Shipping policy
Shipping & Delivery Policy — last updated 26 September 2026
Where your order ships from
GlowWonder works with manufacturing and fulfillment partners located outside the United States, primarily in mainland China. Your order may ship internationally and is then handed to your local postal carrier for final delivery.
We tell you this up front because it affects the shipping timeline below.
Processing time
Orders are processed within 1–3 business days of payment.
Orders placed on weekends or public holidays begin processing the next business day.
During major holidays — including Chinese New Year, when our fulfillment partners may close for roughly two weeks — processing can take longer. When this applies, we post a notice on the site.
Delivery time
Delivery time is in addition to processing time. Total time from order to doorstep is processing time plus delivery time.
| Destination | Standard Shipping | Expedited Shipping |
|---|---|---|
| United States | 10–20 business days | 7–12 business days |
| Canada | 12–25 business days | 8–15 business days |
| United Kingdom & EU | 12–25 business days | 8–15 business days |
| Rest of world | 15–30 business days | 10–20 business days |
These are estimates based on recent carrier performance, not guarantees. Customs inspections, weather, carrier backlogs, postal strikes, local holidays, and peak shopping seasons can extend delivery times.
If your order is delayed
If we learn your order cannot ship within 30 days of purchase, we will email you with a revised shipment date or, if we do not have one, the reason for the delay.
That email gives you the option to cancel for a full and prompt refund.
If the delay runs more than 30 days past the original estimate, we cancel and refund automatically unless you tell us you would like to keep waiting.
Tracking
You receive a tracking number by email once your order ships, usually within 24–72 hours of the shipping confirmation.
International tracking often works in two stages:
- Your parcel travels under one tracking number with the origin carrier.
- It is then handed to your national postal service or local carrier for final delivery.
Your local carrier may issue a different tracking number after the handoff.
If tracking has not updated for several days, this handoff is usually why. You can follow the journey at:
- parcelsapp.com
- 17track.net
Use your original tracking number.
Tracking that shows “delivered” is confirmation of delivery to the address on your order.
Delivery address accuracy
You are responsible for entering the correct shipping address at checkout.
Please make sure your address includes:
- Full name
- Street address
- Apartment, suite, unit, or building number, if applicable
- City
- State or region
- Postal code
- Country
- Phone number
We ship exactly to the address provided.
If you spot an error, email help.whaletraking@gmail.com within 24 hours of ordering and we will correct it if the order has not dispatched.
After dispatch, we cannot reroute an international parcel.
Orders returned to us as undeliverable because of an incorrect or incomplete address are refunded less the actual outbound shipping cost, or reshipped once you pay the reshipment cost.
We cannot refund orders that a carrier disposes of as undeliverable.
Lost, stolen, and missing parcels
Tracking shows delivered, but you do not have it
Please check:
- Everyone at the address
- Front door, side door, back door, porch, garage, mailbox, or parcel room
- Building reception, concierge, or mailroom
- Neighbors
Delivery scans are sometimes applied a day early. If the parcel has not appeared after 3 business days, email help.whaletraking@gmail.comand we will open a carrier trace.
Where a carrier confirms delivery to the correct address, the parcel is considered delivered. We cannot refund theft after delivery, but we will support your carrier, postal, or homeowner’s claim with every document we hold.
Tracking has stalled, or the parcel is presumed lost
If tracking shows no movement for 15 consecutive days after leaving the origin country, email us.
We open a carrier investigation the same day and come back to you with a decision — replacement or full refund, your choice — within 10 business days, whether or not the carrier has finished its own trace by then.
You will not be left waiting indefinitely on a postal investigation.
Please contact us before your parcel is extremely late. Most “missing” parcels are still moving, and one email usually resolves it faster than any other route.
Customs, duties, and import taxes
International orders may attract customs duties, import taxes, VAT, or handling fees charged by your country.
These charges are:
- Set by your government
- Not included in the product price or shipping price paid to us
- Your responsibility
- Not predictable or refundable by us
We declare shipments accurately as required by law.
If you refuse a parcel and it returns to us because of unpaid duties, taxes, or import fees, we refund the item cost less shipping and return charges.
GlowWonder Drawing Board — shipping note
GlowWonder Drawing Boards are packed to protect the board, light components, markers, and accessories during transit.
If your parcel arrives with visible damage to the outer box or mailer, please photograph the packaging before opening it.
If the board, light panel, markers, pen, cable, accessories, or packaging inside are damaged, email us at help.whaletraking@gmail.com with:
- Your order number
- Photos of the outer packaging
- Photos of the damaged item
- A photo of the shipping label
- A short video if the board does not light up or does not work correctly
This helps us file a carrier damage claim and speeds up your replacement or refund.
Please do not throw away the packaging until we have resolved your claim.
Multiple parcels
Orders with several items may ship in separate parcels with separate tracking numbers.
For example, your GlowWonder Drawing Board, markers, templates, accessories, or free gifts may arrive on different days.
This is normal and does not mean part of your order is missing.
If you are unsure, email us and we will check your order.
Questions
Email help.whaletraking@gmail.com.
We reply within 24 hours.