Shipping Policy
All estimated/typical delivery times are derived from real-world data collected from past orders. They are approximate times for reference only.
Processing Time
The processing time begins from the date you place your order. It usually takes 1-3 business days to process your order. Once we’ve processed it, we can then ship it.
Shipping Time And Rules
Motrall will choose the most suitable shipping method for customers to ensure the order will be delivered quickly and safely. The estimated shipping time will be between 3 to 8 days for the USA (more or less). Please make sure that you provide the correct contact information and shipping address as they are very important for delivery. Please note that the delivery time does not include delays caused by holidays, natural disasters, carriers, etc.
- Shipping times will be affected during public holidays; manufacturers and couriers will limit their operations at these times. This is outside our control. Normal service resumes immediately after each holiday.
- Incorrect address details, customs clearance procedures, and other issues may cause a delay in delivery.
Purchases And Payment
We accept the following forms of payment:
- Paypal
You agree to provide current, complete, and accurate purchase and account information for all purchases made via the Site. You further agree to promptly update account and payment information, including email address, payment method, and payment card expiration date, so that we can complete your transactions and contact you as needed. Sales tax will be added to the price of purchases as deemed required by us. We may change prices at any time.
You agree to pay all charges at the prices then in effect for your purchases and any applicable shipping fees, and you authorize us to charge your chosen payment provider for any such amounts upon placing your order. We reserve the right to correct any errors or mistakes in pricing, even if we have already requested or received payment.
We reserve the right to refuse any order placed through the Site. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order. These restrictions may include orders placed by or under the same customer account, the same payment method, and/or orders that use the same billing or shipping address. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers, or distributors.
Refund, Resend, and Returns Policy
Motrall offers a quicker dispute solution and will appreciate it a lot if you provide:
- Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please send us the video.
- Screenshot of the e-mail or dispute received including name, date, and content.
- The products need to be returned to Motrall if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Motrall will make a refund, resend, or accept the return for any of the following cases:
Orders Delayed
Orders are lacking tracking information, are in transit, are pending, and expired 60 days after orders departed from the Motrall warehouse. The following countries and shipping methods may be different:
- For orders shipped to the USA, it will be counted 45 days after orders depart from the Motrall warehouse.
- For some special shipping methods, Motrall cannot deal with your disputes.
Sometimes, the order had arrived at the nearest post office to the buyer and made it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Motrall will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee of a positive result.
Orders not Received
Motrall will not deal with the refund or resend if the tracking information shows the order is delivered.
- If You do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
- Tracking information alert. The tracking information shows Alert, the reasons are listed below:
- Incorrect/insufficient address.
- No such number.
- Unknown recipient.
- Refused.
- Do not pick up in time.
- No safe delivery location.
- Uncleared customs.
- Others.
The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Motrall takes no responsibility if products have been lost.
If the logistics company provides a return service, Motrall will put the products in your private inventory and will not refund them when we receive the returned items.
Motrall cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
Products Damaged
Motrall offers a full refund or a replacement if the packages arrive badly damaged.
Motrall offers a partial refund or a replacement if packages arrive partially damaged (except thread, slightly wrinkled, small scratches, etc.).
- For fragile products, a refund is highly recommended.
- For damaged packing boxes, Motrall cannot offer any refunds or other after-sale services due to the long-distance international delivery.
- For ordinary products, You shall complain or open a dispute within 5 days after the packages are delivered.
- For electronic products, You shall complain or open a dispute within 10 days after packages are delivered.
Incorrect or Missing Products
Motrall has a strict quality control process before products are dispatched. Motrall will deal with incorrect or missing products as follows:
- For incorrect products, Motrall offers a full refund or replacement.
- For products with the wrong color, or size that don’t affect product function, etc., Motrall offers a refund or resend if you provide a screenshot of your complaint including name, content, and date.
- For parts missing which doesn’t affect product function, Motrall may refund partially or resend the missing part; for parts missing which affect product function, Motrall will resend the product only.
- For accessories, Motrall will resend the accessories.
For the size problem, Motrall would appreciate it a lot if you could measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team will deal with your disputes quickly.
Deadline of Opening Dispute
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
Force Majeure
Motrall takes no responsibility for any product damage or shipping delay caused by the act of god, including but not limited: to an epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, or customs inspection. However, Motrall will notify you by Email, etc.
Shipping Method Limits
Some shipping methods are not trackable when orders arrived at all Countries, States, or Cities.
Destination Limits
Due to limited international transportation, Motrall will not accept any disputes when your orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d’Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
Return
Products can be returned to Motrall warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Motrall Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
- Please return products within 10 days of receiving products.
Service Products
Service products apply to the following interpretation.
- For any disputes arising from products damaged or shipping delays, Motrall may not refund the product cost.
- Any disputes arising from bad quality, Motrall may not accept.
Unacceptable Disputes
Motrall shall not accept any unreasonable disputes, including but not limited to:
- The buyer does not like it.
- The product description is not real.
- Products smell unusual.
- The buyer ordered the wrong items or SKU.
- The shipping address was provided incorrectly.
- Product difference was negotiated in advance.
- Tracking information deleted by logistics companies or local post offices.
- In some cases, packages are returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries. So make sure that the product you have ordered does not have legal problems in terms of customs in your country.