Shipping Policy

This Shipping Policy applies to purchases made through gontravo.com, operated by Guangzhou Bana General Merchandise Co., Ltd.

Shipping Destinations

Available delivery destinations are displayed at checkout. If your address is not supported, please contact us before ordering.

Order Processing

Orders are generally processed within 1–3 business days after payment confirmation.

Business days are Monday through Friday, excluding public holidays. Orders placed on weekends or public holidays normally begin processing on the next business day.

If a product page states a different processing period, that information will apply to the relevant item.

Estimated Delivery Time

After dispatch, estimated transit time is 10–20 business days.

Including order processing, the estimated total delivery period is 11–23 business days, unless a different estimate is shown before purchase.

These estimates are not guaranteed delivery dates. Customs processing, destination, weather, and carrier conditions may affect delivery. This does not remove our responsibility to address delayed or undelivered orders.

Shipping Charges

Applicable shipping charges are displayed before payment.

Any free shipping offer applies only under the conditions published with that offer.

Order Tracking

Where tracking is available, we will send the tracking details after dispatch. Carrier tracking updates may take up to 3 business days to appear.

If tracking does not update or your order has not arrived within the estimated delivery period, contact service@gontravo.com so we can investigate.

Separate Deliveries

Items from the same order may be dispatched separately. Where this happens, available tracking details will identify the separate shipments. We will not add an extra shipping charge after purchase without your agreement.

Address Changes and Cancellation

Check your delivery address carefully before paying.

If you need to correct an address or cancel an order, contact us promptly. We will confirm whether the request can still be completed before dispatch.

If an incorrect address causes a shipment to be returned, we will explain the available options and any actual redelivery cost before arranging another shipment.

Dispatch Delays

If we cannot dispatch within the stated processing period, we will contact you with an updated estimate and explain your options to agree to the delay or cancel the unshipped items for a refund, as required by applicable law.

Lost, Missing, or Damaged Deliveries

Contact us if your parcel appears lost, arrives damaged, or is marked delivered but cannot be located.

We will investigate with the carrier and arrange an appropriate resolution based on the findings and your applicable rights. A delivered tracking status alone does not automatically resolve a delivery dispute.

Please keep the packaging where reasonably possible. Photos can assist our investigation, but an inability to provide photos does not automatically invalidate a legitimate claim.

Customs and Import Charges

Any import charges collected by us will be shown before payment. If destination authorities may collect additional duties or taxes from you, this will be disclosed before you complete the purchase.

Contact

Email: service@gontravo.com
Customer Service: +1 6806003294

Operated by: Guangzhou Bana General Merchandise Co., Ltd.