Shipping Policy

Store Operator

Pourlume is owned and operated by Tianjin Hanyue Trading Co., Ltd. The company is responsible for product sales, order processing, shipping support, returns, refunds, and other transactions conducted through pourlume.com.

Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully confirmed.

Processing time is separate from delivery time. Orders placed during weekends, public holidays, or periods of unusually high demand may require additional processing time.

Estimated Delivery Times

Estimated delivery times vary by destination and shipping method:

  • United States: Approximately 5–12 business days after dispatch

  • International destinations: Delivery times vary by destination, carrier, and customs processing. Available estimates will be displayed during checkout where supported.

Delivery timeframes are estimates and are not guaranteed arrival dates.

Shipping Methods and Costs

Available shipping methods, shipping costs, and estimated delivery times will be displayed during checkout before payment is completed.

Shipping charges may vary depending on the destination, selected shipping method, package size, weight, and order contents.

Fulfillment and Shipping Origin

Orders may be fulfilled from our own or partner facilities depending on product availability, inventory location, and the delivery destination.

Some orders may be shipped from facilities located outside the customer’s country. Products from the same order may also be shipped separately and arrive at different times.

Tracking Information

Once your order has shipped, a shipping confirmation email containing available tracking information will be sent to the email address provided during checkout.

Tracking activity may take several days to appear after a shipping label has been created. If an order is divided into multiple shipments, each package may have a separate tracking number.

Shipping Address

Customers are responsible for providing complete and accurate shipping information during checkout.

If you notice an error, contact us immediately at service@pourlume.com. Address changes cannot be guaranteed after processing or shipment preparation has begun.

Additional shipping costs may apply if an order must be reshipped because of an incorrect or incomplete address provided by the customer.

Delivery Delays

Delivery may be delayed by carrier operations, customs inspections, severe weather, public holidays, transportation disruptions, remote destinations, or other circumstances outside our reasonable control.

If tracking has not updated for an extended period or your order has passed its estimated delivery window, contact us with your order number. We will review the available tracking and carrier information and assist with the next steps.

Lost or Missing Packages

If a package appears to be lost, contact us at service@pourlume.com with your order number and tracking information.

If tracking shows “Delivered” but you cannot locate the package, please first check:

  • Your delivery area

  • Mailbox or parcel locker

  • Building reception or front desk

  • Household members

  • Nearby neighbors

  • Any safe location used by the carrier

You may also contact the carrier directly. If the package still cannot be located, contact us so we can review the circumstances. A claim will not be rejected automatically solely because tracking shows “Delivered.”

Damaged or Incorrect Orders

Please inspect fragile products promptly after delivery.

If a cup, cocktail glass, or other product arrives damaged, cracked, defective, incomplete, or incorrect, contact us as soon as possible and provide:

  • Your order number

  • A description of the issue

  • Clear photos of the product

  • Photos of the internal and external packaging

  • A photo of the shipping label

Please keep the product and original packaging until we provide further instructions.

International Orders

International orders may be subject to customs duties, import taxes, brokerage fees, or other local charges.

Unless otherwise stated during checkout, these charges are the responsibility of the recipient and are not controlled by Pourlume. Customs processing may also affect delivery time.

Purchases, Returns, and Refunds

  • Purchases: Select your products, add them to your cart, and complete checkout using an available payment method.

  • Receiving Your Order: Orders will be delivered to the shipping address provided during checkout. Tracking information will be emailed when available.

  • Returns: Contact us at service@pourlume.com before returning any product. We will provide return instructions and the correct return address. Unauthorized returns may not be accepted.

  • Refunds: Approved refunds will be issued to the original payment method in accordance with our Return Policy. Processing time depends on the bank or payment provider.

  • Support: For order, shipping, return, refund, or product concerns, contact service@pourlume.com. Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.

Contact Us

For shipping, tracking, delivery, or package-related questions, please contact:

Brand Name: Pourlume
Company Name: Tianjin Hanyue Trading Co., Ltd.
Registered Address: Room 323, Building 4, Hengsheng Plaza, North of Helan Road and East of Europe Road, Tianjin Pilot Free Trade Zone (Dongjiang Comprehensive Bonded Zone), Tianjin, China (Hosted by Tianjin Quanxin Quanyi Business Secretarial Services Co., Ltd., Registration No. 1030).
Email: service@pourlume.com
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.

Please include your order number and the email address used during checkout so we can assist you efficiently.