Shipping Policy

Global Shipping | Thoughtful Delivery | Clear Shipping Rates

At Ourgh, we believe that creating a comfortable home should feel simple from the moment you place an order to the moment your items arrive at your door. Whether you are choosing a bedside table to organize your nighttime essentials, a rug to bring warmth to your living space, or a wall lamp to create a softer atmosphere, we aim to make the delivery process clear, convenient, and dependable.

This Shipping Policy explains our worldwide delivery coverage, shipping methods, shipping fees, order processing times, estimated transit times, carrier arrangements, tracking procedures, and the steps to take if a shipment is delayed or arrives with an issue.

Ourgh is operated by Jinping Yanglin E-Commerce Co., Ltd. We work to provide customers with transparent shipping information so that you can make informed purchasing decisions before completing an order on www.ourgh.com.

1. Worldwide Shipping Coverage

Ourgh offers international shipping to a range of destinations around the world. We aim to make our home furnishings and decorative products accessible to customers in different countries and regions, subject to local delivery availability, carrier service coverage, customs requirements, and applicable regulations.

Our potential delivery destinations include:

• North America: Selected destinations in the United States and Canada.

• Europe: Selected countries and regions throughout Europe, subject to local delivery coverage.

• Asia: Selected destinations in East Asia, Southeast Asia, and other serviceable Asian markets.

• Oceania: Selected destinations in Australia, New Zealand, and surrounding serviceable areas.

• Other international destinations: Additional countries and territories may be available depending on the delivery address and the shipping services accessible at the time of purchase.

Global shipping availability does not necessarily mean that every product can be delivered to every address. Certain islands, remote locations, military addresses, restricted territories, and areas with limited carrier access may be unavailable or may require additional delivery time.

Before completing your purchase, please enter your full delivery address and review the shipping options available at checkout. If your destination cannot be serviced, or if special delivery restrictions apply, your order may not be eligible for shipment to that address.

For questions about an international destination or an address that may be difficult to service, you can contact Ourgh at customer@ourgh.com before placing your order. Our team will help clarify the shipping information available for your destination.

2. Available Shipping Methods

Ourgh provides two shipping options: Standard Shipping and Free Shipping. The applicable shipping method and fee are determined by your order value and the shipping eligibility displayed during checkout.

Standard Shipping

Standard Shipping is available for eligible orders with a merchandise subtotal below US$99, before applicable taxes and shipping charges.

This option is intended for customers who would like their selected products delivered through our regular shipping arrangements. Depending on the destination, package dimensions, product availability, and logistics route, your order may be transported by an international logistics provider and subsequently handed over to a local delivery carrier.

The standard shipping fee is US$9.90 per eligible order, unless a different amount is clearly displayed at checkout due to destination-specific restrictions or other applicable shipping conditions.

Free Shipping

Orders with an eligible merchandise subtotal of US$99 or more qualify for free shipping under this policy.

Free Shipping means that the standard shipping charge is waived for eligible orders. It does not necessarily mean that the parcel will arrive sooner than an order shipped using Standard Shipping. Delivery speed depends on the destination, carrier route, customs clearance, and local delivery conditions.

Any applicable taxes, import duties, customs charges, or other government-imposed fees are separate from the shipping fee unless otherwise stated by law or at checkout.

3. Shipping Fees

Ourgh uses the following shipping fee structure for eligible orders. All amounts are calculated in US dollars (USD).

How the shipping threshold works

• If your eligible merchandise subtotal is US$98.99 or less, a US$9.90 Standard Shipping fee applies.

• If your eligible merchandise subtotal reaches or exceeds US$99.00, the shipping fee is waived.

• The threshold is calculated before shipping charges and any applicable taxes.

• The shipping fee and available options displayed on the final checkout page take precedence if destination-specific conditions affect eligibility.

For example, an eligible order with a merchandise subtotal of US$75.00 would generally incur a US$9.90 shipping fee. An eligible order with a merchandise subtotal of US$99.00 would generally qualify for free shipping.

Please check the order summary before payment to confirm that the shipping method and total charge are correct.

4. Order Processing and Dispatch Time

Order processing is the period between the successful placement of an order and the handover of the parcel to the shipping carrier. It is separate from the time required for transportation.

Ourgh generally estimates 1–3 business days for order processing before dispatch. Business days normally exclude Saturdays, Sundays, and public holidays observed by the relevant processing operation.

The typical order handling process includes the following stages:

1. Order confirmation: We receive your order details and verify the submitted information and payment status.

2. Product preparation: The ordered items are checked and prepared for packaging.

3. Packaging and shipping label creation: The parcel is packed appropriately for transportation, and shipping information is prepared.

4. Carrier handover: The parcel is handed over to the relevant logistics provider for transportation.

Most eligible orders are expected to be dispatched within 1–3 business days after successful order confirmation. However, this is an estimate rather than a guaranteed dispatch deadline. Orders placed during public holidays, periods of unusually high order volume, or circumstances involving product availability or address verification may require additional processing time.

Please ensure that your delivery address, postal code, recipient name, and telephone number are accurate when submitting your order. Incorrect or incomplete information may delay dispatch or prevent successful delivery.

If your order has not been dispatched within the expected processing period, please email customer@ourgh.com and include your order number so that the order status can be reviewed.

5. Estimated Transit Times and Delivery Periods

Transit time refers to the period from carrier handover or dispatch to delivery at the destination. It does not include the order processing period described above.

For planning purposes, Ourgh uses the following estimated delivery ranges for eligible international shipments. These ranges are general estimates based on typical international shipping arrangements and are not guaranteed delivery commitments.

These estimates are provided for reference and may vary according to the destination country, customs procedures, transportation capacity, local holidays, weather conditions, and the final-mile delivery provider.

The total time shown includes the estimated 1–3 business-day processing period and the relevant transit estimate. It is not a promise that every order will arrive within that period.

For remote destinations, islands, locations with limited delivery services, or shipments subject to additional customs checks, delivery may take longer. If a carrier provides a more specific estimated delivery date after dispatch, that estimate may be more relevant to your individual shipment.

Ourgh encourages customers to allow sufficient time for international deliveries, particularly when ordering products for a planned home project, a move, or a special occasion.

6. Shipping Carriers and Delivery Partners

To support international deliveries, shipments may be handled by established logistics providers such as DHL, FedEx, UPS, and postal or local delivery operators, depending on the destination, service availability, parcel characteristics, and the shipping arrangement assigned to the order.

The carrier used for a particular shipment may differ from one country or region to another. In some cases, an international carrier transports the parcel to the destination country before transferring it to a local postal service or last-mile delivery company.

The carrier name shown in the tracking information or shipping notification for your order is the best reference for identifying the company responsible for that shipment.

Please note that the providers listed above are examples of potential shipping and delivery partners, not a guarantee that a particular carrier will handle every Ourgh order. The final carrier assignment depends on the logistics service selected for the shipment and the availability of delivery coverage.

Once your order has been dispatched, please use the tracking details provided for your shipment to check the available transportation updates. If you need clarification about a tracking status, you may email customer@ourgh.com with your order number and tracking number.

7. Shipment Confirmation and Tracking

After your order has been dispatched, tracking information may become available through the shipping notification or order information provided to you.

Please keep in mind that a tracking number may not display movement immediately after it is created. Some carriers need additional time to receive, scan, and register the parcel in their tracking systems.

Tracking updates may include the following statuses:

• Shipment Information Received: Shipping details have been created, but the carrier may not yet have scanned the parcel.

• Accepted by Carrier: The shipping provider has received or registered the parcel.

• In Transit: The shipment is moving through the carrier's transportation network.

• Customs Processing: The parcel is undergoing import or export procedures, where applicable.

• Out for Delivery: The parcel has entered the final delivery stage.

• Delivered: The carrier has recorded the shipment as delivered.

The exact wording of tracking statuses may vary between providers and countries.

If tracking information does not update for several business days, please allow time for international transportation and scanning processes to take place. If the tracking information remains unchanged beyond a reasonable period, contact Ourgh at customer@ourgh.com. Please include your order number, tracking number, and the date of your last tracking update so that the available information can be reviewed.

8. Customs Duties, Import Taxes, and International Regulations

International shipments may be subject to customs inspections, import duties, value-added taxes, local taxes, or other charges imposed by the destination country or territory.

These charges are determined by the relevant authorities and are not the same as the shipping fee charged by Ourgh. Unless the checkout page or applicable law explicitly states otherwise, customers are responsible for any customs duties, import taxes, brokerage charges, or similar fees that are legally payable by the recipient.

Customs processing times vary between destinations and cannot always be predicted in advance. A parcel may be held for inspection, additional documentation, payment of import charges, or other procedures required by the local authorities.

Ourgh cannot control the decisions or processing schedules of customs authorities. Such procedures may extend the delivery period beyond the standard transit estimates shown in this policy.

Customers should review their local import requirements before ordering. If a shipment requires information or action from the recipient, please respond promptly to any legitimate request from the carrier or customs authority.

9. Delivery Address and Recipient Information

Please review all delivery information carefully before confirming your order. The information submitted at checkout should include the recipient's full name, complete street address, city, state or province where applicable, postal code, country, and a valid contact telephone number when required by the carrier.

For international shipments, address details should be entered in a format that can be understood by the destination country's postal and delivery services.

Once an order has entered processing or has been handed over to a carrier, changes to the shipping address may not be possible. If you discover an error, contact Ourgh as soon as possible at customer@ourgh.com and provide your order number together with the corrected address.

We will review whether a correction can be requested, but we cannot guarantee that an address change will be accepted after the shipment has been prepared or dispatched. Any rerouting, redelivery, or address correction fees imposed by a carrier may be subject to the carrier's terms and applicable law.

Customers are responsible for providing accurate delivery information and ensuring that the destination can receive the parcel.

10. Delivery Attempts, Missed Deliveries, and Undeliverable Parcels

Delivery procedures vary by carrier and destination. Depending on local arrangements, a carrier may attempt delivery at the provided address, leave the parcel in a designated safe location, deliver it to a collection point, or request that the recipient arrange another delivery attempt.

If you are not available when delivery is attempted, please follow the instructions provided by the carrier. You may need to arrange a new delivery attempt or collect the parcel from an authorized location.

A parcel may be returned to the sender if the address is incomplete, the recipient cannot be located, delivery attempts are unsuccessful, the recipient refuses delivery, or required customs procedures are not completed.

If a shipment is returned because of an incorrect address or another issue attributable to the recipient, additional shipping or reshipment costs may apply where permitted by applicable law. Any available options will be reviewed according to the circumstances of the order and the carrier's rules.

If you receive a notice that your parcel cannot be delivered, please contact the carrier promptly and notify Ourgh if further assistance is required.

11. Delayed, Lost, or Missing Shipments

Although we aim to provide a reliable delivery experience, international shipments may occasionally be delayed by factors outside our direct control. These may include severe weather, customs inspections, transportation disruptions, peak shipping periods, public holidays, local delivery limitations, or unexpected operational issues.

If your shipment appears to be delayed:

1. Review the latest tracking information and any delivery notices.

2. Check whether the carrier has requested additional information or action.

3. Allow a reasonable period for tracking information to update, especially during international transfers.

4. If the parcel remains delayed or the tracking information indicates an unusual status, contact Ourgh at customer@ourgh.com with your order number and tracking details.

If a parcel appears to be lost, Ourgh may review the available shipment information and, where appropriate, request an investigation through the relevant logistics provider. The outcome and timeframe of an investigation depend on the carrier's procedures and the information available.

A delay or a lack of tracking updates does not automatically confirm that a shipment is lost. We will assess the available information before determining what steps may be appropriate.

Nothing in this policy is intended to exclude or limit any consumer rights or remedies that cannot legally be excluded or limited under applicable law.

12. Damaged Parcels and Incorrect Items

Please inspect your shipment as soon as reasonably possible after delivery. If the parcel appears damaged, an item is missing, or you receive a product different from the one ordered, please document the issue and contact Ourgh promptly.

To help us review the situation, please provide:

• Your order number.

• A brief description of the problem.

• Clear photographs of the outer packaging and shipping label, where available.

• Photographs of the damaged product, incorrect item, or affected parts, where relevant.

You may send the details to customer@ourgh.com. Please retain the original packaging and relevant shipping materials until the issue has been reviewed, as they may be useful for a carrier investigation.

Ourgh will assess the information provided and explain the available next steps in accordance with the circumstances of the order, the applicable return and exchange policy, and relevant consumer protection requirements.

Please do not discard the affected product or packaging before the issue has been reviewed if retaining them is reasonably possible.

13. Order Cancellations and Shipping Changes

If you need to cancel an order or correct its shipping information, please contact Ourgh as soon as possible after placing the order.

A cancellation or address change may be possible while the order is still being processed. However, once the order has been packed, dispatched, or transferred to the carrier, we may be unable to stop the shipment or modify the destination.

If a shipment has already left the processing facility, any available options will depend on the carrier's service rules and the current shipping status. Additional charges may apply for eligible rerouting or redelivery services.

For cancellation requests, please refer to the applicable order and return policies. A request is not considered confirmed until its status has been reviewed and communicated to you.

14. Shipping Policy Updates

Ourgh may update this Shipping Policy when necessary to reflect changes in logistics arrangements, carrier availability, delivery coverage, operational procedures, or applicable legal requirements.

Any revised policy will be published on our website. Customers are encouraged to review the version available at the time of purchase to understand the shipping terms applicable to their orders.

The shipping fee, delivery options, and estimated delivery information displayed at checkout should always be reviewed before payment. If a destination-specific shipping arrangement differs from the general information in this policy, the details shown for the eligible order will be used to clarify the applicable arrangement, subject to mandatory legal requirements.

15. Our Commitment to a Clear Delivery Experience

At Ourgh, we understand that home furnishings are more than ordinary purchases. A bedside table can make everyday routines easier, a rug can help define a room, and a wall lamp can change the atmosphere of a familiar space.

We therefore aim to make the journey from order confirmation to delivery as transparent as possible. By providing clear shipping fees, estimated processing times, regional transit estimates, and shipment tracking information where available, we want customers to understand what to expect after completing a purchase.

Ourgh is operated by Jinping Yanglin E-Commerce Co., Ltd., with its head office at 3rd Floor, Government Affairs Center, Hedong South Road, Jinhe Town, Jinping Miao, Yao, and Dai Autonomous County, Honghe Hani and Yi Autonomous Prefecture, Yunnan Province, China.

Our regular customer service hours are Monday to Friday, 10:00 a.m. to 6:00 p.m. If you have a question about an order's dispatch status, delivery progress, or shipping arrangements, please email customer@ourgh.com and include your order number to help us identify the relevant details.

Thank you for choosing Ourgh. We appreciate the opportunity to be part of your home and hope that your selected pieces arrive safely and become a valued part of your everyday surroundings.