NOTICE – PLEASE READ
We’d like to provide a clear explanation of our international shipping process for U.S. orders, as some delays are unfortunately beyond our control.
To help minimize delays during customs clearance, we ship using an express customs method. Import tariffs and customs processing fees are fully covered by us, so customers do not need to pay additional duties upon delivery. This is one of the ways we aim to reduce your overall cost.
If you have received a tracking number, your package has already left our warehouse in Korea and is in transit. At this stage, one of the following applies:
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Your package is currently being processed by U.S. Customs, or
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Your package has been handed over to USPS, but it has not yet been scanned in their system.
Please note that USPS does not always scan packages immediately upon pickup. Tracking updates often appear only after the package reaches a major USPS hub, especially during busy seasons.
All shipments are first sent using FedEx master boxes, which allows us to monitor packages through customs. While this tracking enables us to follow your order, U.S. Customs processing times are outside our control, and delays may occasionally occur.
If a Customer Service representative has informed you that your package has been handed over to USPS, this information is accurate. We track all shipments internally, even when public tracking has not yet updated.
We actively monitor every shipment, but delays caused by U.S. Customs or USPS are unfortunately outside of our control.
For faster scans, premium delivery speed, or direct handling of tariffs, higher-cost shipping options would apply in the future, including increased shipping fees and separate tariff charges.
We truly appreciate your understanding and patience.
Warm regards,
DuruNaru | Customer Service Team
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United States Customers – Returns, Undeliverable Shipments & Reshipment Policy
Returns Due to Customer Error
If a return or exchange is requested due to a customer error, including but not limited to ordering the incorrect item, color, size, or quantity, the customer is responsible for returning the merchandise to our headquarters in South Korea at their own expense.
Please note that our U.S. warehouse is a distribution facility only and does not process customer returns, exchanges, repacking, or long-term storage of returned merchandise. Returns sent to our U.S. warehouse may be refused or cannot be processed.
Shipping Address and Delivery Responsibility
By placing an order, the customer represents that all shipping information provided is complete and accurate. The customer is responsible for monitoring the shipment and taking any action required by the shipping carrier to ensure successful delivery.
If a shipment is held at a local post office, carrier facility, customs office, or designated pickup location, the customer is solely responsible for collecting the package within the carrier's specified holding period. Failure to collect the package may result in the shipment being returned to the sender.
Undeliverable or Returned Shipments
If a shipment is returned due to an incorrect or incomplete shipping address, refusal of delivery, failure to collect the package, or any other circumstance attributable to the customer, the customer shall be responsible for all reshipment costs. Reshipment will only be processed after the applicable shipping charges have been paid in full.
Shipping charges paid on the original order are non-refundable once the order has been shipped.
Returned Packages to Our U.S. Warehouse
Packages returned to our U.S. warehouse are accepted for return processing only. The warehouse does not maintain inventory or provide storage for returned customer packages.
If a returned package is eligible for reshipment, the customer must pay all applicable reshipping charges before the package can be shipped to the corrected delivery address.
If reshipment arrangements are not completed within a reasonable period after notification, we reserve the right, at our sole discretion, to dispose of, abandon, or otherwise handle the returned package without further liability or compensation.
Import Duties, Tariffs, and Customs Charges
Where applicable, import duties, tariffs, customs fees, brokerage fees, and similar governmental charges paid on the customer's behalf are non-refundable once the shipment has been dispatched. Such charges are paid to government authorities or customs service providers and cannot be recovered if the shipment is returned due to customer-related reasons.
For more detailed information, please refer to our full Return Policy here:
https://www.durunaru.com/pages/return-of-policy