Q: The X36 stand feels stiff when adjusting the joints.

A: The stiffness you're experiencing is due to the integrated hydraulic structure within the joints, ensuring sufficient support to prevent gradual sagging during use. This stiffness is normal. For a smoother adjustment experience, consider the following tips:

1. When adjusting the stand angle (while it's fixed on the desk), grasp the magnetic panel with both hands and adjust it front-to-back or left-to-right. Leveraging the principle of leverage, you can easily change the angle.

Shipping Time

During weekdays (Monday to Friday), we process orders and hand them over to the logistics service provider every afternoon at 4:00 PM (Sydney UTC +10), Australia. If it's a weekend or holiday, we will complete the processing within three days.

We have warehouses in multiple countries and regions, including Australia, the USA, the UK, Germany, the Czech Republic, Hong Kong, and China. We will optimize shipping based on product availability and package distribution.

The shipping time depends on the country and region you are located in, and typically, delivery of the package is completed within 15 days. The following is a timetable for delivery to different countries. In our past order records, the actual delivery time has been shorter than the average delivery time shown in the table.

Please note that these delivery times are estimated based on past orders, and the actual delivery time may vary due to various factors such as adverse weather conditions, customs clearance, and local postal services.

Shipping Costs

We offer free shipping service for all products in the KUXIU store.

For some remote countries and regions where shipping costs are high, it results in a loss for our business. In such cases, we need you to supplement the shipping costs accordingly. Examples of countries include Réunion, Kazakhstan,Greece, Colombia, Costa Rica, Switzerland, etc. For the United States, remote areas such as Alaska and Hawaii are not eligible for free shipping.

The additional shipping fee is automatically calculated by the system and will be displayed along with the calculated results after you fill in the shipping address. The additional shipping fee ranges from $19.99 to $29.99 (depending on your country and region).

About Customs Duties

By default, we use 4PX logistics for the first leg of the shipment, which saves you time and customs duties. For the final leg of the shipment, we collaborate with logistics providers such as USPS/DHL/FEDX/DPD/EMS and local postal services.

The products you purchase from our store are duty-free, and we will cover the customs duties.

However, if you request us to use another logistics provider, you will need to assist with customs clearance, be responsible for customs duties, and bear the additional logistics costs.

Order Tracking

Once we have processed your order and handed it over to the logistics provider, the system will send you an email notifying you that your order is on its way. The email will contain a tracking number and a tracking link. You can click on the link to track the shipping progress. When your package is in transit, our system will continuously track it and automatically notify you of its status via email until you receive it.

If you haven't received the email, it may have been mistakenly identified as spam by your email provider. Alternatively, you can contact us for assistance with tracking.

You can also use www.17track.net to track your order, as it supports almost all logistics service providers.

About lost package

According to the logistics information if the package is lost, please don't be anxious, we will try our best to retrieve the package for you.

5.1 If it is lost in transit, we will re-ship a new package to you. All costs will be borne by us.

5.2 If the logistics service provider system shows that the package has been delivered (including placed in the parcel locker, Delivered near the front door or porch, a safe place) and the package is lost, please try the following ways to retrieve the package.

• 5.2.1 communicate with family members, who may have received it.
• 5.2.2 contact with the logistics company and ask them the exact location of placement.
• 5.2.3 check the security camera nearby when the parcel arrived time.

If still not found, please call the police or contact the logistics company to claim.

Regarding Incorrect Shipping Address

If you have provided an incorrect shipping address, please promptly contact our customer service (email: support@kuxiu.co). Usually, within one business day, we can intercept the shipment and correct the delivery information.

However, once the shipment has been dispatched, we are unable to modify the shipping address. You will need to proactively contact the local postal service to address the issue. If there are address discrepancies or difficulties contacting the recipient during the final delivery, the postal service may return the package.

In such cases, we will initiate the following procedures:

• 1. We will send you multiple emails requesting the correct address and contact information for reshipment from the local origin. This process can be complex and may take a considerable amount of time, depending on the local postal service's processing speed.
• 2. Reshipping will incur additional postage costs, typically amounting to $10 USD, which will be your responsibility.
• 3. If we are unable to reach you, the goods will be disposed of by the postal service after 15 days. We do not offer refunds or returns in this scenario.