Order and return


1. How to find the shipping cost?

The shipping depends on the item you ordered. You can find out the shipping cost by click estimate shipping on the shopping cart page. Then, select the country, click update.

To find out the shipping cost:
1) Add the item(s) that you want to order into the shopping cart.
2) At the Shopping Cart page, click the "Estimate shipping" button.
3) At the Estimate Shipping Costs page, please select the country to which the order is shipping, and enter the postal code, then click the "update" button.
4) You will get a list of shipping costs for different services by USPS and FedEx.

2. What kind of shipping methods are available?

We offer USPS (US Postal Services) and FedEx shipping methods. If the customer has FedEx or UPS account and wish to use that account for the order, please leave a message with the order.  

3. How long it will take to ship the order to me?

Usually, we ship the orders within one business day. For USPS mail, It normally takes 2-4 days for domestic shipping, 2-3 weeks for most international shipping. It will take up to 4 weeks to ship the package to Asia countries, Russia and Ukraine, etc.

4. Delivery time.

Domestic packages shipped by USPS
The delivery date of First-Class Mail and Priority Mail are 1 - 3 business days (please use Domestic Delivery Time Estimation Tool below) to check the expected delivery time. The delivery time is not guaranteed, and the expected delivery time is not supported with a money-back guarantee.   
 
Domestic packages shipped by FedEx 
The delivery time of FedEx Ground and FedEx Home Delivery is 1- 7 business days depends on distance to the destination. Please use Delivery Time Estimation Tool below to check the expected delivery time. 
 
FedEx Express shipping services have expected delivery times and are supported by a money-back guarantee. The expected delivery times are: 3 business days for FedEx Express Saver, 2 business days for FedEx 2-Day, and the next day afternoon for FedEx Standard Overnight. 

International packages shipped by USPS
For international packages shipped by USPS, the transit time varies from country to country. In general, it takes 2 - 3 weeks to arrive in the east coast of Canada, most European countries, and Australia. Sometimes it can be delivered as soon as in one week, but sometimes takes up to four weeks (especially during the holiday season). Transit time to other countries and regions may be longer than 3 weeks. Weather, natural disasters, customs inspection, and other uncontrollable events can interrupt carrier's transportation flow and this is out of our control. We are not liable for the lost or damages in your package, or the delay in receiving your packages due to such unforeseeable events. 

International packages shipped by FedEx
International packages shipped by FedEx are trackable. The delivery time is not guaranteed due to Customs Inspections or other unforeseeable events. 

5. Where to find my tracking number for my order?

We will email you the tracking information if it is available. For demostic shipping, if you did not leave the email address when you check out with credit card, you may contact us for the tracking. For some of the international orders, the tracking service may only be available when the package is in US. 

If you want to upgrade the shipping method to UPS, FedEx, or EMS, please contact us or leave us message when you place your order. We will quote the price and send you an invoice for the surcharge. We can also use your shipping account (UPS/FedEx).

6. Package Arrived Late (US domestic).

USPS First Class and Priority mail do not have guaranteed delivery time and do not have money-back guarantee. If your package has not arrived within the expected delivery time, please first check the tracking for more information. If the tracking shows the status of the package is “delivered” but you do not receive the package, here are several possible scenarios:  1) USPS still has your package and the status “delivered” was a wrong scan, 2) your package was delivered to a wrong address, most likely, to your neighbor, 3) the package is delivered to the mail room or your mailbox, or put in a not so obvious spot, 4) your package is delivered but it is lost.
     
In any of these cases, please make an effort to contact your local postal office or the USPS delivery person as they may help you search for your package. For USPS domestic packages, if you still can not get your package in 2 weeks, please contact us for further assistance.  
   
FedEx Express shipping methods (Express Saver, 2-Day, Overnight) have guaranteed delivery time and is supported by money-back guarantee. If your package arrives late, please contact us within 7 days of the expected delivery date

7. Where to send your defective item back for warranty?

Please send inquiry to info@auberins.com  We will provide you with RMA# and return information. 

8Missing items or parts in your package.  
Some items or parts are small. They may be packed separately and/or have been put into the chamber of another item (such as an enclosure). Please carefully check all packing materials in your package. Small items or parts may be hidden.

If items or parts are missing, please contact us within 7 days of the delivery date. We will arrange sending the missing items or parts again. Please send the following supporting photos to <info@auberins.com>:
1) Photos of the entire package to show if the package has any sign of tear or damage.
2) Photos of all the items or parts that you have received.
3) A photo of the packing slip. 

9Package is damaged during transit.
If your packages has been damaged during transit, please contact us within 7 days of delivery date and send the following supporting photos to <info@auberins.com>:
1) Clear Photos of the item(s) showing where the damage is;
2) Photos of exterior of the package if there is any sign of damage during transit;
3) A photo of Auber’s Packing Slip. 

10. Why I got an error during checkout with paypal

Here is a list of problem that known for checking out with PayPal.
1) If the shipping address has different country name than the billing address, PayPal will not accept it.
2) If the email address used is linked to a PayPal account, PayPal will force you to use the PayPal account instead of the credit or debit card so that fees will be kept in their pocket.
3) If the credit or debit card has been linked to a PayPal account, PayPal will force you to use the PayPal account instead of credit card so that fees will be kept in their pocket.
4) If the credit or debit card had any issue with PayPal, it will not be able to proceed.

For problem 1) you can check out with the address of the same country as the card is issued. Then, please send us an email for address change. We will refund or invoice you for the actual shipping cost.

For problem 2), 3), and 4), you can sign up and create an account with Auber. At the shopping cart page, please click the "Go to checkout" and then please register on our website by clicking the “Sign up” button. If you already have an account, please Log in. You will have the option to pay with your credit or debit card. This route will not subject to the PayPal rules mentioned above.
Another option is to give us your card number and expiration date through phone or fax. We can try to process it at our terminal.

11Error codes and messages for Paypal checkout.
When the check out is not sucessful and error messages have been shown, you can look up the error code in this page from Paypal.

8. Why I got an error during checkout with paypal

Here is a list of problem that known for checking out with PayPal.
1) If the shipping address has different country name than the billing address, PayPal will not accept it.
2) If the email address used is linked to a PayPal account, PayPal will force you to use the PayPal account instead of the credit or debit card so that fees will be kept in their pocket.
3) If the credit or debit card has been linked to a PayPal account, PayPal will force you to use the PayPal account instead of credit card so that fees will be kept in their pocket.
4) If the credit or debit card had any issue with PayPal, it will not be able to proceed.

For problem 1) you can check out with the address of the same country as the card is issued. Then, please send us an email for address change. We will refund or invoice you for the actual shipping cost.

For problem 2), 3), and 4), you can sign up and create an account with Auber. At the shopping cart page, please click the "Go to checkout" and then please register on our website by clicking the “Sign up” button. If you already have an account, please Log in. You will have the option to pay with your credit or debit card. This route will not subject to the PayPal rules mentioned above.
Another option is to give us your card number and expiration date through phone or fax. We can try to process it at our terminal.

9Error codes and messages for Paypal checkout.
When the check out is not sucessful and error messages have been shown, you can look up the error code in this page from Paypal.

Domestic Delivery Time Estimation Tool:

USPS First Class Delivery Estimation Check* (Mail Class: Package Services, 3-Digit ZIP and city: 300 NORTH METRO GA):  https://ribbs.usps.gov/modernservicestandards/ssmaps/find_map.cfm
USPS Priority Delivery Estimation Check*: https://www.usps.com/priority-mail/map/USPS Priority
USPS EMS Delivery Time Check*: https://postcalc.usps.com/ServiceCommitments
FedEx Ground Delivery Estimation Map: http://www.fedex.com/grd/maps/ShowMapEntry.do
FedEx Express Delivery Estimation: http://www.auberins.com/index.php?main_page=page&id=38
* All the estimation for USPS is for reference only. Only USPS EMS provides guaranteed delivery service. 
 
International Delivery Time Estimation Tool:

USPS EMS: https://pe.usps.com/text/imm/immc2_006.htm
FedEx International Ground (3 ~ 7 business days without guarantee): https://www.fedex.com/us/customersupport/shipping/ratesandtransit/
FedEx International Priority (1 ~ 3 business days with guarantee**):
FedEx International Economy (2 ~ 6 business days with guarantee**):
** Guarantee delivery time does not include custom delay or other unforeseen reasons such as bad weather.
  
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