Order and Shipping

Auber Shipping Carrier Updates

Order & Shipping questions
0. What payment methods do Auber accept? Where do Auber ship the order from?
1. My payment didn't go through or I got an error during the checkout.
2. How to find the shipping cost?
3. What kind of shipping methods are available?
4. How fast can you ship out my order? What is your shipping cutoff time?
5. I’m not in US, do I need to pay any fees to receive my order?
6. How long it will take to ship the order to me?
* Estimated delivery date for UPS/FedEx Express Services (US) 
7. Where to find my tracking number for my order? 
8. Which shipping methods provide guaranteed delivery dates? 
9. USPS GlobalPost tracking issues
10. Other notes & fees for shipping 
11. Shipping issues 
  1) Package Arrived Late (US domestic)
  2) Package Arrived Late (International)
  3) Missing items or parts in your package 
  4) Package is damaged during transit 
12. How can I pay the PayPal money request using my card instead of PayPal?

0. What payment methods do Auber accept? Where do Auber ship the order from?
Auber accepts major credit cards (Visa, Mastercard, Discover and Amex) and PayPal. Auber also accepts the PayPal Pay Later installment plan (provided by PayPal). Bank transfer payment is also available. Additional fee may apply. Please contact us if you have any questions.

Auber does not currently offer terms payment as part of our payment options. We understand that different customers may have varying preferences when it comes to payment methods, and we apologize for any inconvenience this may cause. For questions, please contact us. 

All the prices on auberins.com are in USD. 

All the orders will be shipped from Auber's warehouse located in Alpharetta, GA, USA. 

1. My payment didn't go through or I got an error during the checkout. 
Auber uses PayPal as the payment processing terminal, for both paypal checkout and credit card/guest checkout. Here is a list of common checkout problems:

1) If the country in the shipping address is different than the billing address, PayPal may not accept it and deny the transaction.
2) (Most common / 15005 Processor Decline) If the bank issuer of the card declined the transaction due to security reasons , it will not be able to proceed. Typically you should receive an alert text or email from your bank for this decline. 
3) I tried the guest checkout function with a non-US issued card. The website doesn't allow me to submit the order, or payment is declined. 
4) If the credit or debit card had any issues with PayPal before, it will not be able to proceed.
5) I have difficulties to checkout using my phone.
6) Error code 10536: duplicated invoice/order.
7) Other strange errors. 

For problem 1), please use the same shipping address as your billing address of your card to submit the order. Then send us an email with any address changes with your order number asap. We will refund or invoice you the shipping difference.

For problem 2), you should contact your bank issuer to get the issue resolved. Or you can try a different card. 

For problem 5), please try a different mobile browser on your phone (such as Chrome mobile). If your browser has some extensions enabled, it may block the transaction. Or if you can find a computer nearby, please try that. 

For problem 6), our server could be busy when you tried to submit the order. Please wait 1-2 minutes, then try to re-submit the order. 

For problem 3) and 7), we noticed sometimes the credit card (guest) checkout function doesn't work very well with non-US issued cards. If you have a paypal account, please try to checkout with paypal instead. Or we can manually process your order instead. Here are the steps: 

How to checkout with check/money order option (manual order processing):
Please sign up and create an account with Auber at first (if you don't have one). On the shopping cart page, please click the "Go to checkout" button and then register on our website by clicking the “Sign up” button. If you already have an account, please log in. During the checkout, please choose the payment method as check/money order, then submit the order without the payment. After we receive your order, we will contact you back for the payment. 

If you still have difficulties to place the order, please contact us. 

2. How to find the shipping cost?
The shipping and handling cost varies depending on the product shipping weight, shipping method, and the destination. 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, UPS, FedEx and DHL.

3. What kind of shipping methods are available?
We offer USPS (US Postal Services), UPS, FedEx and DHL shipping methods. If the customer has a FedEx/UPS/DHL account and wishes to use that account for the order, please leave a message for your account number and preferred shipping method with the order. Your original shipping cost will be refunded later manually.

USPS GlobalPost
USPS GlobalPost is a consolidation service for international shipments. The package will be shipped from Auber US warehouse to GlobalPost US shipping center at first, then it will be forwarded to the international address. Customer can track the shipments via GlobalPost or Parcelsapp below using the same tracking number. USPS websites may not show the latest tracking information. 

https://www.goglobalpost.com/track/
https://parcelsapp.com/en/tracking/

Store pickup:
Customer can pickup his order in Auber's office in Alpharetta, GA. During checkout, store pickup option will be shown up if the shipping address is in GA. Typically pickup order will be ready in 2 hours. 

4. How fast can you ship out my order? What is your shipping cutoff time?
For USPS, orders (if all items are in-stock) received by 10:00 AM EST will be shipped out the same business day (Monday - Friday).
For FedEx Ground / Home Delivery / Ground Economy, orders will be shipped out in two business days (Monday - Friday).
For FedEx Express (including 2-day, Express Saver, Overnight; Intl Connect Plus, Economy, Priority), orders received by 2:30 PM EST will be shipped out the same business day (Monday - Friday).
For UPS, orders received by 1:00 PM EST will be shipped out in one business day (Monday - Friday).
For DHL Express, orders will be shipped out within two business days (Monday - Friday).

For estimated delivery date for FedEx/UPS domestic express services, please find here.

We will try our best to ship out your order in time. Please contact us ASAP if you want to modify your order or have special request.

5. I’m not in US, do I need to pay any fees to receive my order?
Yes. For international customers, your shipping carrier may collect some additional fees at delivery, such as import tax & duty, broker charge or advancement fee. The shipping charge Auber collected includes transportation cost only. Customers are liable for any other fees. For special shipping inquiry, please leave a message in the comment box at checkout or contact us.

Special note for broker charge: FedEx Ground International and UPS Standard don't include the broker charge. 

6. How long it will take to ship the order to me?
The following estimate delivery time could be outdated. See latest update here. 

Usually, we ship the orders within one business day. For USPS, it normally takes 2-5 days for domestic shipping, and 2-3 weeks for most international shipping. It will take up to 4 weeks to ship the package to countries in Asia, Russia and Ukraine, etc. For details, please check below:  

Domestic packages shipped by USPS
The delivery time for Ground Advantage is about 2-5 biz days and for Priority Mail is 1-3 business days (please use Domestic Delivery Time Estimation Tool below to check the expected delivery time). The delivery time is not guaranteed.
 
Domestic packages shipped by FedEx 
The delivery time of FedEx Ground / Home Delivery / Ground Economy is 1- 7 business days depending on distance to the destination. Please use the Delivery Time Estimation Tool below to check the expected delivery time. 

For estimated delivery date for FedEx domestic express services, please find here. 

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 the carrier's transportation flow, which is out of our control. We are not liable for any losses 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. 

Domestic Delivery Time Estimation Tool Links:
USPS Ground Advantage Delivery Estimation Check* (Service: Originating, Mail Class: USPS Ground Advantage, ZIP and City Name: 300 NORTH METRO GA): https://postalpro.usps.com/ppro-tools/service-standards-maps
USPS Priority Delivery Estimation Check*: https://www.usps.com/priority-mail/map/
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 Links:
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.
  
7. Where to find my tracking number for my order?
We will email you the tracking information if it is available. Please check your spam/junk folder for Auber’s shipment notification email. If your email address is incorrect, you may not receive Auber’s shipment notification email. Please contact us.

8.Which shipping methods provide guaranteed delivery dates? 
US domestic: 
USPS first-class/ground advantage does not guarantee the delivery date. See details here. 
USPS priority does not guarantee the delivery date. See details here.
USPS priority express (USPS EMS) provides overnight to 2-Day guarantee. See details here. 
For FedEx, currently only FedEx standard overnight, priority overnight and first overnight provide guaranteed delivery. See details here. 

International:
USPS/UPS/FedEx/DHL do not provide guaranteed delivery service for international shipping methods. 

9. USPS GlobalPost tracking issues
USPS Globalpost USPS is a consolidated international shipping method. The shipment will be shipped from Auber's warehouse in GA to a US sorting facility at first, then it will be forwarded to the international destination. Once your package is shipped, you will receive a tracking email. You can use the following two websites to track this package by the tracking number. 

GlobalPost Tracking Page: https://www.goglobalpost.com/track/
Parcelsapp Tracking Page: https://parcelsapp.com/en/tracking/

Recently, we noticed that USPS reused some tracking numbers for packages to Canada. So if you track your shipment through the links above, you may see some shipment updates in the past and that package was delivered already last year. It could be a system glitch on USPS/Canada Post end, because typically USPS/Canada Post will delete the history tracking information at first then reuse the tracking number for a new shipment. But no worry, once your package was picked, you will see the new updates. If you want to get a copy of your shipping label, please contact Auber.  

If you track the same tracking number via Canada Post and if you get a result as "Multiple PIN" status, it is due to the same reason above (reused tracking number in the system). Here is a walkaround solution shared via reddit, if this shipment is not delivered yet (link).  

10. Other notes & fees for shipping
Ship Collect (company address only)
(US only) Your order can also be shipped by your shipping carrier account, including FedEx and UPS. Please choose any shipping method during checkout, and leave a note for your preferred shipping method and your shipping carrier account information, such as account number and billing zipcode. We will issue you refund for shipping cost later. If you want to provide prepaid shipping label for your order, please contact us for the shipping weight/dimension of your order.

Signature On Delivery
We might ask the shipping carrier to request buyer's signature upon receiving of the package, unless the buyer informs us with written notice to waive our responsibility of losing the package. If the buyer want us to add signature requirement to his package, please leave a note when you checkout. We will contact you back if any additional surcharge.

Please note USPS international packages (including USPS EMS) are unable to add signature requirement. If an international customer wants to add signature requirement to his package, he need to choose FedEx international method, and leave a note for this special request during the checkout. 

FedEx Address Correction Fee
In case if an incomplete or incorrect delivery address is provided, FedEx (shipping carrier) may attempt to find the correct address or contact the receiver to complete delivery, thus an address correction fee will apply: $16 per correction (the amount is subject to change by FedEx). If FedEx is unable to complete delivery on time due to incorrect address provided, we will not be liable for failing to meet delivery commitment. For details, see page 2 of FedEx fee information (2019 Version).  

FedEx 3-party Broker Service Fee (FedEx Broker Select Option Fee)
This fee is only applicable for FedEx international economy/priority shipping methods. FedEx international service (international ground is excluded) covers FedEx brokerage service at no additional cost. For customers who want to use his 3-party brokerage company, FedEx will charge extra $10 (minimum) broker selection option fee. Please add this listing to your shopping cart, and leave a note for your brokerage company name & account number (if applicable).

Note for Brazilian customers
Effective Jan 1, 2020, all shipments to Brazil must include the recipient's Tax Identification (ID) number, including: CPF (Individual Tax ID), CNPJ (Business Tax ID) or Passport Number, requested by Brazilian Customs. Please include your ID number in comment box during checkout, or contact customer support to provide your ID number. 

11. Shipping issues
1). Package Arrived Late (US domestic)
USPS First Class and Priority mail do not have guaranteed delivery times 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 information shows the status of the package as “delivered” but you have not received the package, here are several possible scenarios:  1) USPS still has your package and the status “delivered” was and incorrect scan, 2) your package was delivered to the wrong address, most likely, to your neighbor, 3) the package was delivered to the mail room or your mailbox, or put in a not so obvious spot, 4) your package was delivered but now 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. If you still have not received your USPS domestic packages after 2 weeks, please contact us for further assistance.  
   
FedEx Express shipping methods (Express Saver, 2-Day, Overnight) have guaranteed delivery time and are supported by money-back guarantee. If your package arrives late, please contact us within 7 calendar days of the expected delivery date. If FedEx provides money back guarantee service for your FedEx shipment, please contact us within 7 calendar days of the expected delivery date. For the current status of FedEx money back guarantee policy, please see the official link here. 

If the customer has not reported this missing shipment within 30 calendar days of ship date, Auber will not be responsible.

2). Package Arrived Late (International)
1) USPS Intl packages: Currently, the average USPS intl shipping time is about 4-5 weeks. Informed by Auber shipping insurance company, we can only file the USPS intl package lost claim 30 days after the shipment date, and within 90 days after the shipment date. Please email your request to info@auberins.com 

2) USPS GlobalPost packages: If the USPS/GlobalPost tracking links show your package is delivered but you still have not received it, please use the parcelsapp website to track this package by the same tracking number at first, you will find the "Next tracking numbers" on the right section of the page (a different tracking number). Then please visit your local shipping carrier websites and use the last stop tracking number to track it. For example, Canada Post in Canada or DHL in Germany. Your local shipping carrier may have more information regarding this delivery than USPS. 

3) FedEx International Ground: If you did not receive the FedEx International package on time, please file your lost claim to info@auberins.com within 7 to 15 calendar days of ship date.

4) FedEx International Express/UPS Worldwide/DHL Express: If you did not receive the package on time, please file your lost claim to info@auberins.com within 2 to 7 calendar days of estimated delivery date.

5) showed "delivered" status on the tracking, but you still have not received it, please try to locate the package around the delivery location first, including checking your mailbox, front door, etc. You can also call your shipping carrier for help. If locating the package did not help, please file your lost claim to info@auberins.com within the particular period above.

3). Missing 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 calendar days of the delivery date. We will arrange to send 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. 

If the customer has not reported an item as missing within 7 calendar days of delivery date, Auber will not be responsible.

4). Package is damaged during transit
If your packages has been damaged during transit, please contact us within 7 calendar days of delivery date. Please 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 packingslip (paperwork inside of your package).

If the customer has not reported an item as lost within 7 calendar days of delivery date, Auber will not be responsible.

Last update: 10/31/2024