Shipping Policy

Last updated: September 2026https://www.cutesonicai.com

Regions We Serve: CUTESONIC currently ships to the following regions only: the 48 contiguous United States; Canada, excluding Yukon, Northwest Territories and Nunavut; the United Kingdom mainland and Northern Ireland; Germany mainland; France mainland and Corsica; and Australia mainland and Tasmania. Orders to any other destination cannot be accepted. We are unable to deliver to Alaska, Hawaii, Puerto Rico, Guam, the U.S. Virgin Islands, the Northern Mariana Islands, the U.S. Minor Outlying Islands, APO/FPO military addresses, PO boxes, freight forwarding facilities, French overseas territories, or any destination that is not offered at checkout.

At CUTESONIC, we are committed to providing clear, reliable shipping and delivery information for our AI companion products. This Shipping Policy outlines our order processing, delivery and shipping-related procedures. By placing an order on our website, you acknowledge and agree to the terms below.

1. Free Standard Shipping

CUTESONIC offers permanent free standard shipping on all orders delivered within the regions we serve. No minimum purchase is required. This is a standard service, not a limited-time promotion.

Shipping Restrictions

  • We do not deliver to Alaska, Hawaii, Puerto Rico, Guam, the U.S. Virgin Islands, the Northern Mariana Islands, or French overseas territories
  • We do not deliver to APO/FPO military addresses, PO Boxes, or freight forwarding facilities
  • We do not deliver to destinations that are not offered at checkout
  • Products containing lithium batteries are shipped by ground service only and cannot be sent by air

If an order is placed from a restricted destination, we will contact you within 2 business days to cancel the order with a full refund or to discuss the available alternatives.

2. Order Processing

Standard Processing Time

  • In-stock orders are typically processed and shipped within 1–3 business days after payment confirmation
  • Processing time is separate from delivery time and is not included in the delivery estimates in Section 3

Business Days

Business days exclude Saturdays, Sundays and public holidays at the warehouse of dispatch.

Order Cut-Off Time

Orders placed before 5:00 PM on a business day are typically processed the same business day. Orders placed after the cut-off time, or on a non-business day, are processed on the next business day.

Peak Season Processing

During holidays, promotional events, product launches and peak shopping seasons, order processing may take up to 5 business days.

Order Modifications & Cancellations

  • You may change your shipping address or cancel your order free of charge before it has been processed for shipment
  • Once an order has been processed and shipped, modifications and cancellations are no longer available

3. Estimated Delivery Times

Delivery times begin after your order has been shipped, not after the order is placed.

Shipping Method Estimated Delivery Time
Standard Shipping (Free) 5–8 business days after shipment
Express Shipping (where available) 2–4 business days after shipment

Important Notes

  • Delivery estimates are not guaranteed and may vary due to severe weather conditions, carrier operational delays, public holidays or peak season shipping volume
  • Shipments containing lithium batteries travel by ground service and may take longer than air shipments
  • An adult signature may be required on delivery for higher-value orders. Please make sure someone is available to sign for the package to avoid delivery delays
  • Once an order has been placed, we can only deliver to the shipping address provided at checkout

4. Order Tracking

  • You will receive an order confirmation email as soon as your order is placed
  • Once your order has shipped, you will receive a shipping confirmation email containing a tracking number
  • Please allow up to 24 hours for tracking information to become active in the carrier's system
  • You can use the tracking number to monitor the progress of your shipment on the carrier's website

Multiple Warehouses & Split Shipments

  • CUTESONIC may fulfil orders from more than one warehouse location depending on inventory availability, destination and logistics efficiency
  • Warehouse selection is determined automatically and cannot be chosen by customers
  • Orders containing multiple items may be shipped separately and arrive in more than one package
  • You will receive a separate shipping confirmation email with an individual tracking number for each package

5. Lost, Damaged or Incorrect Shipments

If your package is confirmed lost by the carrier, arrives damaged, or contains the wrong product:

  • Contact our customer support within 30 days of the scheduled delivery date
  • Provide your order number and clear photos or videos of the issue for damaged or incorrect items
  • We will complete our investigation with the carrier within 3 business days
  • Once the issue is confirmed, you may choose between a free replacement shipment or a full refund

All costs associated with confirmed lost, damaged or incorrect shipments are covered by CUTESONIC. Please inspect your package on arrival. If a product appears damaged, swollen or overheated, stop using it and contact us before charging or operating it again.

6. Shipping Address Accuracy

Customer Responsibility

  • Customers are responsible for providing complete and accurate shipping information at checkout
  • If an order cannot be delivered because the address provided is incorrect or incomplete, you are responsible for any additional shipping cost incurred for re-delivery
  • If the package is returned to us, a refund will be issued less the original shipping cost and any return fees charged by the carrier

CUTESONIC Responsibility

  • If an address error is caused by our mistake, we will reship the order at no additional cost to you, or issue a full refund, at your choice

7. Undeliverable Packages

If a package is returned to us as undeliverable, for example because no one was available to sign, the address could not be found, or delivery was refused:

  • We will contact you within 2 business days to arrange re-delivery or cancellation
  • If you choose re-delivery, you are responsible for the additional shipping cost
  • If you choose cancellation, a refund will be issued less the original shipping cost and any return fees charged by the carrier

8. Delivery Delays

CUTESONIC is not responsible for delays caused by events outside our reasonable control, including:

  • Severe weather conditions
  • Transportation disruptions or carrier operational delays
  • Labour strikes
  • Customs inspections and import clearance
  • Force majeure events

While we aim to meet every estimated delivery timeline, delays may occasionally occur. We will notify you of any significant delay as soon as we become aware of it. For orders delivered outside the country of dispatch, any import duties, taxes or clearance fees are the responsibility of the recipient.

9. Reservations, Pre-Orders and Shipping Dates

Some CUTESONIC products are offered for reservation before they are in stock. No product is shipped at the time a reservation deposit is paid.

  • A reservation deposit reserves your place in a shipping batch and is not a shipping fee
  • The remaining balance and the applicable shipping charge are collected before your order is dispatched
  • Where a product is funded through a third-party crowdfunding platform, shipping is charged separately and is governed by that platform's terms and the campaign page
  • We will send an address confirmation email before your batch enters fulfilment. Please confirm or update your address within the period stated in that email so that your shipment is not delayed
  • Shipping dates published for reservations and pre-orders are estimates. Production, testing and logistics can shift these dates, and we will notify you of any material change

10. Battery, Safety and Delivery Requirements

  • CUTESONIC products contain rechargeable lithium batteries and are classified as dangerous goods for transport. They are shipped by ground service only
  • Products containing lithium batteries cannot be delivered to PO Boxes, APO/FPO addresses or freight forwarding facilities
  • An adult signature may be required on delivery. If the shipment cannot be handed over, it may be returned to us as undeliverable under Section 7
  • Inspect the product on arrival. If the battery appears swollen, damaged or overheated, do not charge or operate the device and contact us immediately
  • Do not use unauthorised chargers, cables or power adapters, and follow the operating conditions described in the product documentation

11. Returns & Return Address

All authorised returns must be sent only to the Returns Centre provided by CUTESONIC customer support. Returns sent to unauthorised warehouse locations may be refused, discarded, or become ineligible for refund processing.

For complete return instructions, please refer to our Refund Policy.

12. Policy Updates

CUTESONIC reserves the right to update, modify or replace this Shipping Policy at any time. Changes are effective immediately upon publication on our website and will not apply retroactively to orders already placed. We encourage you to review this policy periodically for updates.

13. Contact Information

Customer Support

  • Email: support@cutesonicai.com

Official Website: https://www.cutesonicai.com