Thank you for choosing HOZO! Once your order is placed, your order will pass through several stages before arriving at your door.
This guide helps you understand your order journey, track your package, and find answers to common international shipping questions, while providing guidance for common situations you may encounter during the waiting process and helping you feel more confident throughout your delivery experience.
Note: This guide describes the typical international shipping process used by HOZO. Actual shipping routes, tracking updates, customs procedures, and delivery times may vary by destination, shipping method, and carrier.
Shipping Time & Tracking Your Order
Once your order is placed with International Standard Shipping, HOZO will prepare and ship your package as quickly as possible. To help ensure smooth delivery, please make sure your shipping information is complete and accurate when placing your order.
Shipping Time
Orders are generally processed within 1–3 business days at the HOZO Distribution Center. Once your order has shipped, you will receive a shipping confirmation email with your tracking details.
Delivery Time
HOZO is committed to working with established logistics providers and selecting appropriate shipping routes and services to help ensure that orders are delivered efficiently and securely.
For estimated delivery times by destination and shipping method, please refer to our Shipping Policy.
Note: The estimated delivery time starts from the day your tracking number becomes available, not from the order confirmation date. Actual delivery times may vary depending on your destination, shipping method, carrier, and transportation conditions. If your package has exceeded the estimated delivery timeframe or the tracking status appears unusual, please contact HOZO Support with your order number and tracking information.
Tracking Your Package
Your tracking number allows you to follow your package throughout most of its delivery journey. You can find your tracking information in your shipping confirmation email or on your order status page.
A typical HOZO international shipment journey looks like:
Depending on the destination and shipping method, the exact route may vary. You can use your tracking information to see which stage your package has reached, then refer to the FAQ section below if you have questions about a particular tracking status.
Common Shipping Questions & Solutions
FAQ Quick Navigation
Click a question below to jump directly to the relevant answer.
Tracking & International Transit
- Why is my package taking longer than the estimated delivery time?
- Why has my tracking information not updated?
- What does “In Transit” mean?
- Why does my tracking seem to have stopped updating after “Clearance Processing Completed – Import”?
- Why does the tracking location look different from my city?
Customs
- Will I need to pay customs fees or import taxes?
- Why is my package delayed during customs clearance?
Local Delivery
Returned Packages
Address Changes
1. Tracking & International Transit
Why Is My Package Taking Longer Than the Estimated Delivery Time?
The delivery time shown is an estimated transit time, based on typical shipping conditions for each destination and shipping method. Actual delivery times may vary depending on the carrier’s transportation route and local delivery conditions.
Your package may take longer than estimated due to factors such as:
- International transportation and carrier handovers
- Customs clearance or inspection
- Transportation or flight schedules
- Local sorting and delivery
- Weather conditions or public holidays
- Peak shipping periods
- Address or contact information issues
Most delays are temporary, and your package will generally continue moving once the relevant processing is completed.
If your package has exceeded the estimated delivery time by a significant amount, please contact HOZO Support with your order number and tracking information. We will help check the latest shipment status with the carrier.
Why Has My Tracking Information Not Updated?
It is normal for tracking information to pause temporarily during international transportation. Your package may still be moving between logistics facilities, airports, customs facilities, or local carrier networks without generating a new tracking event.
The first tracking update may take up to 3 business days after you receive your tracking number. For packages already in transit, a temporary gap of 2–5 business days can also occur, particularly during international transportation, carrier handovers, customs processing, or local sorting.
When should you contact us?
- 2–3 business days without an update: This can be normal, and your package may still be moving through the logistics network.
- More than 5 business days without a new update: We recommend contacting HOZO Support so we can help check the shipment status with the carrier.
If you have any concerns about your shipment, please feel free to contact HOZO Support. We’re happy to help.
What Does “In Transit” Mean?
“In Transit” generally means that your package is still moving through the delivery network.
For example, your package may be:
- Traveling between countries
- Moving between international sorting facilities
- Waiting for the next transportation or scanning event
- Being transferred from an international carrier to a local carrier
Tracking updates may be less frequent during international transportation. A temporary lack of updates does not necessarily mean that your package is stuck or lost.
Why Does My Tracking Seem to Have Stopped Updating After “Clearance Processing Completed – Import”?
This is a common tracking situation for international shipments.
After import customs clearance is completed, the package may still need to be collected, sorted, transferred, or processed by the next logistics facility before it continues to the final-mile carrier.
During this stage, tracking may temporarily remain unchanged while the package is moving between facilities.
In many cases, the next update appears when the package is received and scanned by the next facility or local carrier. This process often takes around 1–2 business days, although it may take 3–5 business days in some special circumstances, depending on local transportation and handling conditions.
You can continue monitoring your shipment through the available tracking information. If you are concerned about an unusually long delay, please contact HOZO Support and we will help check the shipment status.
Why Does the Tracking Location Look Different From My City?
It is normal for a tracking location to be different from your delivery city.
International packages usually move through regional distribution centers, airports, customs facilities, and carrier hubs before reaching the final destination. A shipment may therefore appear in another city or regional hub during transit.
The location shown in tracking usually indicates where the package was last scanned, not necessarily where it is being delivered. As long as the shipment continues to receive tracking updates, there is generally no need to be concerned.
2. Customs Clearance & Import Taxes
Will I Need to Pay Customs Fees or Import Taxes?
Customs requirements vary by destination country, shipping method, and local import regulations.
For US domestic shipping and international shipping to EU countries, applicable tax/VAT is generally covered by HOZO. This does not apply to orders shipped using DHL International Expedited Shipping. If you are charged applicable duties or taxes for a qualifying US/EU shipment, please contact us with the payment receipt for reimbursement.
For other international destinations, the product price generally does not include import duties, taxes, or other charges that may apply under local laws. If such charges apply, the local courier or customs authority will normally contact the recipient. Because import rules differ from country to country, customers are responsible for understanding the applicable customs requirements before placing an international order.
For complete information, please refer to our Shipping Policy.
Why Is My Package Delayed During Customs Clearance?
Customs processing time depends on the destination country and local customs procedures. A shipment may take longer if customs requires additional information, performs an inspection, or needs additional time to complete local clearance procedures.
Once customs clearance is completed, the package will continue to the next stage of transportation and final delivery.
If the carrier or customs authority contacts you for additional information or action, responding promptly can help avoid unnecessary delays.
Here’s what the customs clearance process may look like:
3. Local Delivery & Receiving Your Package
After customs clearance and local processing, your package is handed over to the local carrier for final delivery.
At this stage, tracking updates may become more frequent. Depending on the carrier and destination, the package may be delivered directly to your address or mailbox, require a signature, be left at a designated location, or be held at a local pickup point.
If the carrier cannot reach you or a delivery attempt is unsuccessful, the carrier may arrange another delivery attempt or provide instructions for collecting the package from a pickup location.
If multiple delivery attempts fail or a package is not collected within the carrier’s required holding period, it may eventually be returned to the carrier’s return facility.
To help ensure successful delivery, please:
- Check your tracking updates regularly
- Keep your phone number available
- Respond promptly to carrier notifications
- Check your mailbox, reception area, or designated delivery location after delivery
My Package Shows “Delivered” but I Cannot Find It. What Should I Do?
If your tracking shows “Delivered” but you cannot locate the package, please first check:
- Your mailbox or front door
- Building reception or mailroom
- Nearby safe delivery locations
- With family members, colleagues, or neighbors who may have accepted it
For the fastest investigation, we recommend contacting the last-mile carrier directly using your last-mile tracking number. Ask the carrier to confirm the delivery details, such as the delivery time, location, and any available delivery photo or proof of delivery.
If the carrier is unable to locate the package, please keep any communication records and request a formal loss confirmation or delivery investigation result if available.
You can then contact HOZO Support with:
- Order number
- Tracking number
- Last-mile tracking number, if available
- Communication records with the local carrier
- Any proof of delivery or delivery investigation results, if available
We will use this information to help coordinate the next steps with the carrier.
4. Delivery Exceptions & Returned Packages
Why Was My Package Returned to Sender?
If your tracking shows “Returned to Sender”, the package may have been returned because the carrier could not complete delivery, the local courier may hold it until the correct address is provided and confirmed.
Common reasons include an incorrect or incomplete address, an invalid or unreachable phone number, unsuccessful delivery attempts, failure to complete required customs procedures, or failure to collect a package from a designated pickup location within the carrier’s holding period.
If you see a return status, please contact HOZO Support as soon as possible. We will confirm the return status with the carrier and check the available next steps.
5. Address Changes
Can I Change My Shipping Address After Ordering?
If your order has not yet shipped, please contact HOZO Support as soon as possible. We will check whether the address can still be updated. Once a package has been shipped and is in transit, the shipping address generally cannot be changed by HOZO. This is why it is important to carefully check your shipping information before completing checkout.
6. How to Avoid Common International Shipping Problems
A few simple steps can help make your delivery experience smoother.
Before placing your order
- Confirm your shipping address carefully
- Include your apartment, unit, or building number when applicable
- Provide a valid and reachable phone number
- Use an email address that you regularly check
- Check your country’s applicable import requirements when necessary
After your order ships
- Keep your tracking number
- Monitor tracking updates and carrier notifications
- Respond promptly if the carrier or customs authority contacts you
- If a last-mile tracking number becomes available, use it to follow the final delivery directly
Need Help With Your HOZO Shipment?
We hope this guide gives you a clearer picture of how your HOZO package travels from our warehouse to your door and helps answer some of the questions that may come up along the way.
International shipping can involve several stages, and a tracking update may not always tell the full story. Our goal is to make the process more transparent and help you feel informed and confident while your order is on its way.
If you still have questions or are unsure about your shipment status, please feel free to contact HOZO Support. We’re always happy to help you understand what is happening with your package and what to expect next.
Thank you for choosing HOZO — we hope your order arrives safely and that you enjoy using it.
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