Shipping & Delivery Policy

Shipping & Delivery Policy

Last Updated: August 2026

Introduction

Shanghai Atlas provides premium relocation, property consulting, school placement, and concierge services, as well as digital and physical products such as our "Shanghai First 30 Days" relocation guide. This policy outlines our service delivery timelines, product shipping methods, and related terms. Please read this policy carefully before purchasing our services or products.

Service Delivery

Consultation Services

Our private consultation services are delivered according to the following schedule:

  • Initial Consultation — Scheduled within 3–5 business days of confirmed booking and payment
  • Delivery Method — Conducted via video call (Zoom / Microsoft Teams), phone call, or in-person meeting at our Shanghai office, at your preference
  • Duration — Each consultation session typically lasts 60–90 minutes, depending on the service package
  • Rescheduling — You may reschedule up to 24 hours before the scheduled time at no additional cost. Late cancellations may be subject to a fee

Full-Service Relocation Packages

Our comprehensive relocation packages involve ongoing service delivery over an extended period:

  • Service Activation — Within 2 business days of confirmed payment and signed service agreement
  • Dedicated Consultant — A personal relocation consultant will be assigned to you and will initiate contact within 24 hours of activation
  • Delivery Timeline — Service duration varies by package (typically 30–90 days), as specified in your service agreement
  • Progress Updates — Regular progress reports provided via email or your preferred communication channel
  • Service Completion — Marked by delivery of all agreed-upon services and a final settlement review

Product Shipping

Digital Products

Digital products (e.g., downloadable guides, templates) are delivered electronically:

  • Delivery Method — Instant download link sent to your registered email address upon successful payment
  • Delivery Time — Typically within 5–10 minutes of payment confirmation. If you do not receive the email, please check your spam folder or contact us
  • Access Period — Download links remain active for 30 days from purchase. You may request a re-send within this period at no cost
  • Format — PDF format, compatible with all major devices and operating systems

Physical Products

Physical products (e.g., printed guides, branded materials) are shipped as follows:

  • Processing Time — Orders are processed within 1–3 business days (excluding weekends and public holidays)
  • Shipping Methods — Standard shipping (5–10 business days) and Express shipping (2–4 business days) available at checkout
  • Shipping Costs — Calculated at checkout based on destination and weight. Free standard shipping on orders over the threshold amount specified at checkout
  • Tracking — A tracking number will be provided via email once your order ships
  • International Shipping — Available to most countries. Additional customs duties, taxes, or fees may apply and are the responsibility of the recipient

Delivery Issues

Delayed Delivery

If your service or product is delayed beyond the estimated timeline, we will notify you promptly and provide an updated delivery estimate. Causes of delay may include but are not limited to: high demand, third-party partner availability, customs processing, or force majeure events.

Lost or Damaged Shipments

If your physical product arrives damaged or is lost in transit, please contact us within 7 days of the expected delivery date with photos of the damaged item and packaging. We will arrange a replacement or refund at our discretion.

Incorrect Address

Please ensure your shipping address is correct at the time of purchase. We are not responsible for orders shipped to incorrect addresses provided by the customer. If you notice an error, contact us immediately — we can update the address if the order has not yet shipped.

Customer Responsibilities

To ensure smooth service delivery, customers are expected to:

  • Provide accurate and complete information required for service delivery
  • Respond to consultant communications in a timely manner (within 48 hours)
  • Be available for scheduled consultations and meetings
  • Provide necessary documentation (identification, visa details, school records, etc.) as required
  • Inform us of any changes to your contact information or relocation timeline

Delays caused by the customer's failure to fulfill these responsibilities may extend the service delivery timeline and may affect eligibility for refunds.

Force Majeure

We shall not be liable for any delay or failure in service delivery or product shipping resulting from causes beyond our reasonable control, including but not limited to: natural disasters, pandemics, government regulations, travel restrictions, strikes, war, or disruption of transportation networks. In such events, we will work diligently to resume service as soon as possible and will communicate any impacts to affected customers.

Contact Us

For questions about service delivery, product shipping, or to report a delivery issue, please contact our support team at:

Email: koojasmyn@gmail.com
Response Time: Within 24–48 business hours

This Shipping & Delivery Policy was last updated in August 2026.