Shipping Policy

Active Reset is operated by Clavis International Trading Limited, a Hong Kong-based ecommerce company.

We prepare, check, and dispatch orders from Hong Kong using fast tracked international shipping with trusted courier partners.

Order Processing

Once your order is placed, our team will begin preparing your items for dispatch. Most orders are processed and dispatched within 3–5 business days.

During busy periods, product launches, public holidays, or courier delays, processing may take slightly longer. If there is a significant delay with your order, we will contact you by email.

UK Delivery Time

For UK orders, estimated delivery time is usually:

3–5 business days for order preparation and dispatch
3–5 business days after dispatch for tracked delivery

Estimated total delivery time is usually 6–10 business days from the date your order is placed.

Business days do not include Saturdays, Sundays, Hong Kong public holidays, UK public holidays, or courier non-working days.

Where We Ship From

All orders are dispatched from Hong Kong. Before dispatch, your order is prepared and quality checked to make sure the items are in suitable condition.

Shipping Confirmation & Tracking

Once your order has been dispatched, you will receive a shipping confirmation email with your tracking information.

Tracking updates may take 24–48 hours to appear after the courier has collected the parcel.

Shipping Address

Please make sure your shipping address is complete and accurate before placing your order.

Active Reset is not responsible for delays, failed deliveries, or lost parcels caused by incorrect or incomplete shipping details provided at checkout.

If you notice an address mistake, please contact us as soon as possible at info@active-reset.com. We will do our best to update the address before dispatch, but we cannot guarantee changes once the order has been processed or shipped.

Customs, Duties & Import Taxes

Orders are shipped from Hong Kong. Depending on your country’s import rules, your order may be subject to customs duties, VAT, import taxes, or courier handling fees.

Unless clearly stated at checkout, these charges are not included in the product price or shipping fee and are the responsibility of the customer.

If customs or import charges are required, the courier may contact you directly before delivery.

Delivery Delays

We aim to deliver orders within the estimated timeframe, but delays can sometimes happen due to customs clearance, courier issues, weather, public holidays, incorrect addresses, or other circumstances outside our control.

If your tracking has not updated for several days, please contact us at info@active-reset.com and we will help check the status of your shipment.

Failed Delivery or Returned Parcels

If a parcel cannot be delivered due to an incorrect address, missed delivery attempts, refusal to pay import charges, or failure to collect the parcel, it may be returned to us.

In these cases, we may deduct the original shipping cost, return shipping cost, courier charges, customs fees, or handling fees from any refund, where applicable.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at info@active-reset.com with:

• Your order number

• Photos or videos of the issue

• Photos of the packaging, if damaged

We will review the issue and help arrange a suitable solution.