Shipping & Delivery

Shipping & Delivery

Q1. What countries does Pilot Dolphin Technology deliver to?

We can deliver orders to most countries in the world. Goods are sent from our warehouse by courier, and delivered direct to your door (home or company address). Please check Shipping & Delivery to get more details.

Q2. For remote areas: can couriers deliver to remote areas?

Yes, wherever you are, we will be able to deliver the products to you.

FedEx or DHL might in some cases apply a nominal "remote area charge". This is very rare but can happen when your delivery address is too far from the main logistics centers.

If your address is located in a remote area for the courier of your choice, we will contact you to discuss the issue. You will need to pay an extra $30 to cover the remote shipping fees from FedEx or DHL. However, if you do not want to pay any additional fees, we would suggest that you ship your order with EMS or CAINIAO (Standard Shipping). 

Q3. Can you ship to PO Box and/or  APO addresses?

We strongly recommend that you provide a physical address to facilitate order delivery.

If you really need to ship the package to a PO BOX then you have to select Flat Rate Shipping as the shipping method and only for order items which weight 2kg or less. For heavier items, you need to select an alternate address.

Please note that both DHL and FedEx are unable to deliver items to APO or PO BOX addresses.

Q4. If an item is missing a manual. Some products are supposed to ship with a manual but...

  • Case 1. Sometimes the manual just isn't very good, and you need more help with the product.

  • Case 2. Sometimes we made a mistake and the manual was not put in the box.

  • Case 3. Sometimes the product is new but the manual is not in good condition so we take it out!

  • Case 4. Sometimes the manufacturer doesn't provide the hard-copy but a soft-copy of the manual only.

Here's how we'll help:

  1. Please contact us with your order number and the product code. Explain whether the manual is missing, or what aspect of the product's function you need help with.

  2. If the manual is missing accidentally, or there is no any hard-copy at all, we'll provide you a link where you can download it, or we can also download and send it to your email address.

Please note: We currently only offer English manuals for all our products.

Q5. If an item is missing accessories such as re-charger or cable.

Before you launch the order on Karavan.cn, you should confirm with our staff about the details in the package. Normally our staff will issue a package catalog which indicates all included items to you.

If something is really missing, please contact us, and here's how we'll handle it:

  1. Please provide us your order number and the product code.

  2. If the missing accessory is hard to describe, please provide a photo of similar product from Karavan.cn or any other resources available to you.

  3. If we confirm something is missing, we'll send it to you free of charge.

Q6. If your item is delivered with some key parts missing.

If a key part of your product is missing on delivery, here is how we can resolve the problem for you:

  1. Please contact us with your order number and product code and clarify what part is missing.

  2. For major, expensive and integral product parts we may need to follow it up as a 'lost/stolen in delivery', and coordinate with courier for further support or compensations.

  3. If the part is small or an accessory, we just simply re-send it to you.

Q7. If you receive a multi-item delivery with some Items are missing.

Please simply follow these steps:

  1. Unpack all the products because sometimes our packing staff will try to save space by placing smaller items inside the boxes of bigger items.

  2. Check the status and comments of your order on Karavan.cn to see if you receive any messages or emails from us regarding your order. It's possible we split your order into more than one delivery to speed things up.

  3. Next, you should contact us to explain the problem. Provide your order number and clearly describe which item(s) is missing. We will then cross-check our warehouse records to see whether the products are correctly packed and dispatched, or whether the item(s) goes missing during shipping and is lost/stolen. (This is rare, but it happens.)

  4. If it is definitely a lost/stolen item issue, you need to contact the courier company that delivered your item and register a formal complaint. You must do it as soon as possible. The tracking number is available from the packaging and from your order history. It's imperative that you, or the recipient of the delivery, contact the courier company directly and follows the steps in their incident reporting system. They will provide you with confirmation of your complaint, and we can then confirm the incident on our side when we speak to the courier.

  5. In order to combat fraud, we cannot independently verify lost/stolen item complaints which means we have to wait for the decision of the courier company about whether they accept the claim to provide compensation. If they accept the claim, depending on the case they will either offer you compensation or, more commonly, to compensate us. In that case we will inform you and either pass on the refund directly or make a new delivery to you - it will be your choice to make.

  6. Sometimes the confirmation process from the courier can take a while, and you could consider making a new order on Karavan.cn in the meantime if you need the products urgently.

Q8. If there is some problem for receiving delivery due to Customs.

Usually, when you import goods from China, the packet will be inspected by your local Customs Office.

However there's usually no reason to be worried because:

  1. Karavan.cn provides all the necessary paperwork for your shipment.

  2. In most countries it's pretty easy to import most kinds of consumer electronics;

  3. The actual process of customs clearance is usually handled completely by the delivery company (e.g. UPS, FedEx, DHL);

  4. If there is any duty (import tax) or other charges to pay, the courier will usually pay it first and deliver the products to you, then you pay the costs back to the courier upon receiving.

  5. We keep tracking of all our deliveries. In the event that an order is delayed in Customs or experiencing other issues, please feel free to contact us and we will contact the shipping agent on your behalf.

Customs Liability

  1. If, for any reason, the products cannot be delivered to you due to a Customs problem, we will discuss with you case by case about how to  handle the issue(s) best.

  2. If goods cannot be delivered due to restrictions in your own country, this is your sole responsibility. For example, if you decide to import a UAV system, but this technology is illegal or restricted due to local laws in the destination country, that is your sole responsibility to know about it before you launch the order on Karavan.cn. If the delivery is failed for such reason, we cannot offer any compensation as it is the importer's responsibility to know about the local regulations. Another situation in which you must accept liability is where your country requires you to have a licence to import commercial goods. In such case, it is your sole responsibility to know about it before you place an order, and we cannot offer any compensation in the case of a failed delivery.

  3. As the importer you hold sole legal responsibility for responding to questions about imported goods delivered to yourself. Import duties, sales tax, and any other Customs charges and fees are your sole responsibility as described in our terms and conditions. If a delivery fails because you do not respond in time to Customs communications, or you refuse to pay the applicable charges, we cannot offer any compensation.

Back to blog