Shipping policy
Last Updated: November 11, 2026
At Beatello, we design every part of your experience with care—from the craftsmanship of our drums and percussion to the moment each piece arrives at your door. Because many of our kits and components are hand-built or produced in small batches, delivery timelines may vary depending on availability, destination, and shipping method.
We partner with trusted logistics providers to ensure your order arrives safely, securely, and in excellent condition.
1. Order Processing
All orders follow a two-stage journey: processing and shipping.
Processing Time
- In-stock items: 1–3 business days
- Out-of-stock or made-to-order items: 3–5 business days
- Large drum kits and custom builds may require additional preparation time.
Processing includes quality checks, packing, and scheduling with the appropriate carrier.
2. Shipping Time
U.S. In-Stock Items (labeled "In Stock — Ships from U.S.")
- Dispatch: usually within 1–3 business days from our U.S. warehouse
- Delivery within the United States: 3–5 days from order
- Carriers: FedEx, UPS, or USPS
Standard Shipping (Ocean Freight)
- Processing Time: 3–5 business days
- Sea Freight Transit: 15–25 business days
- Total Time to Door: 18–30 business days
- Carriers: Sea freight with final-mile UPS / FedEx delivery in the destination country
Small Accessories (Air Small Packet)
- Processing Time: 3 business days
- Air Transit: 7–10 business days
- Carriers: Air small packet with local final-mile delivery
Expedited Air Freight
- Processing Time: 3–5 business days
- Air Transit: 5–10 business days
- Total Time to Door: 8–15 business days
- Carriers: DHL Express or FedEx International
- Cost: Calculated at checkout based on weight and destination
Other Countries
Beatello accepts international orders. Free shipping is available to the United States, Canada, Australia, the United Kingdom, France, Germany, Spain, and Italy.
For orders shipped to destinations outside this list, additional shipping fees will apply. Shipping costs vary depending on the destination, product size, weight, and delivery requirements.
Please contact our customer service team at support@beatello.com before placing an international order so we can provide a shipping quote and confirm whether delivery is available to your location.
3. Duties, Taxes & Import Fees
United States — In-Stock Items: Shipped domestically from our U.S. warehouse; no import duties or customs charges apply.
Standard Shipping (Ocean Freight): Beatello covers all applicable customs duties and import taxes for the destinations we ship to. The amount shown at checkout is final — you will not be asked to pay additional charges on delivery.
Air Small Packet (Small Accessories): You will not be asked to pay additional import charges on delivery.
Express Air Freight (DHL / FedEx): Import duties, taxes, or carrier fees may be collected by the carrier at the time of import or delivery. Any such charges are the responsibility of the customer.
Other International Orders (destinations outside our free-shipping list): Local VAT, customs duties, import taxes, brokerage fees, or other government charges may apply depending on your country's import regulations. These are the responsibility of the customer unless otherwise stated at checkout.
If you have questions about whether duties will apply to your specific order, please contact us at support@beatello.com before placing your order and we will provide a clear estimate.
4. Where We Ship From
Beatello fulfills orders from two locations:
Depending on availability, your order may ship from:
- United States warehouse — in-stock items only (labeled "In Stock — Ships from U.S." on the product page)
- China warehouse — large & oversized items, small accessories, and made-to-order pieces
Orders containing multiple items may ship separately.
5. Order Tracking
When tracking is available:
- U.S. In-Stock Orders: Tracking is issued at dispatch (usually 1–3 business days after order).
- Express Air Freight Orders: Tracking is issued at dispatch.
- Air Small Packet (Small Accessories): Tracking is issued at dispatch.
- Standard Ocean Freight Orders: Tracking is issued once the shipment clears the destination port and enters the local delivery network — typically 3–4 weeks after order placement. Prior to this, your shipment is in production or consolidation.
Tracking Updates: Once tracking is issued, please allow up to 48 hours for the carrier's system to reflect the latest status.
Split Shipments: If your order contains multiple items, they may ship separately based on production schedule, stock location, or package size. Each shipment will have its own tracking number. No additional standard shipping fee will be charged for split shipments.
6. Order Changes, Cancellations & Delivery Issues
Address Changes & Cancellations: You may cancel your order or update your shipping address free of charge within 48 hours of purchase by emailing support@beatello.com. Once an order has entered production or been handed to the carrier, changes may require rerouting fees or may no longer be possible.
Items Damaged in Transit: If your order arrives damaged, please contact us within 7 days of delivery with clear photos of the damaged item, the packaging, and the shipping label. We will provide a resolution — typically a free replacement of the damaged part or item, at our cost.
Lost Packages: If your tracking shows "Delivered" but you have not received the package, please contact us within 7 days. We will open a carrier investigation on your behalf and provide a resolution once the investigation concludes.
Failed Delivery: If a package is returned due to an incorrect address, refusal of delivery, or failure to clear customs, the customer is responsible for the return shipping costs, which will be deducted from any refund issued. We do not charge a restocking fee.
7. Contact Information
Beatello Customer Support
- Email: support@beatello.com
- Phone: +852 5434 5828
- Hours: Monday – Friday, 09:00 – 18:00 (HKT)
During the hours listed above, our phone line is staffed by live customer service representatives. Outside of business hours, please email us and we will respond within 1 business day. We aim to respond to all email inquiries within 24 business hours.
Registered Office (official correspondence only — not a return address):
Beatello Group Hong Kong Limited Unit 18, 8/F, Peter Leung Industrial Building 103 Wai Yip Street, Kwun Tong, HK SAR