Customer Service

1.Notice to Brazilian customers

  • Brazilian customers NEED to provide your VAT number or CPF(Cadastro de Pessoas Físicas) number for Brazil (fill in the Apartment column which is below to the Address column)

The CPF has 11 numbers  → (
 For example:111.111.111-11 

  • Brazilian customers can purchase in two ways:
1) Direct purchase of DDP(Delivered Duty Paid) goods;
2) Enter the tracking number on the Brazilian National Post website, pay the handling fee online by credit card or bank transfer, and wait for the package arrive.(Recommend)
More details please visit  pagbrazil


Where can we deliver the package to? What is the shipping method?

We offer two options of shipping methods for you to choose:
1)Free Worldwide Normal Registered Mail (Free Shipping )
2)DHL Service (shipping fee paid by the customers while checkout)

Shipping Details:

1)We choose a free shipping service on all orders by default, in the circumstance where you do not choose DHL logistics while checkout.

*If the DHL service doesn't support delivery to your location, we will contact you first and ask for your suggestion. But If we haven't received your email within 5 days, we will use another shipping method to ship your package and refund the DHL shipping fee later.

2)We will pack your order and ship it within 1 working days after we receive your order (Except pre-order items or items not in stock)

3)Processing time 1-2 working days, in most cases, we will ship your orders that day or the next day as soon as possible. (Except weekends, holidays, or other special conditions)

4)Tracking information will be automatically sent via email after the orders were shipped.
*Please enter your valid email address in your contact information to ensure you can receive the order confirmation and tracking information)

*5)Any items in transit after 80 days are qualified for our full refund or reship guarantee.
*Once the customer chooses a plan (refund or reship), Phomemo will not take any follow-up responsibility after the refund or re-shipped.
Eg: Mike didn't receive the package after 80 days, Phomemo will re-shipped/refund the order. If Mike still can not receive the package, Phomemo will not be responsible for this situation.

6)Please contact us for any further questions and our support team will be happy to help.


International Free Shipping


Shipping Region Free Tracked shipping Shipping Charge

Estimated Delivery Times 

United States - 3 - 10 days
North America - 5 - 10 days
South America - 7 - 25 days
Europe - 5 - 10 days
Africa  - 10 - 30 days
East Asia - 5 - 10 days
Other regions - 10 - 30 days

Please be noted that we will make your purchased items delivered from US warehouse preferentially if your shipping address was located in US Main Land. It will take only 1-5 days to be delivered.


*Due to COVID-19, there may be shipping delays that will impact delivery times. Please be patient with the local customs and shipping providers in your country. Thank you for your understanding.


DHL Shipping

Shipping Region Free Tracked shipping Shipping Charge

Estimated Delivery Times 

All Regions - 5 - 15 days

 (Estimated Delivery Time calculated based on the actual day of shipment.)


Within seven days no reason to return guarantee

  • Within 7 days of receiving the item, if the customer is dissatisfied with the order, the customer can return the product.
  • All returned items must be unbroken, complete with original tags and/or packaging if applicable. The customer needs to afford the shipping fee and offer us the tracking number. If the return item arrived is damaged, or we receive an incorrect item, we'll refuse to refund. Once we receive the parcel, we will return the product fee within 3 days.
  • For orders with a long shipping time, after the customer provides the tracking number, we can refund it first.


What if the logistics information shows delivered but has not received the package?

  • In this case,according to the post office, it will take 60 days to investigate this issue. After 60 days, if there are no results, we will re-shipped or refund.


How are customs duties and import taxes handled?

  • All cross-border shipments are to pass through the customs clearance. The customer is responsible for all customs duties and import taxes. Customs duties and taxes vary in different countries.
    • The usual tariffs are approximately $15 in Brazil. The tariffs may vary depending on the items purchased.
    • Brazilian customers need to pay a handling fee of 3.5 USD in advance after receiving the logistics message. If not, the parcel will be returned directly.
  • Phomemo is not responsible for any tax invoice charged on its products. Shipping rates are estimates and may depend on different policies and tax rates applied per country. Please contact local customs for clarity and information.
  • The tariff is paid by Customers. If the parcel was destroyed or returned because the customer doesn't pay for the tariff or receive the parcel on time, we ONLY return the product price as the following:

Product Price


Below $20

100% refund


50% refund 

Over $70

25% refund


Can I change the delivery address of my package after it has been shipped out?

  • Unfortunately, we cannot change the shipment once the product is en route.  


What do I need to do when I received a different product than what I ordered?


If you have other questions, please feel free to contact us .