Shipping policy

Shipping Policy

Last updated: 13-05-2026

1. Where we ship from

All physical shipments are dispatched from Hong Kong. Pack Push Lab is registered in the Netherlands, but our physical packs are held and shipped from our fulfilment location in Hong Kong.

2. What ships and what doesn't

Most Pack Push Lab products are digital services and do not require physical shipment. Specifically:

  • Keep It Going coins — no shipping. Coins are added to the machine in our next filmed session.
  • I Want the Pack coins — no shipping on purchase. If a coin results in a prize (once the relevant licence is in place), the physical pack is held for you until you purchase Ship My Packs.
  • Donate a Pack — no shipping. The pack goes into the machine, not to you.
  • Ship My Goods — this is the only product that triggers a physical shipment. Buying it tells us to consolidate everything we are holding for you in Hong Kong and ship it to you in one parcel.

3. Where we ship to

We currently ship worldwide from Hong Kong to most destinations, including the Netherlands and the rest of the European Union, with a selection of additional countries. Available destinations and rates are shown at checkout. If your country is not listed, please contact us and we will let you know whether we can arrange shipping on request.

4. Processing time

Once you purchase Ship My Packs, our Hong Kong location aims to dispatch your consolidated shipment within 3 to 5 business days. During filmed sessions and high-volume periods this may take slightly longer; we will email you if a delay is expected.

5. Estimated delivery times

Once dispatched from Hong Kong, typical delivery windows are:

  • Hong Kong / East Asia: 2–5 business days
  • Rest of Asia: 5–10 business days
  • European Union (including Netherlands): 7–14 business days
  • North America: 7–14 business days
  • Rest of world: 10–21 business days

These are estimates from our carriers and not guarantees. Customs clearance, public holidays, and weather can extend delivery times.

6. Shipping costs

Shipping costs are calculated at checkout based on destination and parcel weight. We do not mark up shipping; you pay the carrier rate plus packaging.

7. Tracking

All shipments include a tracking number, sent by email at the time of dispatch. If you have not received a tracking email within 7 business days of placing your Ship My Packs order, please contact us.

8. Customs, duties, and import VAT

Because shipments leave from Hong Kong, every order is treated as an import in the destination country.

  • European Union recipients: Orders valued at or under €150 may have import VAT collected at checkout via the EU Import One-Stop Shop (IOSS) scheme, where available. Orders above €150 are subject to import VAT and customs duties charged by the destination country on delivery.
  • United Kingdom recipients: UK import VAT applies on delivery for shipments above the relevant low-value threshold.
  • Rest of world: The recipient is responsible for any customs duties, import VAT, or handling fees charged by the destination country.

These charges are set by your local customs authority, not by Pack Push Lab. We cannot mark shipments as gifts or undervalue them on customs declarations.

9. Lost or damaged shipments

If your parcel is lost in transit or arrives damaged, contact us at info@dimesagency.nl within 7 days of the latest tracking event. We will work with the carrier to locate the parcel or arrange a replacement or refund as appropriate.

10. Contact

Pack Push Lab
Registered in the Netherlands · Fulfilment in Hong Kong
Email: info@dimesagency.nl