COVID-19 latest update(FAQs)


1. Is it safe to receive a package?

Please don't worry, it is safe to receive a package.

The World Health Organization (WHO) advised that Coronaviruses do not survive long on objects, such as letters or packages.

2. Where my package shipped from?

We arrange shipment from China warehouse.

3. The shipping way and delivery time?

The package will be shipped within 72 working hours, but it may take longer to provide the tracking number.

Due to the impact of COVID-19, some shipping channel has stopped, we ship products out by UPS/DHL/Special Line, normally it takes 1-2 weeks delivery.  Please rest assured that we try our best to choose a faster carrier for your item. Your understanding and patience are highly appreciated!

4. Do I need to pay extra cost after product cost and shipping cost?

It depends on the country customs policy.

For Malaysia and Singapore, the shipping cost including the tax cost.

For Philippines, customer may need to help process the custom clearance.

For other countries please check with local customs about the taxes.

5. The shipping information shows “Shipping information received” but no update?

Please don't worry, it means your package is on its way to you.
The local shipping company has received shipment information, but not yet received the package. The local shipping company will deliver the package to you once the package received.

If there’s a special case, please contact us at sales_cn@xp-pen.com

6. How to receive my package?

There’s a lot that is still unknown about the Coronavirus but we know it’s best to minimize physical contact to stop the virus spreading.

In order to protect both shipping carrier and XP-PEN customers as much as possible, the carrier will not be handing over the hand-held devices to you to capture signatures. Please keep in touch with the shipping carrier when product delivery.

7. Haven’t received my package?

Case 1: Package delay.

Due to the pandemic, the shipment could take longer than we expected.

Please contact the local post office/ carrier first to confirm the delivery date.


Case 2: Status shows delivered, but have not received?

Please check your delivery address on your order detail page first, as we have arranged shipment accordingly.

If the delivery address is correct, please contact the local post office/ carrier to see if they have misplaced your package.


Case: 3: Package failed to deliver

Contact the local post office/ carrier to see if they will attempt delivery.

If not, please feel free to contact us.

Email:sales_cn@xp-pen.com


XP-PEN are actively monitoring the rapidly evolving Coronavirus situation. If you need further information, please contact us at sales_cn@xp-pen.com

Or contact page: https://www.storexppen.ph/

Stay safe, and make sure we look after both ourselves and the ones we love. Don’t forget to wash your hands frequently. Thank you.