Shipping Policy

1. Shipping arrangements

We discuss the shipping method and destination for each order based on the products, quantity, packaging and your requirements. Transportation may be arranged by us or through a forwarder nominated by you, as agreed in writing.

The agreed arrangement, delivery or collection location and relevant responsibilities are recorded in the quotation, PI or written order confirmation. There is no single shipping method that applies to every order.

2. Shipping costs

Product prices do not include international shipping unless the confirmed quotation expressly states that shipping is included.

Where shipping cannot be finalized in advance, we calculate the charge after the goods have arrived and packing, weighing and measurement are complete. We then provide a cost breakdown or payment order for you to review and approve.

Packaging, labeling, consolidation, labor and other agreed handling services are listed separately where applicable. Any amount still awaiting confirmation is identified rather than treated as included in the product price.

3. Payment & dispatch

Before shipment, you confirm the shipping price and any other agreed outstanding charges and pay the corresponding payment order. We arrange dispatch after receipt of all agreed amounts due before shipment.

Procurement-stage payment and shipping-stage payment may therefore be separate. This does not change the requirement to pay the confirmed product and procurement-stage charges before procurement begins.

Inspection and any requested preparation are arranged according to the scope and charges confirmed for your order.

4. Your nominated forwarder

You may discuss using your own forwarder with us. Collection or delivery to that forwarder must be coordinated in advance through email, WhatsApp or another agreed communication channel.

Please provide the forwarder’s contact details and the proposed handover location and instructions. We will confirm the handover arrangement, any related costs and the responsibilities of each party in the order records before proceeding.

Using a nominated forwarder does not by itself establish when delivery is completed or when risk transfers. Those matters follow the agreed trade term and order arrangements, subject to applicable law.

5. Trade terms & customs

The trade term is agreed for each order. If DDP, FOB or another Incoterms® rule is used, the quotation or PI should specify the applicable rule and version and the named place or port.

The agreed trade term determines the relevant delivery, transport and customs responsibilities, together with the specific order details and applicable law. Import duties, taxes, clearance and other charges are not automatically included or automatically assigned to the customer for every shipment.

Any included and excluded charges should be made clear before you confirm the arrangement. Please ask us to clarify any uncertainty before payment or dispatch.

6. Estimated timing

Preparation and estimated transit times are provided individually based on the products, quantity, inspection and packaging work, and transport method. We do not publish one fixed dispatch or delivery period for all orders.

Estimated transit times are not guaranteed arrival dates unless expressly agreed as such. Carrier schedules, customs processing and other circumstances can affect progress. If we become aware of a change affecting the confirmed schedule, we will communicate with you.

7. Shipment information

After dispatch, we provide the tracking number or relevant shipment reference for the agreed transport arrangement. The type of shipment information available depends on the shipping method.

For a shipment handled by your nominated forwarder, tracking and onward transport updates are coordinated according to the arrangement agreed with that forwarder.

If you need an update, contact us through the channel used for your order and include your order number or PI reference.

8. Shipping assistance

Please confirm your delivery or handover details before shipment. If those details change, contact us so we can check the available options and confirm any resulting costs before proceeding.

For a delivery issue, shortage or damage, provide the order reference and a description of the affected items. Keep photographs of the goods, packaging and shipping label available for follow-up. We review the issue against the agreed order and shipping arrangements; this policy does not impose an automatic exclusion of responsibility or override rights that cannot lawfully be excluded.

For assistance, visit our Support page or contact us.