Shipping policy
How orders leave China, how they clear customs, and what you can expect at the end.
Dispatch
An order is dispatched once the required payment has been confirmed and the supplier has completed production. Shipments are created against your order with a reference, method, origin, destination and estimated arrival.
A tracking number is mandatory before a shipment can move past the warehouse stages — you will never see an 'in transit' shipment without one.
Transit & tracking
Shipment statuses only move forward: Order prepared → Supplier dispatch → Received at China warehouse → Inspection completed → Shipment dispatched → In transit → Customs processing → Arrived in destination country → Out for delivery → Delivered.
Each change is recorded as a tracking event with a timestamp, description and location where known, and is shown on your order page and the public track page.
Customs & duties
Customs charges are estimated on your quotation and settled according to the destination country's rules. Where documentation is required (import permits, product certificates), we request it from the supplier before dispatch.
Delays caused by customs inspections, incorrect destination addresses or force majeure extend transit times; we update the shipment record as we learn of them.
Delivery & risk
Delivery is complete when the shipment is marked delivered and delivery is confirmed. Risk passes to you on delivery.
If your order shows Delivered but you have not received it, open a support conversation immediately from your dashboard so we can investigate with the courier while records are fresh.
Shipping questions
Can I track without an account?
Yes — use Track My Order with your order reference or tracking number. Only status information is shown, never personal details.
Do you ship by sea?
Yes. Sea freight is available for large or heavy volumes and is quoted per order.
What happens if my shipment is held at customs?
The shipment status moves to Customs Processing and we notify you with exactly what is needed.