Shipping policy
Global logistics and transportation policy
Last updated on: Jan 1, 2025
Scope of this Policy: This Policy applies to all merchandise transportation services provided by [YOUR COMPANY NAME] (hereinafter referred to as “we” or “us”) to our customers around the world.
We are committed to providing you with safe and reliable international transportation services. Given the complexity of cross-border logistics (involving multiple customs, carriers, uncontrollable factors, etc.), please be sure to read the following terms and conditions carefully. By placing an order, you are indicating that you understand and agree to this policy.
I. Transportation Partners and Modes
Carrier Selection: We select experienced international logistics partners (such as DHL, FedEx, UPS, ocean/air freight forwarders, etc.) according to the order destination, commodity characteristics (size, weight, value), time requirements and cost-effectiveness. Specific carriers will be informed in the shipment notice.
Mode of Transportation: Mainly by air express (suitable for small and medium-sized pieces, high time demand) or sea/railway (suitable for large, heavy furniture, economic). The specific mode will be determined according to the order, and the estimated mode and time limit will be stated in the ordering process or confirmation email.
Shipping & Duties
Shipping Rate Calculation: The shipping rate is based on the greater of the volumetric or actual weight of the item as actually packaged, the destination country/region, the mode of transportation, and the current carrier's rate. Shipping charges will be clearly shown at checkout and are payable by you.
Customs Duties and Import Taxes:
CUSTOMER RESPONSIBILITY: Under international trade rules, all customs duties, value added tax (VAT/GST) on imports, excise taxes, customs fees, or other import taxes and charges levied by the country of destination (collectively “Import Duties and Charges”) are the responsibility of the recipient (i.e., you). This is the general rule for international shipments.
Estimates and Payments:
Some carriers offer a “Duty Prepaid (DDP)” service (at an additional cost), whereby we will collect and pay the estimated duty on behalf of you at the time of shipment (no refunds will be made). If you need this service, please contact our customer service to confirm the availability and cost before placing an order.
If DDP service is not selected, the carrier or local customs will contact the recipient to collect the tax when the goods are cleared. You need to pay in time as required, otherwise it may lead to customs clearance delay, return or destruction.
Important Note: The types and rates of import duties and taxes are determined by the laws of the destination country and are subject to change. Any tax estimates provided by us are for reference only, and the final amount is subject to actual customs levies. We have no control over or responsibility for this portion of the charges.
III. Order Processing and Delivery Time Limit
Production Cycle (Customized Furniture): Customized furniture needs to be produced according to your requirements. Production lead time is usually within [15 - 60] weeks/days after order confirmation and payment (exact time is informed on the product page or order confirmation). This lead time does not include shipping time.
Shipping time:
For non-customized items: orders are usually shipped within [1 - 3] business days after payment confirmation (stock permitting).
After all orders are shipped, you will receive a shipment notification email with a Tracking Number and a link to the carrier.
Time Estimates:
The “Estimated Time of Delivery” we provide is an estimate based on the carrier's historical data and current information, and is not a guarantee.
International shipping times are affected by a variety of uncontrollable factors that may cause delays, including but not limited to:
Customs clearance checks and delays
Holiday rush (e.g. Christmas, Black Friday, local holidays)
Severe weather, natural disasters
Flight/schedule changes or cancellations
Destination country port/airport congestion
Local delivery network problems
Government regulation or policy changes
We cannot be held responsible for delays caused by the above uncontrollable factors, but will do our best to assist you in checking the status.
IV. Transportation Tracking
You can use the tracking number in the shipping email to check the parcel status in real time on the carrier's official website.
If the tracking information is not updated for a long time (usually more than 5-7 working days), please contact our customer service to provide the order number to assist in the query.
V. RECEIVING AND INSPECTION OF SHIPMENTS (VITAL)
Exterior Package Inspection (Obligation upon signing for shipment):
When the carrier delivers the goods to you or your designated consignee, you must immediately check the condition of the outer packaging of all packages in person.
Key inspection: whether the outer box is seriously damaged, deformed, torn, soaked, or has obvious signs of having been opened.
Abnormal handling (before signing):
If you find any obvious damage or abnormality in the outer package, please be sure to:
Refuse to accept the package on the spot. Or clearly indicate the damage on the signing receipt (e.g. “the outer box is seriously damaged”, “the outer box is soaked”, etc.) and ask the delivery person to confirm together.
Immediately take clear photos/video: including the waybill number, overall damage to the package, and close-ups of parts of the package.
Immediately (within 24 hours) contact our customer service (provide order number, photos/video, and proof of signing note). The sooner you report the damage, the better it is for us to file a claim with the carrier.
If you do not follow the above steps (i.e., you do not raise any objection and sign for the delivery), we will consider the outer package to have arrived intact. We will not be able to take responsibility or assist in claiming compensation from the carrier for damage to the packaging only that is raised after you have signed for the delivery.
VI. Transportation Damage and Loss Handling
Reporting time limit:
Problems with the outer packaging: according to Article 5, paragraph 2 (when signing for the goods / before signing for the goods).
Internal merchandise damage: After signing and unpacking, if you find that the goods are damaged during transportation (not their own quality problems), you must contact us through the website online customer service, your matchmaker or customer service email/telephone within 3 natural days (72 hours) of receipt of the goods, and provide:
Order number
Clear, multi-angle photos of the damaged parts of the goods
Photographs of the outer packaging (if kept) and internal fillings
Record of notes on the outer packaging when signing for the goods (if any)
Lost goods: If the tracking information shows “delivered” but you have not received it, or it has been stalled for a long time (after exceeding the estimated time limit + buffer period for customs clearance), please contact our customer service immediately to inquire.
Our scope of responsibility:
For merchandise that is verified and confirmed to be damaged or lost in transit, we will provide solutions such as repairs, replacement parts, partial refunds, or replacements (subject to inventory and customization), depending on the actual situation and the characteristics of the merchandise. For customized furniture, complete replacement may require remanufacturing.
We are not responsible for delays, returns or additional costs due to incorrect/incomplete addresses provided by you, unclear recipient information, inability to contact the recipient, failure to pay import taxes and fees in a timely manner, refusal of customs clearance, etc.
Force Majeure Exemption: We are not responsible for delays, damage or loss of shipments due to force majeure events such as war, riots, strikes, natural disasters, major epidemics, governmental actions, etc., but will do our best to assist in minimizing losses.
VII. Logistics Customer Service Support
If you have any logistics-related problems (tracking, customs clearance questions, exception reports), please contact our customer service via the following methods as a matter of priority:
Website online chat
Customer service e-mail: marezoo8814@outlook.com.
[Your coordinator's contact information].
Please note: Direct contact with carriers is usually less efficient, and our customer service is the main coordinating bridge between you and your carrier.
VIII. Policy Updates
We reserve the right to update this policy in accordance with changes in the international logistics environment, carrier policy adjustments or operational needs. The updated policy will be published on the website.
Thank you for your understanding and cooperation! We look forward to delivering high quality furniture to you safely.
[MAREZOO Furniture]
[www.marezoo.com]
[marezoo8814@outlook.com]