Getting it to you, clearly.
How we process, dispatch and deliver your orders — including delivery estimates, costs, customs and what to do if a package is delayed, damaged or lost. Prepared with reference to accepted international e-commerce shipping practice.
01Introduction
This Shipping Policy explains how duphouse processes and delivers orders for Retail Products purchased through our website. It is a general description of our standard practice and does not constitute a guarantee of delivery times. For OEM/ODM manufacturing projects, shipping and delivery terms are set out in the applicable Order Confirmation or sales contract.
02Order Processing Time
Orders are generally processed within [1–3] business days after payment is confirmed, excluding weekends and public holidays. During sales periods or high-volume seasons, processing may take longer, and we will notify you where this is likely. OEM/ODM lead times are as stated in the Order Confirmation.
03Shipping Methods and Delivery Estimates
The shipping options available at checkout depend on the delivery destination, the products ordered and their availability. Estimates below are indicative only and begin after your order leaves our facility:
| Method | Estimated transit time | Cost |
|---|---|---|
| Standard | [10–20] business days | Calculated at checkout |
| Express | [3–9] business days | Calculated at checkout |
Estimates are not guaranteed and may vary by destination, carrier performance and customs processing.
04Shipping Destinations
We ship worldwide where our carriers serve the destination and where applicable export restrictions permit. Availability is confirmed at checkout. Some destinations, remote areas or PO-box addresses may not be eligible for certain delivery methods.
05Shipping Costs
Shipping costs are calculated at checkout based on destination, weight and delivery method. Where we offer free shipping above a threshold, the threshold is stated on the website or at checkout. Shipping costs are non-refundable except where required by law or where we cancel the order.
06Tracking and Order Status
Once your order is dispatched, we send a confirmation email with a tracking link where tracking is available. You can follow your order’s status through the carrier’s tracking page.
07Customs, Duties and Taxes
Import duties, taxes and customs clearance fees imposed by the destination country are generally the recipient’s responsibility, unless a delivered-duty-paid (DDP) arrangement is offered at checkout. Customs authorities may inspect, delay or return packages, and we are not responsible for such actions. Please review your local import rules before ordering. See also Section 9 of our Terms and Conditions.
08Delivery Delays
Delivery estimates are not guaranteed. We are not liable for delays caused by carriers, customs, natural events, labor disputes or other events outside our reasonable control. We will, however, assist you in tracing your order and, where applicable, in filing claims with the carrier.
09Risk of Loss
Risk of loss for Retail Products passes to you when the products are handed to the carrier. For OEM/ODM projects, risk and cost transfer in accordance with the Incoterms stated in the Order Confirmation. See also Section 8 of our Terms and Conditions.
10Damaged or Lost Packages
Please inspect your package on delivery. If the packaging is visibly damaged, note it on the carrier’s delivery record where possible. If your order arrives damaged, is missing items or does not arrive within a reasonable time, contact us within 14 days of delivery (or of the estimated delivery date, for lost packages) with your order number and photographs. We will arrange a replacement or refund in accordance with our Refund and Return Policy.
11Incorrect Address and Undeliverable Packages
You are responsible for providing accurate delivery information. Where a package is returned to us because the address was incorrect, incomplete or the package was not collected, we will contact you and may charge a re-shipping fee. Where we cannot arrange re-delivery, a refund may be issued less the outbound and return shipping costs.
12International Orders
International orders may take longer to deliver due to customs clearance and local carrier handling. Certain products may be subject to import restrictions in the destination country; it is your responsibility to check local requirements before ordering. If a package is refused at customs or abandoned by the recipient, we may not be able to refund the shipping costs.
13Contact Us
Questions about shipping? Contact us at service@duphouse.com.
General note. This Shipping Policy is a general description prepared with reference to accepted international e-commerce shipping practice. It does not constitute legal advice. Specific shipping terms for OEM/ODM projects are set out in the applicable Order Confirmation or sales contract, which prevails where it conflicts with this page.