Shipping Policy

Thank you for choosing us. We take pride in delivering handcrafted, premium-quality sintered stone and thermoformed integrated basins directly to your doorstep. Because our products are large, heavy, and require specialized handling and reinforced wooden crate packaging, our fulfillment process differs from standard parcel shipping.

Please review our shipping terms and delivery timelines below carefully.

1. Order Processing & Production Time

  • Processing Time: Up to 7 business days (Monday through Friday, excluding public holidays).
  • Orders undergo strict multi-stage quality inspections, custom packaging, and reinforced wooden crating before handoff to international freight carriers.
  • For custom sizes or bespoke basin specifications, additional production lead time may apply. You will be notified via email if your order requires extra tailoring.

2. Estimated Shipping & Delivery Time
Due to the oversized and fragile nature of sintered stone, our products are shipped via specialized international ocean freight and freight logistics to ensure maximum transit safety.

  • Estimated Transit Time: 30 to 45 calendar days from the date your order is dispatched.
  • Total Estimated Turnaround: Approximately 37 to 55 days from order placement to final delivery.

 

Stage Estimated Duration
Order Processing & Crating 1 – 7 Business Days
Ocean Freight & Customs Clearance 20 – 30 Days
Local Inland Delivery to Door 10 – 15 Days
Total Turnaround Time 30 – 45 Days (Post-Dispatch)

 

Please note: Transit times are estimates and may be subject to minor variations due to seasonal port congestion, customs clearance inspections, or severe weather conditions.

3. Tracking Your Order

  • Once your crated shipment is handed over to the carrier, you will receive a Shipping Confirmation Email containing your freight tracking number and carrier details.
  • Ocean freight tracking milestones may update less frequently than domestic express couriers while the vessel is at sea. Real-time inland milestone tracking will activate once the container reaches your destination port and completes customs clearance.

4. Delivery Method & Inspection Requirements (Important)
All our thermoformed basins and countertops are packed in reinforced heavy-duty export wooden crates with high-density foam edge protectors to withstand international transit.

  • Curbside / Freight Delivery:
    Deliveries are typically made via liftgate freight truck to the curbside or driveway of your address. Due to weight and size restrictions, delivery drivers cannot bring crates inside residences or up stairs.
  • Mandatory Inspection Upon Receipt:
    • Do not discard packaging immediately.
    • Inspect the exterior of the wooden crate thoroughly in front of the delivery personnel before signing the delivery receipt (Bill of Lading).
    • If there is visible exterior damage, crushing, or penetration on the crate, clearly note "Damaged Upon Delivery" on the carrier's receipt/electronic scanner and take high-resolution photos/videos before uncrating.
    • Contact our support team within 48 hours at [support@yourdomain.com] with your order number and photo/video evidence. We will promptly process an expedited replacement or insurance claim.

5. Customs, Duties & Taxes

  • Depending on your delivery country, orders may be shipped DDP (Delivered Duty Paid) or DDU (Delivered Duty Unpaid).
  • Any applicable local sales tax, import tariffs, or VAT calculated at checkout will be reflected in your order total. If additional local clearance documentation is requested by customs authorities, our logistics partners will contact you directly to assist.

6. Address Changes & Order Cancellations

  • Address Changes: If you need to modify your shipping address, please contact us within 24 hours of placing your order. Once an order has entered custom crating or has been dispatched, address rerouting is subject to freight carrier rerouting fees.
  • Cancellations: Orders canceled after the crating/dispatch stage may incur a restocking and freight recall fee.

7. Contact Us
If you have any questions regarding freight transit, custom logistics inquiries, or your order status, please reach out to our logistics team:

  • Email: [support@yourdomain.com]
  • Business Hours: Mon – Fri, 9:00 AM – 6:00 PM (GMT+8)