Shipping policy

OVERVIEW

1. Free Shipping

Orders with a total value over $40 qualify for free shipping to the following destinations: United States (US), European Union (EU), and United Kingdom (UK).
The order value is calculated after the application of any discounts and before taxes.

2. Shipping Carriers
We partner with leading express carriers to ensure reliable door-to-door delivery:

3. Order Processing & Delivery Timeline
Delivery time is composed of processing time and transit time.

Processing Time: Orders are processed within 1-2 business days after payment confirmation.
Order Cut-off: Orders placed after 5:00 pm (GMT+08:00, Hong Kong Standard Time) will be processed on the next business day.
Shipping Time:
- US: 3-5 business days (shipped from a local US warehouse).
- Canada, EU & UK: 5-7 business days (shipped from our China warehouse).

4. Order Tracking & Updates

After you place an order, you will receive an order confirmation email.
Once your package is dispatched, we will send a second email containing dispatch notification and the local tracking information.
Please check your email (including spam/junk folder) for these updates.

5. Address Accuracy & Responsibility

Customer Responsibility: You are responsible for providing a complete, accurate, and deliverable shipping address. Please double-check this information at checkout.
Consequences of Errors: Incorrect, incomplete, or undeliverable addresses will lead to delays. If we cannot verify the address, we will contact you for updates, which will add to the delivery time.
We strongly recommend including a contact phone number to facilitate smooth delivery.

6. Customs, Duties, and Taxes

International Shipments: For orders shipped internationally (e.g., from China to Canada/EU/UK), the package is subject to the customs clearance procedures of the destination country.
Potential Delays: Customs clearance is beyond our control and may cause delays. Your local customs office may require additional documentation or time to process the shipment.
Fees: Any applicable import duties, taxes, or customs clearance fees are the sole responsibility of the recipient. We cannot predict or control these charges.

7. Package Delivery & Receipt

Door-to-Door Service: We provide express door-to-door delivery. Please ensure someone is available to receive the package at the provided address.
Local Handover: The final delivery may be completed by your local post office or a local courier partner.
Failed Delivery Attempts: If no one is available, the carrier may leave a notice card with instructions for you to collect the package from a nearby depot or post office.

8. Policy on Reshipments
We have a strict policy regarding packages that cannot be delivered due to customer-side issues:

Wrong Address/Recipient Unavailable: We will NOT automatically reship parcels returned to us due to an incorrect/incomplete address or because the recipient was not available to collect it.
Reshipment Option: If a package is returned to us after being refused, left uncollected, or due to an unknown address, we can resend it upon your request. A flat reshipping fee of $20 will apply for this service.
Policy on Refusals/Non-collection: Customers who are repeatedly unavailable, refuse delivery, or do not collect their orders may be blacklisted. Future orders from blacklisted customers will require full advance payment before shipment.

9. Contact Information
For any questions regarding your shipment, please contact PANE FABRIC: