運送政策
Vintara Design strives for customer satisfaction and we are committed to working with our delivery partners to uphold our shipping standards. However, unexpected delivery interruptions can occur and our support team is here to help. Upon receiving your order, we ask that you visually inspect for any packaging issues and document any damages. Please contact our logistics team at service@vintaradesign.com and one of our associates will be able to assist you.
1. DELIVERY LEAD TIME
1) Delivery times provided by us are non-binding estimates only, based upon the best available information when the estimates are made. Estimated delivery times will be considered accepted by you unless disagreement is notified to us in writing within seven days of order placement. Special delivery conditions requested by you should be given in writing at the time of order placement and considered by us. If necessary, conditions and charges may change accordingly.
2) The general lead time from production to arrival at our warehouse is between 16-20 weeks. Pre-orders on products already in production or enroute to our warehouse can result in shorter lead time and orders may be ready to ship earlier than expected. You will receive email notifications for each stage of the order process so that you will get the most up-to-date status of your order. If you are not ready to receive your order, please contact our logistics team to arrange a hold on your order. If we have not been notified prior to your order leaving our warehouse for delivery, you will be responsible for the holding fees incurred by the carrier. Please refer to our hold policy for more details on Return & Refund Policy.
2. International Shipping
1) Customs and Import Duties: When ordering from us, please be aware that international shipments may be subject to customs fees and import duties of the destination country. These charges are always the responsibility of the recipient. To avoid any surprises, we advise you to check with your local customs office for detailed information before placing your order.
2) Discounts on Bulk Orders: We offer discounts on large orders shipping internationally. Please contact our customer service for more details on eligibility and how to apply these discounts to your order.
3) Liability for Delayed Shipments: Please note that we are not responsible for any delays in shipping once the items have left our facilities, including those due to customs clearance processes. Consequently, we cannot be held liable for any return shipping, goods confiscation, or import penalties that may occur due to delays in customs.
4) Shipping of Large Items: To ensure the safety and integrity of larger items, we typically ship these via sea freight. We provide comprehensive details on the voyage, including information about the vessel and container number, enabling you to track your shipment every step of the way.
Additional Information:
1) Shipping Origin: All orders are shipped from our headquarters in Hong Kong.
2) Estimated Delivery Times: Depending on your location and the specific dynamics of international transport routes, delivery times may vary. We strive to provide accurate estimates during the checkout process.
3) Contact Information: For any inquiries or further information regarding our shipping policies, please do not hesitate to contact our customer support at service@vintaradesign.com.
3. DELIVERY CHARGES
Our products are shipped globally from Hong Kong. Delivery charges are primarily based on the size, weight, and destination address of the ordered products. For deliveries to other countries, shipping costs may also vary depending on the order value, with free delivery available for orders exceeding certain amounts. Detailed shipping charges can be viewed at the Shopping Cart or during Checkout.
UK Specifics:
1) Delivery Costs: For some UK-bound products, delivery charges are calculated based on the total value of the order. Orders above a specified value qualify for free delivery.
2) Large Items: Please be aware that delivery charges for large or heavy items can be significantly higher compared to smaller items. For any concerns regarding delivery costs, please contact us directly to obtain the best available quote.
International Shipments:
1) Customs and VAT: Deliveries outside Hong Kong, are subject to local VAT and potentially other customs charges depending on the destination country. These charges are typically handled by the destination country's customs authority or the courier company and must be paid by the recipient upon notification before delivery can proceed.
2) Failed Deliveries: In cases where a delivery fails and the goods are returned to Hong Kong, new delivery charges will be applicable for reshipment.
Order Handling:
1) Multiple-Product Orders: Shipping costs for orders containing multiple products are calculated based on the combined net weight and the final delivery destination. Although products may arrive in separate shipments, you will be charged only one shipping fee per order.
2) Delivery Address: A complete postal address is required for delivery. We are unable to ship to PO Boxes.
3) For any further information or assistance with your order’s delivery, please do not hesitate to get in touch with our customer service team
4. STANDARD SHIPPING
Standard shipping encompasses several key stages: order processing, packaging, and curbside delivery. Our products are shipped directly from our Hong Kong warehouse. Here’s what you can expect:
1) Production and Preparation: Once your order is confirmed, the product manufacturing process begins. This phase is critical, as it ensures that your items meet our quality standards.
2) Shipping and Transit: After production, your order is packaged with care and set for shipment. The journey from our Hong Kong warehouse to your designated destination includes sea transit and customs clearance. This can take a significant amount of time due to the complexities involved.
3) Final Mile Delivery: Upon clearing customs, your order will be handled by a local courier for the last leg of the journey, culminating in a curbside delivery at your location.
Overall Timeline: Please anticipate a total lead time of approximately 16-20 weeks from the moment you place your order to the final delivery at your doorstep.
Upon Delivery: Inspect your package for any visible damage before accepting the delivery. Should you find any discrepancies or have issues with your delivery, please contact the courier company immediately to report the issue. Alternatively, you can reach out to our customer service team for assistance.
Please Note: Our standard shipping service does not include scheduled delivery times and will only deliver to the curb side, not inside any building or up any stairs. If the truck doesn't have a lift, it will be the recipient's responsibility to provide the necessary tools for unloading the stuffs.
In case of unsuccessful delivery due to no one being home, the recipient will be responsible for any additional delivery or storage fees.
5. PLIT SHIPPING
If your order includes custom or pre-ordered products, we normally will ship your items when they are in stock. This will lower your shipping costs and allow all your items to be delivered together. If you would like to receive part of your order first, we would be happy to arrange a split shipment, where shipping charges would be applied for each shipment. Please contact our logistics team for more split shipping details.
6. WHITE GLOVE SHIPPING
Our premium White Glove Delivery service includes comprehensive order processing, secure packaging, direct in-home delivery, product assembly, and removal of packing materials. We partner with specialized White Glove shipping companies locally within each state to ensure your items are handled with care throughout the transit process.
Pre-Delivery Requirements: To ensure a smooth delivery, we kindly ask you to prepare by confirming the following:
1) Space Measurements: Confirm that the item can fit through your doorways and any other entrances.
2) Clear Path: Ensure that the delivery path inside your home is clear of any obstacles such as furniture, debris, or weather-related barriers like snow or ice.
3) Elevator Booking: If applicable, please reserve the elevator for the designated delivery window to avoid any delays.
4) Stair Access: Inform us if your delivery involves more than two flights of stairs, as additional charges will apply for each extra flight.
5) Property Documentation: Acquire any necessary approvals or documents required by your building management, such as a Certificate of Insurance.
6) Authorized Recipient: An adult aged 18 years or older must be present to sign for the delivery, ensuring the secure receipt of your order.
7. ADDITIONAL CHARGES
Additional charges to special warehouse holds, residential/commercial arrangements or consignment fees may be applied. To avoid unexpected charges or special warehouse hold fees, please contact us at service@vintaradesign.com. Vintara Design will not be liable for any cost or expenses once the order has left our warehouse.
8. DELAYS
Orders may experience unforeseen delays. We will make our best effort to ensure you are kept up to date so that when we know, you know. If your order has passed the expected lead time, please contact us at service@vintaradesign.com
Possible Causes of Delays:
1) Maritime Shipping Issues: Since our products are shipped by sea, adverse weather conditions or other maritime challenges can delay the arrival of our shipments.
2) Customs Clearance: Every country has different customs procedures, and sometimes it may take longer than expected to get your items cleared.
3) Local Delivery Delays: Once the package has cleared customs in your country, it is handed over to local carriers for the final leg of delivery. Occasionally, issues can arise during this stage that may further delay your order.
4) We are committed to keeping you informed throughout the shipping process. Should there be any significant updates or changes in the expected delivery time, we will notify you promptly.
If your order surpasses the expected lead time, please do not hesitate to contact us at service@vintaradesign.com. We are here to assist and ensure that your shopping experience is as smooth and enjoyable as possible.
9. DELIVERY OF MADE-TO-ORDER ITEMS
1) Delivery Service and Time Frame: Made-to-Order items, including large items, are shipped from Hong Kong using a specialized freight forwarding service. These items are crafted upon order and typically have an estimated lead time of 16 - 20 weeks from the date of order confirmation. We strive to ensure timely production; however, delays may occur due to factors such as material availability, production issues, or shipping delays which we will communicate as promptly as possible.
2) Delivery Process and Location: Deliveries are made to street level only. The delivery team will transport your items to the front door of your building or the nearest accessible ground floor location, such as a building lobby. Please note that for liability reasons and to comply with freight policies, the delivery personnel are not permitted to carry items upstairs, inside residential units, or to any upper floors.
3) Customer Responsibilities: Upon delivery, the customer is responsible for any further transportation or movement of the items beyond the point of delivery provided by our courier. It is important that you prepare for this in advance. All items are left in their original packaging to protect them during transit. Please be aware that our service does not include unpacking, assembly, or installation of the items.
4) Scheduling and Delivery Confirmation: Your home delivery will be scheduled in advance, and you will be provided with an estimated date of delivery by the courier company. All deliveries must be signed for upon receipt. If no one is available at your specified delivery address to sign for the goods at the scheduled time, the courier will return the items to their facility. It is then the customer's responsibility to contact the courier to rearrange delivery, possibly incurring additional delivery fees.
5) In Case of Absence: If delivery cannot be completed due to the recipient's absence and the items are returned to the courier’s facility, additional charges for re-delivery may apply. To avoid this, please ensure that someone is available to receive and sign for the shipment on the scheduled delivery day.
6) Damage Inspection and Claims: Upon delivery, carefully inspect the packaging for any signs of damage before opening it. Any visible damage should be documented with photographs prior to signing the delivery confirmation. In the event that the item itself is also damaged, it is crucial to report this immediately to the delivery personnel and directly to the courier company. Retain all packaging as it may be required for inspection by the courier as part of the damage claim process. Failure to report damage at the time of delivery will be regarded as acceptance of the goods in perfect condition, and subsequent claims for damage or defects may not be recognized.
9. IMPORT TAXES & DUTIES
1) General Provision: All orders shipped from Vintara Design in Hong Kong to destinations outside of Hong Kong are conducted on a Delivery Duty Unpaid (DDU) basis. This means that the final price charged by Vintara Design does not include customs import taxes and duties.
2) Liability for Additional Charges: As a result, your order may be subject to local taxes, import duties, and other fees imposed by your local customs authority or the shipping carrier utilized. The type and amount of such fees will vary depending on the destination country and the specific regulations in force.
3) Inability to Pre-calculate Duties and Taxes: Vintara Design is unable to calculate or predict the exact amount of these duties and taxes. These charges are levied directly by the destination country and not by Vintara Design. We recommend that customers contact their local customs office for an estimate of these costs prior to placing an order.
4) Responsibility for Payment: Payment of all such fees is necessary to release your goods from customs. Failure to pay these fees may result in delays, potential storage fees, and even the return of the goods to Vintara Design. In such cases, additional costs including but not limited to return shipping and insurance will be the responsibility of the customer.
5) Additional Consequences of Non-Compliance: Should the customer refuse to accept the goods at customs in the destination country, Vintara Design reserves the right to deduct 50% of the total value of the order, excluding shipping costs, from any refund issued.
6) Customer's Duty to Inform: Customers are strongly advised to familiarize themselves with their country’s customs policies, duties, taxes, and other import charges before placing an order. Vintara Design cannot be held responsible for any costs incurred due to the detainment of goods by customs offices.
Last updated: 4/26/2024