1. Scope and Definitions

  • Scope: This policy applies to all clothing items sold and shipped by Xinjiang Tianhe Xinmeng Trading Co., Ltd via our website, to domestic (China) and international customers.
  • Definitions:
    • Order Date: The date when the customer places a confirmed order.
    • Processing Time: The period needed to prepare, inspect, and dispatch the order from our warehouse.
    • Transit Time: The period from the shipment’s dispatch to its delivery at the destination.
    • Delivery Address: The shipping address you provide at checkout; please ensure accuracy to avoid delays or extra charges.
    • Carrier: The logistics or courier service chosen by us or the customer (e.g., China Post, SF Express, EMS, DHL, FedEx).

2. Order Processing

  • Order Confirmation: Once you place an order and payment is confirmed, you will receive an order confirmation email with order details and estimated processing/shipping information.
  • Processing Timeframe:
    • Standard processing time is 1–3 business days (Monday to Friday, excluding public holidays) after payment confirmation.
    • During peak seasons (e.g., major promotions, holidays), processing may take longer; we will notify you if delays occur.
  • Quality Inspection: Before shipment, each item undergoes inspection (size, color, defects). If an item fails quality checks, we will contact you to suggest alternatives or refund.

3. Domestic Shipping (Within China)

3.1 Carriers and Methods

  • Common carriers: China Post, SF Express, EMS, or other reliable couriers based on destination and service level.
  • Shipping options at checkout: standard, expedited (if available in your region).
  • For Xinjiang region (Tacheng City), transit times may be slightly longer due to distance; we choose reliable carriers with experience serving remote areas.

3.2 Shipping Costs

  • Standard Shipping Fee: Calculated based on weight, dimensions, destination region, and chosen service level. Displayed at checkout.
  • Free Shipping Promotion: If you meet a minimum order value (e.g., orders over a specified amount), we may offer free standard shipping; details published on the website.
  • Additional Fees: Remote area surcharges may apply for certain remote regions; if so, we will notify you before dispatch or at checkout.

3.3 Transit Times

  • General Estimate:
    • Major cities/provinces: 3–7 business days after dispatch.
    • Xinjiang and remote regions: 5–10 business days after dispatch.
  • These are estimates; actual delivery may vary due to logistics capacity, weather, or holidays.
  • Once shipped, we will provide a tracking number. You can track via the carrier’s website or our order tracking page.

3.4 Delivery Attempts and Failed Deliveries

  • Carriers typically attempt delivery once or multiple times depending on their policy. If delivery attempts fail (e.g., incorrect address, no recipient), the package may be returned to the local depot or returned to us.
  • Customer Responsibility: Provide accurate address and contact number. If returned due to customer error, you may need to pay re-shipping fees or intercept charges to resend the order.

4. International Shipping

4.1 Carriers and Methods

  • Common international carriers: China Post (ePacket, International Small Packet), EMS International, DHL, FedEx, UPS, or other logistics partners.
  • Available shipping methods vary by destination country and service level (economy vs. express). At checkout, you can select from available options; delivery times and costs will be displayed.

4.2 Customs, Duties, and Taxes

  • Customs Clearance: Packages must clear customs in destination countries. Customs procedures and timelines vary by country.
  • Duties/Taxes: Import duties, taxes, or customs fees may be levied by the destination country. These are the customer’s responsibility unless otherwise stated in promotions or agreements. Please check local regulations before ordering.
  • Declared Value: We declare the order value on customs forms in accordance with regulations and to minimize delays. For gift shipments, we may note “gift” if permitted, but declared value reflects the transaction reasonably to avoid customs issues.

4.3 Shipping Costs

  • International Shipping Fee: Calculated based on weight, dimensions, destination country, and service level. Displayed at checkout.
  • Free or Subsidized Shipping: Occasionally, we may run promotions offering free or subsidized international shipping above a threshold; details will be specified on the website.

4.4 Transit Times

  • Economy Services (e.g., ePacket): Typically 15–30 business days, depending on destination and customs.
  • Standard/Express Services (e.g., EMS, DHL, FedEx): Typically 7–20 business days, depending on destination and customs.
  • Transit times are estimates; delays may occur due to customs clearance, local postal services, or global events.

4.5 Tracking and Notification

  • For carriers providing tracking, we will share the tracking number once shipped. You can monitor status via the carrier’s tracking portal.
  • Some economy services may offer limited tracking. We recommend choosing fully trackable services for high-value orders.

4.6 Lost or Delayed Shipments

  • If a package is delayed beyond the estimated transit time, please contact us. We will investigate with the carrier.
  • If a package is confirmed lost by the carrier, we will arrange reshipment or refund according to our Return & Exchange Policy and insurance coverage (if purchased).
  • For customs-related returns (e.g., package returned due to unpaid duties), we will notify you. Reshipping may require additional fees.

5. Packaging

  • Protective Packaging: Items are packed in sturdy, protective packaging (box or poly mailer with internal protection) to minimize damage in transit.
  • Branded Materials: When feasible, we use branded packaging to enhance customer experience. Fragile or delicate items may use extra padding.
  • Environment Considerations: We aim to use eco-friendly or recyclable packaging materials where possible. Customers can recycle packaging responsibly.

6. Shipping Insurance

  • For higher-value orders, we may offer optional shipping insurance at checkout or automatically include basic coverage with express services.
  • Insurance covers loss or damage during transit as per carrier’s policy. To file a claim, customers must retain proof (e.g., photos of damaged package, tracking information) and cooperate with our claims process.

7. Address Accuracy and Changes

  • Address Accuracy: Please ensure the delivery address, recipient name, phone number, and postal code are accurate at checkout. Mistakes may cause delays or returns.
  • Changing Address: If you need to change the delivery address after placing an order but before shipment, contact us immediately. Once dispatched, address changes may not be possible; intercepting or rerouting may incur extra fees.
  • P.O. Boxes: Some carriers (especially express couriers) may not deliver to P.O. Boxes or remote APO/FPO addresses. Please check during checkout which addresses are supported.

8. Combined Shipping and Multiple Items

  • If you place multiple orders close in time and wish to combine shipments, contact customer service promptly. We will attempt to consolidate shipments if items are in the same warehouse and not yet dispatched.
  • Combined shipping may reduce costs. If items have already shipped separately, additional shipping fees may apply for returns/exchanges if consolidation is requested.

9. Order Cancellation and Pre-Shipment Changes

  • Cancellation: If you cancel before shipment, we will refund the full amount, including any shipping fees already charged. If cancellation is after shipment, follow the return procedure once you receive the item.
  • Modifying Orders: Changes to items, sizes, or quantities before shipment may be possible if the order is still in processing; contact us immediately. After dispatch, modifications require return & reorder.

10. Prohibited Items and Regulatory Compliance

  • We comply with export/import regulations. Certain items may be restricted or prohibited from shipping to specific countries. If an order cannot be shipped due to regulatory restrictions, we will notify you and process a refund.
  • Customers are responsible for ensuring ordered items are legal to import into their country.

11. Communication and Support

  • Shipment Notifications: We send email notifications for order confirmation, shipment dispatch (with tracking details), and any exceptions (e.g., delays, customs holds).
  • Customer Inquiries: For any shipping-related questions or issues, contact:
  • Response Time: We aim to respond to shipping inquiries within 24 business hours.

12. Policy Updates

  • We may update this Shipping Policy due to changes in carriers, costs, regulations, or business needs. Updated versions will be posted on our website with a new “Effective Date.” Continued use of our services after updates indicates acceptance.