Shipping Policy

1. How shipping works

We ship worldwide from our warehouse and partner factories in China. Your order moves in two stages: production/lead time (making, testing and packing your goods) and transit time (the carrier moving them). The product page shows the production lead time in business days; transit time depends on the method you choose at checkout.

2. Methods and indicative transit times

Indicative transit times after dispatch, for major destinations:

• Express courier (DHL / FedEx / UPS) — 3–7 business days. Best for samples, urgent top-ups and orders under roughly 100 kg.
• Air freight to airport — 5–10 business days, then your broker collects and clears. Good for 100–500 kg when speed matters but door service does not.
• Air freight door-to-door — 8–14 business days, customs clearance and last-mile delivery included.
• Sea freight LCL — 25–45 days port-to-port plus inland delivery. The economical choice for consolidated palletised orders.
• Sea freight FCL — 25–45 days. Cheapest per unit once you can fill a 20ft or 40ft container, and the usual choice for seasonal and OEM programmes.
• Rail (China–Europe) — 18–28 days where available. A middle ground between air and sea for European destinations.

These are carrier estimates, not guarantees. Public holidays, customs inspection, weather and port congestion can extend them. If a shipment is delayed beyond the estimate we will tell you as soon as the carrier confirms it.

3. Shipping costs

Shipping is calculated at checkout from the destination, total weight and volume (volumetric weight applies — carriers charge on whichever is greater), and the service you select. Orders that qualify for a free-shipping promotion show it clearly before you pay. For heavy or container-sized consignments we quote freight separately and confirm it in writing before dispatch.

4. Incoterms, title and risk

Unless your quotation says otherwise in writing, wholesale orders ship FOB (Ningbo or Shanghai). Under FOB, risk passes to you when goods are loaded on board the vessel; you nominate the carrier and handle insurance for the main leg. EXW and FCA are available on request. Delivered-duty-paid (DDP) can be arranged to many destinations — ask for a quote and we will confirm what is included.

5. Customs, duties and taxes

Import duty, VAT/GST and customs brokerage are the buyer's responsibility unless we quoted DDP in writing. We supply a commercial invoice, packing list, and — where a product requires it — certificates such as CE, RoHS, REACH, ETL or UKCA. Customs values are declared accurately and we cannot under-declare.

You are the importer of record. Please confirm your country permits import of the items ordered, including any certification or language labelling your market requires, before placing the order.

6. Tracking

You receive a tracking number by email as soon as the shipment is dispatched, and it also appears on your order page and in your account. Sea and rail shipments track by bill of lading or container number; we send the carrier's booking details so you can follow the vessel.

7. Split and partial shipments

If part of your order is ready before the rest we may ship it separately at no extra charge and send a separate tracking number. You may also request a scheduled or held shipment when you need goods to arrive in a particular window — tell us at the order stage.

8. Damage, shortage and loss in transit

Inspect cartons on arrival and note any shortage or visible damage on the carrier's delivery note before signing. Photograph the packaging and the goods, keep everything until the claim closes, and email sales@toolhaven.example within 7 days of delivery. We file the carrier claim and, once it is accepted, replace or credit the affected goods. Concealed damage found later should still be reported immediately — the sooner we hear, the better the claim.

9. Restricted items and destinations

Some items — lithium batteries, aerosols, pressurised containers, blades and certain chemicals — are classed as dangerous goods and cannot travel by every service or to every country. We will tell you at order stage if your shipment is affected and propose a compliant alternative. We do not ship to destinations subject to applicable sanctions or embargo.