Shipping & Custom Order Policy

I. Product Categories & Delivery Overview

To help you clearly understand your order timeline, we classify our products into three categories. Please confirm the estimated delivery time for your selected product before placing an order:

Product Category	Definition	Delivery/Production Timeline
In-Stock Products	Finished products already in our warehouse, ready for immediate shipment.	Approximately 48 hours for inventory confirmation & selection, then 48 hours for shipment after confirmation.
Artisan-Grade Custom Products	Handcrafted items produced based on product images or basic specifications; no ready stock available.	Production period of 60 days, then shipment.
Master-Grade Custom Products	High-level custom service fully tailored to your specific needs (dimensions, design, functionality, etc.).	Timeline depends on the complexity of the technical solution, to be confirmed by both parties.

Business Days Notice: All timelines above are calculated in business days, excluding Chinese public holidays and weekends. During peak seasons (e.g., Black Friday, Christmas), orders may be delayed by an additional 3–5 business days.

II. Detailed Shipping Instructions by Product Category

1. In-Stock Products

Step 1 – Inventory Confirmation (approx. 48 hours): After you place your order, we will contact you within 48 hours to provide real-time inventory information (available colors, sizes, options) for you to make your selection.
Step 2 – Shipment Execution (48 hours after confirmation): Once you confirm your choice of specific in-stock items, we will arrange shipment within 48 hours.
Total Estimated Time: From order placement to actual shipment, the total timeline is approximately 4–6 days (96–144 hours) , depending on your response speed.

Special Note: If you have contacted us in advance to confirm inventory and selected specific products before placing your order, Step 1 can be skipped, and shipment will be arranged within 48 hours after your confirmation.

2. Artisan-Grade Custom Products (Handmade Goods)

These products are purely handmade with longer production cycles. The process is as follows:

Inventory Check: After you place your order, we will provide you with real-time information on currently available in-stock items. You may choose from existing inventory, and such items can be shipped within 48 hours.
Out-of-Stock Designs: If the style you selected is only available as an online sample image but not in stock, we will seek your decision:
- If you confirm to proceed, the order enters production and will be shipped within 60 days. We will provide regular progress updates during the production process.
- If you find the waiting time too long, we will assist you in applying for a full refund before production begins.
Production Commencement: Once you confirm production and the order officially enters the workshop, it is considered in execution and can no longer be cancelled or refunded.

3. Master-Grade Custom Products (Premium Custom Service)

This category offers one-on-one in-depth custom services. The process is as follows:

Requirement Submission: You provide us with detailed customization requirements for the product (e.g., dimensions, materials, functionality, etc.).
Solution & Quotation: We provide a dedicated technical solution and accurate quotation based on your needs.
Confirmation: After both parties confirm the technical solution and pricing, we will discuss your preferred payment method.
Production Execution: Order is officially activated upon payment completion. Once production of any product has commenced, order cancellation and refunds will no longer be supported.

4. Shipping Delay Notification

If unforeseeable circumstances (such as raw material shortages or process adjustments) cause shipment to exceed the promised timeline, we will notify you 3 business days in advance via email or SMS with a new estimated shipping date. You may choose to continue waiting or apply for a full refund without incurring any additional fees.

III. Shipping Cost & Free Delivery

We offer free standard worldwide shipping to the countries and regions listed below. Shipping costs are already included in the product price.

Remote Area Surcharge: Orders to remote areas such as Alaska and Hawaii may incur additional shipping fees. If a surcharge applies, our customer service team will confirm and collect it from you before shipment.

IV. Shipping Carriers & Tracking

Our primary international shipping partners are SF International and DHL. The specific carrier will be selected at our discretion based on destination, package weight, delivery time, and other factors. We do not accept customer requests to designate a specific carrier.
After your order is shipped, we will send you a tracking number and tracking link via email.
You may also log in to our website and check real-time logistics status under “My Orders.”

V. Available Shipping Regions

North America: United States, Canada (Alaska & Hawaii require remote area surcharge)
Europe: All EU member countries + United Kingdom
Oceania: Australia, New Zealand
Asia: Japan, South Korea, Singapore, Malaysia, Thailand

VI. Undeliverable Addresses & Countries

We do not ship to PO Boxes or military addresses.

Orders to the following countries will be cancelled directly: Russia, Belarus, Iran, North Korea, Syria, Brazil, Mexico, the entire African continent, and other South American countries.

VII. Import Duties & Taxes (Important)

All destination country customs duties, VAT, and import clearance fees are the buyer’s responsibility. We do not collect or remit any destination taxes on your behalf.

United States: Orders under USD 800 are generally exempt from customs duties under U.S. customs regulations (subject to actual customs determination).
EU / UK / Other Countries: Shipments are made under DDU (Delivered Duty Unpaid) terms. Duties and local taxes are to be paid by the buyer at the time of customs clearance.

Important Notice: If a package is returned, destroyed, or incurs additional costs due to the buyer’s refusal to pay duties, failure to clear customs, or provision of incorrect information, all round-trip shipping costs, duties, storage fees, and related losses shall be borne by the buyer, and we will deduct these amounts from any refund.

VIII. Damaged & Lost Shipment Claim Rules

Damage Claims: Buyers must submit a complete unboxing video + six-side photos of the outer packaging within 48 hours of parcel receipt to apply for damage compensation. Claims submitted after the deadline or without valid evidence will not be approved.
Lost Parcels: If the courier confirms the parcel is lost, we support either a full refund or a one-time free remake & reshipment (your choice).

Receiving Tip: If you notice obvious damage to the outer packaging upon delivery, we recommend refusing acceptance on the spot or noting “outer packaging damaged” on the courier slip and taking photos for future reference.

IX. Custom Order Modification & Cancellation Rules (Applicable to Both Custom Categories)

Cancellation Before Production: If the order has not yet entered the production process, you may request cancellation, and we will issue a full refund (including all payments made).
Cancellation After Production Commencement: Once production has officially started, the order is non-cancellable.
Modification Fee: Any revision to logos, family mottos, dimensions, or other specifications will incur a 15% of the total order value as a modification fee.
Handmade Product Disclaimer: Minor carving marks and slight color variations resulting from the purely handmade process are natural characteristics of handmade products and are not considered product defects. Returns or exchanges based on these are not accepted.

X. Return & Exchange Policy (Non-Quality Issues)

Custom Products (including both Artisan-Grade and Master-Grade) are made-to-order according to customer specifications. Under applicable consumer protection laws, we do not support 7-day unconditional returns or exchanges for these items.
In-Stock Products may be returned within 14 days of receipt if they are unopened, unused, and in resalable condition. However, round-trip shipping costs shall be borne by the buyer.
We reserve the right to refuse any return or exchange requests initiated due to personal reasons (e.g., wrong selection, change of preference, size error, etc.).

XI. Refused Parcels

If a buyer refuses delivery of a parcel due to refusal to pay duties or personal reasons, resulting in the package being returned:

All round-trip shipping costs, duties, and clearance fees shall be borne by the buyer.
We will deduct the above actual costs from the refund and remit the remaining balance.

XII. Contact Us

If you have any questions about this policy or need assistance with your order, please reach out to us through the following channels:

Customer Service Email: sales@heritcus.com
WeChat: +86 1379280546
WhatsApp: +86 1379280546
Online Chat: Live chat widget at the bottom right corner of our website (Weekdays, 9:00 AM – 6:00 PM Beijing Time)

We will respond to your inquiry within 24 hours.