Shipping policy

Effective Date: February 12, 2025

This policy outlines everything you need to know about how we ship your orders, including delivery options, costs, tracking, and more.

1. Shipping Options

We offer a range of shipping services to suit your needs:

• Hong Kong (Domestic):

  • Standard Delivery: 2-3 business days.

  • Express Delivery: Next business day.

  • Local Pickup: Available by appointment.

• International:

  • Standard International: 7-14 business days.

  • Express International: 3-5 business days.

  • DHL Express: 2-3 business days.

2. Shipping Costs

• Hong Kong:

  • Orders over HKD 1,000: Free Standard Delivery!

  • Standard Delivery: HKD 50

  • Express Delivery: HKD 100

  • Local Pickup: Free

• International (Starting Prices):

  • Asia Pacific: From HKD 150

  • North America: From HKD 200

  • Europe: From HKD 200

  • Rest of the World: From HKD 250

  • Note: These are starting prices and may vary based on the destination and package weight/size.

• Additional Charges (May Apply):

  • Remote Areas: A surcharge may apply for deliveries to remote locations.

  • Oversized Items: Extra fees may be charged for large or heavy items.

  • Special Handling: If your order requires special handling, additional fees may apply.

  • Peak Seasons: Surcharges may be added during busy times of the year.

3. Delivery Timeframes

• Order Processing:

  • We usually process orders within 1-2 business days.

  • Pre-order items will have their estimated processing times listed on the product page.

  • Custom orders may take longer to prepare.

  • You’ll receive an email confirmation once your order is processed.

• Shipping Time:

  • Delivery estimates start after your order has been processed.

  • Shipping times are for business days only (Monday-Friday), excluding public holidays.

  • Please be aware that delays due to weather or customs are possible.

4. Tracking Your Order

• Tracking Information: We’ll send you a tracking number via email once your order ships.

• Online Tracking: You can track your order’s progress on our website.

• Updates: You’ll receive real-time status updates.

• Delivery Notifications: We’ll notify you when your order is out for delivery and when it’s been delivered.

• Lost Packages:

  • If your package hasn’t arrived after 15 business days, we’ll start an investigation.

  • We’ll guide you through the claims process if necessary.

  • We’ll provide details about insurance coverage.

  • We’ll explain the procedures for resolving lost package issues.

5. Customs, Duties, and Taxes (International Orders)

• Your Responsibility: You are responsible for any import duties, taxes, or customs fees charged by your country.

• Customs Clearance: Customs clearance times can vary and are outside of our control.

• Documentation: We provide the necessary documentation for customs clearance.

• Customs Information:
  * We provide HS codes.
  * A commerical invoice will be provided.
  *We will provide a declaration of value.
  *If you refuse to accept a delivery and it has to undergo return shipping, we will need to charge you.

6. Shipping Restrictions

• Delivery Address:

  • We cannot ship to P.O. boxes.

  • Please provide a complete and accurate shipping address.

  • We deliver to both business and residential addresses.

  • We may need to verify your address.

• Restricted Areas:

  • There are some countries we cannot ship to.

  • Deliveries to remote areas may have limitations.

  • We can ship to freight forwarders.

  • There may be restrictions on shipping to military addresses.

7. Special Handling

• Fragile Items:

  • We use special packaging to protect fragile items.

  • We provide handling instructions to the carrier.

  • Fragile items are covered by insurance.

  • We take measures to prevent damage during shipping.

• Temperature-Sensitive Items:

  • We take special care with temperature-sensitive items.

  • There may be seasonal restrictions on shipping these items.

  • Special packaging may be required.

  • We’ll ensure appropriate delivery timing.

8. Delivery Attempts

• If Delivery Fails:

  • We’ll attempt delivery twice.

  • A notice will be left at your address if you’re not available.

  • You can arrange an alternative delivery time or location.

  • Collection point options may be available.

• Address Changes:

  • Before Shipment: You can change your address for free.

  • After Shipment: Additional fees may apply.

  • Rerouting charges may be incurred.

  • You may be responsible for return shipping costs if the address is incorrect.

9. Shipping Insurance

• Coverage:

  • All orders are automatically insured up to HKD 2,000.

  • You can purchase additional insurance if needed.

  • Full value coverage options are available.

  • We’ll explain the claims procedure if needed.

• Claims Process:

  • We’ll let you know what documentation is required.

  • There are time limits for filing claims.

  • You’ll need to provide proof of damage or loss.

  • We’ll explain the reimbursement process.

10. Returns and Exchanges

• Return Shipping:

  • We’ll provide a return label if the return is due to a defect.

  • Otherwise, you are responsible for return shipping costs.

  • We’ll provide instructions for international returns.

  • Please pack items securely for return.

• Exchange Process:

  • We’ll explain any fees associated with exchange shipping.

  • There may be limitations on international exchanges.

  • We prioritize size/color exchanges.

  • We’ll let you know the processing time for exchanges.

11. Special Services

• Gift Services:

  • Gift wrapping is available.

  • You can include a gift message.

  • We can ship to multiple addresses.

  • Special packaging options are available.

• Corporate Orders:

  • We offer bulk shipping options.

  • Special rates may be available.

  • We provide dedicated support for corporate orders.

  • We can create a custom delivery schedule.

12. Force Majeure (Unforeseeable Events)

• Delays: We are not responsible for delays caused by:

  • Natural disasters

  • Political events

  • Public health emergencies

  • Disruptions to carrier services

• Alternative Arrangements: If significant delays occur, we may:

  • Use alternative carriers.

  • Change shipping routes.

  • Adjust delivery times.

  • We’ll keep you informed of any changes.

13. Contact Information

For any shipping questions, please contact us:

Company: 深圳拇指客贸易有限公司 (Shenzhen Thumbgeek Trade Co., Ltd.)

Address: Room 615A, Floor 6, Building C2, Zhonghao Industrial City, Xiangjiaotang Community, Shenzhen, Guangdong 518129, China

深圳市龙岗区坂田街道象角塘社区中浩工业城C2栋六层615A

Email: [email protected]

14. Policy Updates

• This shipping policy is subject to change.

• We will notify you of any significant changes.

• We may make seasonal adjustments to the policy.

• Changes may occur due to updates from our shipping carriers.