Shipping Policy

This Shipping Policy applies to orders placed through tinmorry.net.

This policy is operated by:

TINMORRY CO., LIMITED
FLAT/RM S163, 2/F, THE CAPITAL
61–65 CHATHAM ROAD SOUTH
TSIM SHA TSUI, KOWLOON
HONG KONG

Email: support@tinmorry.net

1. Shipping Destinations

We currently accept and process online orders to the following countries and regions:

• European Union countries;
• United Kingdom;
• United States;
• Japan;
• Canada.

For shipping availability to other countries or regions, please contact support@tinmorry.net before placing an order if your destination is not available at checkout.

2. Shipping Warehouses

Orders delivered within European Union countries are generally shipped from our warehouse in Germany.

Orders delivered within the United Kingdom, United States, Japan, and Canada are generally shipped from the relevant local warehouse.

Certain products, colors, quantities, or special orders may need to be shipped from our warehouse or production facility in China.

The actual shipping origin may depend on product availability, order quantity, destination, fulfillment arrangements, and other operational factors.

We do not guarantee that every product will always be dispatched from a local warehouse.

3. Order Processing

Orders are subject to payment confirmation, stock availability, address verification, fraud screening, and warehouse processing.

Processing time is separate from transportation time.

Orders placed during weekends, public holidays, promotional periods, or periods of unusually high demand may require additional processing time.

If an item becomes unavailable after an order is placed, we may contact you to offer an alternative product, split shipment, delayed shipment, partial cancellation, or refund.

4. Shipping Costs

Shipping costs are calculated according to factors including:

• Destination;
• Product weight;
• Product quantity;
• Warehouse location;
• Available carrier;
• Delivery method; and
• Applicable fulfillment arrangements.

The shipping cost payable by the customer will be displayed at checkout before payment or confirmed separately in a written quotation.

5. Delivery Estimates

Estimated delivery times may be displayed at checkout, in the order confirmation, in the shipping confirmation, in tracking information, or communicated separately by us in writing.

All delivery times are estimates unless we expressly confirm a guaranteed delivery service in writing.

For the purposes of this policy, the latest estimated delivery date means the last date in the applicable estimated delivery window communicated for the shipment.

Actual delivery times may be affected by factors including:

• Destination;
• Warehouse processing;
• Carrier operations;
• Customs clearance;
• Import inspections;
• Weather;
• Public holidays;
• Local delivery conditions;
• Strikes;
• Transportation disruption;
• Incorrect delivery information; and
• Other circumstances outside our reasonable control.

A delay beyond the estimated delivery date does not automatically mean that the parcel has been permanently lost. However, customers should monitor delayed shipments closely and contact us within the reporting timeframes described in this policy.

Mandatory rights relating to delayed or undelivered orders remain unaffected.

6. Tracking Information and Customer Responsibility

Where tracking is available, the tracking number will be provided after the order has been processed for dispatch.

Tracking information may not appear immediately after the tracking number is created. It may take additional time for the carrier to collect, scan, transfer, or update the parcel in its system.

For international or multi-stage shipments, including shipments from China, tracking may temporarily stop updating while the parcel is in international transit, undergoing customs clearance, transferring between logistics providers, or awaiting final-mile delivery.

Customers are responsible for monitoring tracking information and carrier notifications after dispatch.

If tracking shows an unusual delay, stops updating for an extended period, shows an unsuccessful delivery attempt, or shows delivery when the parcel cannot be located, the customer should contact us promptly.

Timely notification is important because carriers and fulfillment warehouses may impose limited periods for opening investigations, obtaining delivery evidence, or submitting claims.

7. Split Shipments

An order may be shipped in more than one parcel or from more than one warehouse.

Parcels within the same order may:

• Have different tracking numbers;
• Be delivered by different carriers;
• Be dispatched on different dates; and
• Arrive on different days.

A partial delivery does not necessarily mean that the remaining products are missing.

Customers should review all tracking numbers associated with the order before reporting missing items.

8. Delivery Address and Contact Details

The customer is responsible for providing complete and accurate delivery information, including where applicable:

• Recipient's full name;
• Company or building name;
• Apartment, floor, unit, suite, or room number;
• Complete street address;
• City and postal code;
• Country;
• Valid telephone number; and
• Valid email address.

Please review all delivery information carefully before submitting the order.

TINMORRY is not responsible for delays, failed delivery, address correction charges, additional shipping costs, or return charges caused by incorrect, incomplete, outdated, or misleading delivery information supplied by the customer, except where applicable law provides otherwise.

9. Address Changes

Address change requests must be submitted as soon as possible.

We cannot guarantee that an address can be changed after the order has entered fulfillment, been labeled, transferred to the carrier, or dispatched.

If an address change causes additional costs, the customer may be required to pay those costs before the shipment can continue.

Where an address change can no longer reasonably be completed after dispatch, we are not responsible for a parcel delivered to the address originally supplied by the customer, subject to applicable law.

10. Delivery Attempts and Recipient Cooperation

Customers should monitor tracking information and make reasonable arrangements to receive the parcel.

Depending on the carrier and destination, the recipient may need to:

• Be available at the delivery address;
• Respond to a telephone call, email, or text message;
• Provide access to a building or delivery area;
• Contact the local carrier;
• Arrange redelivery;
• Collect the parcel from a pickup location; or
• Provide identification, customs information, or other information required by the carrier.

TINMORRY cannot guarantee that a courier or driver will call the recipient before delivery.

TINMORRY may not have direct contact with the local delivery driver and may be unable to add informal delivery instructions after dispatch.

Failure to respond to carrier notifications or make reasonable arrangements to receive or collect a parcel may result in failed delivery or return to sender.

11. Safe Places, Neighbours, and Alternative Delivery Instructions

Where supported, the carrier may allow the recipient to select:

• A safe place;
• Delivery to a neighbour;
• A reception area;
• A collection point;
• A different delivery date; or
• Other delivery preferences.

Customers should submit such instructions through the carrier's official tracking page, application, or customer service system where available.

If the customer authorizes delivery to a safe place, neighbour, reception area, collection point, or another designated person or location, the parcel may be considered delivered when the carrier completes delivery in accordance with that authorization, subject to applicable law and the available delivery evidence.

12. Failed Delivery

Delivery may fail for reasons including:

• An incorrect or incomplete address;
• A missing company, building, apartment, or unit name;
• An invalid telephone number;
• The recipient being unavailable;
• Failure to respond to delivery notifications;
• Failure to collect the parcel;
• Failure to arrange redelivery;
• Refusal of the parcel;
• Restricted access to the delivery location;
• Failure to provide required customs or identification information; or
• Another circumstance attributable to the customer or recipient.

If delivery fails, the customer should contact the carrier promptly where possible and should also contact us if assistance is required.

13. Parcels Returned Because of Customer or Recipient Action

If a parcel is returned because of an incorrect or incomplete address, refusal, failure to collect, recipient unavailability, access restrictions, failure to respond to carrier requests, or another circumstance attributable to the customer or recipient, complimentary reshipment will not automatically be provided.

After the parcel has been returned and checked, the available options may include:

Reshipment

The parcel may be reshipped after the customer pays, where applicable:

• The new shipping cost;
• Any return-to-sender charge;
• Any address correction fee;
• Any customs-related charge; and
• Any other reasonable cost resulting from the failed delivery.

Refund

Where a refund is permitted, it will normally be processed only after the returned parcel has been received and inspected.

Actual outbound shipping costs, return charges, customs charges, and other costs caused by the failed delivery may be deducted from the refund where permitted by applicable law.

TINMORRY will not normally arrange repeated complimentary replacement shipments where one or more previous deliveries have failed because of incomplete delivery information, failure to receive or collect the parcel, refusal, or another circumstance attributable to the customer or recipient.

14. Carrier-Caused Delivery Problems

If the delivery information supplied was complete and accurate and the recipient reasonably cooperated with delivery, but the parcel was delayed, misdelivered, lost, or returned because of a carrier-related issue, please contact us.

We will review the tracking information and available evidence and may request an investigation from the carrier or fulfillment warehouse.

The appropriate outcome will depend on the tracking information, available evidence, investigation results, product availability, applicable law, and the circumstances of the case.

15. Delivery Issue Reporting Timeframes

Customers should report delivery problems promptly so that we have a reasonable opportunity to investigate them with the carrier or fulfillment warehouse.

Parcel Not Received or Tracking Stops Updating

If a parcel has not arrived by the latest estimated delivery date, or tracking has stopped updating and the parcel remains undelivered, please contact us as soon as possible and within 14 calendar days after the latest estimated delivery date.

This reporting timeframe applies regardless of whether the parcel was dispatched from a local warehouse or from China.

Customers do not need to wait until the end of the 14-day period. If the tracking status appears abnormal or the parcel is clearly delayed, we encourage customers to contact us earlier so that an investigation can begin as soon as possible.

Parcel Marked as Delivered but Not Received

If tracking shows that a parcel has been delivered but you cannot locate it, please contact us promptly and preferably within 7 calendar days after the carrier's recorded delivery date.

Damaged Parcel

If a parcel or its contents appear damaged upon delivery, please contact us as soon as possible, preferably within 7 calendar days after delivery, and retain the parcel, packaging, shipping label, and affected products for investigation.

Late Reporting

Carriers and fulfillment warehouses may impose limited periods for opening investigations, retrieving delivery photographs or GPS records, reviewing scan history, obtaining driver or depot records, and submitting loss or misdelivery claims.

If a delivery issue is reported substantially after the applicable reporting timeframe, some or all of this information may no longer be available and we may no longer be able to open a formal carrier or warehouse investigation.

Late reports will still be reviewed based on the information reasonably available at the time.

Where delayed reporting has prevented a timely carrier or fulfillment warehouse investigation, this may be taken into account when assessing the circumstances of the claim and determining any discretionary remedy available under this policy, where permitted by applicable law.

Failure to report within these timeframes does not automatically waive any mandatory statutory rights that cannot legally be restricted.

16. Parcels Marked as Delivered but Not Received

If tracking shows that a parcel has been delivered but you cannot locate it, please first:

• Check that the delivery address is correct;
• Check entrances, porches, garages, mailrooms, reception areas, parcel lockers, and other possible delivery locations;
• Ask household members, employees, neighbours, reception staff, or building management;
• Review any available delivery photograph or proof of delivery;
• Check carrier emails, text messages, or delivery notices; and
• Contact the local carrier where possible.

You should then contact us and provide your order number and tracking number within the reporting timeframe described in Section 15.

We may review:

• Carrier tracking;
• Delivery photographs;
• GPS or location information;
• Signature records;
• Safe-place authorization;
• Recipient communications;
• Warehouse records;
• Carrier scan history; and
• Carrier investigation results.

We may ask the customer to confirm the delivery address or provide other information reasonably necessary to investigate the claim.

A replacement or refund will not be issued automatically before the available evidence has been reviewed.

Where the available evidence reasonably shows that the parcel was delivered in accordance with the customer's address, instructions, or authorized delivery preference, the claim may be declined where permitted by applicable law.

Where the available evidence confirms that the parcel was lost or misdelivered while it remained under our responsibility, an appropriate remedy will be provided in accordance with applicable law.

Nothing in this section limits any mandatory rights relating to lost or misdelivered goods.

17. Lost Parcels and Tracking That Stops Updating

If a parcel has not arrived by the latest estimated delivery date or tracking has stopped updating for an unreasonable period, please contact us within the applicable reporting timeframe in Section 15.

A delay or temporary lack of tracking updates does not by itself establish that a parcel has been permanently lost.

Depending on the shipment, we may need to:

• Review the tracking history;
• Confirm the shipping address;
• Check warehouse dispatch records;
• Check whether a replacement or final-mile tracking number was issued;
• Contact the fulfillment warehouse; or
• Request a formal carrier investigation.

Customers may be asked to provide their order number, tracking number, confirmation that the parcel has not been received, and other information reasonably necessary for the investigation.

If the carrier, fulfillment warehouse, or other reliable available evidence confirms that the parcel was lost while under our responsibility, we will provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, the remedy may include:

• Replacement;
• Reshipment;
• A refund for the affected products or quantity;
• A partial refund where only part of the shipment is affected; or
• Another resolution agreed with the customer.

If the issue is reported only after the carrier or fulfillment warehouse's applicable investigation or claim period has expired, we will review the claim based on the evidence that remains reasonably available.

Where a substantially delayed report has prevented us from carrying out a timely investigation or obtaining evidence that would otherwise have been available, this may be considered when assessing any discretionary resolution available under this policy, where permitted by applicable law.

Any mandatory statutory rights relating to non-delivery remain unaffected.

18. Damaged Parcels

Please inspect the parcel and products as soon as reasonably possible after delivery.

If the parcel or product appears damaged, please retain:

• The product;
• The shipping carton;
• Internal packaging;
• Shipping labels;
• Product labels; and
• Any damaged materials.

Please contact us as soon as possible, preferably within 7 calendar days after delivery, and provide clear photographs or videos showing the damage.

This reporting period helps us preserve evidence and submit a timely carrier or warehouse claim.

Do not discard the product or packaging until we confirm that they are no longer required for investigation.

Claims concerning defects or product-performance issues that are not caused by transportation will be handled under our Return & Refund Policy.

The seven-day reporting request does not limit any mandatory statutory rights.

19. Risk of Loss

Where TINMORRY selects or arranges the carrier for a consumer order, risk relating to loss or damage during transportation will be handled in accordance with the consumer laws applicable to the order.

Where applicable law provides that risk remains with the seller until the customer, or a person designated by the customer, takes physical possession of the goods, those rights remain unaffected by this policy.

If the customer independently appoints a carrier that was not offered or arranged by TINMORRY, risk may pass when the products are delivered to that carrier where permitted by applicable law.

For business-to-business orders, risk transfer may instead be governed by the applicable quotation, pro forma invoice, Incoterm, purchase order, contract, or other written agreement.

20. Customs, Duties, VAT, and Taxes

Prices include VAT or other taxes where required by applicable law and where indicated at checkout.

Depending on the destination, warehouse, shipping method, and agreed delivery terms, an order may be subject to:

• Import VAT;
• Customs duties;
• Brokerage charges;
• Clearance fees; or
• Other government charges.

Unless the checkout page, quotation, pro forma invoice, or written agreement expressly states that such charges are included, the customer may be responsible for them.

Customers are responsible for providing information reasonably required for customs clearance.

Orders returned because the customer refuses to pay applicable import charges or fails to provide required clearance information may be treated as customer-caused failed deliveries where permitted by applicable law.

21. Events Outside Our Reasonable Control

Delivery may be delayed or disrupted by events outside our reasonable control, including severe weather, natural disasters, war or civil disturbance, government or customs action, carrier disruption, strikes, port congestion, epidemics, system failures, or transportation restrictions.

We are not responsible for delays to the extent caused by events outside our reasonable control, subject to applicable law.

This section does not exclude or limit any mandatory rights relating to delivery, cancellation, refund, loss, or other remedies that cannot legally be excluded.

22. Business and Wholesale Orders

Wholesale, distributor, reseller, private-label, customized, and other business-to-business orders may be subject to separate quotations and written terms.

These may include separate provisions concerning:

• Shipping origin;
• Incoterms;
• Customs clearance;
• Duties and taxes;
• Delivery time;
• Insurance;
• Inspection periods;
• Product claims;
• Delivery claims;
• Claim reporting deadlines;
• Risk transfer;
• Returns;
• Replacement;
• Refunds; and
• Failed delivery.

Business customers are responsible for reviewing any applicable quotation, pro forma invoice, purchase order, contract, or written shipping terms before confirming the order.

Where a separate quotation, pro forma invoice, purchase order, contract, or written agreement applies, that document will take precedence over this general Shipping Policy to the extent permitted by applicable law.