شحن

Where are items located?

We have established registered companies and warehouses across strategic locations including mainland Hong Kong, the United States, Vietnam,Singapore, the United Kingdom, and Germany. In the rare instance that certain locations are temporarily out of stock, rest assured that we will seamlessly arrange shipment directly from our factory to fulfill your order. As a reputable lighting company registered in the United States, we prioritize efficiency and reliability in every aspect of our operations to ensure your satisfaction.

Q: What is your policy on canceling orders that are in transit?

Answer: Our policy stipulates that any order that has been shipped and delivered by a logistics partner cannot be cancelled.
The reason is that the packages from our Asian factory will be immediately handed over to the shipping company. For sea freight (standard), your item is in a bulk container and inaccessible. For air freight, it is on the cargo plane. We are actually unable to retrieve it.
Action needs to be taken: You must wait for the item to be delivered to your location. After receiving it, please contact us. Activate return.

When will the Package be Shipped?

Packages ship within 5-7 business days of your order.

What is Standard Shipping?

Standard shipping is free door-to-door transportation, we use air freight+local

UPS/FedEx delivery. Orders using standard shipping typically arrive within 28-35 business days. You do not need to pay standard shipping fees, all orders can be shipped to our supported shipping destinations via standard shipping (excluding shipping and return fees for second delivery failures)
We do not ship to postal boxes/APO/FPO addresses. Due to the nature of our business, items may be delivered in multiple packages.
Some products are customized, please refer to the product pages for the production/transportation delivery time of customized products.

Transportation Costs?

All of our products include shipping costs, so you don't need to pay any additional shipping fees.

Shipment Service

We use a number of different shipping service providers to ensure that your order is properly handled in transit. During shipping, you can check the status of your order at any time through our website or customer service team.

Shipping Range

We can ship orders to most destinations worldwide. However, some countries or regions may have restrictions or prohibit the shipment of certain items. Before placing an order, please ensure you understand the relevant regulations and restrictions in your region.

Transportation insurance

In order to ensure that your order is protected during shipping, we provide shipping insurance for your order. If your order is damaged or lost in transit, we will fully reimburse you.

Shipping Tracking

We offer shipping tracking on all orders so you always know the status and location of your order.
You can track your package via: https://www.17track.net/en or https://www.fedex.com.cn/en-us/home.html or https://www.ups.com/us/en/Home.page. If you are unable to track your package through these websites, please contact us and our customer service will provide you with package tracking.

Changes to estimated delivery date.

We, or our delivery partner(s), will notify you of reasonable changes to the estimated delivery date where events outside of our or our delivery partner's control delay or prevent delivery from taking place at the original estimated date and/or time. Delivery of the Products will take place when we deliver them to the address that you gave to us. If we cannot deliver your Products within 90 days, we will:

1. let you know;
2. cancel your order;
3. give you a refund

Shipping range

At present, we deliver to the following countries: United States, United Kingdom, Germany, Belgium, Netherlands, France, Australia, Denmark, Austria, Italy, Greece, Sweden, Cyprus, Croatia, Spain, Czech Republic, Saudi Arabia, UAE, Hungary, Romania, Poland, New Zealand, Norway, Finland, Croatia, Slovenia, Switzerland, Ireland, Portugal, Estonia , Cambodia, Hong Kong, Israel, Indonesia, Kazakhstan, Kyrgyzstan, Laos, Lebanon, Mongolia, Philippines, Pakistan, Vietnam, Cambodia. 

Incorrect Address or Address Change

Please ensure the shipping address is correct when placing an order. We are not responsible for lost or misdelivered packages or costs associated with an incorrectly provided address. We cannot guarantee the successful modification of the address. If it is necessary to change an address, in every case UPS or EMS will charge us a change address fee and, if the new address is not near the incorrect address, UPS or EMS will charge us also for the additional redelivery cost.

If you request we contact UPS or EMS on your behalf to request the change, then we will send an invoice to you to pay the additional costs at the time of the change. If you make the change on your own and UPS or EMS bills us separately, we will send you an invoice for that amount so that we break even. While the invoice will be charged by us, ultimately, we send the full amount to UPS or EMS on your behalf. We very much appreciate your understanding that while we do our best to assume costs for any of our own mistakes, we are not able to assume the cost for mistakes outside our control.

Lost, Stolen, and Misdelivered Packages

If there is no signature requirement, UPS or EMS will determine at their own discretion if an area is secure to leave a package. If there is a signature requirement, they will attempt to obtain a signature from someone at the address or nearby. If they aren't able to obtain the signature, they may leave a door tag with further instructions. Check your tracking info for details on the latest delivery attempts.

If the package is returned to the place of shipment due to Lost, Stolen, and Misdelivered Packages, we will provide re-shipment service.

Re-delivery is a paid service (we will charge your cost of shipping depending on the package size and weight of different lamps).

If the lamp is damaged or lost due to shipping, we will send you a new lamp for free.
If a package is marked as "delivered" but cannot be located, it is likely the package is nearby or may still be on a delivery truck and is not yet lost. Typically the package will be delivered the next day. If the package still cannot be found, it is your responsibility to contact UPS or EMS and request a "trace" to locate the package(s). In order to be considered for a replacement or refund, you must request a trace to confirm the package is lost, and all traces must be made within 7 days of delivery. Outside this window, we are no longer able to file a loss claim with UPS or EMS to recover the cost of the lost or stolen item.

Failure to Receive Delivery

If you are not able to receive a package, You can contact your country express post, how to contact? click me

UPS or EMS will attempt to deliver a package 1 time, but if the package is undeliverable (e.g. no signature can be obtained, wrong address, etc.) then FedEx will hold the package at a local facility for a short time before they return the package to us. When this happens, FedEx charges us a 2nd time to return the package. We are not responsible for costs related to items returned due to failure to receive delivery.

If this happens, we will contact you to arrange delivery again. If you would like to have the package reshipped, we will email an invoice for the cost FedEx charged to return to sender in addition to the cost to ship it again. Alternatively, if you no longer want the package, then a refund will be issued minus 30% restocking fee to cover all lost shipping and packaging costs. We must receive a response from you within 30 days of an item being sent back to us in order to have the item shipped again or to receive a refund.

Shipping Exclusions

We do not ship to the following countries / regions:

• Afghanistan, Armenia, Azerbaijan, Bangladesh, Bhutan, Cambodia, Georgia, India, Iraq, Jordan, Kuwait, Nepal, Oman, Sri Lanka, Tajikistan, Turkey, Turkmenistan, Uzbekistan, Yemen, American Samoa, Cook Islands, French Polynesia, Guam, Kiribati, Marshall Islands, Micronesia, Nauru, New Caledonia, Niue, Palau, Papua New Guinea, Solomon Island, Tonga, Tuvalu, Vanuatu, Wallis and Futuna, Western Samoa, Albania, Bosnia, Herzegovina, Montenegro, Serbia, San Marino, etc.….

• All African Countries
• All South American Countries.
• If you are in the above countries, you still want to buy lamps.
  Please contact our customer service: support@tolamp.com, we will calculate the transportation cost for you separately.