Shipping policy

Thank you for choosing our custom products! This logistics policy is specifically formulated for custom-made items to clarify the related logistics details, including shipping scope, delivery time, shipping fees, order processing, and after-sales logistics services. Please read this policy carefully before placing an order. By submitting a custom order, you acknowledge and agree to the terms and conditions stated below.

1. Shipping Scope

We provide international shipping services for custom products to most countries and regions around the world. You can check whether your delivery address is within our shipping scope during the checkout process. For remote areas or regions with strict import restrictions, we may not be able to provide direct shipping services. In such cases, our customer service team will contact you in a timely manner to discuss alternative solutions (e.g., shipping to a nearby non-remote address) or process a refund.

2. Order Processing & Production Lead Time

Unlike ready-made products, custom products require a certain production cycle. The specific production lead time will vary depending on the complexity of the customization, product type, and order quantity, and will be clearly indicated on the product detail page (usually 3-15 business days). After you place an order and complete the payment, our team will start the customization production process. We will send you an order confirmation email within 24 business hours, and update you via email if there is any delay in production due to special reasons (e.g., material shortage, complex customization requirements).
Order processing steps: Payment Confirmation → Customization Design Confirmation (if needed) → Production → Quality Inspection → Shipping Arrangement. If the customization requires your confirmation on the design draft, we will send the draft to your registered email within 1-3 business days after payment. The production will officially start only after we receive your written confirmation of the design draft. The time for design confirmation will not be included in the production lead time.

3. Delivery Time & Shipping Methods

The delivery time refers to the time from the date of shipping (after the completion of production and quality inspection) to the date when the package arrives at the destination address, excluding the production lead time. We offer two main shipping methods for you to choose from, and the specific delivery time and fees will be displayed during checkout:
  • Standard Shipping: Suitable for customers who do not have urgent needs. The delivery time is usually 7-20 business days (depending on the destination country/region). The shipping fee is calculated based on the weight, volume, and destination of the custom product.
  • Express Shipping: Suitable for customers with urgent needs. We cooperate with well-known international courier companies (e.g., DHL, FedEx, UPS). The delivery time is usually 3-7 business days (depending on the destination country/region). The express shipping fee is higher than standard shipping, and specific fees will be calculated according to the actual logistics cost.
Note: The above delivery times are estimated values. Due to factors such as international transportation delays, customs clearance procedures, holidays, and force majeure (e.g., natural disasters, wars, public health emergencies), the actual delivery time may be extended. We will try our best to track the logistics progress and inform you of any abnormal situations in a timely manner, but we shall not be held responsible for delays caused by the above uncontrollable factors.

4. Shipping Fee Rules

The shipping fee for custom products is calculated based on the following principles:
  • The shipping fee is determined by the weight, volume, destination country/region, and shipping method of the customized product. You can view the specific shipping fee by entering your delivery address and selecting the shipping method during checkout.
  • Free shipping policy: We may launch free standard shipping activities for custom products from time to time (e.g., meeting a certain order amount threshold). The specific terms of the free shipping activity will be clearly indicated on the promotion page or product detail page. Free shipping only applies to standard shipping and does not include express shipping or other additional logistics fees.
  • Additional fees: For remote areas that require additional remote surcharges by logistics companies, the surcharge will be borne by you, and we will inform you of the specific amount before shipping. If you refuse to pay the surcharge, we will have the right to cancel the order and process a refund (excluding any customization costs that have been incurred, if applicable).

5. Customs Clearance & Import Duties

For international shipments, custom products may need to go through customs clearance procedures in the destination country/region. We will provide the necessary customs declaration documents (e.g., commercial invoice, packing list) according to the requirements of the logistics company and the destination country/region.
Import duties, taxes, and other related fees (if any) incurred during the customs clearance process are borne by the recipient (you), unless otherwise specified in the promotion. These fees are not included in the product price or shipping fee. The specific amount of duties and taxes is determined by the customs regulations and tax policies of the destination country/region. We have no control over the amount of such fees and cannot predict them in advance. If you refuse to pay the import duties and taxes and cause the package to be returned or destroyed, all losses (including shipping fees, return shipping fees, customization costs, etc.) will be borne by you, and we will not refund the product price and shipping fee already paid.
It is recommended that you understand the relevant customs regulations and tax policies of your country/region before placing an order to avoid unnecessary losses.

6. Logistics Tracking

After the custom product is shipped, we will send a shipping confirmation email to your registered email address, which includes the logistics tracking number and the query link of the logistics company. You can use the tracking number to query the real-time logistics progress on the official website of the logistics company or through our independent station's "Order Tracking" page.
If you cannot query the logistics information within 3 business days after receiving the shipping confirmation email, please contact our customer service team in a timely manner, and we will help you verify the situation with the logistics company.

7. After-Sales Logistics Services

Due to the uniqueness of custom products (designed and produced according to your specific requirements), we do not accept returns or exchanges for non-quality issues. If you receive the custom product and find quality problems (e.g., serious damage during transportation, product quality does not meet the confirmed customization requirements), please take photos or videos of the product and the outer packaging within 7 days after receiving the goods, and contact our customer service team to apply for after-sales processing.
After our quality inspection team confirms the quality problem, we will provide the following solutions according to the actual situation:
  • Reproduction: We will re-produce the custom product for you free of charge, and bear the round-trip shipping fees.
  • Refund: We will process a full refund (including product price and shipping fee) for you. If necessary, you need to return the defective product to us according to our instructions, and we will bear the return shipping fee.
Note: For damages caused by improper use, storage, or man-made factors after you receive the product, we will not provide after-sales logistics services.

8. Force Majeure

In case of force majeure events (e.g., natural disasters, wars, strikes, public health emergencies, government decrees, and other unforeseeable, unavoidable, and insurmountable events) that cause delays or failures in the performance of logistics services (e.g., production suspension, shipping suspension, customs clearance delays), we will not be held liable for any losses incurred thereby. We will promptly notify you of the occurrence and impact of the force majeure event, and take reasonable measures to minimize the impact (e.g., resuming production and shipping as soon as possible after the event ends).

9. Contact Us

If you have any questions or need help regarding the logistics of custom products, please contact our customer service team through the following channels:
  • Email:  info@ydxpackaging.com
  • Live Chat: Available on our independent station during business hours (Monday-Friday, 9:00-18:00 GMT+8)
  • Phone: +86 19129491356
We will reply to your inquiry within 24 business hours and provide you with professional logistics consulting services.

10. Other Terms

We reserve the right to modify or update this logistics policy from time to time. The updated policy will be posted on our independent station, and the modification will take effect from the date of posting. If you place an order after the policy is updated, you will be deemed to have accepted the updated terms. If you have placed an order before the policy is updated, the policy at the time of order placement shall prevail.
This logistics policy is an integral part of the order agreement between you and us. In case of any inconsistency between this policy and other terms (e.g., product detail page descriptions), this policy shall prevail for matters related to logistics.
Effective Date: 2026.1.1