Shipping policy

Thank you for shopping with Pinemend. This Shipping Policy explains how orders are processed, shipped, and delivered. If you have any questions, please contact us at support@pinemend.com.

Order Origin & Fulfillment

Pinemend products are sourced from our trusted international supplier partners and shipped directly to customers worldwide. By placing an order, you acknowledge that products are shipped internationally and may take longer to arrive than domestic shipments.

Processing Time

All orders are processed within 1-3 business days after receiving your order confirmation email. Orders are not processed or shipped on weekends, public holidays, or during supplier-region holidays.

During high-volume periods or supplier-region public holidays (such as Chinese New Year in February or Chinese Labor Day in early May), processing may be delayed by several additional business days. We will communicate any significant delays via email.

Transit Times (Estimated)

Once your order ships, please allow the following delivery timeframes:

  • United States: 7-10 business days from ship date
  • United Kingdom & Ireland: 7-10 business days from ship date
  • Canada: 8-15 business days from ship date
  • Australia & New Zealand: 7-10 business days from ship date

Transit estimates do not include the 1-3 business day processing window. Final delivery times depend on destination, carrier capacity, customs clearance, and weather conditions.

Order Tracking

Once your order ships, you will receive a shipping confirmation email containing your tracking number. Please note:

  • Tracking information may take 24-72 hours to update after the shipping label is created
  • For international shipments, tracking visibility may be limited until the package reaches the destination country's local carrier (e.g., USPS, Royal Mail, Australia Post, Canada Post)
  • If your tracking has not updated within 5 business days of shipment, please contact our support team

Customs, Duties, and Taxes

International shipments may be subject to import duties, VAT, taxes, or other fees imposed by the destination country. These charges are the responsibility of the recipient and are not included in product prices or shipping fees unless otherwise stated. Pinemend has no control over these charges.

Address Accuracy & Delivery Issues

Please ensure your shipping address is complete and accurate at checkout. Pinemend is not responsible for delays, failed deliveries, or lost packages caused by:

  • Incorrect or incomplete addresses provided at checkout
  • Delivery barriers (gated communities, secure buildings without instructions)
  • Unclaimed or refused packages
  • Incorrect address corrections requested after dispatch

If a package is returned to us as undeliverable or refused, we can:

  • Reship the package (additional postage may apply), or
  • Process a refund for the items minus original shipping fees, return shipping fees, and any applicable restocking fees per our Returns & Refund Policy

Damaged or Lost Packages

If you receive your order damaged, please contact us within 7 days of delivery with photos of the damage to support@pinemend.com. We will work with the shipping carrier to resolve the issue and process a replacement or refund where appropriate.

For packages marked as delivered but not received, please first check with neighbors and your local carrier (USPS, Royal Mail, etc.) before contacting us. Most "missing" packages are delivered within 48 hours of the carrier marking them delivered.

Split Shipments

To ensure faster delivery, we may ship items from your order in multiple packages at no additional cost. A separate tracking email will be sent for each package.

Contact Us

If you have any questions about your order or our shipping policy:

  • Email: support@pinemend.com
  • Response Time: We respond to all inquiries within 24 hours, 7 days a week