Shipping policy

Shipping Policy

Last updated: June 25, 2026

This Shipping Policy explains how TLY handles shipping, processing, delivery, and related logistics for retail orders, wholesale orders, dealer orders, school program orders, distributor orders, OEM orders, and private label orders.

1. Order Processing

Retail orders are usually processed within [1–5 business days] after payment is confirmed, unless otherwise stated on the product page or order confirmation.

Wholesale, dealer, school program, rental program, distributor, OEM, and private label orders may require additional processing time due to quantity, packaging, product preparation, customization, inspection, or shipping arrangement.

Processing times do not include weekends, holidays, carrier delays, customs processing, or force majeure events.

2. Shipping Destinations

We may ship to selected countries and regions depending on product type, order size, carrier availability, and destination restrictions.

If shipping is not available to your location through checkout, please contact us for assistance.

For wholesale, dealer, distributor, school, rental, OEM, or private label orders, shipping methods and logistics terms may be confirmed separately.

3. Shipping Methods

Available shipping methods may vary depending on:
- Product size and weight
- Destination country or region
- Order quantity
- Shipping carrier availability
- Retail or wholesale order type
- Custom or private label requirements

For larger wholesale or bulk orders, freight, sea shipping, air shipping, or other logistics arrangements may be discussed separately.

4. Shipping Costs

Shipping costs may be calculated at checkout or confirmed separately by quotation.

For wholesale, dealer, distributor, school program, rental program, OEM, or private label orders, shipping costs may depend on product volume, packaging, destination, shipping method, customs terms, and delivery requirements.

Unless otherwise stated in writing, customers are responsible for shipping charges, taxes, duties, customs fees, and any additional import-related costs.

5. Delivery Times

Estimated delivery times are provided for reference only and are not guaranteed.

Delivery may be affected by:
- Carrier delays
- Customs clearance
- Weather conditions
- Holidays
- Incorrect or incomplete address information
- Import restrictions
- Remote area delivery
- Force majeure events

TLY is not responsible for delays caused by carriers, customs authorities, or circumstances beyond our control.

6. Tracking

When tracking information is available, we will provide it by email or through the order page.

Please allow time for tracking updates to appear after the package has been shipped.

7. Address Accuracy

Customers are responsible for providing complete and accurate shipping information.

TLY is not responsible for lost, delayed, returned, or misdelivered packages caused by incorrect or incomplete address information.

If an order is returned due to an incorrect address, refusal, failed delivery, or unclaimed package, additional shipping fees may apply.

8. Damaged Shipments

Please inspect your package immediately upon delivery.

If your order arrives damaged, please contact us within 7 days of delivery with:
- Order number
- Photos of the outer packaging
- Photos of the damaged product
- Photos of shipping labels
- A brief description of the issue

Please keep all packaging materials until the case is resolved. We may need the packaging for carrier claims or damage review.

9. Lost Packages

If tracking shows that a package has been delivered but you did not receive it, please first check with neighbors, household members, building management, or the carrier.

If the package cannot be located, contact us and we will assist with a carrier investigation where possible.

TLY is not responsible for packages stolen after confirmed delivery.

10. International Shipping, Customs, Duties, and Taxes

For international orders, customers are responsible for complying with local import laws and regulations.

Customs duties, taxes, brokerage fees, import fees, and other charges may apply. These charges are the responsibility of the customer unless otherwise agreed in writing.

TLY is not responsible for delays caused by customs clearance or import procedures.

11. Wholesale and Bulk Shipping

Wholesale, dealer, school program, rental program, distributor, OEM, and private label shipments may require separate logistics planning.

Shipping terms, freight method, lead time, packaging, insurance, and delivery responsibilities may be confirmed in the quotation, invoice, purchase order, or written agreement.

12. Contact Us

For shipping questions, logistics support, or wholesale freight inquiries, please contact us:

Jiangsu Weiyuzhi Import and Export Co., Ltd.
Email: tlyviolin@gmail.com
Address: Room 0310, Block 1A, Xindu Plaza, No. 8 Zhongxin Avenue West, Suzhou Industrial Park, Suzhou, Jiangsu, China