Shipping Policy

At T2T SIMPLE LTD, we believe that receiving your order should be a moment of joy, not confusion or frustration. That is why we have developed a clear, customer-friendly Shipping Policy that tells you exactly what to expect, when to expect it, and what to do if something goes wrong. We ship our beautiful wicker baskets, rattan products, and garden items to customers across the United States and around the world, and we partner with trusted carriers to ensure your package arrives safely and on time.

Please read this entire Shipping Policy carefully before placing an order. If you have any questions after reading, our customer support team is ready to help at marga.trading.amz@gmail.com or Phone: +84 0585824143.

1. Processing Time – How Fast We Pack Your Order

Processing time refers to the period between when you place your order and when we hand it over to the carrier (ship it). This does not include the time the carrier takes to deliver.

Standard Processing

• Most orders: 1–2 business days (Monday through Friday, excluding UK bank holidays).

• Orders placed after 2:00 PM UK time: May be processed on the next business day.

• Orders placed on weekends or UK holidays: Will begin processing on the next business day.

Example:
You place an order on Thursday at 10:00 AM UK time. It will likely be processed on Thursday or Friday. If you place an order on Friday at 4:00 PM UK time, it may not be processed until Monday.

Why does processing take 1–2 days?

We are a small but dedicated team. Every order is checked for quality, packed securely in appropriate boxes or padded mailers, and labeled correctly. We do not use automated drop-shipping; we personally ensure your wicker baskets are protected from damage during transit. This takes time, but it results in fewer damaged items and higher customer satisfaction.

Rush Processing

We do not currently offer paid rush processing (e.g., same-day processing). However, if you need an order processed urgently, please email us immediately after placing your order. We will do our best to accommodate, but we cannot guarantee it.

Order Cut-Off Times

For same-business-day processing (Monday–Friday only), please place your order before 12:00 PM UK time. Orders after that time will be processed on the next business day.

Processing Delays

Occasionally, processing may take longer due to:

• High order volume (e.g., Black Friday, Christmas season).

• Stock issues (if an item is unexpectedly out of stock, we will contact you).

• Technical problems with our order management system.

• Force majeure events (see our Terms and Conditions).

If your order has not been processed within 3 business days, please email us. We will investigate and update you immediately.

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2. Shipping Destinations – Where We Deliver

We currently ship to the following locations:

United States (Primary Market)

• All 50 states – including Alaska and Hawaii.

• US territories – Puerto Rico, Guam, US Virgin Islands, American Samoa, Northern Mariana Islands. (Note: delivery times may be longer, and additional surcharges may apply – see checkout for exact cost.)

• No APO/FPO – We do not ship to military APO/FPO addresses at this time.

International Destinations

We ship to many countries worldwide. The current list includes:

• Canada

• United Kingdom (our home country)

• Australia

• New Zealand

• European Union (all member states, including Germany, France, Italy, Spain, Netherlands, Belgium, Sweden, Denmark, Finland, Ireland, Austria, Poland, etc.)

• Switzerland

• Norway

• Japan

• South Korea

• Singapore

• United Arab Emirates

Important: This list may change. At checkout, enter your shipping address. If your country is available, it will be accepted. If not, we currently do not ship to your country. We are continuously evaluating new markets. If you would like us to ship to your country, please email us – your request helps us prioritize.

Countries We Do NOT Ship To (Examples)

Due to shipping restrictions, carrier limitations, or high rates of lost packages, we do not currently ship to:

• Russia

• Belarus

• Ukraine (due to conflict – we hope to resume when safe)

• India

• Brazil

• South Africa

• Most countries in Africa, South America (except select), and Central Asia.

If your country is not listed at checkout, please do not attempt to place an order. We will cancel any orders placed with unsupported addresses.

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3. Shipping Methods, Carriers & Delivery Times

We work with multiple carriers to offer you the best balance of speed, cost, and reliability. The carrier used for your order depends on your location, package weight, and the shipping method you select at checkout.

For United States Customers

Notes:

• Delivery times are business days (Monday–Friday, excluding federal holidays in the US and carrier-specific holidays).

• Times are estimates, not guarantees. Carriers may experience delays due to weather, high volume, or other factors.

• For Alaska, Hawaii, and US territories, add 3–7 business days to the above estimates.

For International Customers

Important for international customers:

• Customs processing can add days or even weeks to delivery times. We have no control over customs.

• Some carriers may require a signature upon delivery (see Section 10).

Why Do We Use Multiple Carriers?

We do not have a single “preferred” carrier. At checkout, our shipping calculator compares rates from USPS, UPS, and FedEx (and international equivalents) to give you the most affordable option for your specific address and package weight. This saves you money. We reserve the right to choose the carrier within your selected shipping method tier.

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4. Shipping Costs – Transparent Pricing

Shipping costs are calculated dynamically at checkout based on:

• Total weight of your order (including packaging).

• Dimensions of the package (larger boxes cost more).

• Shipping destination (postal code, country).

• Selected shipping method (standard, expedited, etc.).

We do not hide shipping costs or add surprise fees. The shipping price you see at checkout is the price you pay. We do not charge handling fees above the carrier’s rates.

Example Shipping Costs (US Mainland, Standard Shipping)

These are examples only. Actual costs vary. Always check your cart for an exact quote.

Free Shipping

We do not offer free shipping as a standard policy. However, from time to time we run promotions such as “Free shipping on orders over $50” or “Free shipping for first-time customers.” These promotions will be clearly advertised on our website. If a free shipping promotion is active, it will automatically apply at checkout when you meet the conditions.

Shipping Discounts

We do not offer discounted shipping codes (e.g., “SHIP50” for 50% off shipping). Shipping costs are already minimized by our rate-shopping algorithm. Any discount codes we issue apply only to products, not to shipping.

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5. Order Tracking – Stay Informed

Once your order is shipped, you will receive a Shipping Confirmation email containing:

• Your order number.

• The carrier name (e.g., USPS, UPS, FedEx, DHL).

• A tracking number and a direct link to the carrier’s tracking page.

• The estimated delivery date (as provided by the carrier).

How to Track Your Package

1. Click the tracking link in the email. It will open the carrier’s website.

2. You will see real-time updates: “Label Created,” “Picked Up,” “In Transit,” “Out for Delivery,” “Delivered.”

3. Sign up for text or email alerts directly from the carrier (most carriers offer this for free).

What If the Tracking Link Doesn’t Work?

• Wait 24 hours. Sometimes tracking numbers take time to appear in the carrier’s system.

• Try copying the tracking number and pasting it directly into the carrier’s website (USPS.com, UPS.com, FedEx.com, etc.).

• If it still does not work after 48 hours, email us at marga.trading.amz@gmail.com. We will verify the tracking number with the carrier.

Tracking for International Orders

International tracking is often less detailed than domestic US tracking. You may see “Processed Through Facility” and then no updates for several days while the package is in transit or awaiting customs clearance. This is normal. If there is no update for more than 10 business days, please contact us.

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6. Shipping to PO Boxes, APO/FPO, and US Territories

PO Boxes (US Only)

We can ship to PO Boxes within the United States using USPS (United States Postal Service). UPS and FedEx do not deliver to PO Boxes. Therefore, if you provide a PO Box address, we will ship your order via USPS.

Important:

• Tracking may be limited once the package reaches your local post office.

• Delivery times may be slightly longer than to street addresses.

• We are not responsible for lost or stolen packages after USPS marks them as “Delivered” to a PO Box (the post office’s liability applies).

APO/FPO Military Addresses

We do not currently ship to APO (Army Post Office) or FPO (Fleet Post Office) addresses. This is because of complex customs handling, long delivery times, and higher rates of lost packages. We hope to offer this service in the future.

US Territories (Puerto Rico, Guam, US Virgin Islands, etc.)

Yes, we ship to US territories. However:

• Shipping costs are higher than to mainland US (calculated at checkout).

• Delivery times are longer: typically 7–12 business days after processing.

• Tracking may show “delivered” when the package reaches the territory’s central distribution center, not your local post office. Please allow an extra 2–3 days for final delivery.

We recommend using a street address (not a PO Box) for US territories when possible.

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7. International Shipping – Customs, Duties & Taxes

This section is very important for customers outside the United States.

How International Shipping Works

When you place an international order:

1. We pack and ship your order via the selected carrier (usually DHL, UPS, or USPS International).

2. The package travels to your country.

3. It enters customs clearance – your country’s customs agency inspects the package, assesses any import duties, taxes (VAT, GST, etc.), and may hold the package until fees are paid.

4. After clearance, the local postal or courier service delivers the package to you.

Who Pays Customs Fees, Duties & Taxes?

You do. As the importer of record, you are responsible for:

• Import duties – a percentage of the declared value (varies by country and product category).

• Value-Added Tax (VAT) or Goods and Services Tax (GST) – similar to sales tax, collected by your country.

• Brokerage fees – fees charged by the carrier for processing customs clearance (typically $10–$20 for DHL/UPS; USPS International usually has no brokerage fee but may have a handling fee).

We do not collect these fees at checkout. The carrier will contact you (by phone, email, or mail) to arrange payment before releasing the package.

How Much Will I Pay?

We cannot predict exact fees because every country has different rules. However, here are general guidelines:

• Canada: De minimis threshold is CAD $20 for duties, CAD $40 for taxes. Orders above these amounts may be charged GST/HST (5–15%) plus a handling fee ($10–$15 CAD). Low-value items under CAD $20 often enter duty-free.

• United Kingdom: For orders under £135, no customs duties but VAT (20%) is collected at checkout? Actually, for our UK-based company shipping to UK, we do not charge VAT because we are not VAT-registered. However, items over £135 may incur duties. For clarity, we recommend UK customers check gov.uk.

• European Union: De minimis varies (e.g., €22 in Germany, €0 in some countries). Most orders over €10–€22 incur VAT (15–27%) plus a handling fee.

• Australia: Goods under AUD $1,000 are generally GST-free. Above that, 10% GST plus duties.

• Japan: Under JPY 10,000, typically no duties or taxes.

Our advice: Contact your local customs office or use an online duty calculator (e.g., SimplyDuty) before ordering. If you refuse to pay customs fees and the package is returned to us, we will refund the product price minus original shipping costs and any return shipping fees charged by the carrier. We cannot refund customs fees paid by you.

How to Pay Customs Fees

The carrier will notify you via:

• SMS or email with a payment link (DHL, UPS, FedEx).

• A notice left at your address (local post office).

• A phone call from the carrier.

Pay online or at your local post office. Once paid, delivery proceeds.

Delays Due to Customs

Customs clearance can take from a few hours to several weeks, depending on the country, the volume of packages, and whether your package is randomly selected for inspection. We have no control over this. Please be patient. If your package has been in customs for more than 15 business days, contact us – we may be able to inquire with the carrier.

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8. Lost, Stolen, or Damaged Packages – What We Do

We want you to receive your order in perfect condition. However, once we hand your package to the carrier, certain risks are outside our control. Here is how we handle each scenario.

Lost Packages (Never Marked “Delivered”)

If your package is marked as lost by the carrier (e.g., no tracking updates for 15+ business days for US, 30+ for international), we will:

1. File a missing package claim with the carrier on your behalf.

2. If the carrier confirms the package is lost, we will refund your full order (product price + original shipping) or send a replacement – your choice.

3. Refunds are processed within 3–5 business days after carrier confirmation.

Note: We cannot refund lost packages until the carrier completes its investigation (usually 7–14 business days).

Stolen Packages (Marked “Delivered” but Not Received)

If your tracking shows “Delivered” but you cannot find the package:

1. Check with neighbors, family members, or building management.

2. Wait 24 hours – carriers sometimes mark packages as delivered early.

3. Contact the carrier to ask for GPS coordinates of the delivery scan (USPS, UPS, and FedEx all record this).

4. If the GPS shows delivery to your correct address, but the package is not there, you may need to file a police report for theft.

Our liability: Once a carrier marks a package as “Delivered” to the address you provided, we are not responsible for theft. However, as a courtesy, we may offer a one-time replacement or discount on a future order for loyal customers. Please email us to discuss. We strongly recommend having packages delivered to a secure location (e.g., work address, locker, or requiring signature – see Section 10).

Damaged Packages

If your package arrives visibly damaged (crushed box, torn packaging) or the product inside is damaged:

1. Do not throw away the box or packaging. Take clear photos of:

   • The outside of the box (showing the damage and shipping label).

   • The damaged product (multiple angles).

2. Contact us within 7 days of delivery at marga.trading.amz@gmail.com with your order number and photos.

3. We will either:

   • Send you a free replacement (no return needed in most cases), or

   • Issue a full refund (including original shipping).

See our Refund and Return Policy for more details.

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9. Incorrect or Incomplete Shipping Addresses

You are responsible for providing a complete, accurate, and deliverable shipping address at checkout.

What Happens If You Enter an Incorrect Address?

• If the carrier returns the package to us as “undeliverable” (wrong address, insufficient address, refused by recipient), we will contact you.

• You will have to pay for re-shipping to the correct address (the original shipping cost is not refunded).

• If you do not respond within 14 days, we may refund the product price minus original shipping and any return shipping fees.

How to Avoid Address Errors

• Double-check your address before clicking “Place Order.”

• Use autofill from your browser or address book with caution – it may insert old or incorrect information.

• Include apartment/suite numbers, building names, and any special delivery instructions (e.g., “ring buzzer 203”).

• For international orders, write the country name clearly in English.

I Made a Mistake – Can I Change the Address After Ordering?

If you realize you entered the wrong address immediately after placing your order, email us within 1 hour at marga.trading.amz@gmail.com and also call Phone: +84 0585824143. We may be able to update the address before the order is processed. After 1 hour, the order may already be packed or labeled, and we cannot guarantee changes.

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10. Delivery Attempts, Signature Requirements & Re-delivery

Signature Requirements

Most of our orders do not require a signature. The carrier will leave the package at your address (porch, mailbox, reception desk, etc.). However, for:

• High-value orders (over $100 – rare, given our product prices, but possible with bulk orders).

• Certain international shipments (DHL Express often requires a signature).

• Expedited or express shipping (some carriers automatically require signature).

If a signature is required, the carrier will attempt delivery. If no one is available, they will leave a notice. You can then:

• Schedule a re-delivery online.

• Pick up the package from the carrier’s local depot or a partner location (e.g., post office, UPS Access Point).

• Authorize electronic signature (if the carrier offers it).

Failed Delivery Attempts

If the carrier makes multiple failed delivery attempts (typically 3) and the package is returned to us, you will be responsible for re-shipping costs.

Special Delivery Instructions

At checkout, there is a field for “Order Notes” or “Delivery Instructions.” You can write things like:

• “Leave behind the side gate.”

• “Do not leave in rain – take to back porch.”

• “Apartment 4B – call when arrived.”

We will pass these instructions to the carrier, but we cannot guarantee they will be followed. Carriers are not always able to accommodate special requests.

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11. Split Shipments – When Your Order Arrives in Multiple Boxes

If you order multiple products, we may split them into multiple packages for efficiency or to comply with carrier size/weight limits. You will receive:

• A separate tracking number for each package.

• Separate delivery dates (packages may arrive on different days).

You will not be charged extra for split shipments. The shipping cost you paid covers all packages.

Why Would We Split an Order?

• Some items are stored in different warehouses.

• One box would be too large or heavy for the carrier’s standard rates.

• To get your order to you faster (we ship what is ready first).

If you receive only part of your order, check your Shipping Confirmation email – it will list all tracking numbers. If a tracking number shows “Delivered” but you did not receive that box, follow the lost package procedure in Section 8.

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12. Expedited Shipping – When You Need It Faster

Need your wicker basket by a specific date? We offer expedited shipping options at checkout.

How to Select Expedited Shipping

During checkout, under “Shipping Method,” choose:

• Standard (5–7 business days) – most economical.

• Expedited (2–3 business days) – faster, higher cost.

• Express (1–2 business days) – fastest, highest cost (available by request – email us).

Important Notes on Expedited Shipping

• Processing time still applies. Expedited shipping reduces the time the carrier takes, not our processing time. If you need a package urgently, you must order well before your deadline.

• No weekend delivery for most expedited options. UPS 2nd Day Air, for example, delivers on business days only. If you order on Thursday with 2-day expedited, you will receive it on Monday (not Saturday).

• We do not guarantee expedited delivery dates because carriers occasionally fail to meet their commitments. However, if the carrier misses the guaranteed delivery date (e.g., UPS Next Day Air guaranteed by 10:30 AM), we will help you file a claim for a shipping refund from the carrier.

How to Get the Fastest Possible Delivery

1. Place your order before 12:00 PM UK time on a business day.

2. Select “Expedited” or “Express” shipping.

3. Ensure your address is accurate and deliverable.

4. Provide a phone number so the carrier can contact you if needed.

For truly urgent orders (e.g., same-day or next-day delivery), please email us before ordering. We may be able to arrange a special courier at cost.

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13. Holiday & Peak Season Shipping

During major holidays (Black Friday, Christmas, New Year, Valentine’s Day, Mother’s Day, etc.), shipping carriers experience extremely high volumes. This can cause:

• Longer processing times (we may take 3–5 business days instead of 1–2).

• Longer delivery times (add 3–7 business days to estimates).

• Lost or delayed tracking updates.

Holiday Cut-Off Dates for Christmas Delivery (Example)

For delivery by December 24th within the US mainland:

• Standard shipping: Order by December 10th.

• Expedited shipping: Order by December 17th.

• Express shipping: Order by December 20th.

These dates are estimates and not guaranteed. We recommend ordering as early as possible.

What We Do During Peak Season

• We hire extra packing staff to reduce processing delays.

• We communicate proactively via email if we anticipate delays.

• We encourage customers to upgrade to expedited shipping for time-sensitive gifts.

Carrier Holidays (No Delivery)

The following US federal holidays may affect delivery:

• New Year’s Day

• Martin Luther King Jr. Day

• Presidents’ Day

• Memorial Day

• Independence Day (July 4th)

• Labor Day

• Thanksgiving Day

• Christmas Day

Carriers do not deliver on these days. Our processing may also be closed on UK bank holidays (see Section 1).

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14. Shipping Restrictions – What We Cannot Ship

Due to carrier regulations or safety concerns, we cannot ship certain items even if they are on our website. However, our products (wicker baskets, rattan, garden items) are generally shippable. The following restrictions apply:

• Hazardous materials: None of our products are hazardous.

• Oversized items: Some very large garden baskets may exceed carrier size limits. If that happens, we will contact you to discuss alternative shipping (e.g., freight) or cancel the order.

• Fragile items: We pack all items carefully, but carriers do not guarantee against breakage for “fragile” marked packages. We assume the risk and will replace damaged items (see Section 8).

• Live plants or soil: We do not sell live plants or soil.

• Prohibited international items: Some countries restrict imports of natural plant materials (rattan, wicker) due to agricultural regulations. We have not encountered this for the countries we ship to, but if your country rejects the package, you will be responsible for any fees.

If you have a specific concern about whether your country accepts rattan imports, please check with your local customs authority before ordering.

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15. Contact Us About Shipping

We are here to answer any shipping-related questions. Please reach out:

📧 marga.trading.amz@gmail.com – Best for detailed inquiries, tracking issues, address changes (if caught early), and damage reports.
📞 Phone: +84 0585824143 – For urgent shipping matters (e.g., “my package shows delivered but is missing” or “I entered the wrong address 5 minutes ago”). Please note UK business hours.

When emailing about shipping, please include:

• Your order number (e.g., #T2T12345).

• The full name and address used for the order.

• A clear description of the issue.

• Photos (for damage or incorrect items).

We aim to respond to all shipping inquiries within 24 hours (Monday–Friday). For time-sensitive issues, please call.

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Summary of Key Shipping Information

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Final Words

At T2T SIMPLE LTD, we treat your order as if it were our own. We pack each basket with care, choose the most cost-effective carrier, and provide transparent tracking so you are never left wondering. Our goal is to deliver not just a product, but a delightful experience – from click to unboxing.

Thank you for trusting us with your home and garden needs. We are honored to serve you.

Happy shopping and happy organizing!

The T2T SIMPLE LTD Team