Shipping Coverage & Fulfilment

This Shipping Policy applies to eligible purchases made directly through the Tinuse Light website and delivered within the United States or to an international destination that we serve.

Tinuse Light is registered and operated in Hong Kong. Our Hong Kong office manages business operations and customer support, while orders are prepared and dispatched through our designated fulfilment warehouse.

Carrier availability, product dimensions, local import rules or service restrictions may prevent delivery to certain addresses. If we cannot serve your destination, we will contact you before dispatch and provide an appropriate option, including cancellation and refund where necessary.

Shipping Costs

United States: Complimentary standard shipping is available on eligible website orders, with no minimum purchase requirement.

International destinations: Available methods and charges depend on the destination, product size and selected service. When a shipping charge can be calculated online, it will be shown during checkout. Where a quotation is required, our team will confirm the available method, estimated delivery time and cost before dispatch.

Expedited service, air freight, oversized delivery and certain remote-area services may involve an additional charge. No exceptional shipping charge will be added after purchase without being disclosed and accepted by the customer.

Order Preparation

Standard products normally require 3–5 business days, Monday through Friday excluding public holidays, for order review, quality checks, protective packing and dispatch preparation.

Customized, personalized, made-to-order or specially configured products may require additional production time. The product page, custom quotation or written order confirmation will state the applicable lead time and will take priority over this general estimate.

Processing begins after payment is authorized and we have the complete delivery information required to fulfil the order. We will only request a customer response where information is missing, a customization must be approved, or reasonable order verification is required.

Delivery Estimates

Most standard U.S. orders are expected to arrive approximately 3–4 weeks after order confirmation, including typical preparation and transit time. A product-specific lead time displayed before purchase or confirmed in writing will take priority where it differs.

International delivery times vary according to destination, carrier service, customs processing and the size or configuration of the product. An available estimate will be shown at checkout or confirmed by our team.

Delivery dates are estimates rather than guarantees. Weather, customs review, carrier disruption, peak periods, remote-area handling and events outside our reasonable control may affect arrival. If we become unable to ship within a time we have represented, we will notify you and provide the choice required by applicable law, which may include accepting a revised date or cancelling the unshipped order for a refund.

Customs, Duties & Taxes

Cross-border orders may be subject to import duties, taxes, customs charges, brokerage fees or other destination-country assessments.

Any applicable amount expressly shown and collected by Tinuse Light during checkout is included in the order total. Unless we confirm otherwise in writing, amounts not collected at checkout remain the responsibility of the recipient and may be requested by the carrier or local authority before delivery.

Tinuse Light does not control local assessments or customs processing times. The customer is responsible for providing accurate information or documentation reasonably required for import clearance. Please contact us before ordering if you need clarification for a particular destination.

Order Confirmation

After placing an order, you will receive an email containing the order number and purchase summary. This confirms that we have received the order; it is not a dispatch notice.

If the confirmation is not visible, please check your spam or promotions folder. You may contact us at info@tinuselight.com or +852 4657 1205 for assistance.

We may contact you to confirm incomplete delivery details, customization information or a payment concern. If we cannot safely or lawfully complete an order, we will explain the issue and cancel or refund the affected amount as appropriate.

Tracking & Split Parcels

Tracking information is sent by email when a parcel is dispatched. Carrier systems may require a short period before the first tracking event becomes visible.

Large lighting orders, products with separate components, or items prepared at different times may be shipped in more than one carton. Each parcel may have a separate tracking number and may arrive on a different day.

If you have received a dispatch notice but the tracking information remains unavailable, please contact our support team with your order number.

Large, Oversized & Remote-Area Delivery

Oversized chandeliers, long components and multi-carton orders may require a specialized carrier or a delivery appointment. Please provide a working telephone number and an accessible street address.

Standard delivery does not include installation, assembly, removal of existing fixtures, disposal of packaging, lifting equipment or inside placement unless such a service is expressly included in a written quotation.

Remote locations, islands, restricted-access buildings and addresses outside a carrier’s normal service area may require additional time or cost. Where an exceptional charge applies, we will disclose it and request approval before dispatch.

Delivery Address Changes

Please review the recipient name, street address, postal code, telephone number and access information before placing the order.

If a correction is required, contact us within 24 hours of ordering and before dispatch. We will make reasonable efforts to update the address, but a change is not confirmed until acknowledged in writing by Tinuse Light.

Once a parcel has entered the carrier network, rerouting may be unavailable, delayed or subject to a carrier fee. Any approved fee will be disclosed where reasonably possible.

Delivery Delays

We monitor available shipment information and will assist where an order appears delayed. Delays may occur because of weather, customs inspection, address questions, carrier congestion, seasonal demand, public holidays or other events outside our reasonable control.

If dispatch will be later than a shipping time we represented, we will notify you, provide an available revised estimate and offer the options required by applicable law. Nothing in this Policy limits a mandatory consumer right.

Missing or Lost Parcels

If tracking shows “delivered” but the parcel is not present, please first check the delivery location, building reception, household members and immediate neighbours, then contact the carrier and Tinuse Light promptly.

If tracking has stopped for an unusual period or the carrier confirms a loss, contact us with your order number and tracking details. We will open an investigation and provide an appropriate replacement, refund or other solution once the available evidence and carrier findings have been reviewed.

Please report a concern as soon as reasonably possible so that time-sensitive carrier enquiries can be submitted. This request does not limit rights that cannot lawfully be excluded.

Unsuccessful, Refused or Returned Delivery

The customer is responsible for providing an accurate deliverable address, responding to reasonable carrier contact and completing any required import or delivery arrangements.

If a shipment is returned because of an incorrect address, repeated unsuccessful delivery attempts, failure to provide required clearance information, non-payment of charges properly disclosed as the recipient’s responsibility, or refusal unrelated to confirmed transit damage, we will contact you after the parcel is received and inspected.

Where permitted by law, reasonable and documented return, storage or reshipment costs may be charged or deducted from a refund. No deduction will be made for a carrier or Tinuse Light error, and any proposed amount will be explained.

Order Cancellations

For standard products, contact us as soon as possible if you wish to cancel. If the order has not entered dispatch processing, we will make reasonable efforts to cancel it and issue a refund. Cancellation is confirmed only when acknowledged by Tinuse Light.

Customized, personalized or made-to-order products may only be cancelled before production or modification begins. Once production has started, they cannot normally be cancelled for change of mind.

Once an order has been dispatched, it must follow the applicable process in our Return & Refund Policy. Mandatory cancellation rights under applicable law remain unaffected.

Shipping Support