物流政策
1. Shipping and Delivery
1.1 How long your order takes
Blank products reach you in about 10 business days. Decorated products, about 18.
|
| Production | Delivery | Door to door |
|---|---|---|---|
| Blank | 5 business days | 3 to 8 business days | 8 to 13 business days |
| Decorated | 10 to 15 business days | 3 to 8 business days | 13 to 23 business days |
For decorated orders, the production clock starts when you approve your proof. We send your proof within 48 hours of receiving your artwork, and two revisions are included. Approving promptly is the single biggest thing that keeps your order on schedule.
These are averages across our markets. Your checkout shows the delivery estimate for your address. Rush production is available at checkout if you have a hard event date. If the date is tight, talk to us before you order and we will tell you honestly whether we can hit it.
1.2 Where we ship
We ship to Singapore, Hong Kong, Malaysia, Thailand, Vietnam, the Philippines and Indonesia. For any other destination, email support@hyve.promo and we will quote it.
Indonesia: we cannot take orders above US$1,500 in goods value through standard delivery, because those need formal customs entry. Email us and we will arrange it separately.
1.3 Import duties and taxes are included
Every price at checkout is delivered duty paid. Import duties, VAT and GST for your destination are calculated into your order total, and you will not be asked to pay customs charges on delivery. Hyve is the importer of record and settles everything with customs on your behalf.
If a courier ever asks you for a customs payment on a Hyve order, do not pay it. Contact support@hyve.promo and we will sort it out with the carrier.
1.4 Shipping, carriers and tracking
Shipping is calculated at checkout from your destination, order weight and package volume, so you see the exact cost before you pay. Standard delivery across Asia is by SF Express from our production facility in Ningbo, China. Express UPS services are offered at checkout where available.
You will get an email at each stage, and your shipping email carries a tracking number. Large orders may arrive in more than one parcel, sometimes on different days.
1.5 Delivery addresses
Please check your address before paying, especially company name, recipient name and a contactable phone number, which couriers in this region rely on. Orders returned to us because the address was wrong or incomplete, or because nobody was available to receive them, may attract a re-delivery charge and cannot be refunded.
1.6 Delays outside our control
We cannot be responsible for delays caused by customs inspections, courier disruption, severe weather, public holidays in the origin or destination country, or other events beyond our reasonable control. If your order is delayed we will tell you as soon as we know.
2. Refunds and Returns
2.1 Made to order, so sales are final
Everything we ship is produced for your order, and decorated items carry your logo, so they cannot be resold or restocked. All sales are final once you approve your proof and production begins.
Proof approval is the point of no return. Before it, you can change or cancel at no charge. Email support@hyve.promo with your order number.
2.2 When we will put it right
We will replace, credit or refund your order if:
- The product has a manufacturing defect.
- You received the wrong product, colour or quantity.
- The decoration does not match the proof you approved, whether that is the wrong logo, position or method.
- The order was damaged in transit.
2.3 What is not covered
- Artwork errors on a proof you approved. The proof is your final check. A typo, an outdated logo, or a low-resolution file that prints soft is not a defect if it appeared on the proof you signed off.
- Minor colour variation. Imprint and product colours vary slightly between runs and cannot be matched exactly to an on-screen preview. Variation within normal commercial tolerance is not a defect.
- Change of mind, a cancelled event, or ordering the wrong quantity or specification.
- Courier delays on an order that shipped on time.
2.4 How to make a claim
Email support@hyve.promo within 30 days of delivery with:
- Your order or invoice number.
- What is wrong, and how many units are affected.
- Clear photos of the issue. For transit damage, include photos of the shipping carton and the courier label.
Keep the affected items and all packaging until the claim is resolved, because courier damage claims cannot be filed without them. We will reply within 2 business days. Please do not send anything back before we have authorized it in writing. Unauthorized returns cannot be accepted or refunded.
2.5 How we resolve it
Where a claim is approved we will agree one of these with you: replacement of the affected units, which is usually fastest and our default, a credit against a future order, or a refund. On a partial issue, say 40 bad units out of 500, the remedy covers the affected units and not the whole order.
Approved refunds return to your original payment method within 5 to 10 business days, and may take a few days more to appear on your statement depending on your bank. Where import duties and taxes were included, they are refunded with the goods.
Nothing in this policy limits rights you have under applicable consumer law that cannot be excluded by agreement.
3. Contact
Monday to Friday, 9:00am to 6:00pm SGT
HYVE PROMO PTE. LTD., 176 Orchard Road, #05-05, Singapore 238843