Shipping policy
At CHANMEL, we are committed to delivering your orders securely and efficiently across our global logistics network. Because our extensive catalog ranges from standard parcels to highly configurable, heavy industrial and home equipment, our shipping and fulfillment methods are strictly optimized based on regional inventory availability, product sizing variations, and custom specifications.
1. ORDER PROCESSING & HANDLING TIME
• In-Stock General Orders (Standard Sizes): Processed and prepared for shipment within 1-3 business days (Monday - Saturday, excluding statutory holidays).
• Factory-Direct & Custom-Size Orders: For specialized dimensional variations, bespoke fabrications, or made-to-order structural equipment, please allow an extended engineering and reinforced palletization window as specified on the individual product page.
• Order Cut-off Time: 2:00 PM PST (Pacific Standard Time / GMT-08:00). Orders placed after this time will begin processing the following business day.
2. GLOBAL SHIPPING DESTINATIONS & FEES
We provide professional domestic and international shipping services covering our primary global export markets.
• United States (Continental US): All structural units and premium heavy equipment orders qualify for Free Standard Shipping within our primary domestic delivery zones.
• International Direct (Canada, Australia, New Zealand, Europe, Asia, and the Middle East): To ensure factory-fresh quality and accommodate bespoke requests, orders bound for Canada, Australia, New Zealand, the majority of European nations, Asia, and the Middle East are dispatched via our international direct-to-door supply chain. Shipping rates are dynamically calculated and transparently displayed at checkout before payment.
• Remote & Oversized Freight Restrictions: Heavy or oversized LTL freight items cannot be delivered to Alaska, Hawaii, US/Overseas Territories, or APO/FPO/PO Box addresses due to carrier restrictions.
3. TOTAL ESTIMATED DELIVERY TIMELINES (BY INVENTORY TRACK)
To guarantee full transparency and line up with global carrier standards, our total delivery estimations (combining custom handling, fulfillment, and transit times) are structured based on product availability and dimensions:
• United States (Continental US Orders):
- Domestic Warehouse Track (Popular/Standard Sizes): 4 to 15 business days. This applies strictly to standard inventory dimensions pre-stocked within our US fulfillment centers.
- Factory-Direct Track (Special/Extended Sizes): 4 to 48 business days. Due to the vast array of available product dimensions, certain specialized sizes are built-to-order or dispatched directly from our primary manufacturing facilities. This conservative window ensures safe ocean-to-truck transit and local freight routing.
• International Destinations (Canada, Australia, New Zealand, Europe, Asia, Middle East):
- Factory-Direct Cross-Border Track (All Sizes): 4 to 48 business days. Because these items are dispatched directly from our manufacturing infrastructure to your international address, this window accounts for international transit, port handling, and mandatory local customs clearance.
4. SPECIAL FREIGHT ARRIVAL & DELIVERY PROTOCOLS (LTL)
For all heavy and oversized shipments that exceed standard parcel limits (including modular structural systems, ladders, and access hatches), delivery is handled via professional LTL (Less-Than-Truckload) Heavy Freight Carriers or dedicated international ocean-to-truck networks.
• Delivery Appointment Required: A valid, active direct phone number is 100% REQUIRED at checkout. The local freight carrier will contact you via phone prior to arrival to schedule a mandatory delivery date and time window.
• Curbside Delivery with Complimentary Liftgate: All residential freight deliveries include a complimentary Liftgate Service to safely lower the palletized equipment from the truck bed down to the ground. Please note that freight delivery is strictly curbside or driveway only. Truck drivers are not authorized, equipped, or insured to move heavy freight inside garages, residential interiors, backyards, or active commercial construction zones.
• Inspection & Damage Claims (Crucial): You are legally required to visually inspect the condition of the wooden pallet, wrapping, and outer packaging before signing the driver's Proof of Delivery (POD) form.
- If any visual punctures, tears, or structural damage to the packaging are found, you MUST write "DAMAGED UPON RECEIPT" on the driver’s receipt before signing.
- Take high-resolution photos of the packaging and product immediately.
- Contact our support team within 48 hours of delivery.
*Please Note: If the delivery receipt is signed cleanly without noting damages, the carrier releases all liability, and we will be legally unable to process a free insurance replacement for you.*
5. UNDELIVERABLE & REFUSED SHIPMENTS
• If a shipment is returned to our distribution center or manufacturing facilities due to buyer-related issues (e.g., providing an invalid contact number, failing to respond to the carrier's appointment calls, or being absent during the scheduled delivery window), the buyer will be held fully responsible for all actual two-way freight charges plus a 15% restocking fee.
• Unjustified refusal of a fully functional heavy equipment delivery at the curbside or customs checkpoint will result in the deduction of all actual outward and return freight costs from the final refund.
6. CONTACT INFORMATION
If you have any further questions regarding sizing availability, estimated ship dates for specific dimensions, or international customs handling, please contact our dedicated support team:
• Email: sam.cai@highsky-group.com