Shipping policy

Summary

1. Production and delivery times

Every piece is made to order by hand, so production normally takes 20–30 business days. This can run longer for larger or more complex pieces, and during periods of high workshop workload. If your order needs more time than estimated, we will tell you before the estimate passes.

Once your order leaves the workshop, delivery typically takes a further 5–7 business days. We send tracking details as soon as it ships.

These are estimates, not guarantees. Customs clearance, carrier backlogs, weather, and local delivery conditions are outside our control.

2. Carriers and destinations

We ship with UPS, FedEx, or DHL. The carrier for your order depends on the destination, package size, and delivery timeline.

Free international shipping is available to most regions, including the United States, Canada, and the European Union. 

3. Delivery address and receipt

You are responsible for the accuracy of the delivery address you provide at checkout. Please check it carefully, as we cannot change it once your order has been dispatched.

Where a delivery fails because of an incorrect or incomplete address, an unavailable recipient, or a refused delivery, any resulting return freight, storage, or reshipment costs are payable by you.

Please inspect your delivery on arrival. If the outer packaging shows any damage, note this with the driver before signing, and do not discard any packaging until you have read section 4.

4. If your order arrives damaged

Report the damage to hello@tailorwoodhaven.com within 5 days of delivery, with your order number.

Carriers set their own evidence requirements, and a claim missing any of the following is normally rejected without review. Please collect all seven items before contacting us — once the packaging has been broken down or discarded, the evidence cannot be recreated and no claim can be filed.

1. Six photographs of the outside of the box — one per side, showing any damage, what the box is made of, and whether it appears new or reused
2. One photograph of the cushioning inside — bubble wrap, foam peanuts, cardboard dividers, or similar, showing what was used and how much
3. One photograph of the seal or strapping — any banding, straps, or tape used to close the box, if present
4. Photographs of the damage itself, with a short written description of what has failed: cracked, warped, split, chipped, and so on
5. A photograph showing the position of the piece inside the box, before you removed it
6. Photographs of any unusual markings or labels on the outside — a customs inspection notice or a carrier repackaging label, for example
7. A photograph of the shipping label on the outside of the box, with the tracking number clearly readable

An unboxing video is the simplest way to cover most of this. Recorded continuously from the sealed box through to the fully revealed piece, a single video satisfies items 1 through 5 and is the strongest evidence available in any claim. We recommend one for every delivery.

Please keep all original packaging until the claim is closed. Carriers frequently ask to inspect it, and disposing of it early will end a claim.

How transit damage is resolved

Damage caused by the carrier is not a fault in our workmanship, and the piece has already been built and shipped at our cost. We therefore do not treat transit damage as an automatic refund. What we do instead:

• We file the claim with the carrier on your behalf, using the documentation above, and we manage the process for you.
• We keep you updated while the carrier investigates, which can take several weeks. The carrier may contact you directly for verification.
• Once the outcome is known, we agree a resolution with you. Depending on the extent of the damage and what the carrier accepts, this may be replacement parts, and repair support.

The form and value of the remedy is agreed case by case against the carrier outcome, and is not a guaranteed refund of the order value.

5. If your order is lost or stolen

If tracking shows your package as delivered but you have not received it:

1. Wait 2 hours. Carriers occasionally scan a package as delivered before it physically arrives.
2. Check around your property — porch, garage, side door — and with household members or neighbours.
3. Contact us with your order number, the tracking number, and anything relevant such as security footage or written confirmation that the package was not received.

We will file a claim with the carrier and keep you informed. As with transit damage, the resolution follows the carrier outcome and is agreed with you.

6. Customs, duties, and taxes

Your order may be subject to customs duties, import taxes, or clearance fees set by the country of delivery. These charges are not included in the item price or shipping cost and are payable by the recipient, who acts as importer of record.

Such fees are uncommon on most of our shipments, but we recommend checking your local customs rules if you would like an estimate in advance. We cannot calculate, prepay, or reimburse them, and we cannot undervalue a shipment or mark it as a gift on a customs declaration.

Where a shipment is abandoned or returned because import charges were not paid, any resulting return freight, storage, or reshipment costs are payable by you.

7. Circumstances outside our control

We are not liable for delays or non-performance caused by events beyond our reasonable control, including carrier disruption, customs or regulatory action, extreme weather, natural disaster, strike, civil unrest, war, epidemic, or failure of utilities or transport infrastructure. Where such an event occurs, we will keep you informed and agree a reasonable way forward with you.

8. General

Our total liability in connection with the shipment of an order does not exceed the amount you paid for that order. We are not liable for indirect or consequential loss, such as costs arising from a delayed installation or event.

This policy is governed by the laws of Hong Kong SAR and should be read together with our Return and Refund Policy and Terms of Service. Nothing in this policy limits or excludes any right you have under the mandatory consumer protection law of your own country of residence, and where such a right conflicts with a term above, that right prevails. If any provision of this policy is found unenforceable, the remainder continues to apply.

Contact

Email: hello@tailorwoodhaven.com
Phone: +1 (647) 608-1571

Tailor Wood Haven is operated by RND Company Limited, Flat A, 7/F, Wing Tai Centre, 12 Hing Yip Street, Kwun Tong, Kowloon, Hong Kong.

Last updated: August 04, 2026, 09:12 AM HKT