物流政策
At QuenTin, we understand that every memorial diamond carries irreplaceable meaning. From the source material you send to us to the finished piece returning to you, every shipment is handled with care, discretion, and respect.
This Shipping Policy explains how QuenTin arranges delivery of finished products, how our limited-time free shipping and duty-paid offer works, how inbound source material shipments are handled, and what happens if a shipment is delayed, damaged, lost, or returned. Please read this Policy before placing an order. If you have a special delivery address, timing requirement, or customs concern, please speak with your QuenTin consultant before confirming your order.
## 1. Scope of This Policy
This Policy applies to the delivery of finished QuenTin memorial diamond products, including loose diamonds, finished jewelry, certificates, packaging, and order-related items.
Shipments of source material, such as ashes, hair, baby hair, or other agreed material sent by you to QuenTin, are considered inbound shipments and are addressed in Section 5.
## 2. Limited-Time Offer: Free Shipping, Freight, Duties, and Taxes on Finished Products
During this limited-time offer, eligible orders include the main international delivery cost and destination import charges for the finished product shipped from QuenTin to your confirmed delivery address. In normal delivery and customs clearance circumstances, you should not need to pay additional finished-product shipping fees, import duties, import VAT/GST/sales tax, or standard customs clearance charges at delivery.
### 1. Free delivery of finished products
For eligible orders during the offer period, QuenTin will cover the main international delivery cost for the finished memorial diamond product, whether shipped as a loose diamond or finished jewelry.
### 2. Delivered Duty Paid (DDP)
Where Delivered Duty Paid (DDP) service is available for your destination, QuenTin will arrange the shipment so that applicable import duties, import VAT/GST/sales tax, and standard customs clearance charges for the finished product are handled and paid in advance by QuenTin.
If a carrier or customs broker appears to charge you again for import duties or taxes that should already have been covered by QuenTin, please contact your consultant before making payment where possible. We will help review the charge and communicate with the carrier.
### 3. Limitations and exclusions
The free shipping, freight, duties, and taxes offer applies only to eligible orders placed during the offer period and subject to delivery availability. The following are generally not included:
- additional costs caused by an incorrect or incomplete delivery address, unreachable recipient, refusal of delivery, missed signature, failed delivery attempt, storage after the carrier's holding period, address correction, return, or re-delivery;
- delays, storage, return, or extra fees caused by the recipient's failure to provide documents or information required by customs, carriers, or local authorities;
- local charges that are not standard import duties or taxes, such as remote area surcharges, special delivery fees, expedited redirection fees requested by the recipient, or non-standard delivery services;
- destinations not covered by the offer, destinations where DDP service is not available, or orders affected by local law, sanctions, import restrictions, carrier rule changes, or other conditions that prevent DDP delivery;
- inbound shipping costs and arrangements for source material sent by the customer to QuenTin.
QuenTin reserves the right to adjust, suspend, or end this limited-time offer to the extent permitted by law. Orders successfully placed before the offer ends and meeting the applicable conditions will generally follow the offer terms shown on the website, order page, or written confirmation at the time of purchase. The final offer period, covered destinations, and eligibility conditions are subject to the website notice, order page, or written confirmation from your consultant.
## 3. Delivery Method for Finished Products
QuenTin will select an appropriate trackable international courier or logistics provider based on order value, destination, customs requirements, carrier service availability, and security. Carriers may include FedEx, UPS, DHL, SF Express, or another suitable service provider.
Finished-product shipments will usually include:
- **Tracking**: after dispatch, we will provide a tracking number or tracking method so you can follow the shipment;
- **Signature or secure delivery**: because memorial diamonds are high-value items with special personal meaning, shipments will usually require signature or another secure delivery method;
- **Discreet packaging**: to protect privacy and security, outer packaging is generally discreet and does not display obvious branding or high-value item markings;
- **Compliant declaration**: waybills, invoices, and customs documents will be completed truthfully and in accordance with carrier, customs, and legal requirements;
- **Appropriate insurance or transport protection**: QuenTin will arrange suitable transport protection or insurance according to order value, carrier rules, and destination.
Please make sure the recipient name, delivery address, phone number, email address, and any customs information are accurate. If delivery details change, please contact QuenTin as soon as possible. Once a package has been dispatched, address changes, interception, or re-delivery will depend on carrier rules and customs status.
## 4. Delivery Coverage
QuenTin can arrange international delivery to many countries and regions. Actual delivery availability depends on destination laws, customs requirements, carrier service coverage, restrictions on valuable items, and the contents of the order.
Some countries or regions may have special requirements for diamonds, jewelry, valuable goods, certificates, insured value, import declaration, or customs documentation. For destinations with special requirements, we will confirm the available delivery arrangement with you before dispatch.
If your delivery address is in a remote area, island location, military address, P.O. box, hotel, forwarding warehouse, or another special address type, please tell us before placing your order. We will do our best to help, but we may need to request an alternative address, choose a different carrier, or arrange another compliant delivery method.
## 5. Sending Source Material to QuenTin
QuenTin arranges delivery of the finished product under this Policy. The shipment of ashes, hair, baby hair, or other agreed source material from you to QuenTin is arranged by you, and you are free to choose the shipping, courier, or handover method that you consider appropriate.
To reduce risk, we recommend that you:
- choose a reputable delivery method with tracking and a clear delivery record;
- avoid ordinary untracked mail;
- follow QuenTin's source material collection and shipping guidance for sealing, packaging, and labelling;
- provide your consultant with the tracking number, delivery record, or estimated arrival time after dispatch;
- consider carrier insurance or a more secure delivery method for source material that is unique and cannot be replaced.
QuenTin may provide guidance on collection, packaging, information to include, and recipient details before you send the material, but you remain free to choose the delivery method. Before the source material arrives at QuenTin and is recorded as received, delays, loss, damage, or carrier disputes during transit are generally handled between the sender and the carrier under the relevant service terms, insurance arrangements, and applicable law. We will provide reasonable assistance in confirming recipient details, checking arrival status, or supporting communication where we can.
Once the source material arrives at QuenTin, we will record its receipt and confirm the next order steps with you.
## 6. Delivery Time
Delivery times for finished products vary depending on destination country or region, carrier, customs processing, holidays, weather, regulatory inspection, and events beyond our control. After dispatch, we will provide estimated delivery information, but the estimate is not a guaranteed delivery date.
Orders involving special customisation, certificates, setting, insurance, customs documentation, or special destinations may require additional handling time.
## 7. Lost, Damaged, or Delayed Packages
If a finished product is visibly damaged in transit, appears to be lost, shows an unusual delivery status, or has no tracking update for an extended period, please contact your QuenTin consultant as soon as possible.
If the outer packaging is visibly damaged, wet, opened, or otherwise unusual at delivery, please take photographs or video where possible and contact us within **7 calendar days** of receipt. Please keep the outer box, packaging materials, shipping label, photographs, and videos. We will assist in communicating with the carrier, insurer, or customs service provider and will handle the matter appropriately based on the order circumstances.
Delays caused by customs inspection, carrier operations, weather, flight changes, holidays, strikes, regulatory restrictions, war, public health events, natural disasters, or other events beyond QuenTin's reasonable control are not considered a breach by QuenTin. We will continue to assist with follow-up where reasonably possible.
## 8. Failed Delivery, Refusal, and Return
If a package cannot be delivered, is returned, or incurs additional charges because the recipient information is incorrect or incomplete, the recipient cannot be contacted, delivery is refused, signature is missed, customs information is not provided, or the carrier's holding period expires, QuenTin will help communicate with the carrier regarding next steps.
Additional costs for re-delivery, address correction, return, storage, re-clearance, re-shipment, or other handling may be borne by the customer, unless applicable law requires otherwise or the issue was caused by QuenTin.
## 9. Address and Signature Reminders
To help ensure secure delivery of your finished piece, please confirm the following before order confirmation or dispatch:
- the recipient name matches local delivery or customs requirements;
- the address, postal code, phone number, and email address are complete and accurate;
- the delivery address can receive packages requiring signature;
- any identity document number, tax number, importer information, or customs documents required by the destination are provided promptly;
- the address is suitable for receiving a high-value item securely.
If you need to change the delivery address, please contact QuenTin as early as possible before dispatch. After dispatch, address changes are subject to carrier rules, customs status, and local law.
## 10. Relationship With Other Policies
This Policy covers shipping and delivery matters only. Order cancellation, refunds, returns, product quality issues, return or handling of source material, and personal information processing are governed by QuenTin's Return & Refund Policy, Privacy Policy, and other applicable terms.
If any part of this Policy conflicts with mandatory requirements of applicable law, the mandatory legal requirements will prevail.
## 11. Contact Us
If you have any questions about shipping, DDP duties and taxes, special addresses, source material delivery, customs documents, or shipment issues, please contact your QuenTin consultant:
> **QuenTin Customer Service**
> Contact: [Email / WhatsApp / Customer Service Portal]
We will do our best to arrange a delivery process that is clear, compliant, trackable, and reassuring for every entrusted piece.
