Shipping policy

At DEHAE, we pride ourselves on crafting premium awards. Because our products range from standard custom items to fully bespoke manufacturing, our shipping process consists of two parts: Production Time and Transit Time.

1. Order Processing & Production Time Physical production only begins after you have formally approved the digital design proof.

  • Standard Custom Orders: For our regular catalog products requiring custom engraving, UV printing, or standard assembly, production typically takes 2 to 3 business days.

  • Fully Bespoke Orders: For completely custom-designed products (e.g., requiring new molds, unique material sourcing, or complex structural designs), the production timeline is highly variable. We will consult with you and agree upon a specific production schedule before finalizing your order.

  • Please note: During major international holidays (such as Chinese New Year), production times may be extended. We will notify you of any significant delays.

2. Shipping Methods & Transit Times We offer different shipping options to balance cost-efficiency and delivery speed:

  • Standard Tax-Inclusive Shipping (Default): For most standard, non-urgent orders, we utilize dedicated international shipping lines. This is a highly reliable and cost-effective method. Transit times vary depending on the destination country.

  • Expedited Commercial Express (For Urgent Orders): We understand that event deadlines are critical. If your timeframe is limited and insufficient for standard shipping, we will upgrade your shipment to premium commercial couriers like DHL, UPS, or FedEx. This significantly shortens transit time to ensure your awards arrive right on schedule.

3. Shipping Rates

  • Standard Shipping — Free Worldwide (Default): We offer free standard shipping on all orders, with import duties and taxes included (Delivered Duty Paid). There are no extra fees upon delivery.
  • Expedited Express (DHL / UPS / FedEx): If your event deadline requires faster delivery, expedited shipping is available at an additional cost, calculated at checkout based on weight, dimensions, and destination. Please note that customs duties and import taxes on expedited orders are the customer's responsibility (see Section 4).
  • Large-Volume B2B Freight: For bulk freight shipments, please contact our sales team directly for a custom quote.

4. Customs, Duties, and Import Taxes To provide a premium and hassle-free experience, our tax and duty policies vary based on the shipping method required for your timeframe:

  • Standard Tax-Inclusive Shipping (DDP): For non-urgent orders utilizing our standard shipping lines, we provide a tax-inclusive service (Delivered Duty Paid). This means DEHAE handles the customs clearance and covers the import taxes, ensuring a smooth delivery without unexpected fees.

  • Expedited Commercial Express (DHL / UPS / FedEx): If your order is highly time-sensitive and requires expedited shipping via commercial couriers, these packages are shipped Delivered-Duty-Unpaid (DDU). In this scenario, the customer (recipient) is strictly responsible for paying any customs duties, import taxes, or brokerage fees levied by the destination country. DEHAE has no control over these commercial express charges and cannot cover them. We legally declare the true commercial value of the products on all customs documentation.

5. Order Tracking Once your order leaves our manufacturing facility, you will receive a shipping confirmation email containing your tracking number. You can use this number to monitor your shipment's progress.

6. Shipping Addresses Please ensure you provide a complete and accurate shipping address at checkout. Important: If your order requires Expedited Shipping via DHL, UPS, or FedEx, you must provide a valid physical business or residential address, as these couriers do not deliver to P.O. Boxes.

7. Damaged in Transit We package our crystal, wood, and resin awards with extreme care. However, if your order arrives damaged, please retain all original packaging and contact us at sales@dehaeawards.com within 7 days of delivery with high-resolution photos of the damage, as outlined in our Refund Policy.

If you have any specific shipping inquiries or need an order expedited for a rapidly approaching event, please reach out to us at sales@dehaeawards.com