Shipping policy
1. Order Processing & Dispatch
Hong Kong Warehouse Dispatch: All orders are curated, quality-checked, and shipped directly from our primary Hong Kong warehouse.
- In-Stock Items: Processed and dispatched within 1–3 business days.
- Pre-Order / Made-to-Order Items: Specially produced or sourced items require 7–14 business days of processing time prior to dispatch.
*If your order contains both in-stock and pre-order items, the entire order will be dispatched together once all items are ready. Prompt email notifications will be sent in the event of unexpected supply chain or logistics delays.
2. Discreet & Confidential Packaging Guarantee
We respect your privacy. All sensory frame orders are shipped in 100% plain, unbranded exterior packaging (durable mailer bags or neutral boxes) with no visible brand logos, intimate apparel keywords, or product descriptions on the outer shipping label. Your purchase remains completely private from dispatch to delivery.
3. International Shipping Rates & Free Shipping Thresholds
We deliver worldwide using trusted international tracked courier networks. All shipping rates are calculated based on USD base rates (Standard: US$20.00 | Express: US$50.00 | Free Standard Shipping Over: US$100.00) and displayed below in local estimated currency equivalents. Free shipping thresholds are automatically applied at checkout:
| Region / Country | Standard Shipping | Express Shipping | Free Standard Shipping Over |
|---|---|---|---|
| United States | US$20.00 | US$50.00 | US$100.00+ |
| United Kingdom | £16.00 (~US$20) | £40.00 (~US$50) | £75.00+ (~US$100) |
| Europe (EU) | €18.00 (~US$20) | €45.00 (~US$50) | €90.00+ (~US$100) |
| Canada | CA$28.00 (~US$20) | CA$70.00 (~US$50) | CA$140.00+ (~US$100) |
| Australia & New Zealand | AU$30.00 (~US$20) | AU$75.00 (~US$50) | AU$150.00+ (~US$100) |
| Rest of World | US$20.00 | US$50.00 | US$100.00+ |
*Please note that final checkout totals and conversions are settled based on USD exchange rate equivalents.
4. Estimated Transit Times & Delivery Terms
Once your order has been dispatched from our warehouse, you will receive an automated tracking email containing your official tracking code and courier link.
- Standard Tracked Shipping: 7–14 business days after dispatch.
- Express Expedited Shipping: 3–7 business days after dispatch.
Customs Clearance & Logistics Disclaimer:
Estimated transit times are courier targets and do not include local customs inspection windows. Customs holds, security screening, or regulatory clearance procedures vary by destination and are strictly outside our control. sensory frame shall not be held liable for delivery delays caused by destination customs checks, local postal backlogs, severe weather, or carrier disruptions. Transit delays do not constitute grounds for order cancellations or refunds.
Address Restrictions & Tracking Responsibility:
- No P.O. Boxes or Military Addresses: Due to security and courier carrier restrictions, we strictly do not ship to P.O. Boxes, APO, FPO, or DPO addresses. Please provide a valid physical residential or commercial address at checkout.
- Active Tracking Requirement: Customers are required to actively monitor their shipment status using the tracking code provided. sensory frame is not responsible for failed delivery attempts, missed notices, or packages held at local facilities due to unmonitored tracking.
5. Customs Duties, Import Taxes & Refused Packages
All international orders are shipped on a Delivered Duty Unpaid (DDU) basis. Product prices and shipping fees charged on sensory.frame do not include local sales taxes, VAT, import duties, tariffs, or courier brokerage fees.
Customer Duties Obligations:
- Sole Customer Responsibility: Any import taxes, VAT, duties, or clearance fees levied by your destination country’s customs authority or local courier are the sole financial responsibility of the recipient.
- Refused or Unclaimed Packages (Strict Final Sale): If a package is returned to our warehouse due to unpaid customs duties/taxes, refusal to accept delivery, failure to provide customs identity documentation, or failure to collect the package from the postal carrier, NO REFUND OR STORE CREDIT WILL BE ISSUED (FINAL SALE). Abandoned or destroyed packages resulting from non-payment of duties will also receive zero refund.
6. Merchant Rights & Final Authority
sensory frame reserves the right to amend shipping terms, rates, and carrier routes at any time without prior notice. Official logistics tracking scans provided by our carrier partners shall serve as conclusive proof of dispatch and delivery. In the event of any disputes regarding transit status, delivery confirmation, customs clearance, or policy terms, sensory frame reserves the right of final decision.
For any questions regarding shipping or tracking, please contact our support team at info@sensoryframe.com.