This Shipping Policy explains how orders placed through the FocusLatex website are produced, dispatched, transported and delivered. It forms part of the Terms of Service and should be read together with the Return, Refund and Cancellation Policy.
Business Information
FocusLatex is operated by JIUXIAN TRADING CO., LIMITED, a company incorporated in Hong Kong.
- Business address: Room D07, 8/F, Kai Tak Factory Building, Stage II, 99 King Fuk Street, San Po Kong, Hong Kong
- Manufacturing and initial fulfilment location: Nanjing, Jiangsu, People's Republic of China
- Customer support: support@focuslatex.com
The Hong Kong business address and the manufacturing location are not authorized return addresses. Customers must not send products to either address unless FocusLatex has provided prior written return authorization and the applicable return address.
Shipping Availability
FocusLatex offers worldwide shipping where legally and operationally available. Shipping may be unavailable or temporarily suspended for certain destinations because of applicable laws, trade restrictions, sanctions, armed conflict, customs requirements, carrier limitations or other circumstances beyond our reasonable control.
If we are unable to ship an accepted order to the customer's destination, we will contact the customer and, as appropriate, offer an available alternative shipping arrangement or cancellation and refund in accordance with applicable law.
Shipping Origin and Routing
Orders are manufactured and initially fulfilled from our production facility in Nanjing, Jiangsu, China. Depending on the destination, selected carrier and customs-clearance arrangements, parcels may be transferred through domestic or international logistics hubs before international dispatch or final delivery.
The location shown on the shipping label or the first tracking update may therefore differ from the manufacturing and initial fulfilment location. Use of a logistics hub does not change the identity of the seller or the product's actual manufacturing origin.
Order Types and Production Time
FocusLatex may offer:
- ready-to-ship products;
- standard-size made-to-order products;
- made-to-measure products; and
- fully customized designs.
Processing or production times vary according to the product, sizing option, design complexity and customization requirements. The applicable estimated timeframe will be displayed on the relevant product page or provided in a written quotation before the order is placed. Ready-to-ship processing times are also stated on the applicable product page.
For made-to-order, made-to-measure and fully customized products, the production period begins only after:
- full payment has been received and cleared;
- all required measurements have been provided and accepted; and
- all colours, materials, thicknesses, design details, accessories and other configurations have been confirmed.
Time spent waiting for measurements, design approval, missing information or customer confirmation is not included in the production period. Customer-requested changes after confirmation may result in additional charges and a revised production timeframe. Any material additional charge will be disclosed for approval before the change is implemented.
Production time does not include international transit, customs clearance or final-mile delivery. Delivery by a particular event date is not guaranteed unless FocusLatex expressly accepts that deadline in writing.
Shipping Fees and Free Standard Shipping
Standard shipping fees are determined according to the destination country or region and will be displayed during checkout or disclosed in the written quotation before payment.
Orders with a merchandise subtotal of USD 299 or more after discounts qualify for free standard shipping. The qualifying subtotal excludes shipping charges, optional shipping insurance, taxes, customs duties and other governmental charges.
Free shipping applies only to standard shipping services. Remote-area deliveries, specially routed shipments and destinations requiring additional carrier services may incur a surcharge. Oversized or unusually heavy parcels may require an individual shipping quotation. Any additional charge will be disclosed to the customer for approval before the order is confirmed or dispatched. If the customer does not accept the additional charge, an available standard arrangement will be used or the eligible order may be cancelled and refunded as applicable.
Free shipping does not include customs duties, import taxes or customs-clearance charges unless the checkout page or written order confirmation expressly states otherwise.
Carriers and Tracking
FocusLatex works with international commercial couriers, cross-border logistics providers and local last-mile carriers, including but not limited to DHL, UPS, FedEx and Yanwen. The carrier and route are selected according to the destination, parcel size, service availability, customs-clearance requirements and operational conditions.
Unless a specific carrier has been expressly confirmed in writing, customers cannot require shipment through a particular carrier. A parcel may be transferred to a different local carrier for final delivery.
All orders include basic shipment tracking. Tracking information will be provided after dispatch when it becomes available. Tracking events and estimated delivery dates are supplied by the carrier and may not update continuously while a parcel is moving between logistics hubs.
Estimated Transit Time
International transit generally takes approximately 10–20 business days after dispatch. This estimate does not include production time, weekends, public holidays, customs clearance, security inspections or delays caused by the carrier or local delivery provider.
Tracking information is the primary source for shipment updates after dispatch. Tracking dates are estimates and are not guaranteed delivery dates. Nothing in this section limits any delivery right that cannot lawfully be excluded.
Customs Duties, Import Taxes and Clearance
Depending on the destination and shipping method, an order may be shipped on either a duties-paid or duties-unpaid basis. The applicable arrangement will be stated on the product page, checkout page, written quotation or order confirmation. Duties and taxes are included only when expressly stated.
For duties-unpaid shipments, the recipient is responsible for applicable import duties, taxes, customs-clearance charges and information requested by customs authorities or the carrier. Customers must provide accurate information and respond promptly to reasonable clearance requests.
Failure to Complete Customs Clearance
Customers must pay properly disclosed import charges, provide required clearance information and accept delivery. If a customer refuses or fails to complete these obligations after reasonable notice, the shipment may be returned, held, abandoned or destroyed under the carrier's or customs authority's procedures.
If a shipment is returned and remains recoverable, reshipment will require advance payment of the actual return, storage, clearance and new shipping costs. If a made-to-order, made-to-measure or fully customized product is abandoned or destroyed and cannot be recovered, amounts paid for the non-recoverable goods may not be refundable to the extent permitted by applicable law.
This restriction does not apply where the failure was caused by an error attributable to FocusLatex, including incorrect customs documents, an incorrect product declaration or use of a shipping arrangement inconsistent with the order confirmation.
Shipping Addresses and Address Changes
Customers are responsible for providing a complete and accurate recipient name, delivery address, postal code, telephone number and any information required for customs clearance.
Address changes requested before dispatch will normally be processed without charge. After dispatch, FocusLatex may ask the carrier to amend or redirect the shipment but cannot guarantee that the request will be accepted. The customer is responsible for actual carrier fees arising from a post-dispatch address change requested by the customer.
Changing the destination country after an order has been placed may require a new shipping quotation, tax treatment or customs arrangement.
Failed Delivery Caused by the Customer
If delivery fails because of an incorrect or incomplete address, refusal to accept delivery, failure to respond to the carrier, failure to complete customs clearance or failure to collect the parcel within the carrier's holding period, the customer is responsible for the resulting actual return, storage, clearance and reshipping costs.
If the parcel is recoverable, it may be reshipped after the customer pays the applicable costs. If a made-to-order, made-to-measure or fully customized product is abandoned or destroyed under the carrier's or customs authority's procedures and cannot be recovered, the order may be non-refundable to the extent permitted by applicable law. This does not apply where the delivery failure was caused by an error attributable to FocusLatex.
Split Shipments
Products within the same order will normally be shipped together. If a customer wishes to receive completed products separately, or if FocusLatex proposes a split shipment, the additional shipping charge will be disclosed in advance.
The order will be divided only after the customer agrees and pays the additional shipping charge. If the customer does not agree, the products will be held until the entire order is ready for combined shipment.
Packaging
Packaging may vary depending on the destination, carrier and shipping route. Where reasonably practicable, FocusLatex uses discreet or neutral external packaging that does not prominently describe the contents.
The shipping label, customs declaration and other required documents may display the sender's legal or logistics information and an accurate description of the goods where required by law, customs authorities or the carrier.
Expedited Production and Shipping
Expedited production and expedited shipping are separate services. Expedited production affects workshop scheduling, while expedited shipping affects the transportation service selected after dispatch.
Expedited production is a best-efforts priority scheduling service and does not guarantee completion or delivery by a fixed date unless FocusLatex expressly agrees to a specific deadline in writing. Availability and pricing are assessed individually according to the product, design complexity and current production capacity.
If FocusLatex is unable, for reasons attributable to us, to provide the agreed priority production service, the expedited production fee will be refunded and the order will continue under a revised estimated production schedule communicated to the customer. Refund of the expedited fee does not automatically cancel the underlying product order, without prejudice to any cancellation right required by applicable law.
Production and Dispatch Delays
Production times shown on product pages or quotations are good-faith estimates based on information available when the order is placed. If FocusLatex reasonably expects that an order cannot be dispatched within the stated maximum production period, we will provide an updated estimated dispatch date when required by applicable law or when reasonably practicable.
A delay continuing for more than 45 business days beyond the stated maximum production period will be treated as a substantial delay for internal resolution purposes. This threshold does not postpone any earlier notice, cancellation or refund rights required by applicable law.
Where applicable law requires it, the customer will be given the choice to accept a revised dispatch date or cancel the affected unshipped order for the legally required refund.
Damaged Shipments
Customers should inspect the parcel and product promptly after delivery. Visible parcel damage or suspected transit damage should be reported to FocusLatex at support@focuslatex.com within 48 hours of delivery so that we can submit a timely claim to the carrier.
Customers should retain the original packaging, shipping label and damaged goods and provide clear photographs or other reasonably requested evidence. An unboxing video may be helpful but is not the sole acceptable form of evidence.
The 48-hour notification period is intended to facilitate carrier investigations and does not exclude any non-waivable statutory right.
Marked as Delivered but Not Received
If tracking shows that a parcel has been delivered but the customer cannot locate it, the customer should contact FocusLatex within 3 days of the recorded delivery date. The customer may also be asked to check with household members, neighbours, building management, the local carrier and the delivery location before a formal investigation is opened.
This notification period is intended to facilitate a timely investigation and does not exclude any non-waivable statutory right.
Lost Shipments and Carrier Investigations
If a parcel appears to be lost, FocusLatex will open an investigation with the relevant carrier. Customers must provide any information reasonably required for the investigation.
The investigation will follow the carrier's published procedure and may take up to 60 business days in complex international cases. FocusLatex will provide reasonable status updates during this period. If applicable law requires an earlier remedy, the legally required timeframe will apply.
If the carrier confirms that a parcel has been lost, or cannot provide sufficient proof of delivery:
- for ready-to-ship products, the customer may choose between a replacement and a refund; and
- for made-to-order, made-to-measure or fully customized products, FocusLatex will first offer to remake and reship the product without additional product or standard shipping charges. If replacement cannot be completed within a reasonable revised timeframe, a refund will be provided, subject to applicable law.
Any compensation paid by the carrier is handled separately between FocusLatex and the carrier and does not limit the customer's non-waivable statutory rights.
Force Majeure
FocusLatex is not responsible for delays caused by events reasonably beyond our control, including armed conflict, epidemics, natural disasters, customs shutdowns, government restrictions, carrier suspensions, strikes or major transportation disruption. We will provide reasonable updates and take commercially reasonable steps to reduce the effect of the disruption.
If a completed product cannot be dispatched because such disruption continues for more than 90 days, FocusLatex will store the completed product without storage charges until a reasonably available shipping service resumes. We may discuss an alternative shipping route with the customer. Any additional cost must be disclosed and accepted before the alternative service is used.
This storage arrangement does not exclude any cancellation, refund or other mandatory right available under applicable consumer law.
Governing Law and Dispute Resolution
These terms and any separate agreements under which FocusLatex provides products or services, and any related non-contractual dispute, are governed by and construed in accordance with the laws of Spain. Please first contact support@focuslatex.com so that we can attempt to resolve a dispute in good faith.
Subject to mandatory law, the courts of Spain have jurisdiction. This choice does not deprive consumers of mandatory protections, non-waivable rights to bring proceedings in their country of habitual residence, access to applicable alternative dispute resolution, or the right to complain to a competent regulator.
Contact Us
Questions about production, dispatch, tracking, customs clearance or delivery should be sent to:
FocusLatex / JIUXIAN TRADING CO., LIMITED
Room D07, 8/F, Kai Tak Factory Building, Stage II
99 King Fuk Street, San Po Kong
Hong Kong
Email: support@focuslatex.com
Please include the order number and the email address used to place the order. Do not send returns to this address without prior written authorization.