Shipping Policy

This policy covers shipment of goods sold on the Tanqory platform, both items shipped by partner merchants (“Merchants”) and hardware/devices sold directly by Tanqory (“Tanqory Direct”). It applies to domestic and international orders and related services such as parcel insurance or expedited delivery. It explains processing times, shipping rates, tracking, customs/sanctions, incorrect-address conditions, and reshipment fees. It also covers pre-shipment (picking/packing), post-shipment (tracking/claims), standard incoterms (DAP/DPU and DDP if offered), controlled/dangerous goods coverage, and required documentation (MSDS/licenses). It references key consumer laws (e.g., EU/UK delivery within 30 days or renewed consent; U.S. FTC Mail/Internet Order Rule) and price/fee transparency before checkout. It emphasizes personal-data protection under PDPA/GDPR/CCPA when passing data to carriers and provides rights to delete/restrict under the Privacy Policy. If this conflicts with an Order Form, merchant-specific terms, or legal appendix, the more specific/latest document prevails. Policy updates will be communicated via dashboard/email (durable medium) with history at legal.tanqory.com/shipping-policy/history.

1) Processing Time

Once a paid order is received, Tanqory Direct or the Merchant begins processing. Typical processing is 1–2 business days (Mon–Fri, excluding holidays). Steps include stock check, pick, pack, label, handoff to carrier, and issuance of a tracking number. Orders received after 14:00 (fulfillment hub time) start the next business day. Peak seasons/promotions may add 1–2 business days; if exceeded, an updated ETA is sent via email/dashboard. Pre-order/backorder items show ETA on the product page or confirmation email and may be longer; material ETA changes will trigger a new notice. If the address/contact info is incomplete or fraud risk is detected, processing pauses until verified, possibly delaying dispatch. Combining multiple orders into one parcel is possible if requested before processing begins; otherwise items may ship separately to meet time/weight/size limits. Order edits after payment (e.g., address or item change) may reset processing time and incur fees or affect ETA depending on the carrier. Processing is complete when a tracking number is issued and notified via email/dashboard, with timestamps for SLA reference. For controlled/licensable goods (e.g., encryption software, chemicals, lithium batteries), processing starts after required documents are received; if incomplete, shipment may be delayed or canceled with refund per applicable terms. Orders with special packing/insurance are prepared to policy standards to support claims and stated compensation limits. Customers can track processing status in the dashboard and contact support during business hours.

2) Order Tracking

Every order receives a tracking number/link upon carrier handoff. Tracking appears in the shipping confirmation email and “My Orders” dashboard for real-time status. First scan updates may take 24–48 hours after carrier receipt. If email is missing, check spam or request re-send via support. Some carriers support SMS/app alerts; customers may opt in via provided links. If tracking is stagnant more than 3 business days (domestic) or 7 business days (international), contact support for investigation. “Delivered” status is prima facie evidence; if not received, report within 48 hours with evidence (e.g., CCTV if available) to start an investigation.

Split shipments provide multiple tracking numbers, noted in email/dashboard. Address/recipient changes after dispatch may require contacting the carrier, may incur fees/delays, and some carriers do not allow redirection. Cross-border tracking may pause during customs with “Held/Customs Clearance” status until release. For EU/UK, late delivery beyond statutory limits entitles rejection or refund per applicable consumer law.

Dashboard shows timestamps for each status in the fulfillment-hub time zone and may show dynamic ETA based on carrier/weather/force majeure. Customers can download tracking logs as evidence for claims/disputes. If tracking is incorrect or stuck at “label created” >48 hours without carrier pickup, notify support to check label printing/handoff.

For expedited services, Tanqory will state the carrier SLA (e.g., Express 1–3 business days domestic) and “late” criteria. If actual delivery exceeds SLA without force majeure, customers may be eligible for shipping-credit per carrier terms. Notification preferences (email→SMS or add backup recipient) can be set in the shipping profile; disabling some alerts may cause missed critical updates and affect claim windows.

Tracking data is personal data (name, address, phone, email, tracking number) shared with carriers under the Privacy Policy and applicable PDPA/GDPR/CCPA/CPRA. Customers may request access/deletion/restriction via the Privacy Policy channels, but blocking processing may affect tracking or claims that require logs. Report abnormal tracking or suspected tampering to support@tanqory.com with screenshots/tracking number; the team will respond within the published support SLA (typically 1–2 business days; urgent within 24 hours).

3) Shipping Rates and Transit Time

Shipping is calculated by weight, volume, destination, method (standard/express), and add-ons (insurance/special packing). Automatic rate-shopping shows best rates before payment, with transparent fuel surcharge, remote-area, and known fees—no hidden fees. UI/Checkout must present shipping charges and any “estimated duties/taxes” (if calculated) before the confirmation button, with prominence at least equal to the order total, to satisfy EU/UK Price Indication and U.S. “total price” expectations (including CA SB 478 junk-fee transparency).

Domestic typical: standard 3–7 business days, express 1–3 business days (carrier/area dependent). International typical: standard 7–21 business days, express 3–7 business days; customs or special restrictions may extend. Transit times are estimates (ETA), not guarantees, and adjust for weather/volume/force majeure; timestamps appear on invoice/dashboard for reference. If ETA cannot be met due to force majeure, a revised ETA will be provided.

Free shipping applies when announced conditions are met (e.g., minimum spend, eligible zones); otherwise actual rates are shown before confirmation. Remote areas incur surcharges disclosed pre-payment; if not accepted, you may cancel. Upgrading method (standard→express) after payment requires paying the difference before dispatch. Mixed items may need separate boxes if exceeding carrier size/weight limits. Tanqory may switch carriers to maintain SLA or avoid delay without adding non-consented costs.

Complies with EU/UK Price Indication by showing shipping/known fees transparently pre-checkout. If customs/duties cannot be calculated, they are marked “estimated” and non-binding; this label must appear before confirmation. Cross-border default incoterm is DAP/DPU (customer pays destination tax/duties). If DDP is offered, it will be clearly indicated. Taxes/duties paid at destination under DAP/DPU are not refundable via Tanqory unless misbilled. Material shipping-rate increases or new embargoed destinations will be announced at least 30 days in advance unless urgent legal/safety issues apply.

4) International Orders and Customs

Under DAP/DPU, customers are responsible for customs duties, import taxes VAT/GST, and brokerage at destination. Under DDP, the merchant that elected DDP bears those charges. These are not included in the order total or shipping unless expressly stated. If duties/taxes are estimated at checkout, they must be labeled “estimated” and shown before confirmation; if not estimated, the UI must note that duties/taxes may be collected at destination. Accurate HS codes, item descriptions, country of origin and values must be provided. For goods sold by a merchant, the merchant supplies and warrants that customs data and bears any seizure or penalty arising from misdeclaration; for Tanqory Direct goods, Tanqory supplies it. Consequences of a misdeclaration attributable to information supplied by the customer remain with the customer. Customs clearance may require ID/importer details; failure to provide may delay or return the parcel. If customs returns/destroys due to non-compliance, actual costs may be charged and shipping is non-refundable unless misbilled. Restricted/sanctioned destinations or entities will be refused; if payment was taken, unused shipping will be refunded. Export-control/sanctions screening (country/entity/item) applies; shipments may be blocked or canceled if prohibited. If export/import licenses are required, provide them before dispatch; otherwise shipment may be delayed/canceled. Incoterms default to DAP/DPU unless expressly stated; DDP, if offered, will show estimated duties/taxes collected at checkout.

5) Restricted/Sanctioned Destinations

Shipments to countries/regions/persons under applicable sanctions (e.g., UN, U.S. OFAC, EU, UK, Singapore) or carrier embargoes are prohibited. Tanqory may cancel and refund unused shipping if an order is blocked. If false information is provided to circumvent controls, the customer/merchant bears all costs and liability. Carrier-level restrictions (aviation/HAZMAT) may also apply; if no compliant route exists, the order will be canceled or alternative offered with consent.

6) Incorrect Address, Reroute, and Reshipment

Provide accurate address/phone/email. If an address is incomplete/incorrect and the parcel is returned, reshipment fees and any return charges may apply. Some carriers do not allow reroute after dispatch; if allowed, fees/delays may occur. Refusal without a legally protected reason may result in return shipping/duty offsets before any eligible refund. For multi-tenant addresses, ensure recipient name/unit is correct to avoid misdelivery.

7) Loss, Damage, and Insurance

Inspect parcels upon receipt. Report loss/damage within 48 hours with evidence (shipping label, box, product photos). Claims follow carrier rules; compensation may be limited by weight or declared value unless additional insurance was purchased. Choosing not to buy insurance may cap recovery at carrier limits. For expedited services, eligible late-delivery credits follow carrier terms and do not exceed the shipping fee for that shipment. Force majeure is excluded. Fraudulent claims may result in suspension and recovery of investigation costs where permitted by law.

8) Delays and Force Majeure

Force majeure (natural disasters, war, strikes, sanctions, telecom outages, airspace restrictions) may delay delivery. Tanqory will update ETA and offer options (wait, substitute, split, or refund unused shipping) with consent. Orders with specific delivery SLA follow the contract and credits/compensation will not exceed the paid shipping or stated cap. If stock runs out unexpectedly, Tanqory may offer split shipment, substitute, or refund per customer choice. Payment disputes during delay may complicate investigation; contact support first.

ETA on web/email is predictive and may adjust with latest carrier data, with a timestamp showing last update. Maximum liability of Tanqory/Tanqory Direct for delay/force majeure is capped at the shipping fee paid, unless law mandates higher. Where strict consumer rules apply (e.g., EU/UK 30-day delivery), statutory cancellation/refund rights will be honored with clear steps; if delivery exceeds 30 days without renewed consent, consumers may cancel for a full refund. If routes are stopped or countries suspended due to sanctions/transport limits, Tanqory will refund unused shipping or offer an equivalent alternative with consent before proceeding. For express services, late-delivery credits follow the carrier SLA and are capped at the shipping fee for that shipment; see the Expedited delivery SLA standard below for claim workflow and timelines.

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Appendix A: Primary Carriers and Restricted Goods

Primary carriers (vary by region) include DHL, FedEx, UPS, Aramex, SF Express, local posts, and listed partners. Controlled/denied goods include explosives/flammables, lithium batteries (UN3480/UN3481) without compliant packaging, chemicals/corrosives, weapons/parts, encryption or dual-use items requiring licenses, sanctioned goods, or illegal items. Controlled goods require proper documents (e.g., MSDS, licenses, dangerous goods declarations) per IATA/ICAO/ADR/IMDG and carrier rules. Missing documents may lead to return/destruction and actual costs charged. Lithium batteries/electronics must comply with UN38.3 and may need separate boxes or special services. Misdeclared goods may be returned/destroyed with actual costs charged. Prepare: MSDS with correct UN/HS codes, export/import licenses (if applicable), commercial invoice/dangerous goods form matching items/values, certificates of origin or other destination-required certificates. Carrier lists/restrictions may change by region and will be updated in the dashboard or merchant guide.

Appendix B: Consumer Withdrawal Rights and Standard Form (B2C)

EU/UK B2C consumers may exercise withdrawal under Directive 2011/83/EU within 14 days, if eligible, using the EU model form at https://legal.tanqory.com/eu-model-withdrawal-form or the listed complaint channels. Regulator contacts: EU/UK via ODR platform or consumer agencies; US via FTC/state AG; SG via CASE; AU via ACCC/state; CA via provincial agencies; BR via Senacon/Procon; CH via Bundesamt für Konsumentenfragen. Complaints via Tanqory email will be answered within legal/SLA timelines and, if needed, guided to escalation channels.

Appendix C: Personal Data in Shipping and Tracking

Tanqory and carriers process personal data (name, address, phone, email, tracking number) to ship, notify status, and meet tax/customs duties, under the Privacy Policy and PDPA/GDPR/CCPA/CPRA. Tracking logs are retained as needed for service, fraud prevention, and legal requirements (generally up to 3–7 years unless law/disputes require longer); then deleted or anonymized. Customers may request access/deletion/restriction via the Privacy Policy channels; restricting processing may impair shipping, tracking, or claims that need logs. No unnecessary marketing cookies for minors or in jurisdictions prohibiting them; no orders on behalf of minors where parental consent is required.

Appendix D: Additional Regional Requirements

India: comply with DPDP for personal data, GST/e-invoice, and withholding (if applicable). Brazil: comply with CDC/LGPD, local e-invoicing/withholding. China: if serving Mainland, comply with PIPL, cross-border transfer rules, and export/controlled-goods laws. Other countries: Tanqory will comply with applicable consumer, tax, customs, and data laws in each jurisdiction, applying the strictest applicable rule case by case.

Supplementary: Example carrier insurance/special packing limits (e.g., DHL/FedEx weight-based or declared-value caps). For higher coverage, buy additional insurance and use compliant protective packaging. Claims rely on purchased limits and evidence of weight/value and airway bill. For controlled goods, prepare HS code matching the commercial invoice and ECCN (if any) for dual-use/encryption items to avoid holds and speed customs. If the destination requires certificates of origin or other proof, obtain and attach before shipment to avoid delay.

Additional data protection: Specify tracking-log/PII retention (generally 3–7 years unless law/disputes require longer). Blocking processing may prevent tracking or claims. For EU/UK, processing is based on contract/legitimate interests; conduct TIA for cross-border carriers considering SCC/IDTA or lawful mechanisms. Where GPC signals are used, honor opt-out for marketing cookies in tracking banners/privacy centers.

Price/fee transparency: Disclose parcel insurance/special packing charges before checkout and note that declining insurance may limit compensation per carrier terms. Material shipping-rate changes or new embargoed destinations will be announced at least 30 days in advance via dashboard/email (durable medium). If incoterms or customs-fee calculations change, update this policy and version history with pre-checkout examples.

Expedited delivery SLA standard: If a carrier states an express SLA (e.g., within X business days), delivery is “late” if beyond SLA + 1 business day without force majeure. Customers may claim partial shipping credits (capped at that shipment’s fee) via the Help Center form within stated timeframes. Determinations rely on primary-carrier logs and the Status Page; progress updates at least every 3 business days until resolution.

9) Contact and Support

Shipping/tracking inquiries: support@tanqory.com with order and tracking numbers (if any).
Disputes on freight/incorrect delivery: legal@tanqory.com for contract/legal matters.
Help Center: https://help.tanqory.com for tracking guides, returns, and FAQs.
Enterprise accounts: use Runbook/Order Form channels and agreed escalation matrix.
Report lost/damaged parcel: attach label, box, and product photos within 48 hours of receipt.
Change method/address before dispatch: contact within 1 hour of order for highest success.
Important communications use durable medium (email/dashboard) and are retained as notice evidence.
Live chat (if available) in-dashboard for urgent status during business hours; general replies 1–2 business days, urgent aimed within 24 hours.
Feedback on shipping service: send to support@tanqory.com; reviewed quarterly.

10) Consumer Rights and Regional Complaint Channels

Non-waivable consumer rights apply. Customers may complain/appeal via legal channels: EU/UK via consumer agencies or EU ODR platform; U.S. via state consumer agency/AG or FTC; Singapore via CASE; Australia via ACCC; Canada via provincial agencies; Japan/Korea per applicable consumer and PDPA/APPI/PIPA laws. For EU/UK, if delivery exceeds 30 days without renewed consent, consumers may cancel and receive a full refund under law. Quebec/some U.S. states may have cooling-off or added terms; Tanqory will honor the strictest applicable local law. Submit requests/complaints via the listed emails or regulator channels; Tanqory will respond within legal/SLA timelines.

11) Version Transparency and Policy Changes

Tanqory will announce shipping-policy updates via email/dashboard (durable medium) and keep version history at https://legal.tanqory.com/shipping-policy/history for at least 3 years. Material changes adding burden (e.g., shipping-rate increases or new embargoed destinations) will be announced at least 30 days in advance unless urgent legal/safety issues apply. If you disagree, stop using the service before the effective date. The latest version on the legal site is binding and will state effective/notice dates.

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Document Version 2.1
Notice/Last Updated December 10, 2025
Status Active
Source legal.tanqory.com/shipping-policy