Política de envío
I. General Provisions of the Policy
- This logistics policy applies to all customers who place orders for products on [www.denspaydental.com] (hereinafter referred to as "this Site"). It aims to clarify relevant rules regarding product delivery, logistics tracking, return/exchange logistics, and protect the legitimate rights and interests of customers.
- All logistics service partners of this Site are legally qualified logistics companies. They will make every effort to ensure that products are delivered safely and on time. In case of any issues arising from the logistics process, this Site will actively assist customers in communicating and resolving problems with the logistics provider.
II. Delivery Scope and Timeframe
Delivery Scope
Currently, this Site supports delivery to [185] countries and regions, including the United States, the United Kingdom, Australia, Canada, Germany, France, Japan, South Korea, etc. International delivery must comply with the customs policies and laws of the destination country/region. The customs clearance process and related costs shall be borne by the customer (except for special commodities; for details, please contact customer service).
Delivery Timeframe
- Shipment will be dispatched within 2-7 working days after the order is placed.
- After shipment, delivery will take 7-20 working days. The timeframe may be extended due to factors such as the customs clearance efficiency of the destination country/region and holidays. For specific progress, please track via the logistics tracking number.
III. Delivery Fees
- International delivery fees are calculated based on the weight, volume of the product, and the destination country/region. The system will automatically generate the fee based on product information and delivery address when the order is placed, and the customer shall pay the fee together with the order amount.
- For general goods weighing less than 2kg:
- Free shipping is available for orders of $49 and above in some countries;
- Free shipping is available for orders of $79 and above in some countries;
- Free shipping is available for orders of $99 and above in some countries.
- If the logistics provider needs to arrange secondary delivery due to incorrect or incomplete delivery address provided by the customer, the resulting additional fees shall be borne by the customer.
IV. Packaging Standards
- This Site will select appropriate packaging materials (such as shock-absorbing foam, hard cartons, bubble wrap, etc.) based on the characteristics of the product to ensure that the product is not damaged during transportation.
- Fragile items (such as glass products, ceramic products, etc.) will be packaged with multi-layer shock-absorbing materials, and a "Fragile" warning label will be marked on the outer packaging. Liquid products will be sealed to prevent leakage.
- If the customer has special packaging requirements (such as gift wrapping), they may leave a note when placing the order or contact customer service. This Site will provide services based on actual conditions, and additional fees may be charged for some special packaging (for details, please contact customer service).
V. Logistics Tracking
- After the product is shipped, this Site will send the logistics tracking number and query link to the customer via SMS or in-site messages. Customers can check the logistics progress through the following channels:
- The "My Orders - Logistics Tracking" page on this Site (enter the order number or logistics tracking number);
- The official website or APP of the logistics provider (enter the logistics tracking number).
- If the logistics information is not updated for a long time (more than 20 working days for international shipments) or the customer cannot query the logistics information, they may contact this Site's customer service (Customer Service Hotline: [86-18695819055]; Customer Service Email: [admin@denspay.com]). This Site will assist in querying and feedback the results.
VI. Return/Exchange Logistics Rules
- Customers applying for returns or exchanges must comply with this Site's Return and Exchange Policy. After obtaining approval for the return/exchange application from this Site, customers shall handle logistics in accordance with the following requirements:
- Customers must return the product within 15 working days after approval. Before returning, they must confirm the international logistics requirements and return address with customer service in advance.
- The return shipping fee, customs clearance fee, and other related costs shall be borne by the customer. For quality-related issues, partial shipping fee reimbursement may be negotiated (specific details shall be subject to communication with customer service).
- When returning the product, the customer must ensure that the packaging is intact and all accessories and gifts are included. If the product is damaged or accessories are missing due to improper packaging, this Site reserves the right to refuse the return or exchange.
VII. Handling of Logistics Abnormalities
1. Delayed Delivery
If the product is not delivered within the agreed timeframe due to the logistics provider's fault, the customer may contact this Site's customer service. The customer service will assist in verifying the situation with the logistics provider and urge delivery. If necessary, a compensation plan (such as coupons, small cash compensation, etc.) may be negotiated.
2. Lost Products
If the logistics information shows that the product has been shipped but there is no update for a long time, or the product is confirmed lost, the customer must contact this Site's customer service in a timely manner. This Site will assist in applying for claim settlement from the logistics provider and provide the customer with options of resending the product or providing a full refund (this Site will bear the part of the loss that exceeds the claim amount from the logistics provider).
3. Damaged Products
If the customer finds that the packaging is damaged or the product is broken upon receipt, they must take photos (including the product, packaging, and logistics tracking number) immediately and contact this Site's customer service. The customer service will verify the situation. If the damage is confirmed to be caused by logistics transportation, this Site will arrange for resending, exchange, or refund (the customer does not need to bear the return shipping fee).
VIII. Disclaimer
- If logistics delays, interruptions, or product damage occur due to force majeure factors (such as natural disasters, wars, epidemics, policy adjustments, logistics hub shutdowns, etc.), this Site will make every effort to assist customers in communication and handling, but shall not be liable for relevant compensation.
- If the product cannot be delivered, is returned, or is damaged due to personal reasons of the customer (such as incorrect delivery address, invalid contact information, or failed delivery due to no one being available to sign), the relevant logistics fees and product losses shall be borne by the customer.
- In international logistics, if the product cannot be cleared through customs or is seized due to changes in customs policies, inspections, or bans of the destination country/region, this Site will assist the customer in providing relevant supporting documents, but shall not be liable for the resulting fees and losses. The customer may communicate with the customs directly or apply for return, and the return fee shall be borne by the customer.
IX. Supplementary Provisions
- This logistics policy will be updated in accordance with national logistics policies, adjustments to logistics partners' services, and the operational needs of this Site. The updated policy will be publicized in a prominent position on the homepage of this Site and shall take effect if there is no objection from customers within 7 days after publication. If customers have objections to the updated policy, they may cease purchasing on this Site.
- For matters not covered herein, customers may refer to this Site's User Service Agreement and Return and Exchange Policy, or contact customer service. The customer service will provide a reasonable solution based on actual circumstances.
- This logistics policy shall take effect from [September 1, 2025].
Denspay Dental Operation Team
September 1, 2025