Shipping policy

This B2B Shipping Policy applies to orders placed by businesses, wholesalers, distributors, retailers and commercial customers with Prosmart.

All shipping arrangements, delivery schedules, shipping costs and responsibilities are subject to the applicable quotation, purchase order, sales agreement and agreed Incoterms® 2020 rules. Incoterms® define the allocation of delivery responsibilities, costs and transport risks between the buyer and seller.ICC Incoterms® 2020

Order Processing and Production Time

Production and shipping times depend on the product type, order quantity, customization requirements and material availability.

Estimated timelines will be confirmed in the quotation or order confirmation. In general:

  • Sample orders may require additional time for development and preparation.
  • OEM and ODM orders may require additional time for design approval, material sourcing, sample confirmation and production.
  • Bulk orders will be shipped according to the production schedule agreed by both parties.
  • Production will normally begin after confirmation of product specifications and receipt of the agreed payment or deposit.

The estimated production time does not include transportation, customs clearance or delivery time.

Shipping Methods

Depending on the order quantity, destination and delivery requirements, Prosmart may arrange shipping by:

  • Express courier
  • Air freight
  • Sea freight
  • Rail freight
  • Other transportation methods agreed with the customer

The most suitable shipping method will be recommended according to the order quantity, delivery deadline, product characteristics and destination.

Shipping Terms

The applicable shipping term will be confirmed in the quotation or sales contract.

Available arrangements may include:

  • EXW: The buyer collects the goods from the agreed Prosmart facility and is responsible for transportation, export and import procedures, duties and related costs.
  • FCA: Prosmart delivers the goods to the agreed carrier or location, with responsibilities allocated according to the agreed FCA term.
  • FOB: Used for applicable sea freight orders, with responsibilities and risk allocated according to the agreed FOB named port.
  • CIF/CFR: Prosmart arranges transportation to the agreed destination port, while the buyer remains responsible for import customs clearance, duties and local delivery unless otherwise agreed.
  • DAP: Prosmart arranges delivery to the agreed destination, while the buyer is generally responsible for import customs clearance, duties and taxes.
  • DDP: Prosmart arranges delivery and import clearance where this service is available and legally permitted. Any restrictions or additional charges will be confirmed before shipment.

The exact named place, port, destination and applicable Incoterm must be stated in the quotation or sales contract.

Shipping Costs

Shipping costs depend on:

  • Order quantity and total weight
  • Package dimensions and volume
  • Shipping method
  • Destination country and delivery address
  • Customs requirements
  • Insurance requirements
  • Remote-area or special-handling charges

The shipping cost will be calculated and confirmed before the order is finalized.

Unless otherwise agreed in writing, customs duties, import taxes, customs clearance charges, storage fees and destination charges are the buyer’s responsibility.

Customs and Import Responsibilities

The customer is responsible for providing accurate consignee, company and import information.

The customer may be required to provide:

  • Business registration or tax information
  • Import licences or permits
  • Customs documents
  • Product classification information
  • Any other documents requested by local customs authorities

Prosmart will provide commercially reasonable shipping and export documents agreed for the order. However, customs clearance requirements vary by country, and Prosmart cannot guarantee that customs authorities will approve or release a shipment within a specific timeframe.

Delays, storage fees, inspection fees, customs penalties or additional charges caused by incomplete or inaccurate information may be charged to the customer.

Delivery Address

The customer must provide a complete and accurate delivery address before shipment, including:

  • Company name
  • Contact person
  • Telephone number
  • Email address
  • Street address
  • City and postal code
  • Country
  • Tax or customs identification details, where required

Any address change requested after shipment may result in additional charges or delivery delays.

Partial Shipments

For large or customized orders, Prosmart may arrange partial shipments if agreed with the customer or if products are completed at different times.

Any additional shipping costs or related arrangements will be confirmed with the customer before dispatch whenever possible.

Shipment Tracking

Once the goods have been shipped, Prosmart will provide the available shipping documents or tracking information.

Tracking updates may not be available immediately after dispatch. International shipments may also show limited tracking information during customs clearance or transfer between carriers.

Delays

Delivery dates are estimates unless a guaranteed delivery date has been expressly agreed in writing.

Shipping delays may be caused by:

  • Customs inspection or clearance
  • Weather conditions
  • Port congestion
  • Carrier delays
  • Strikes or labour disruptions
  • Public holidays
  • Incorrect or incomplete shipping information
  • Import restrictions
  • Events beyond Prosmart’s reasonable control

Prosmart will make reasonable efforts to assist with tracking and communication but is not responsible for delays caused by the carrier, customs authorities or events beyond our reasonable control.

Damaged or Missing Shipments

The customer should inspect the shipment immediately upon delivery.

If the package is visibly damaged, the customer should:

  1. Take photos of the package before opening it.
  2. Ask the carrier to record the damage, if possible.
  3. Take photos or videos of the products and packaging after opening.
  4. Contact Prosmart as soon as possible at prosmart_rocky@126.com.

For missing items, incorrect quantities or damaged goods, please provide the order number, packing information, product model, quantity and relevant photos or videos.

Claims should be submitted within 7 days of delivery, unless a different period is agreed in the purchase contract.

Shipping Insurance

Shipping insurance will be arranged only when included in the quotation or agreed in writing.

Where insurance is not included, responsibility for loss or damage will be determined according to the agreed Incoterms® 2020 rule and the applicable sales contract.

Delivery Refusal or Failed Delivery

If a shipment is refused, returned, abandoned or delayed because of:

  • Incorrect delivery information
  • Failure to pay import duties or taxes
  • Failure to complete customs clearance
  • Failure to provide required documents
  • Unavailability of the consignee
  • Unauthorised refusal of delivery

The customer may be responsible for return shipping, storage, customs, handling and redelivery costs.

Contact Us

For shipping quotations, delivery arrangements or logistics enquiries, please contact:

Email: prosmart_rocky@126.com

All shipping arrangements are subject to the final quotation, order confirmation and written agreement between Prosmart and the customer. In the event of a conflict, the signed sales contract or agreed quotation will take precedence over this general shipping policy.