Delivery Information

Here you will find all of the delivery information you should need before you place your order.

EMS - We use EMS for our deliveries and the time frame is determined by location. Our standard dispatch time for retail orders within 48hrs of the order being placed and wholesale orders will be determined by the size of the order. We will still aim to dispatch wholesale orders within 48hrs but this cannot be guaranteed with larger orders. 

If your package becomes lost, stolen or damaged in transit, we will not accept responsibility for this but we will contact the courier on your behalf to arrange an investigation or claim. If you suspect your order is lost or stolen, we must wait 48hrs after the last tracking update before we can start an investigation or claim as the parcel may be located within this time. We will not resend your order until the claim has been started to ensure it has not been found during the investigation. Please note that we do not take responsibility for any courier delays and any issues regarding this should be resolved with UPS directly. This means no postage refunds will be issued for delays.

Due to the nature of the products sold, please ensure that you are up to date on your local laws and regulations to prevent the confiscation of your order. Any orders confiscated by your local authorities will not be replaced or refunded. 

Order Fulfilment.

We aim to dispatch all orders within 48hrs of the order being placed but this may vary for wholesale orders. We accept all responsibility for the order until it has been dispatched and we will contact you to inform you of any issues we may come across. 

Delivery Of Goods.

All goods are to be delivered by EMS unless otherwise agreed upon. You must ensure all delivery information provided, such as the delivery address, is in full and correct. Any mistakes made may result in delays or extra charges that we do not accept responsibility for. Any charges we receive for incorrect information will be passed on to the customer. If your order is returned to us and the courier is not at fault, you will be asked to pay the delivery fee again before your order is re-dispatched. 

Please note that TC Designs cannot be held responsible for any delays caused by Acts of God, industrial action, vehicle breakdown, service providers miss sorting etc
If we are informed your order cannot be delivered we will contact you to provide an expected delivery date and allow you to cancel your order if you wish.

Missing orders MUST be reported within 48hrs of the estimated delivery time. Failing to do so will result in the inability to process a claim with the courier and you will be responsible for purchasing the replacement.

Damaged/Missing Parcels.

If items delivered are damaged in transit please contact us within 48hrs of delivery, photos for proof may be required, some items may be required to be returned to us at our cost.

If your parcel arrived open/damaged, you MUST NOT open your parcel or throw away your packaging until you have contacted us. This is to ensure we can provide any evidence requested by the courier.

Courier Investigations/Claims - A courier Investigation/claim will can only be submitted if your parcel is lost or damaged and is only started once the customer has contacted us regarding their issue. All lost/damaged parcels MUST be reported to us within 48hrs of (estimated) delivery so be sure to check your tracking regularly and report any issues as soon as they arise. If your parcel has been delayed and you have not received an update in 4 working days, you must contact us as your parcel has possibly been lost by the courier and must be checked. 

Once you have contacted us regarding an issue, we will contact our courier to raise the issue with them. If your parcel has been lost, the courier will start an investigation/parcel search before any claim can be started. This takes 6 working days to complete and if your parcel is found in this time, the courier will deliver it to you, the customer. This means that replacement parcels cannot be dispatched until the investigation/parcel search has changed to a claim. They will only change it to a claim if the parcel cannot be found within the given time period. 

Once the investigation/parcel search has been changed to a claim, we will be able to refund/resend your order as requested. However, if your parcel was missing, you will be contacted by our courier to confirm this to be correct. We simply ask that you reply to our courier in a good time frame to assist us with the claim.

If your parcel was damaged, you will not have to wait for an investigation/parcel search as the courier will simply start a claim using images of the damaged product as evidence. We may not ask you to return the damaged product.