Shipping & Delivery

Order Processing & Lead Times

Sample Orders:​ Sample orders are typically processed and shipped within 1-3 business days​ after confirmation. They are shipped via international express carriers (e.g., DHL, FedEx)​ for speed and tracking visibility. Typical transit times for express shipping are 3-7 business days internationally, though this may vary by destination.


Production Orders:​ For custom-made or large-volume sourcing projects, a detailed production timeline and shipping schedule will be confirmed in your proforma invoice prior to order confirmation.

You will receive regular production updates at key milestones to ensure full visibility into your order's progress.

Sample Order Policy

Sample fees are deductible​ from your first bulk order. Please note that tooling costs (e.g., for molds or custom fixtures) are handled on a case-by-case basis:

  • Non-refundable Costs:​ Standard tooling for processes like logo printing or color application is non-refundable.
  • Custom Project Tooling:​ For significant tooling investments related to product appearance or functional changes, detailed terms including cost sharing and ownership will be clarified prior to order confirmation.

For a complete understanding of our partnership terms, including detailed tooling policies, please visit our Become a Partnerpage.

Shipping Options & Responsibilities

(A Critical Clarification)

We offer flexible shipping solutions tailored to your needs. The chosen Incoterm (International Commercial Term) will be clearly stated on your quotation, defining the responsibilities for shipping, insurance, and import costs.

Common Options Explained:

  • EXW (Ex-Works):​ You are responsible for arranging and paying for all shipping, insurance, and import procedures from our factory. This often offers the lowest initial product cost.
  • FOB (Free on Board):​ We are responsible for delivering the goods to the port of shipment and loading them onto the vessel. You are responsible for the main ocean/air freight, insurance, and import costs.
  • CIF/DAP (Cost, Insurance & Freight / Delivered at Place):​ We arrange and pay for the main carriage and insurance to a named destination port/airport. You are responsible for import clearance and taxes.
  • DDP (Delivered Duty Paid):​ We handle all aspects of shipping, including paying the import duties and taxes to deliver the goods to your doorstep. This offers maximum convenience.

We will communicate and agree upon the most suitable Incoterm for your situation before shipment.

International Shipping & Customs
  • Your country may charge import duties, taxes, and customs fees. These charges are the responsibility of the buyer, unless a DDP agreement is made.
  • Estimated delivery dates are not guaranteed and can be affected by factors beyond our control, such as customs clearance, weather, or carrier delays.
  • Please ensure your shipping address is 100% accurate. We are not responsible for delays or losses due to an incorrect address.

Important Notes
  • Once an order enters our production system, changes to items, quantities, or customization details cannot be accepted.
  • Upon dispatch, you will receive a shipping confirmation with tracking details.

For further assistance with tracking or any shipping-related inquiries, please contact our support team at penny@outtercare.com

We are here to help.