SHIPPING INFORMATION

DELIVERY TIME, DAMAGES and VAT/CUSTOMS

International Shipping & Delivery Information

At SwissMade.Direct, we have evolved from a simple shipper to your Global Trade Partner. In today’s complex international logistics environment, we are committed to transparency, data precision, and ensuring your authentic Swiss products arrive safely and efficiently.

Please read this policy carefully. By placing an order, you agree to the terms below regarding dispatch times, customs responsibilities, and product availability.

1. Dispatch Commitment & Product Availability

The ”10-Business-Day” Dispatch Goal

We commit to dispatching your order within 10 business days of payment confirmation.

What is ”Fulfillment”?
We define fulfillment as the successful handover of your properly documented order to the carrier.

Why 10 Days?
Unlike retailers with warehouses full of aging stock, we source fresh products directly from Swiss manufacturers after you order. This guarantees you receive maximum shelf life and the freshest possible products.

If Products Are Unavailable:
Occasionally, a specific item may be temporarily out of stock or may not meet our strict shelf-life standards. In these cases:

• We may hold your order to ensure it ships complete
• We will notify you via email with delay details and options
• Important: Please whitelist our emails and check spam/junk folders

Your Rights:
If we fail to dispatch or notify you of a delay within 10 business days, you are entitled to a full refund upon request.

Date-Specific & Urgent Orders

Need your chocolate or gift for a birthday, holiday, or special event?

⚠️ Order Notes ≠ Guarantee
Writing a date in the ”Order Notes” at checkout is a non-binding request, not a contractual guarantee.

✅ How to Secure a Deadline:
A delivery deadline is only binding if you:

1. Contact us within 24 hours of ordering
2. Receive written confirmation from our team that we can meet your date

Without explicit confirmation, standard dispatch timelines apply.

Urgent & Date-Specific Orders

Do you need your chocolate or gift for a specific birthday, holiday, or event?

• Order Notes ≠ Guarantee: Writing a date in the ”Order Notes” at checkout is a non-binding request, not a contractual guarantee.

• Required Confirmation: A delivery deadline is only binding if you contact us within 24 hours of ordering and receive a written confirmation from our team stating we can meet your date. Without this explicit confirmation, standard dispatch timelines apply.

2. Shipping Options & Carriers

We partner with multiple trusted carriers and optimize shipping rates to help offset rising global trade costs. Your order may be consolidated with other items to reduce fees, protect products, and lower environmental impact.

Standard Economy Shipping

Carriers: Spring GLS (Swiss Post network) and regional partners
Best For: Non-perishable items and budget-conscious shoppers
Transit Time: Typically 10–15 business days (3–5 days longer than Premium)
Tracking: Basic tracking available
Climate Impact: Carbon-neutral shipping options available

⚠️ Not Recommended For:

• Chocolate or heat-sensitive foods (especially April–September)
• Time-sensitive deliveries
• High-value fragile items

Premium Priority Shipping

Carriers: FedEx, DHL, UPS
Best For: Chocolate, cheese, and time-sensitive goods
Transit Time: Typically 3–7 business days
Benefits:

• Faster transit with prioritized customs handling
• Detailed real-time tracking
• Climate-friendly options (e.g., DHL GoGreen)

✅ We Strongly Recommend Premium Priority for all food orders to minimize heat exposure and customs delays.

3. International Customs, Duties & Taxes

We ship worldwide and comply with strict international regulations, including the US STOP Act, EU ICS2, and customs requirements for the GCC, Asia, and beyond. We file advanced digital customs data for every shipment to ensure smooth clearance.

Understanding Your Role: The ”Importer of Record” (DAP)

Unless explicitly stated otherwise, all international shipments are sold under Incoterms® 2020 DAP (Delivered At Place).

What This Means:

Region-Specific Information

🇪🇺 European Union (EU) Customers

We utilize the Import One-Stop Shop (IOSS) system for orders valued up to €150.

What This Means for You:

• VAT is calculated and paid at checkout
• No surprise fees upon delivery
• Faster, streamlined customs clearance directly to your door

🇺🇸 United States Customers

• All food shipments include FDA Prior Notice compliance
• Clear labeling ensures hassle-free import
• Import duties and taxes are calculated based on product category and value
• No IOSS equivalent; duties/taxes may be collected by carrier upon delivery

🌍 GCC, Asia & Worldwide

• Duties and taxes are estimated and displayed at checkout where available
• Full customs compliance documentation provided
• Special ingredient screening for region-specific regulations (e.g., Halal compliance for GCC, GACC registration for China)

Delivered Duty Paid (DDP) – Select Countries Only

For certain destinations, you may see a ”Duties & Taxes Included (DDP)” option at checkout.

How It Works:

1. You pay estimated duties and taxes upfront
2. We remit these funds to customs authorities on your behalf
3. Your package clears customs in the ”green lane” with no additional fees

Important Legal Note:
Even under DDP, you remain the legal Importer of Record. We simply facilitate payment to make the process smoother and faster.

What Happens If You Refuse to Pay Duties?

If a package is returned, abandoned, or destroyed because you refuse to pay import fees or reject delivery:

❌ No refund will be issued for goods or shipping costs
❌ Any return shipping or destruction fees billed to us will be deducted from any potential goodwill credit

Remember: Import duties are taxes charged by your government, not by SwissMade.Direct.

4. Customs Delays & ”Force Majeure”

In today’s ”Thick Border” era, government inspections and digital data matching are standard procedure worldwide.

Understanding ”Clearance Delay” Status

If your tracking shows ”Insufficient Description” or ”Clearance Delay”, this typically means:

• Your package is in a government review queue for digital data matching
• The carrier’s automated system missed the link to our export filing
• It rarely means documents are actually missing

We monitor all shipments and re-transmit data immediately when needed.

No Refunds for Customs Holds

Delays caused by the following are Force Majeure events (beyond our control):

• Customs inspections and clearance backlogs
• Health authority reviews (e.g., FDA)
• Carrier brokerage department delays
• Government-mandated inspections

Policy: As long as delivery is still possible, customs delays are not grounds for a refund.

How to Expedite Customs Clearance

As the Importer of Record, local carrier branches (FedEx, DHL, etc.) are legally required to prioritize your inquiry over ours. You are the voter and taxpayer they serve.

Template Message to Use:

”I am the Importer of Record for Tracking #[Your Tracking Number]. My shipper has confirmed all digital export documents are on file. I am requesting an immediate escalation to the Brokerage Department for review.”

This approach often resolves clearance delays faster than waiting for carrier processing.

5. Perishable Goods Policy (Heat Sensitivity)

We treat chocolate and cheese with special care, using insulated packaging and temperature-conscious handling. However, customs warehouses and carrier depots are not climate-controlled.

The Risk You Accept

International shipping of perishables carries inherent risks:

• Customs delays can result in extended storage in hot facilities
• Chocolate may melt or develop bloom
• Cheese and dairy may spoil

Our Liability

Once we have: ✅ Packed your order correctly with appropriate insulation
✅ Dispatched it on time with proper documentation

SwissMade.Direct is not liable for quality degradation (melting, blooming, spoilage) caused by:

• Customs clearance delays
• Your unavailability to receive the package
• Carrier depot storage conditions

By ordering perishable products internationally, you explicitly accept this risk.

Our Recommendation: Choose Premium Priority shipping for all chocolate and cheese orders, especially during warm months (April–September).

6. Lost or Damaged Shipments

While we define strict boundaries for customs delays, we fully support you in cases of genuine carrier failure.

Lost Shipments

If a shipment is officially declared ”Lost” or ”Destroyed” by the carrier (and this was not caused by your refusal to pay duties), we will:

1. Clarify the issue with the carrier
2. At our discretion, send a replacement shipment or issue a refund for the product value

Damaged Shipments

Please inspect your parcel immediately upon delivery.

If damage occurred:

1. Take clear photos of both the box and the damaged items
2. Email us at info@swissmade.direct within 24 hours of delivery
3. We will work with you and the carrier to resolve the issue

7. Our Commitment to Sustainability

At SwissMade.Direct, authentic Swiss quality shouldn’t come at the planet’s expense.

What We Do:

• Parcel Consolidation: Combine multiple items into efficient single shipments
• Right-Sized Packaging: Eliminate wasted space and materials
• Carbon Offset Programs: Support DHL GoGreen and carrier climate initiatives
• Carrier Selection: Partner with logistics providers committed to sustainability

FAQ: Quick Answers for Smart Shoppers

Q: My tracking hasn’t moved in 5 days. Is it lost?
A: Likely not. It’s probably in a customs clearance queue or awaiting a manual scan. This is standard in today’s global logistics environment. If there’s no progress for more than 10 days, please contact us.

Q: Can I get a refund if customs takes too long?
A: No. Customs delays are Force Majeure events outside our control. As long as delivery is still possible, these delays are not grounds for a refund.

Q: Why do I have to pay VAT/Duties?
A: These are taxes charged by your government, not us. As the Importer of Record, you are legally responsible for paying them to receive your goods.

Q: What is ”Total Landed Cost”?
A: Total Landed Cost is the final amount you pay to have products delivered to your door, including:

• Product price
• Shipping fees
• Import duties and taxes
• Any carrier brokerage fees

We work hard to optimize every element to keep your Total Landed Cost as low as possible.

Q: Can I track my package in real-time?
A: Yes. Every shipment includes full tracking from our facility in Switzerland to your doorstep. Premium Priority shipments offer more detailed, real-time tracking updates.

Q: What if I need help with my shipment?
A: Contact us at:

• 📧 Email: info@swissmade.direct
• 📧 Customer Service: customers@swissmade.direct
• 📞 Phone: +41 81 740 46 94