Shipping policy
At INCTIS, we are committed to providing a transparent and reliable shipping experience. Please review the information below regarding order processing, shipping methods, delivery timelines, customs requirements, and delivery-related claims.
Order Processing
Order processing time refers to the time required to prepare, inspect, package, and dispatch your order. It does not include the time spent in transit after the package has been handed over to the shipping carrier.
In-Stock Products
In-stock products are usually processed and shipped within 1–3 business days after the order is placed.
Customized and Made-to-Order Jewelry
Customized, personalized, engraved, or made-to-order jewelry requires approximately 10 business days for production and processing before shipment.
The estimated production time begins after all customization details, measurements, engraving information, and payment have been confirmed.
Pre-Order Products
For products specifically marked as “Pre-Order,” the estimated processing or production time will be stated on the relevant product page.
If an order contains both in-stock and customized or pre-order products, the entire order may be shipped together once all items are ready. In some cases, items may be shipped separately at our discretion.
Important Processing Notice
Production and processing time are not included in the estimated shipping time.
Selecting Express Shipping or DHL Dedicated Shipping does not shorten the production or order-processing period. Expedited shipping only affects the delivery speed after the order has been dispatched.
Business days do not include Saturdays, Sundays, or public holidays.
Shipping Coverage
INCTIS currently ships to more than 70 countries and regions, including but not limited to:
United States, Canada, United Kingdom, France, Germany, Sweden, Australia, New Zealand, Japan, South Korea, Singapore, India, Hong Kong SAR, Taiwan, Macau SAR, Mexico, Brazil, Bahrain, Kuwait, Oman, Qatar, Saudi Arabia, United Arab Emirates, and other available destinations.
Shipping availability, delivery methods, and delivery times may vary depending on the destination.
Available shipping options and applicable fees will be displayed at checkout.
Shipping Methods and Rates
Standard Shipping
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Orders above USD $150 qualify for free Standard Shipping.
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Orders of USD $150 or less are charged a flat Standard Shipping fee of USD $10.
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Free Standard Shipping availability may vary by destination.
Express Shipping
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Orders above USD $500 qualify for free Express Shipping.
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Orders of USD $500 or less are charged a flat Express Shipping fee of USD $25.
DHL Dedicated Shipping
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DHL Dedicated Shipping is available for a flat fee of USD $49.
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DHL service is available to most countries and regions worldwide.
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Once a package has been collected by DHL, delivery usually takes approximately 2–5 business days, depending on the destination and local customs clearance.
If DHL cannot deliver to the address provided by the customer, INCTIS will:
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Refund the DHL shipping fee in full; and
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Change the shipment to Standard Shipping at no additional charge.
For customized, made-to-order, or pre-order products, production time is not included in the DHL delivery estimate.
Estimated Delivery Times
The following delivery estimates begin after the package has been dispatched. They do not include order processing, customization, production, customs clearance delays, weekends, or public holidays.
| Destination | Standard Shipping | Express Shipping |
|---|---|---|
| North America | 7–12 business days | 6–9 business days |
| Europe | 7–14 business days | 6–9 business days |
| Japan | Not currently available | Approximately 6 business days |
| Australia and New Zealand | 7–12 business days | 6–9 business days |
| United Arab Emirates | 7–12 business days | 6–9 business days |
| Bahrain | 7–12 business days | 6–9 business days |
| Kuwait | 7–12 business days | 6–9 business days |
| Oman | 7–12 business days | 6–9 business days |
| Qatar | 7–12 business days | 6–9 business days |
| Saudi Arabia | 7–12 business days | 6–9 business days |
| South America | 10–15 business days | 7–12 business days |
These delivery times are estimates rather than guaranteed delivery dates.
Delivery may take longer because of customs inspections, local carrier delays, severe weather, public holidays, incomplete recipient information, remote delivery locations, or other circumstances outside the reasonable control of INCTIS.
Shipping Confirmation and Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number or tracking link.
Tracking information may take several business days to update after the package has been handed over to the carrier.
Customers are responsible for monitoring tracking updates and ensuring that someone is available to receive the package when required.
INCTIS is not responsible for delays caused by an incorrect email address or phone number provided during checkout.
Shipping Address
Customers are responsible for providing a complete and accurate shipping address, recipient name, telephone number, and any information required for customs clearance.
Please carefully review your shipping information before submitting your order.
If you need to change your shipping address, contact us as soon as possible at support@inctis.com.
We cannot guarantee that an address can be changed after an order has entered production, processing, or shipment.
Once a package has been shipped, INCTIS may be unable to change or redirect the delivery address.
Additional shipping fees resulting from an incorrect, incomplete, or undeliverable address may be charged to the customer.
Additional Information Required for Certain Destinations
Certain countries and regions may require additional recipient information for customs clearance or delivery.
When required, our customer service team may contact you by email after your order has been placed.
Mexico
Customers may be required to provide:
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Recipient’s full legal name
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Tax Identification Number or RFC
Hong Kong, Taiwan, and Macau
Customers may be required to provide:
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Recipient’s full Chinese name
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Identification or customs-clearance information required by the local carrier or customs authority
Customers in Taiwan may also be required to complete recipient verification through the EZ WAY customs application.
South Korea
Customers may be required to provide:
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Recipient’s full name in Korean
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Personal Customs Clearance Code, or PCCC
Other countries or regions may also request a tax identification number, national identification number, customs registration, or additional recipient information.
Failure to provide the required information within the requested period may result in customs delays, shipment cancellation, or the package being returned to the sender.
Customs Duties, Taxes, and Import Fees
International shipments are generally sent with customs duties and import taxes unpaid.
The recipient is responsible for all applicable customs duties, import taxes, VAT, GST, brokerage charges, customs-clearance fees, and other charges imposed by the destination country or region.
These charges are not included in the product price or shipping fee unless expressly stated otherwise at checkout.
INCTIS does not determine or control customs charges and cannot provide definitive information about the tax rates or import requirements of individual countries.
Customers should contact their local customs authority before placing an order if they require further information.
If a customer refuses to pay customs duties or fails to complete customs clearance, the package may be returned to INCTIS. Any refund will be processed only after the returned package has been received and inspected.
Original shipping fees, return shipping costs, customs duties, taxes, brokerage fees, and other expenses incurred as a result of the return may be deducted from the refund.
Customized or personalized products remain subject to the non-returnable product terms stated in our Refund Policy.
Failed Delivery and Unclaimed Packages
A package may be returned to INCTIS for reasons including:
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An incorrect or incomplete address
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An invalid telephone number
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The recipient being unavailable
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Failure to collect the package
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Refusal to accept delivery
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Failure to pay customs duties or taxes
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Failure to provide customs-clearance information
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Repeated unsuccessful delivery attempts
If a package is returned because of customer-provided information or customer inaction, the customer may be responsible for the original shipping fee, return shipping cost, customs fees, and any reshipping fee.
If the customer requests reshipment, the package will only be resent after the applicable reshipping fee has been paid.
INCTIS is not responsible for packages delivered to an incorrect address entered by the customer during checkout.
Delivery Issues and Claims
Please inspect the package and products immediately after delivery.
Damaged or Incorrect Items
If an item arrives damaged, defective, or different from the item ordered, contact us within 48 hours of delivery.
Please provide:
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Your order number
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A description of the issue
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Clear photographs of the outer packaging
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A photograph of the shipping label
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Clear photographs or videos showing the item and the issue
Please retain all original packaging until the claim has been reviewed.
Package Marked as Delivered but Not Received
If tracking shows that the package has been delivered but you cannot locate it, please:
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Check the delivery address on your order confirmation;
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Check around the delivery location;
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Ask household members, neighbors, reception staff, or building management;
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Contact the local delivery carrier; and
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Contact INCTIS within 3 calendar days of the delivery date shown in the tracking system.
If no notification is received within this period, the package may be considered successfully delivered, and we may be unable to process the claim.
Submitting a claim does not automatically guarantee a refund or replacement. The resolution will depend on the information provided and the outcome of the carrier’s investigation.
Shipping Fees and Returns
All original shipping fees, including Standard Shipping, Express Shipping, and DHL Dedicated Shipping fees, are non-refundable unless the package was not shipped or the delivery issue resulted directly from an error by INCTIS.
If an order qualified for free shipping, INCTIS reserves the right to deduct the actual outbound shipping cost from the refund where permitted by applicable law.
Return shipping costs and eligibility are governed by the INCTIS Refund Policy.
Customized, personalized, engraved, and made-to-order items cannot normally be returned or exchanged unless they arrive damaged, defective, or incorrect.
Contact Us
For questions regarding order processing, shipping, tracking, customs clearance, or delivery, please contact:
Email: support@inctis.com
Please include your order number when contacting us so that we can assist you more efficiently.