Shipping Policy

At HONTOL, we are committed to delivering your order safely, efficiently, and with clear communication throughout the shipping process. This Shipping Policy explains our processing time, shipping methods, delivery estimates, shipping fees, taxes, package handling, and important delivery requirements.

1. Order Processing Time

Most in-stock orders are processed within 1–3 business days after payment is confirmed.

Business days are Monday through Friday, excluding weekends, U.S. federal holidays, and carrier holidays.

During peak seasons, promotions, payment verification, or inventory restocking periods, processing time may be extended. If there is any significant delay, we will notify you by email.

2. Estimated Delivery Time

HONTOL delivery time is calculated as:

Total Delivery Time = Processing Time + Shipping Time

Estimated shipping time after dispatch:

U.S. local warehouse orders: 3–9 business days

Factory-shipped orders: 7–15 business days by express air shipping

Large equipment or freight shipments: 5–12 business days, depending on the delivery address and carrier appointment availability

Backordered or special-order items: delivery time may vary and will be communicated separately

Delivery times are estimates only and are not guaranteed. Actual delivery may be affected by carrier delays, weather, holidays, customs clearance, remote-area delivery, or other circumstances beyond our control.

3. Shipping Methods

We ship orders using reliable carriers based on the product type, package size, warehouse availability, and delivery address.

Possible carriers include:

FedEx

UPS

DHL Express

USPS

Freight or LTL carriers for large machines

For large equipment, we may use freight delivery or truck delivery when necessary.

Currently, customers cannot choose a specific carrier. HONTOL will select the most suitable shipping method for your order.

4. Shipping Warehouses

We may ship orders from our U.S. warehouse or directly from our factory, depending on product availability and your shipping address.

Whenever possible, we will ship from the nearest available warehouse to reduce delivery time.

If a product is out of stock in the local warehouse, we may arrange shipment from our factory. In this case, delivery time may be longer.

5. Separate Shipments for Machines and Consumables

If your order includes a DTF printer, ink, powder, film, accessories, or replacement parts, the items may be shipped separately.

Due to carrier and transportation regulations, liquid ink, powder, and other consumables may not be shipped in the same package as the machine.

As a result, your printer and consumables may arrive at different times and may have separate tracking numbers.

If you receive only part of your order first, please check your email for additional tracking information or contact us at support@hontol.com.

6. Shipping Fees

Shipping fees are calculated at checkout based on the product type, package weight, package size, shipping address, and selected shipping method.

For certain products or promotions, free shipping may be available and will be clearly displayed on the product page or at checkout.

Additional shipping fees may apply to:

Remote areas

Residential freight delivery

Liftgate service

Address changes after shipment

Missed delivery appointments

Re-delivery requests

Refused deliveries

Oversized or overweight packages

All available shipping fees will be shown at checkout whenever possible.

7. Shipping Destinations

We currently focus on shipping within the contiguous United States.

Shipping to Alaska, Hawaii, Puerto Rico, Guam, U.S. Virgin Islands, APO/FPO addresses, and other U.S. territories may not be available for all products or may require additional shipping fees.

For international orders, please contact us before placing an order to confirm availability, shipping cost, delivery time, and customs requirements.

8. Taxes, Duties, and Import Fees

For orders shipped from a U.S. local warehouse to a U.S. address, applicable sales tax may be calculated and collected at checkout according to local tax rules.

For orders shipped from our factory or shipped internationally, the product price may not include import duties, customs fees, VAT, brokerage fees, or other government charges unless clearly stated at checkout.

Customers are responsible for any applicable import duties, taxes, customs clearance fees, or local charges required by the destination country or region.

HONTOL will prepare the standard shipping and customs documents required for shipment. If additional documents are needed, please contact us.

9. Order Tracking

After your order is placed, you will receive an order confirmation email.

Once your order ships, we will send you a shipping confirmation email with the carrier name and tracking number.

Tracking information may take 24–48 hours to update after the carrier receives the package.

10. Delivery Signature Requirement

For orders containing a DTF printer, machine, or other high-value equipment, a delivery signature may be required.

Please make sure someone is available to receive and inspect the package.

If the carrier cannot complete delivery because no one is available to sign, the package may be held, returned, or subject to re-delivery fees.

11. Large Equipment and Freight Delivery

Large machines may be delivered by freight carrier.

Freight delivery may require an appointment. The carrier may contact you by phone or email to schedule delivery.

Unless otherwise stated, freight delivery is curbside delivery only. The carrier is not responsible for moving the machine inside your home, garage, office, workshop, or upstairs.

Please arrange enough help to move, unpack, and install the equipment safely after delivery.

12. Package Inspection

Please inspect your package immediately upon delivery.

For machine orders, please inspect the outer packaging before signing whenever possible.

If your package arrives visibly damaged, please:

Take clear photos or videos of the package and the damaged product.

Note any visible damage on the carrier's delivery receipt when applicable.

Keep all original packaging materials until the issue has been resolved.

Contact us within 7 calendar days of delivery.

For damaged, missing, or incomplete items, please email support@hontol.com with your order number, photos, videos, and a brief description of the issue.

Failure to report shipping damage within the required timeframe may affect our ability to investigate the claim with the carrier or provide a replacement.

13. Incorrect or Incomplete Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please carefully check your name, phone number, email address, street address, apartment or suite number, city, state, and ZIP code before submitting your order.

If you need to update your shipping address, please contact us as soon as possible.

Once an order has been shipped, we cannot guarantee that the address can be changed.

If a package is delayed, returned, lost, or charged additional fees due to an incorrect or incomplete address, the customer may be responsible for the related costs.

14. Order Changes and Cancellations

If you need to change or cancel your order, please contact us before the order is processed for shipment.

Once the order has shipped, we cannot cancel it directly.

If you no longer want the item after shipment, please contact us first. Do not refuse the delivery without contacting HONTOL.

Unauthorized refused deliveries may result in deductions for original shipping costs, return shipping costs, carrier fees, storage fees, or other related charges.

15. Shipping Delays and Customer Rights

We make every effort to ship orders within the stated processing time.

If we are unable to ship your order within the promised timeframe, we will notify you and provide a revised estimated shipping date when available.

You may choose to:

Continue waiting for the order

Accept the revised shipping date

Cancel the unshipped order and receive a refund

If we cannot provide a revised shipping date or if the delay is significant, you may cancel the unshipped order at any time before shipment.

This policy is designed to follow U.S. consumer protection expectations for online orders, including the FTC rule that sellers must have a reasonable basis for stated shipping times and must offer cancellation/refund options when shipment is delayed.

16. Lost Packages

If your tracking information has not updated for an unusual period of time or your package appears to be lost, please contact us at support@hontol.com.

We may need to open an investigation with the carrier.

If the carrier confirms that the package was lost in transit, we will provide a replacement or refund depending on the situation and product availability.

If tracking shows that the package was delivered to the correct address, please first check with household members, neighbors, building management, front desk, mailroom, or the carrier.

17. Force Majeure

HONTOL is not responsible for shipping delays or delivery failures caused by events beyond our reasonable control, including but not limited to natural disasters, severe weather, strikes, carrier disruptions, customs delays, government actions, transportation interruptions, or other force majeure events.

18. Contact Us

If you have any questions about shipping, delivery, tracking, or package issues, please contact us:

HONTOL Customer Support Email: support@hontol.com

Please include your order number so we can assist you faster.