Shipping Policy

Delivery Areas
Our stone home products (lamps, candle holders, side tables, toiletries, etc.) ship to:
  • Core regions: USA, Canada, Australia, Japan
  • Europe: UK, Germany, France, Netherlands, Belgium, Poland, Italy, Sweden, Austria, Spain
  • Other regions: New Zealand, Singapore, Malaysia (more regions coming soon)
⚠️ Important Notes:
  1. Due to logistics and international situation restrictions, we currently do not ship to Ukraine, Iran, North Korea, etc. We apologize for the inconvenience.
  1. Remote areas (Iceland, Norway, Cyprus, Finland) have longer delivery times but still enjoy free shipping.
Free Shipping Policy
✅ Free shipping worldwide: All products (regular & customized) include free shipping. Order price covers logistics, packaging, customs clearance – no hidden fees.
✅ No extra taxes: Order price includes all duties, VAT, and import fees. You don’t need to pay additional charges.
For delivery inquiries, contact: support@xingstone.com
Shipping Process (Business Days Only)
Delivery Time = Processing Time + Shipping Time (including customs clearance)
Order Preparation
  1. Order confirmation sent within 24 hours of placement.
  1. Stock/customization verification:
  • Regular products: Check stock (notify via email if out of stock unexpectedly).
  • Custom products: Confirm size, material, craft details (no changes after confirmation).
  1. Address verification: Complete address (street number, zip code, phone) required – delays may occur if incomplete.
  1. Professional packaging: Pearl cotton + thick carton + solid wood frame + moisture-proof film (for fragile stone products).
  1. Shipping notification: Tracking number and query link sent via email once dispatched.
Processing Time (Tentative, will be shortened later)
  • Regular in-stock products: 3-10 business days
  • Custom products:
  • Standard customization: 10-20 business days
  • Complex customization: 20-45 business days
Shipping Methods
1. Standard Free Shipping (Most Regions & Regular-Size Products)
  • Carriers: DHL/DPD/FEDEX + local dedicated lines (auto-selected by destination)
  • Shipping Time (including customs):
  • Core Europe: 5-15 business days
  • USA/Canada/Australia/Japan: 10-25 business days
  • New Zealand/Singapore/Malaysia: 12-30 business days
  • Applicable products: ≤60kg, ≤150cm maximum side length
2. Large-Size Products (Large side tables, floor lamps, custom vanities, etc.)
  • Carrier: Sea freight + local delivery
  • Shipping Time (including customs + sea freight + delivery): 3-8 weeks
  • Enhanced packaging: Full solid wood frame + moisture-proof & collision-proof treatment
3. Remote Area Shipping
  • Carrier: UPS/DHL Express
  • Shipping Time (including customs): 8-20 business days
  • Applicable products: All stone products (free shipping)
⚠️ Note: Shipping times are estimated. Factors like peak seasons, customs efficiency may cause delays. We’ll optimize timelines as we expand logistics partners.
Delivery Time Notes
  1. Estimated delivery times only – subject to actual logistics tracking.
  1. Stock availability is real-time but subject to change. Notify within 24 hours if out of stock: options to swap, wait for restock, or full refund.
  1. Custom product delivery time starts after detail confirmation. Modifications allowed within 24 hours of confirmation.
  1. Avoid scheduling installers until product is received and verified intact.
Damage Protection for Stone Products
  1. Inspect upon receipt: Take clear photos/videos of damaged product, packaging, and shipping label if broken.
  1. Claim deadline: Submit evidence to support@xingstone.com within 48 hours of receipt (no claims accepted after deadline).
  1. Solutions:
  • Regular products: Free replacement or full refund.
  • Custom products: Free re-customization & shipping, or partial refund (negotiated based on damage).
FAQ
1. How long will it take to receive my order?
  • Regular products: 8-35 business days (3-10 processing + 5-25 shipping)
  • Custom products: 15-70 business days (10-45 processing + 5-25 shipping; 3-8 weeks for large items)
  • Remote areas: 11-30 business days (3-10 processing + 8-20 shipping)
2. How to track my order?
  • Tracking number & link sent via email after shipping.
3. Can I return custom products?
  • No returns for non-quality issues (due to customization uniqueness).
  • Quality issues (material defects, wrong craftsmanship): Free re-customization or full refund with evidence.
4. Will large items be delivered to my door?
  • Door-to-door delivery available (some remote areas/high-rises without elevators may only deliver to building entrance).
  • Optional "delivery + installation" service: Note at checkout, fees negotiated with local installers.