Shipping Policy

Every FOSSILGLOW object is hand-cast, hand-finished, and hand-packed at our our studio. Because our work is made to order and travels across borders, we treat shipping as part of the craft, not an afterthought. Below is how we prepare, dispatch, and support your order from our studio to your door.

Processing Time

Each piece is made to order, cast, cured, finished, inspected, and packed by hand at our studio. Processing time varies by piece, material, and current studio capacity. The current production estimate is shown at checkout and confirmed by email after your order is placed.

During seasonal peaks (November to January) and studio holidays, processing may extend. We will post closure dates on our Contact page at least two weeks in advance.

Where We Ship

We currently ship to most regions worldwide, including:

  • North America: United States, Canada, Mexico
  • Europe: EU member states, United Kingdom, Switzerland, Norway
  • Asia Pacific: Japan, South Korea, Singapore, Australia, New Zealand, Hong Kong, Taiwan, Mainland China
  • Middle East: United Arab Emirates, Saudi Arabia, Israel

For destinations not listed, please email contact@fossilglowobjects.com before placing your order.

Regions We Cannot Ship To

Due to carrier restrictions, sanctions, or limited service coverage, we are unable to ship to:

  • Russia, Belarus, North Korea, Iran, Syria, Cuba
  • Crimea, Donetsk, and Luhansk regions
  • Remote island territories without reliable customs clearance

We also cannot deliver to P.O. Boxes or APO/FPO addresses. Our pieces require a physical street address and a signature on delivery for insurance purposes.

Shipping Rates

Shipping cost is calculated by destination and weight. The figures below are indicative per order; the final rate is shown at checkout.

Standard Shipping

  • United States: Free shipping promotions may apply; the threshold (if any) is shown at checkout. Below that, a flat fee is shown at checkout.
  • Canada & Mexico: Flat fee shown at checkout.
  • Europe (EU + UK + Switzerland + Norway): Flat fee shown at checkout. Free shipping promotions may apply; the threshold is shown at checkout.
  • Asia Pacific (JP, KR, SG, AU, NZ, HK, TW, CN): Flat fee shown at checkout. Free shipping promotions may apply; the threshold is shown at checkout.
  • Middle East (UAE, SA, IL): Flat fee shown at checkout.

Express Shipping

Express options are available at checkout through DHL, FedEx, or UPS. Express shipping rates are calculated at checkout where available.

Heavy or Multi-Piece Orders

UHPC pieces are dense by nature. Orders weighing more than large or heavy orders or containing more than three items may incur a manual surcharge calculated by our studio. We will contact you before dispatch if this applies.

Carriers and Methods

We select the carrier based on destination, weight, and customs requirements:

  • DHL Express — international priority, 3 to 6 business days after dispatch
  • FedEx International Economy / Priority — 4 to 7 business days
  • UPS Worldwide — 4 to 8 business days
  • Yanwen / ePacket — selected Asia routes, 7 to 14 business days
  • Local postal services — used for select domestic shipments

The carrier and tracking number are emailed to you within 24 hours of dispatch.

How We Pack a UHPC Piece

Concrete is heavy, and pearl inlay is delicate. Our packing standard is built around both realities:

  • Inner wrap: soft microfiber cloth against the finished surface
  • First cushion: closed-cell foam fitted to the silhouette
  • Second cushion: bubble wrap with corner protectors
  • Outer box: double-walled corrugated cardboard, double-taped
  • Large or heavy pieces are additionally crated in plywood for transcontinental transit

Every parcel is photographed before sealing. The photos are kept on file for for a limited period and can be shared with you on request in the event of an insurance claim.

Tracking and Delivery

Once your order leaves the studio, you will receive an email containing:

  • The carrier name and tracking number
  • A link to the carrier's tracking page
  • The estimated delivery window

You can also view tracking at any time under My Account › Orders. Most carriers require a signature on delivery. If no one is available, the carrier will leave a notice and attempt redelivery, or hold the parcel at the nearest depot for collection.

Customs, Duties, and Import Taxes

All international orders are shipped on a DAP (Delivered At Place) basis unless otherwise stated at checkout. This means:

  • Product prices and standard shipping do not include import duties or VAT
  • These charges are payable by the recipient on arrival, as set by the destination country
  • We are happy to provide a commercial invoice and HS code on request to support your customs clearance

For the United States, Canada, and select EU countries, the displayed price at checkout may already include local sales tax or VAT. This is shown clearly before you confirm payment.

Delays

We aim to meet the estimates above, but delays can occur. Common reasons include:

  • Customs clearance holds (typically 2 to 5 business days, occasionally longer)
  • Carrier network disruptions during peak season or weather events
  • Address verification or signature issues at the destination
  • Force majeure events (pandemics, regional conflicts, natural disasters)

If your tracking has not updated for more than 7 business days, please email us and we will open an investigation with the carrier on your behalf.

Lost or Damaged in Transit

This is the policy we take most seriously. UHPC and pearl inlay can survive a transcontinental journey if packed correctly, and they do, but we acknowledge that accidents happen.

Before Dispatch

Every order is photographed during packing. Photos are timestamped and stored for at least for a limited period.

Shipping Insurance

All orders are shipped with carrier-provided transit insurance at no additional cost to you. The coverage is based on the order value declared on the commercial invoice.

If Your Parcel Arrives Damaged

  1. Do not discard the outer box or any packing material. The carrier may require inspection.
  2. Take clear photographs of (a) the outer carton, (b) the inner packing, and (c) the damaged piece, within 24 hours of delivery.
  3. Email the photographs, your order number, and a short description to contact@fossilglowobjects.com.
  4. We will respond within 24 hours with the next step.

Once the damage is confirmed, we will offer, at your choice:

  • A replacement piece made to the same specification (subject to processing time, no extra cost)
  • A full refund to the original payment method
  • A store credit of equivalent value

If Your Parcel Is Lost

If tracking shows the parcel lost in transit, we will open a carrier claim after 7 business days of no updates. If the claim is approved, we will remake and reship the piece at our cost, or refund you in full.

If the Box Is Empty or Items Are Missing

Rare but possible. Please photograph the box as received, keep all packing, and contact us within 48 hours. We will investigate with the carrier and resolve the issue.

Undeliverable Parcels and Address Changes

Parcels returned to us as undeliverable, or due to an address error, can be:

  • Reshipped at the customer's expense (second shipping fee applies)
  • Cancelled with a refund of the product value, less original shipping and any return shipping charged by the carrier

Please double-check your address at checkout. If you need to update it, email us within 12 hours of placing the order. Once a parcel is in transit, the address cannot be changed.

Holiday Schedule

Our studio is closed on Hong Kong public holidays and during the Lunar New Year window (typically late January to early February). Processing and customer service will pause during these periods. Closure dates are posted on the Contact page at least two weeks in advance.

Contact

For any shipping question, please email contact@fossilglowobjects.com with your order number. We respond within 24 hours on business days (Monday to Friday, Hong Kong Time).

Last updated: 2026.