Shipping policy

Shipping Policy
Thank you for choosing our CIGS solar series products (including but not limited to solar panels, solar awnings, solar patio umbrellas, and solar chargers). This Shipping Policy outlines the details of our shipping services, with a core commitment: every order is fully trackable and covered by shipping insurance, ensuring your package is protected and traceable throughout the entire delivery process. By placing an order on our independent website, you agree to the terms outlined in this Shipping Policy, which is complementary to our Terms of Service and Refund & Exchange Policy.

1. Order Processing & Shipping Timelines

We strive to process your order promptly to ensure timely delivery. All orders are processed within 1-3 business days (excluding weekends and holidays) after payment confirmation. Once your order is shipped, we will immediately send a shipping confirmation email to your registered email address, which includes a unique tracking number and a direct link to track your package’s real-time location.
Shipping times vary based on your destination country/region and the selected shipping method, typically ranging from 5-15 business days for international shipments and 2-7 business days for domestic shipments (if applicable). Please note that shipping times are estimates only; slight delays may occur due to customs clearance, weather conditions, or other factors beyond our control, which will not affect the trackability or insurance coverage of your order.

2. Full Order Trackability

We guarantee that every order comes with full trackability from the moment it leaves our warehouse until it reaches your doorstep. The tracking number provided in your shipping confirmation email allows you to monitor your package’s status in real time, including: warehouse processing, departure from the origin country, customs clearance progress, and local delivery updates.
You can track your order through the tracking link in the shipping confirmation email, or by entering your tracking number on our website’s “Order Tracking” page. If you encounter any issues with tracking (e.g., tracking information not updating within 48 hours of shipping), please contact our customer service team promptly, and we will assist you in verifying the package status.

3. Shipping Insurance Coverage

To protect your purchase, every order is automatically covered by shipping insurance at no additional cost to you. This insurance covers the full value of your CIGS solar product(s) against loss, damage, or theft during transportation, from the moment the package leaves our warehouse until it is successfully delivered to your specified shipping address.
Insurance Coverage Details: Coverage Scope: Loss (package not delivered after confirmed shipment), damage (product or packaging damaged during transit), and theft (package stolen during delivery).Coverage Amount: Equal to the total order value (including product price and shipping fees, excluding customs duties and taxes).Exclusions: Insurance does not cover damage caused by improper handling after delivery, intentional damage by the customer, or damage due to incorrect shipping information provided by the customer.

4. Insurance Claim Process

If your package is lost, damaged, or stolen during transit, please follow these steps to file an insurance claim: Contact our customer service team via email (support@yourstore.com) within 48 hours of delivery confirmation (for damage) or within 7 days of the estimated delivery date (for lost packages). Please include your order number, tracking number, and clear photos/videos of the package (if damaged) or proof of non-delivery.Our team will review your claim and verify the package status with the shipping carrier and insurance provider within 3-5 business days.If the claim is approved: Lost/Stolen Packages: We will either ship a replacement product to you free of charge or process a full refund to your original payment method, at your option.Damaged Packages: We will arrange for a free replacement or process a partial/full refund based on the extent of the damage, after verifying the damage is due to transit issues.
Please note that incomplete or delayed submission of claim materials may affect the processing speed of your claim. We reserve the right to request additional information (e.g., shipping carrier reports) to verify the claim.

5. Shipping Costs & Customs Duties

Shipping costs are calculated based on your destination, package weight, and selected shipping method, and will be displayed clearly at checkout. All shipping costs include the cost of shipping insurance—no additional fees are required for insurance coverage.
Any customs duties, taxes, or import fees imposed by your country/region are the sole responsibility of the customer. We will provide all necessary customs documentation to facilitate clearance, but we are not responsible for delays or additional costs caused by customs inspections.

6. Shipping Address Requirements

Please provide a valid, accurate, and complete shipping address (including street number, city, postal code, and contact phone number) when placing your order. We shall not be liable for lost, delayed, or undelivered packages caused by incorrect or incomplete shipping information. If you need to modify your shipping address after placing an order, please contact our customer service team within 24 hours of order submission; we cannot guarantee address modifications after the order has been processed for shipping.

7. Additional Notes

  • We work with reputable international shipping carriers (e.g., DHL, FedEx, USPS) to ensure reliable delivery, and all carriers provide real-time tracking and support for insured packages.
  • For high-value CIGS solar products (e.g., large solar awnings, high-wattage solar panels), we may arrange additional packaging protection and enhanced insurance coverage, at no extra cost to you.
  • We reserve the right to update or modify this Shipping Policy from time to time without prior notice; the updated policy will take effect immediately upon posting on our website. It is your responsibility to review this policy regularly.
If you have any questions or concerns about our shipping services, tracking, or insurance coverage, please contact our customer service team via email: support@hitdesire.com. We are committed to ensuring your order is delivered safely and efficiently.