Order Processing and Fulfillment

• Order Processing Time

Upon receiving an order confirmation, our team will initiate the order processing procedure. The standard processing time for orders is 1-2 days. Please note that this timeframe may vary depending on the availability of the material(s) and any customization requirements.

• Customization and Special Orders

For customized or special orders that require additional manufacturing or modifications, the processing time will be communicated to the customer separately. Custom Rare Metal factory will provide regular updates on the progress of such orders to keep customers informed about the estimated completion and shipping dates.

Shipping Methods and Carriers

All materials can be shipped worldwide by sea, by air or by international express logistics via DHL, FEDEX, UPS. In most cases, we use sea freight to transport large-quantity materials, while some small-sized urgent materials are transported by air, and small quantities are transported by international express. When the materials arrived at your destination, you can pick up with the bill of lading we offered. We can also arrange the cargo agent to send to your door.

Proudly, we serve customers worldwide. For international shipments, we utilize reputable shipping carriers with a proven track record of safe and timely deliveries. The shipping cost for international orders will be determined based on the weight, dimensions, and destination of the package. Customers are responsible for any applicable customs duties, taxes, or import fees imposed by the destination country.

Shipping Rates

We reserve the right to adjust the shipping charge if the actual rate comes back higher than originally calculated due to the dim weight of the package.

In addition, the global shipping costs will fluctuate with the change of demands and if If it’s in peak shipping season, the delivery times may be extended. Please contact our sales executive with the metals and/or alloys you are going to purchase as well as your detailed shipping address to update the shipping rates and confirm the shipping schedule before placing an order.

• In the event of receipt of an incorrect materials, damage by the carrier, defects in quality and performance, or an error on shipping quantity. Custom Rare Metal Factory is responsible for the return shipping costs, at no cost to the customer.

• The customer is responsible for arranging and covering the actual shipping costs associated with returning in cases where a customer purchased a wrong material, it didn’t fit, or they no longer want the item.

Shipment Tracking and Notifications

• Shipment Tracking

Once an order is shipped, a shipment tracking number will be provided to the customer via email. This tracking number can be used to monitor the status and progress of the shipment through the carrier’s online tracking system. Customers can also access their order status and tracking information by logging into their account on our website.

• Shipment Notifications

Customers will receive regular updates and notifications regarding their shipment via email. These notifications will include important milestones, such as order fulfillment, shipment pickup, and estimated delivery dates. In the event of any unforeseen delays or issues with the shipment, our customer service team will promptly communicate with the customer to provide assistance and updates.

Delivery Time

The estimated delivery time will depend on the shipping method selected and the destination of the package. While we strive to deliver minor metals and/or alloys within the estimated timeframe, please note that delivery times may vary due to factors beyond our control, such as customs clearance processes or unforeseen transportation delays. We cannot be held liable for any such delays but will provide assistance in resolving any delivery issues to the best of our ability.

In most cases:

• Air freight typically takes 2-4 days to deliver to the destination.

• Sea shipping typically ranges anywhere from 15-30 days or more to deliver to the destination.

• International express typically takes as little as 5-7 days to deliver to the destination.

Shipping Address and Receiving the Shipment

• Shipping Address Accuracy

Customers are responsible for providing an accurate and complete shipping address during the order placement process. It is essential to verify all shipping details, including the recipient’s name, street address, city, state/province, postcode, and contact information, before submitting an order. Inaccurate or incomplete addresses may result in delivery delays or unsuccessful delivery attempts. Custom Rare Metal Factory cannot be held responsible for such issues arising from incorrect shipping information provided by the customer.

• Receiving the Shipment

Upon receiving a shipment, it is important for the customer or an authorized representative to be present at the designated shipping address to accept and sign for the delivery. This ensures the safe and timely receipt of the ordered products. It is recommended to inspect the package for any visible signs of damage or tampering before signing the delivery receipt.

If any damage or discrepancy is observed, customers must note it on the delivery receipt or notify the delivery personnel immediately. In such cases, customers should also contact our customer service team within 24 hours to report the issue and initiate the necessary steps for resolution. Failure to report any damage or discrepancy within the specified timeframe may result in complications during the claims process.

• Package Redirection or Rerouting

Customers who need to redirect or reroute a shipment after it has been dispatched must contact our customer service team as soon as possible. Please note that additional charges may apply for such requests, and redirection may cause delays in delivery.

Returns and Exchanges

For information on our returns and exchanges policy, please refer to our dedicated return and refund policy page on our website. This policy outlines the guidelines and procedures for returning or exchanging metals and/or alloys purchased from Custom Rare Metal Factory. We strive to provide a fair and efficient process to address any product-related concerns or issues.

Contact Us

If you have any questions or need further assistance regarding our shipping policy, please feel free to contact our customer service team. We are available Monday through Saturday 8:30am to 6:00pm and can be reached via:

• Business Tel: +86-731-43311518

• Business Mail: info@customraremetal.com

• Business Address: Floor 1-2, Bldg 1-8, Jinke Yida Industry Creation Town, No. 75 of East Sixth Road, Langli Street, Changsha County, Hunan, China

Our dedicated customer service representatives will be happy to assist you and provide any necessary information or clarification regarding your shipping inquiries.