Shipping policy

📦 SHIPPING POLICY

OVERVIEW This Shipping Policy describes how ThermaScoop ("we", "us", "our") processes, ships, and delivers orders placed through our store. By placing an order with us, you agree to the terms set out below. We reserve the right to update this policy at any time without prior notice.

ORDER PROCESSING All orders are processed within 1–2 business days (Monday–Friday, excluding public holidays) after payment is confirmed. Orders placed on weekends or holidays are processed on the next business day. You will receive a confirmation email with tracking information once your order has been dispatched.

We reserve the right to delay or decline an order where payment cannot be verified, where an address appears incorrect or incomplete, or where we suspect fraud or unauthorised activity.

SHIPPING RATES & DELIVERY TIMES We offer free standard tracked shipping on all orders. Estimated delivery is typically 7–15 business days following dispatch, depending on your location, as items are shipped from our international fulfilment partner.

All delivery times are estimates only and are not guaranteed. Delivery timeframes are provided by our carriers and are subject to change. We are not liable for delays once an order has been handed to the carrier.

DELAYS BEYOND OUR CONTROL We are not responsible for delays caused by circumstances outside our reasonable control, including but not limited to customs or import processing, carrier delays, incorrect or incomplete delivery details, weather, strikes, or peak seasonal volume. We will, however, make reasonable efforts to assist you in tracking and locating your order.

CUSTOMS, DUTIES & IMPORT TAXES Orders shipped internationally may be subject to import duties, taxes, or customs fees levied by the destination country. These charges are the sole responsibility of the recipient and are not included in the product price or shipping cost. We have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before ordering.

INCORRECT OR INCOMPLETE ADDRESSES It is the customer's responsibility to provide a complete and accurate shipping address at checkout. We are not responsible for orders that are delayed, lost, or returned due to an incorrect or incomplete address. Re-shipment of such orders may incur an additional shipping charge.

LOST, STOLEN, OR DAMAGED PARCELS Once an order is marked as delivered by the carrier, responsibility passes to the customer. If your tracking shows delivered but you have not received your parcel, please contact the carrier in the first instance, then reach out to us and we will assist where possible. If your item arrives damaged, contact us within 48 hours of delivery with photographs so we can arrange a resolution.

TRACKING A tracking number is provided with every order via email once dispatched. Please allow up to 48 hours for tracking information to update after dispatch.

CONTACT Questions about your shipment? Email us at icecreate.help@gmail.com.