Shipping policy

Last updated: September 3, 2026

This Shipping Policy explains how ElevenPack Limited, trading as 11Packaging ("11Packaging", "we", "us", or "our"), processes and ships orders placed through 11packaging.com or accepted through a written quotation.

1. Where we ship

Shipping availability depends on the product, order quantity, destination, and available carrier service. For direct online orders, the checkout determines whether a shipping method is available for the delivery address. If no method is offered, the order cannot be completed through direct checkout; contact us at hello@11packaging.com to ask whether a quotation-based shipping option is available.

We do not promise worldwide delivery merely because a country can be selected elsewhere on the website.

2. Processing and production time

Processing or production time is separate from carrier transit time.

• Ready-to-ship standard products: normally prepared for dispatch within 1–3 business days after order acceptance and cleared payment, unless the product page, checkout, or order confirmation states a different processing time.
• Custom, personalized, or made-to-order products: a typical production estimate is 7–14 business days after cleared payment and all required specifications, artwork, and proofs have been approved. Complex structures, finishes, materials, quantities, or testing requirements can take longer. The applicable product page, quotation, or order confirmation will state the controlling estimated production schedule.

For custom work, production does not begin until the required commercial and approval milestones stated in the order documents are complete. A customer-requested change can restart or extend the schedule.

3. Shipping methods and delivery estimates

Available Standard, Express, or other services — together with any charge — are shown at checkout or in the applicable quotation or order confirmation. A shipping method is not included or free unless the checkout or written order document expressly says so.

Transit estimates begin after the order has been handed to the carrier. Choosing an Express shipping service does not automatically shorten custom production time.

Delivery dates are estimates unless we expressly confirm a guaranteed service in writing. Carrier scans, customs processing, remote-area service, peak periods, and events outside reasonable control can affect delivery.

4. Shipping charges

Shipping charges are calculated according to the product, packed weight or volume, destination, service, and order value, and are displayed at checkout or stated in the applicable quotation. If the checkout displays a free Standard option, that option applies only to the qualifying order and destination shown there.

If an order requires a corrected charge because the delivery address, remote-area classification, product configuration, or shipment details were inaccurate, we will contact you before proceeding where required.

5. Taxes, duties, customs, and import requirements

Taxes, duties, customs charges, brokerage fees, and import costs will be handled as stated at checkout or in the applicable quotation or order confirmation. Do not assume that these charges are included unless this is expressly stated.

The recipient may need to provide identity, tax, importer, customs, or product information to the carrier or authority. Failure to provide required information or pay a disclosed recipient charge can delay, return, or dispose of a shipment. Any resulting costs will be allocated as permitted by law and the agreed shipping terms.

You are responsible for telling us about destination-specific packaging, labeling, documentation, or regulatory requirements before the order is accepted. We do not make a general claim that every product is compliant in every market.

6. Address accuracy and delivery attempts

You must provide a complete and accurate delivery address, contact name, phone number, email address, and any access instructions. Contact us immediately if an address is wrong. We cannot guarantee an address change after fulfillment or carrier booking begins.

Additional costs caused by an incorrect address, refused delivery, unsuccessful delivery attempt, or uncollected shipment may be charged where lawful and where the cause is outside our responsibility.

7. Split shipments

An order may ship in more than one package or from more than one facility when operationally necessary. Where practical, tracking information will identify separate shipments. A split shipment does not change the agreed product quantity or your applicable legal rights.

8. Tracking

Where tracking is available, we will send or make available the carrier name and tracking number after dispatch. Tracking may take time to update after the label is created. Contact hello@11packaging.com if tracking has not updated for an unusual period or the carrier reports a delivery problem.

9. Delay, loss, and damage

If we become aware of a material delay, we will provide the notice, revised estimate, choice, or refund required by applicable law. For United States consumer orders subject to the FTC Mail, Internet, or Telephone Order Merchandise Rule, the legally required delay and refund procedures apply.

If a parcel appears lost, damaged, tampered with, or incomplete, keep all packaging and contact us promptly with the order number, shipping label, photographs, and other reasonable evidence. Visible transit damage should preferably be reported within 7 calendar days so that carrier evidence can be preserved; this does not shorten mandatory statutory rights.

10. Contact

Shipping questions can be sent to:

Email: hello@11packaging.com
Phone / WhatsApp: +86 13771912320