Shipping policy

Last updated: August 2, 2026

This Shipping Policy explains where TissueMotif currently ships, how orders are prepared, and the estimated time required for production and delivery.

Because many TissueMotif products are customized using customer-submitted logos, artwork, colors, sizes, and quantities, production time is separate from shipping transit time.

Countries We Currently Ship To

TissueMotif currently ships to:

• United States
• United Kingdom
• Canada
• Australia

Shipping availability may depend on the delivery address, postal code, carrier coverage, product size, and order quantity.

Some remote locations, islands, military addresses, overseas territories, or restricted postal areas may require additional delivery time or may not be available at checkout.

Order Processing and Production

Custom tissue paper is produced according to the options and artwork submitted with the order.

Estimated production time:

7–12 business days

Production normally begins after:

• Payment has been successfully received
• The required customization details have been submitted
• Suitable artwork has been provided
• Any required artwork questions or order details have been resolved

If we need a clearer artwork file, corrected information, or customer confirmation, production may be delayed until the required response is received.

Business days do not include Saturdays, Sundays, or public holidays.

Estimated Shipping Times

The following estimates begin after the order has completed production and has been handed to the carrier.

Remote locations may require approximately 3–7 additional business days.

These estimates are not guaranteed delivery dates.

Estimated Total Delivery Time

Estimated total delivery time includes both production and shipping.

The total delivery period begins after the order is placed and all required artwork and customization information has been received.

Orders needed for an event, launch, holiday, promotion, or other fixed date should be placed well in advance.

Shipping Charges

Available shipping charges are displayed or calculated during checkout.

Shipping costs may depend on:

• Destination country
• Postal code
• Package weight
• Package dimensions
• Product quantity
• Selected delivery service

A shipping method displayed during checkout does not include production time unless expressly stated otherwise.

Order Tracking

Where tracking is available, a shipping confirmation containing the tracking number will be sent after the order has been dispatched.

Tracking information may require several business days to update after the shipping label is created.

Some international shipments may be transferred to a local postal service or delivery partner for final delivery. In these cases, tracking updates may appear on more than one carrier website.

Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address.

Please check:

• Recipient name
• Street address
• Apartment, suite, or unit number
• City
• State, province, or region
• Postal code
• Country
• Telephone number

Contact us immediately if an address needs to be corrected.

We cannot guarantee that an address can be changed after production or shipping arrangements have begun.

TissueMotif is not responsible for delays, failed delivery, or additional charges caused by an incorrect or incomplete address supplied by the customer.

Customs Duties and Import Taxes

International orders may be subject to import duties, taxes, customs charges, brokerage fees, or handling fees imposed by the destination country.

Unless checkout expressly states that duties and taxes have been prepaid, these charges are the responsibility of the recipient.

TissueMotif does not control the amount charged by customs authorities and cannot guarantee whether a shipment will incur additional fees.

Customers are responsible for checking the import rules and possible charges applicable in their destination country before ordering.

Customs Clearance

International orders may be inspected or held by customs authorities.

Customs clearance time is not included in our standard delivery estimates. Delays may occur when customs authorities require:

• Additional documentation
• Import duties or taxes
• Recipient identification
• Product information
• Address confirmation
• Further inspection

Customers should respond promptly to requests from the carrier or customs authority.

Failure to provide requested information or pay applicable charges may result in delay, return, abandonment, or disposal of the shipment.

Shipping Delays

Delivery may be affected by circumstances outside our direct control, including:

• Customs inspections
• Carrier backlogs
• Flight or transportation delays
• Severe weather
• Public holidays
• Peak shopping periods
• Incorrect addresses
• Remote delivery locations
• Local postal disruptions
• Government restrictions
• Natural disasters
• Other events beyond reasonable control

A delay beyond the estimated delivery period does not automatically mean that the package is lost.

Please contact us if tracking has not updated for an extended period or if the shipment is substantially beyond the estimated delivery period.

Split Shipments

Large orders or orders containing different products may be shipped in more than one package.

When an order is divided into multiple shipments:

• Packages may arrive on different dates
• More than one tracking number may be provided
• A partial delivery does not necessarily mean that items are missing

Delivered but Not Received

If tracking shows that a package has been delivered but you cannot locate it, please:

1. Confirm that the shipping address is correct.
2. Check entrances, mailrooms, reception areas, and safe delivery locations.
3. Ask household members, neighbors, or building staff.
4. Contact the local delivery carrier.
5. Contact TissueMotif if the package still cannot be located.

Carrier investigations may require additional time and documentation.

Lost Packages

A package is not considered lost solely because tracking updates are delayed.

When a carrier confirms that a shipment has been lost, we will review the order and determine an appropriate resolution, which may include replacement or refund according to the circumstances and our Refund Policy.

Customers must provide any information reasonably required for the carrier investigation.

Damaged Packages

Please inspect the order after delivery.

If the package or products arrive damaged, contact us as soon as possible and provide:

• Order number
• Description of the damage
• Photographs of the affected products
• Photographs of the external packaging
• Photographs of the shipping label
• Quantity affected

Please keep the products and original packaging until the claim has been reviewed.

Approved resolutions are handled according to our Refund Policy.

Undeliverable or Refused Shipments

A shipment may be returned, abandoned, or destroyed when:

• The address is incorrect or incomplete
• Delivery is repeatedly unsuccessful
• The recipient refuses the package
• Customs duties or taxes are not paid
• The recipient does not respond to the carrier
• The shipment is not collected from a pickup location

If a package is returned because of customer-provided address information, refusal, unpaid charges, or failure to collect the shipment, additional shipping costs may apply.

Original shipping charges and customs-related fees may not be refundable.

Customized products returned as undeliverable are not automatically eligible for a refund because they were produced specifically for the customer.

Changes and Cancellations

Contact us immediately if you need to change or cancel an order.

Changes may be possible before artwork preparation or production begins.

Once a customized order has entered production, cancellation or modification may no longer be available.

Once an order has shipped, it cannot normally be cancelled or redirected.

Contact Us

For questions about shipping, tracking, delivery, or an existing order, contact:

TissueMotif
Website: TissueMotif.com
Email: info@TissueMotif.com
Phone: +86 180 8709 6471

Customer support hours:
Monday–Friday, 9:30 AM–5:30 PM China Standard Time (UTC+8), excluding public holidays.

Please include your order number when contacting us about an existing order.