Shipping Policy

1. Order Processing Time

Cut-Off Time

Orders placed and paid for before 2:00 PM (Hong Kong Time / HKT) on business days (Monday – Friday) will generally be processed and shipped the same day.

Orders placed after 2:00 PM HKT, or on weekends/public holidays, will be processed the following business day.

Verification

To protect our customers from fraud, all first-time orders are subject to a verification process. This may include confirming your business registration or payment details. If verification is required, shipment may be delayed by 24–48 hours.

2. Shipping Methods & Carriers

We partner with the world's leading logistics providers to offer you flexible shipping options based on urgency and budget.

Express Couriers (Air)

• DHL Express: 2–4 Business Days (Global)
• FedEx International Priority: 2–4 Business Days
• UPS Worldwide Saver: 2–4 Business Days

Freight Forwarding

For bulk orders (e.g., palletized stock > 100kg), we work with specialized freight forwarders to offer competitive air cargo rates. Transit times vary by destination but typically range from 3–7 business days.

Use Your Own Account

If you prefer to use your own corporate shipping account (DHL/FedEx/UPS), please provide your account number to your sales representative at the time of ordering. Note: If using your own account, you are fully responsible for insurance and liability once the package is handed to the carrier.

3. Shipping Rates

Shipping costs are calculated based on:

1. Weight & Dimensions: The actual weight or volumetric weight of the package (whichever is higher).
2. Destination: The country and specific zone of delivery.
3. Service Level: Express vs. Economy.

You can view estimated shipping costs at checkout or request a quote from your account manager.

4. International Duties, Taxes & Customs

Import duties, taxes, and brokerage fees are NOT included in the product price or shipping cost.

• Buyer Responsibility: The buyer is the "Importer of Record" and is responsible for all fees levied by the destination country's customs authority.
• Customs Delays: OSMMOBILES.COM is not responsible for delays caused by customs clearance processes.
• Commercial Invoice: We provide a detailed Commercial Invoice and Packing List with every shipment to facilitate smooth clearance. If you have specific requirements for invoice declarations (e.g., HS Codes), please inform us before shipment.

5. Insurance & Liability

High-value electronics are sensitive cargo. We take every precaution to pack orders securely, but risks exist during transit.

Insurance Policy

• Standard Liability: Standard courier liability is often limited (e.g., a low amount per shipment or approx. per kg). This usually does not cover the value of mobile phones.
• Additional Insurance (Highly Recommended): We strongly recommend purchasing full transit insurance for your order. This typically costs 1.0% – 1.5% of the invoice value.
• Declining Insurance: If you choose to waive insurance, OSMMOBILES.COM is not liable for any lost, stolen, or damaged goods once the shipment has been handed over to the carrier.

6. Tracking Your Order

Once your order has been dispatched, you will receive an automated email containing your tracking number and a link to the carrier's website.

Please allow up to 12 hours for the tracking number to become active in the carrier's system.

7. Refused Shipments & Undeliverable Packages

If a shipment is refused by the receiver or returned to us due to an incorrect address provided by the customer:

1. Return Costs: The customer is responsible for the original shipping cost, the return shipping cost, and any customs fees incurred during the return.
2. Restocking Fee: A restocking fee of up to 15% may be applied to the value of the goods.
3. Refund: Any refund due will be processed only after the goods are received and inspected at our Hong Kong warehouse.

8. Warehouse Pick-Up

Local customers or those with their own agents in Hong Kong may choose to pick up orders directly from our Kwun Tong warehouse.

• Address: Flat B2, 11/F, Gee Lok Industrial Building, 34 Hung To Road, Kwun Tong.
• Appointment: Pick-ups must be scheduled at least 24 hours in advance.
• ID Required: The person picking up the order must present valid photo ID and the order confirmation number.