Shipping & Delivery

Dispatch is not delivery

These are two different clocks, and we quote them separately. Dispatch time is how long the supplier takes to pick, pack and hand your parcel to a carrier after we pass the order on. Delivery time is how long the carrier then takes to reach you, and it starts only once the parcel is actually moving.

Our dispatch confirmation email is the moment the second clock starts. Until it arrives, your order has not been accepted and nothing has left a warehouse.

Business days, Monday to Friday, excluding US public holidays and any holiday period the supplier or carrier observes. Estimates are estimates: they are what the carrier has told us, not a date we can guarantee.

Who ships, and from where

We are a dropshipping shop. Orders are fulfilled by our supplier, CJ Dropshipping, from its own warehouses — dispatch locations include [FILL: dispatch locations]. We do not inspect parcels before they go out, and we cannot add a note, gift-wrap an order, or repack it in our own materials.

• Split parcels. Items in one order can sit in different warehouses. They may ship on different days and arrive separately, each with its own tracking number. A parcel arriving without another item from the same order is usually not a missing item — check your other tracking numbers first.
• Supplier packaging. Your parcel is packed in the supplier’s materials, so it may not carry our name, may include the supplier’s own paperwork or marketing insert, and may look like a marketplace parcel. This is normal.
• One contract. Whatever the packaging says, your contract is with 3rd Eye Supply. Come to us with any problem and we will deal with the supplier on your behalf.

Tracking

Tracking numbers are sent in the dispatch confirmation, one per parcel. Some economy lanes are only part-scanned: a number may show nothing for the first few days, then jump, and the last scan can be the final one you see before the parcel appears. Tracking that has gone quiet is not proof that a parcel is lost.

If there has been no movement at all for [FILL: tracking stall window], write to support@3rdeyesupply.com with your order number and we will open a trace with the carrier and the supplier.

Import VAT, duty and customs

Because goods are shipped from outside the European Union, most EU deliveries are imports. Import VAT, customs duty and any carrier handling fee are the buyer’s responsibility unless they are collected at checkout. Where we do collect them, they appear as a separate, itemised line before you pay. Where checkout does not collect them, they have not been paid, and the border will ask for them.

• The charge is normally raised by your national customs authority and collected by the delivering carrier — sometimes before delivery, sometimes on the doorstep, sometimes with a handling fee on top.
• The amount depends on your country’s rules and the value of the parcel. We cannot calculate it in advance and we cannot pay it for you.
• We do not under-declare value, mark parcels as gifts, or describe goods as something they are not. Asking us to will get a polite no — it is a customs offence, and it exposes you as the importer of record.
• If you refuse a parcel to avoid import charges, the carrier returns or abandons it. We refund what comes back to us, less the outbound shipping and any return or disposal cost the carrier charges us.
• Customs can hold a parcel for inspection. That is outside our control and the carrier’s, and it does not count against the delivery estimate.

Addresses, and parcels that come back

Check the address at checkout — it is passed to the supplier exactly as you typed it, and it cannot always be changed after dispatch. If you spot a mistake, email support@3rdeyesupply.com immediately; we will try to intercept, but we cannot promise it.

A parcel returned to the supplier as undeliverable or unclaimed is refunded once it arrives back, less the shipping that was actually spent. If you would rather have it sent again, we will quote the second shipping cost before doing anything.

Lost, damaged or held

Tell us within [FILL: reporting window] of the expected delivery date, or of the delivery itself if it arrived damaged. Send your order number, a photograph of the parcel and its label, and a photograph of the damage. We will open a claim with the carrier and the supplier, and either replace the item or refund it — whichever you prefer — while the claim is running.

What we cannot promise

• A guaranteed delivery date, a timed delivery slot, or weekend and holiday delivery.
• That every item in an order travels together, or that all parcels are tracked end to end.
• That a carrier will not change its own route, fee or handling practice mid-journey.
• That peak seasons — late November through December, and any customs disruption — will run to the usual estimates.

Shipping costs and destinations

Shipping is calculated at checkout from the destination, the weight and the number of parcels the supplier will use, and is shown before you pay — never added afterwards. We currently ship to the United States and the European Union; [FILL: excluded or restricted destinations]. If checkout will not accept your address, we cannot currently deliver there, and we would rather say so than take an order we cannot fulfil.

Questions

Write to support@3rdeyesupply.com with your order number in the subject line. The Contact page explains what to include and when to expect a reply; Terms of Sale covers the contract itself; Returns & Refunds covers sending something back.