Shipping Policy

Last Updated: July 10, 2026

This Shipping Policy governs the production, dispatch, delivery, shipping timelines, fees, and international shipping terms for all custom sneaker products sold by 13custom Limited ("Company", "we", "us") via 13custom.com. It applies to all customers using our shopping services. By placing an order on our Site, you acknowledge that you have read, understood, and agreed to all terms specified herein.

1. Production & Pre-Dispatch Preparation

All items at 13custom are made-to-order custom sneakers and are not available as pre-made inventory. Each pair is handcrafted based on your specific selection of style, colorway, artwork, initials, or materials. Therefore, orders require a dedicated production window before shipment.

Once your order payment is verified, details are confirmed, and the custom design mockup is finalized, your pair enters our standard production workflow:

• Standard Production Time: 10–25 business days (excludes weekends, public holidays, international logistics delays, and force majeure events).

• Production Stages: Order review, pattern fitting, material prep, stitching/assembly, hand-painting/embroidery, quality audit, and custom packaging.

During peak holiday seasons, sales surges, intricate artwork requests, or studio queue backlog, production timelines may be slightly extended. We will notify you via email in advance; such extensions are considered normal workflow adjustments rather than fulfillment delays.

2. Shipping Notification & Tracking

Once your sneakers pass our strict quality inspection, they are immediately handed over to our logistics partners for international transit. On the day of dispatch, an automated shipping confirmation email containing your tracking number will be sent to the email address provided at checkout. You can monitor your shipment’s real-time progress via our official tracking page.

If you have not received a shipping notification after 14 business days, please contact customer support at cs@13custom.com to check your order status.

3. Global Delivery Timelines (Air Freight)

We offer international air shipping to most global destinations. Estimated delivery transit times (calculated after production is completed and the order is dispatched) are as follows:

• Asia: 5–10 business days

• Europe, North America & UK: 7–14 business days

• Oceania, Middle East, South America & Africa: 10–20 business days

Note: International delivery times are estimates and cannot be guaranteed, as transit may be affected by customs clearance, flight schedules, local courier processing, holiday volumes, or severe weather.

4. Shipping Rates

Shipping fees are calculated automatically at checkout based on the destination country, item weight/quantity, and selected delivery option. The final shipping cost shown on the checkout page is all-inclusive of shipping fees with zero hidden charges.

Any storewide free shipping promotions, order threshold discounts, or regional shipping offers will be applied according to campaign rules. Standard rates resume once promotions end.

5. Customs Duties, Taxes & Import Fees

All international orders may be subject to local import duties, value-added taxes (VAT), customs processing fees, and tariffs levied by the destination country's government.

• Responsibility: All customs duties and import taxes are the sole responsibility of the recipient.

• Non-refundable: These charges are legally collected by local customs authorities and are not levied by 13custom. We cannot predict, control, or reimburse these fees, nor do we accept order rejections, returns, or refund disputes due to unpaid customs charges.

6. Address Accuracy & Modifications

Customers must provide a complete, accurate, and deliverable address in English, along with a valid phone number and full recipient name. Incomplete addresses, wrong zip codes, or unreachable phone numbers will lead to customs clearance delays, failed deliveries, or returned packages.

• Address Changes: Once an order enters production, free address modifications are no longer guaranteed. Addresses cannot be modified after an order has shipped.

• Liability: Any lost shipments, failed deliveries, or return shipping costs resulting from incorrect customer-provided details will be borne solely by the customer.

7. Damaged, Lost & Exceptional Packages

If an issue occurs during transit, our handling guidelines are as follows:

• Damaged in Transit: You must contact us within 48 hours of delivery with unboxing videos, photos of the damage, and logistics labels. Upon verification with the carrier, we will arrange a remake/reshipment or provide an appropriate solution.

• Marked Delivered but Not Received: Please check with family, neighbors, building management, or local post offices first. We can assist by providing official proof of postage and filing an inquiry with the carrier.

• Customs Hold: Customers must actively cooperate with local customs authorities to provide required clearance details. Prolonged non-compliance may lead to package abandonment or destruction.

8. Undeliverable & Returned Shipments

If a package is returned to us due to any of the following reasons, the customer will be responsible for all round-trip shipping costs and processing fees. Full refunds will not be issued:

• Incorrect delivery address, recipient unavailable, or failure to collect from local post office.

• Recipient refusal of customs clearance, refusal to pay import taxes, or refusal of delivery.

• Import prohibition or confiscation by destination customs/border control authorities.

9. Force Majeure Disclaimer

We are not liable for production, shipping, or delivery delays caused by events beyond our reasonable control, including but not limited to natural disasters, war, pandemic restrictions, unexpected customs inspections, flight cancellations, courier strikes, or sudden regulatory shifts. We will exert all reasonable efforts to track your order and resume shipping as soon as conditions permit.

10. Updates to This Policy

We reserve the right to amend or update this Shipping Policy at any time without prior notice. Revisions will be posted directly on 13custom.com with an updated date. Continued use of our website or services constitutes acceptance of the latest policy terms.

11. Contact Us

For any inquiries regarding order progress, shipment tracking, or delivery anomalies, please reach out to our team:

• Company Name: 13custom Limited

• Website: 13custom.com

• Email: cs@13custom.com