Shipping policy
Last updated: 11 September 2026
W3 Industries ships industrial parts and equipment to customers in Singapore and internationally. This Shipping Policy explains our order processing, shipping, delivery and international shipping arrangements.
By placing an order with us, you agree to the shipping terms set out below together with our Terms & Conditions and other applicable policies.
1. Order Processing
Orders are generally prepared and dispatched within 1–3 business days after payment has been received and cleared.
Processing times may vary depending on the product, order quantity, packaging requirements, product size or weight, and any additional preparation required before shipment.
Certain large, heavy, fragile or specialised products may require additional preparation time. Where applicable, this may be stated on the product page or communicated to the customer.
Processing time refers to the time required to prepare an order for dispatch and does not include the carrier's delivery transit time.
2. Same Day Dispatch
Eligible products may offer Same Day Dispatch as an optional service.
To qualify, the order must be placed and payment successfully received before 2:00 PM Singapore Time (SGT) on an applicable business day, unless otherwise stated.
Same Day Dispatch means that we will make reasonable efforts to hand the eligible order over for shipment on the same business day.
Same Day Dispatch does not mean Same Day Delivery. Delivery times vary depending on the destination, courier service, customs clearance and other factors.
Orders placed after the applicable cut-off time will generally be processed on the next business day.
Same Day Dispatch may not be available for products requiring special packaging, handling, preparation or freight arrangements.
3. Shipping Methods
We primarily use established international courier and logistics providers, including FedEx, for our shipments.
The carrier and shipping service used may vary depending on the destination, size and weight of the shipment, product type and other logistical requirements.
For large, heavy or specialised equipment, freight or alternative shipping arrangements may be required.
4. Estimated Delivery Times
Once an order has been dispatched, typical estimated transit times are:
- Singapore: 1–2 business days
- United States: 3–5 business days
- Europe & United Kingdom: 3–5 business days
- Other international destinations: Delivery times vary depending on destination and shipping service.
These transit times are estimates only and are not guaranteed.
Orders may arrive earlier or later than estimated due to customs clearance, carrier delays, public holidays, weather, regulatory inspections, remote delivery locations or other circumstances outside our reasonable control.
Any estimated delivery time is calculated separately from our order processing time.
5. International Shipping
We ship to customers worldwide, subject to applicable shipping, export, import and trade restrictions.
Availability of shipping to a particular country or territory may depend on the product, destination, applicable regulations and carrier availability.
If your destination is not available through our website, please contact us. We may be able to provide a separate shipping quotation or arrange an alternative shipping method.
We reserve the right to decline or cancel an order where we are unable to lawfully or reasonably ship the product to the requested destination.
6. Delivered Duty Paid (DDP)
Unless otherwise stated, our standard international pricing is based on Delivered Duty Paid (DDP) shipping.
Where DDP applies, the shipping charges and applicable import duties and taxes arranged by us are included in the price charged to the customer.
This is intended to provide customers with greater certainty over the total cost of their purchase and reduce unexpected import charges upon delivery.
DDP arrangements may not be available for every product, destination or transaction. Where DDP cannot reasonably be provided, we will contact the customer regarding an alternative shipping arrangement.
7. Customs Clearance
International shipments may be subject to customs clearance and other import formalities in the destination country.
Even where an order is shipped on a DDP basis, the recipient may be required by the carrier, customs authority or other relevant authority to provide information or documentation for clearance purposes.
This may include identification, tax or registration information, import permits, end-use information or other documentation required under local law.
Customers are responsible for providing accurate information and reasonable assistance necessary to complete customs clearance.
Customs processing times are outside our control and may affect the estimated delivery date.
8. Failure to Cooperate With Customs or Delivery
Customers are responsible for responding to reasonable requests from the carrier, customs authorities or W3 Industries where information or documentation is required to complete customs clearance or delivery.
If a shipment cannot be delivered because the customer:
- refuses to provide required information or documentation;
- refuses to cooperate with customs clearance;
- refuses delivery without reasonable cause;
- provides incorrect or incomplete delivery information; or
- otherwise prevents the shipment from being cleared or delivered,
the shipment may be returned, abandoned, stored or otherwise handled in accordance with the carrier's or customs authority's procedures.
Any additional shipping, return, storage, customs, brokerage, disposal or related costs arising from such circumstances may be charged to or deducted from amounts otherwise refundable to the customer, to the extent permitted by applicable law.
A refund is not automatically due where delivery fails because of the customer's failure to fulfil their customs or delivery obligations. Any refund, where applicable, will be assessed after accounting for costs incurred and the condition and recovery of the goods.
I prefer this over an absolute “if the buyer fails to pay import charges, no refund” clause. Since you're now operating primarily on DDP, the issue is more likely to be a buyer refusing to provide documentation or cooperate with clearance rather than simply refusing to pay duty.
9. Customer-Arranged Shipping
Customers may request to use their own courier, freight forwarder or shipping account.
Please contact us before placing your order if you would like to arrange your own shipping.
Where customer-arranged shipping is approved, we may provide a revised quotation excluding the shipping and applicable import-related charges that would otherwise have been included in our standard price.
The customer is responsible for providing the necessary shipping instructions, account information and documentation required for their nominated carrier.
Unless otherwise agreed in writing, once the goods have been handed over to the customer's nominated carrier or freight forwarder, responsibility for the transportation arrangements and associated shipping and import charges rests with the customer.
10. Shipping Costs
For orders shipped using our standard shipping arrangement, applicable shipping charges will be included in the price or otherwise shown before the customer completes the purchase.
Shipping costs may vary depending on the product, destination, shipment size and weight, carrier and service required.
Where a separate shipping quotation is required, the applicable shipping cost will be communicated before the order is confirmed.
11. Delivery Address
Customers are responsible for providing a complete and accurate delivery address and contact information when placing an order.
Please contact us as soon as possible if you discover an error in your delivery information.
We cannot guarantee that a delivery address can be changed once an order has been dispatched.
Additional costs resulting from an incorrect or incomplete address supplied by the customer may be charged to the customer to the extent permitted by applicable law.
12. Tracking Information
Where tracking is available, shipment tracking information will generally be provided after the order has been dispatched.
Tracking information is supplied by the carrier and may take some time to update after the shipment has been collected.
13. Delayed Shipments
Once a shipment has been handed over to the carrier, transportation and customs processing are subject to factors that may be outside our reasonable control.
We will make reasonable efforts to assist customers in investigating significantly delayed shipments, but estimated delivery dates are not guaranteed.
W3 Industries is not responsible for losses resulting solely from delivery delays caused by carriers, customs authorities or other circumstances beyond our reasonable control, subject always to applicable law and our Terms & Conditions.
14. Lost Shipments
If tracking indicates that a shipment may have been lost in transit, please contact us so that we can investigate the shipment with the carrier.
Carrier investigations may require time to complete.
Where a shipment arranged by W3 Industries is confirmed by the carrier as lost, we will work with the customer to determine the appropriate resolution, which may include replacement where available or a refund, subject to the circumstances of the shipment and applicable law.
15. Damaged Shipments
If an order arrives with visible shipping damage, please photograph the condition of the package before opening it where reasonably possible.
Please retain:
- the product;
- the original shipping carton or packaging;
- internal packaging materials; and
- shipping labels.
Contact us as soon as reasonably possible and provide photographs of the packaging and product so that we can assess the issue and, where appropriate, submit a claim with the carrier.
Please do not dispose of the packaging or damaged product until we confirm that it is no longer required for inspection or a carrier claim.
16. Customer-Arranged Shipments: Loss or Damage
Where the customer has arranged transportation using their own courier, freight forwarder or shipping account, claims for loss, damage or delay during transportation should generally be made directly with the customer's nominated carrier.
We will provide reasonable assistance with relevant shipment documentation where available.
17. Export and Shipping Restrictions
Certain products may be subject to export controls, sanctions, import restrictions or other regulatory requirements.
We reserve the right to request information concerning the purchaser, recipient, end user, destination or intended use where reasonably required for compliance purposes.
We may refuse, suspend or cancel an order where we reasonably believe that shipment may violate applicable law, regulation, sanctions or trade restrictions.
Where an order is cancelled by us for compliance reasons and the goods have not been dispatched, amounts paid for the affected goods will generally be refunded unless prohibited by applicable law.
18. Returns
Shipping-related return requests are subject to our Returns & Refunds Policy.
Please do not return a shipment without first contacting us and receiving return instructions.
Original shipping charges, duties, taxes and other logistics-related costs may be non-refundable in accordance with our Returns & Refunds Policy and applicable law.
19. Contact Us
If you have questions regarding shipping, delivery, international orders or customer-arranged shipping, please contact us through our Contact Us page.
For products or destinations requiring a separate shipping quotation, please submit a Request for Quote.