Shipping & Customs Information

1. Shipping Policy Overview

At XYOLIAN LIMITED, we are committed to delivering your orders reliably and efficiently to over 190 countries worldwide. This Shipping & Customs Information page provides comprehensive details about our shipping methods, delivery timelines, customs clearance, and applicable duties. Whether you are a retail customer or a wholesale partner, we strive to ensure that your order reaches you in perfect condition.

All orders are processed and dispatched from our warehouse in Hong Kong, a global logistics hub that enables fast and cost-effective international shipping. Please read this page carefully before placing an order, as it outlines important information regarding shipping restrictions, customs fees, and delivery responsibilities.

2. Shipping Methods & Delivery Times

We partner with leading international carriers, including DHL Express, FedEx, UPS, and Hong Kong Post, to offer a range of shipping options tailored to your needs. The available methods and estimated delivery times are calculated at checkout based on your destination and selected service.

Service Level	Estimated Delivery Time	Tracking	Best For
Express (Courier)	2 – 5 business days	Full tracking with signature	Time-sensitive orders, wholesale shipments
Standard (E-Packet / Registered Air Mail)	7 – 15 business days	Basic tracking (not always real-time)	Retail orders, non-urgent deliveries
Economy (Surface / Freight)	20 – 45 business days	Limited or no tracking	Bulk wholesale orders, non-urgent large shipments

Note: Delivery times are estimates and not guaranteed. Actual delivery may vary due to customs processing, weather conditions, carrier operational issues, or public holidays. We advise placing orders well in advance for time-sensitive events.

3. Shipping Costs

Shipping costs are calculated dynamically at checkout based on the following factors:

Destination country – regional rates and carrier availability.
Weight and dimensions – volumetric weight may apply for bulky items such as humidors and gift sets.
Selected shipping method – express services cost more but offer faster delivery and enhanced tracking.
Insurance – optional shipping insurance is available for high-value orders at a small fee (recommended).

For wholesale orders exceeding a certain value, we may offer subsidized or free shipping as part of your negotiated agreement. Please contact our B2B team for customized logistics solutions.

4. Order Processing & Dispatch

Orders are processed and packed within 1 to 3 business days after order confirmation (excluding weekends and Hong Kong public holidays). During peak seasons or promotional periods, processing may take slightly longer. You will receive a shipping confirmation email containing your tracking number once your parcel is handed over to the carrier.

For wholesale bulk orders, dispatch timelines are arranged individually and will be communicated separately. We carefully inspect all items before packing to ensure they meet our quality standards.

5. Customs, Duties, and Import Taxes

a. Responsibility for Customs Fees

All international shipments are sent on a DDU (Delivery Duty Unpaid) or DAP (Delivered at Place) basis unless otherwise agreed. This means that you, as the buyer, are the importer of record and are solely responsible for any customs duties, import taxes, VAT, brokerage fees, or other charges levied by your country’s customs authority. These fees are not included in the product price or shipping cost paid at checkout.

We recommend that you check with your local customs office for an estimate of applicable duties and taxes before placing an order. Customs policies vary widely by country, and we have no control over these charges.

b. Customs Clearance Process

To facilitate smooth clearance, we include a commercial invoice with every shipment that accurately declares the contents, value, and country of origin. We comply with all international shipping regulations and provide the necessary documentation. However, customs clearance procedures are determined by the destination country, and delays may occur due to inspections, documentation requests, or backlogs. We are not responsible for such delays.

c. Undelivered Shipments Due to Customs Rejection

If a shipment is refused by customs or held beyond the storage period due to failure to pay duties, provide additional documentation, or because the item is prohibited in your country, the package may be abandoned or destroyed by customs. In such cases, no refund or reshipment will be issued, as the failure to clear customs is the sole responsibility of the buyer. We strongly advise verifying import regulations for our product categories (cigarette/cigar accessories, lighters, humidors) before ordering.

6. Restricted Destinations & Trade Sanctions

Important Trade Compliance Notice: We strictly comply with all applicable international trade embargoes, sanctions, and export control laws. We do not accept orders from, or ship to, the following countries and territories:

Burundi, Cuba, North Korea, Sudan, Afghanistan, Belarus, Libya, Myanmar, South Sudan, Iraq, Somalia, Syria, Ukraine, Venezuela, Yemen, Iran, Russia

This list is subject to change based on updates to sanctions regimes. If you attempt to place an order from a restricted location, your order will be automatically cancelled and refunded, less any non-refundable payment gateway fees. We also reserve the right to screen orders against government-issued restricted party lists and may request additional identification or business verification for wholesale orders.

7. Special Note for Torch Lighters & Jet Flame Lighters

⚠️ Air Transport Safety Requirement: All torch lighters, jet flame lighters, and multi-purpose lighters are shipped completely empty of butane gas to comply with international aviation safety regulations (IATA DGR). The fuel tank is purged and sealed before dispatch. Butane gas is not included.

Please fill your lighter with high-quality butane gas before first use. We are not liable for any damage, malfunction, or personal injury resulting from improper filling, use of unsuitable gas, or failure to follow the manufacturer’s instructions. For returns, ensure the lighter is fully emptied of any residual gas before shipping back to us.

8. Address Accuracy & Delivery Issues

a. Correct Address

You are responsible for providing a complete and accurate shipping address at checkout. We recommend using a business address or a secure location where someone can sign for the package. Once an order is dispatched, we cannot change the delivery address. If you provide an incorrect address and the shipment is returned to us, you will be responsible for the return shipping costs and any re-shipping fees to send it to the correct address.

b. Failed Delivery Attempts

If the carrier makes delivery attempts and is unable to deliver the package (e.g., no one available to sign, unclaimed at the post office), the parcel may be returned to us. In such cases, we will contact you to arrange re-delivery at an additional cost. If you do not respond within a reasonable time, the order may be refunded minus all shipping and handling fees.

c. Tracking and Updates

You will receive a tracking number via email as soon as your order is shipped. Please track your shipment using the carrier’s online portal. If you notice no movement for more than 5 business days (for express) or 10 business days (for standard), please contact us at info@hnmjmi.com so we can initiate an inquiry with the carrier.

9. Lost, Damaged, or Stolen Shipments

We take great care in packaging your items to withstand the rigors of international transit. However, unforeseen events can occur. Our policy is as follows:

Insurance: We strongly recommend purchasing shipping insurance at checkout, especially for orders exceeding $100 in value. If you purchase insurance, we will assist you in filing a claim with the carrier for lost or damaged packages.
Without Insurance: If you decline insurance, we are not responsible for loss, theft, or damage that occurs after the shipment is handed over to the carrier. Title and risk of loss pass to you upon delivery to the carrier.
Reporting Damage: If your package arrives visibly damaged, please take photos of the outer packaging and the contents before opening, and contact us immediately. We will work with you and the carrier to resolve the issue, but compensation is subject to the carrier’s claim process.

10. Wholesale & Bulk Shipping

For wholesale customers, we offer tailored shipping arrangements:

Consolidated shipping for large orders can reduce per-unit freight costs.
We provide proforma invoices and all necessary export documentation for customs.
If you have a preferred freight forwarder or shipping account, we can accommodate that arrangement.
Delivery timelines for bulk orders are negotiated individually, depending on order volume, production status, and shipping mode (air freight vs. sea freight).

Please contact our B2B team at info@hnmjmi.com for a customized shipping quote for your wholesale order.

11. Customs Documentation and Compliance

We accurately declare the product value, description, and HS code on all customs forms. For our product categories, common HS codes include:

Cigarette/Cigar holders and mouthpieces: HS 9614.00 (Pipes, cigar and cigarette holders, and parts thereof)
Lighters: HS 9613.10 (Pocket lighters, gas-fuelled, non-refillable)
Humidors and cases: HS 4420.90 (Wooden articles) or HS 4202.32 (Leather cases)

We do not falsify invoices or undervalue goods. Any attempt to request misdeclaration will be rejected, and the order may be cancelled. We cooperate fully with customs authorities to ensure legal compliance.

12. Contact for Shipping & Customs Inquiries

If you have any questions about shipping, customs, or your order delivery, please do not hesitate to reach out to our support team. We are here to help.

Company Name: XYOLIAN LIMITED

Warehouse & Return Address: FLAT E15 10/F WONG KING INDUSTRIAL BUILDING 2-4 TAI YAU STREET SAN PO KONG KL

Email Support: info@hnmjmi.com

Shipping Department: For order-specific tracking or dispatch queries, please include your order number in the subject line.

This Shipping & Customs Information was last updated on August 31, 2026. We reserve the right to modify this policy at any time. Changes will be posted on this page with an updated effective date.