Shipping & Delivery

This Shipping & Delivery Policy explains how Tucoiva processes, ships, and delivers orders placed through our website.

By placing an order with Tucoiva, you acknowledge that you have reviewed and accepted the terms described in this policy.

1. Order Confirmation

After you place an order, you will receive an order confirmation email containing your order details.

The order confirmation email confirms that we have received your order. It does not necessarily mean that your order has been accepted, manufactured, or shipped.

Before fulfillment, we may review your order to verify:

• Product availability

• Delivery address

• Payment authorization

• Product specifications

• Customization requirements

• Shipping eligibility

• Fraud-prevention information

If additional information is required, our customer support team may contact you by email or telephone.

Tucoiva reserves the right to cancel or refuse an order where:

• The product is unavailable

• The delivery address cannot be serviced

• Payment cannot be verified

• The order appears fraudulent or unauthorized

• Product or pricing information contains an obvious error

• The order violates applicable laws or our Terms and Conditions

If we cancel an order after payment has been received, the applicable payment amount will be refunded to the original payment method.

2. Order Processing Time

Processing time refers to the period required to confirm, prepare, inspect, package, and transfer an order to the shipping carrier.

Most in-stock products are processed within approximately 1–3 business days.

Processing time does not include weekends, public holidays, estimated transportation time, customs clearance time, or carrier-related delays.

Processing may take longer during:

• Public holidays

• Promotional events

• Peak shopping seasons

• Inventory transfers

• Product inspections

• Severe weather

• High order volumes

• Unexpected warehouse disruptions

Orders placed after the daily warehouse cutoff time may begin processing on the next business day.

3. Customized and Made-to-Order Products

Certain Tucoiva products may be customized, made to order, produced according to selected specifications, or specially prepared for an individual customer.

Customized products may include products with customer-selected:

• Dimensions

• Colors

• Materials

• Finishes

• Configurations

• Functional components

• Surface options

• Other product-specific features

Customized and made-to-order products require additional production and preparation time before shipment.

Estimated production time is generally 7–20 business days, unless a different timeframe is displayed on the product page or confirmed by our customer support team.

Production times are estimates and may vary depending on:

• Product complexity

• Material availability

• Manufacturing capacity

• Quality inspections

• Customer-requested specifications

• Seasonal order volume

Estimated delivery time begins after production has been completed and the product has been transferred to the carrier.

Because customized products are manufactured or prepared according to the customer’s specifications, cancellation or modification may not be possible after production has begun.

Customers are responsible for carefully reviewing all customization details before submitting an order.

If an order contains both standard and customized products, the products may be shipped separately.

4. Warehouse Locations

Tucoiva operates through a multi-warehouse fulfillment network.

Depending on product availability, delivery location, product size, and logistics conditions, orders may be fulfilled from warehouses located in regions including:

• China

• United States

• Germany

• Poland

• Other authorized fulfillment locations

The warehouse used to fulfill an order is determined by Tucoiva based on operational efficiency and product availability.

The warehouse location shown on a product page, if any, is provided for general reference and does not guarantee that the order will be shipped from that specific warehouse.

An order may be transferred between warehouses or shipped from a different warehouse when necessary due to:

• Inventory availability

• Product configuration

• Warehouse capacity

• Delivery restrictions

• Carrier availability

• Regional logistics conditions

Customers generally cannot select the fulfillment warehouse unless this option is specifically offered during checkout.

5. Shipping Destinations

We ship to eligible addresses within the regions displayed during checkout.

Shipping availability may depend on:

• Product size and weight

• Warehouse inventory

• Delivery country or region

• Postal code

• Carrier service coverage

• Customs restrictions

• Local import regulations

Certain products may not be available for delivery to all locations.

We may be unable to ship to:

• P.O. Boxes

• APO/FPO addresses

• Military addresses

• Freight-forwarding addresses

• Remote islands

• Restricted territories

• Areas not serviced by our carriers

• Locations subject to trade or shipping restrictions

If we cannot deliver an order to the address provided, we may contact the customer to request an alternative address or cancel the affected order.

6. Shipping Methods

Shipping methods vary depending on the product’s size, weight, value, destination, and warehouse location.

Available shipping methods may include:

• Standard parcel delivery

• Express parcel delivery

• Oversized-item delivery

• Freight delivery

• Scheduled delivery

• Curbside delivery

• Threshold delivery

• Other specialized furniture delivery services

Not every shipping method is available for every product or destination.

The shipping method shown during checkout or in the shipping confirmation is the method assigned to the order.

For large furniture, delivery services generally do not include assembly, installation, unpacking, packaging removal, room-of-choice placement, stair carry, or wall mounting unless expressly stated.

7. Shipping Charges

Shipping charges, where applicable, are calculated according to factors including:

• Delivery destination

• Product dimensions

• Product weight

• Warehouse location

• Shipping method

• Carrier charges

• Remote-area surcharges

• Special handling requirements

Applicable shipping charges will normally be displayed during checkout before payment is completed.

Some products or locations may qualify for free shipping. Free shipping applies only where expressly stated and may be subject to geographic, product, or order-value limitations.

Additional charges may apply for:

• Remote-area delivery

• Address corrections

• Redelivery

• Storage

• Appointment changes

• Failed delivery attempts

• Special handling

• Stair carry

• Limited-access locations

Where an additional delivery charge becomes necessary after the order is placed, we will contact the customer before proceeding where reasonably possible.

8. Estimated Delivery Time

Estimated delivery times vary according to the fulfillment warehouse, shipping destination, shipping method, product type, and carrier.

General estimates may include:

These estimates generally apply after the order has been processed and transferred to the carrier.

Customized and made-to-order products require additional production time before shipment.

All delivery dates and timeframes are estimates only. They are not guaranteed delivery dates unless Tucoiva expressly confirms a guaranteed delivery service in writing.

Delivery may take longer due to circumstances beyond our reasonable control.

9. Delivery Delays

Delivery delays may occur due to:

• Severe weather

• Natural disasters

• Customs inspections

• Port congestion

• Carrier disruptions

• Transportation shortages

• Public holidays

• Labor disputes

• Regional restrictions

• Incorrect delivery information

• Security inspections

• High shipping volumes

• Force majeure events

Tucoiva is not responsible for delays caused by carriers, customs authorities, government agencies, or events outside our reasonable control.

Where practical, we will assist customers with obtaining available tracking or delivery information.

A delay does not automatically entitle the customer to cancel an order, refuse delivery, or receive compensation.

10. Order Tracking

Once an order has been shipped, the customer will generally receive a shipping confirmation email containing available tracking information.

Tracking information may require 24–48 hours to become active after the carrier receives the shipment.

For large furniture or freight shipments, tracking information may be limited or may be updated less frequently than standard parcel tracking.

Customers are responsible for monitoring tracking information and responding promptly to carrier communications.

A carrier’s tracking status may occasionally show a shipment as delivered shortly before the package physically arrives. Customers should allow a reasonable period and check:

• Around the delivery location

• With household members

• With neighbors

• With building management

• With the local carrier facility

If the shipment still cannot be located, the customer should contact Tucoiva promptly.

11. Multiple Packages and Split Shipments

An order may be shipped in more than one package.

This may occur when:

• A product contains multiple components

• Furniture is packed in separate cartons

• Items are fulfilled from different warehouses

• Products become available at different times

• Separate carriers are required

• Customized and standard products are included in the same order

Separate packages may have different tracking numbers and may arrive on different dates.

Receipt of only part of an order does not necessarily mean that an item is missing.

Customers should review all available tracking numbers and allow the remaining packages to complete delivery before reporting missing components.

12. Large Furniture and Freight Delivery

Large, heavy, or oversized furniture may be delivered by a freight carrier.

Freight deliveries may require:

• A scheduled delivery appointment

• A valid telephone number

• An adult recipient

• A signature

• Access for a delivery vehicle

• A clear and safe unloading area

The carrier may contact the customer by telephone, text message, or email to schedule delivery.

Customers are responsible for responding to delivery communications and being available during the scheduled delivery window.

Unless otherwise expressly stated, standard freight delivery is generally limited to curbside, driveway, building entrance, or another carrier-accessible delivery point.

The driver may not be required to:

• Bring the product inside the residence

• Carry the product upstairs

• Use an elevator

• Unpack the product

• Assemble the product

• Remove packaging

• Place the product in a specific room

Customers should arrange sufficient assistance to move large or heavy furniture after delivery.

13. Delivery Access and Product Measurements

Before ordering large furniture, customers must confirm that the product can safely pass through all required access points.

Customers should measure:

• Doorways

• Hallways

• Staircases

• Elevators

• Building entrances

• Gates

• Corners

• Ceiling heights

• Final installation space

Customers are responsible for ensuring that the delivery address can accommodate the delivery vehicle and product dimensions.

Tucoiva is not responsible where a product cannot be delivered or moved into the intended location because of:

• Narrow entrances

• Insufficient access

• Building restrictions

• Elevator limitations

• Staircase limitations

• Incorrect measurements

• Unsafe delivery conditions

Additional carrier charges resulting from access limitations may be charged to the customer.

14. Delivery Appointments

Some oversized or freight deliveries require an appointment.

The carrier may provide a delivery window rather than an exact delivery time.

Delivery windows are estimates and may change due to traffic, weather, route conditions, or earlier deliveries.

Customers must provide accurate contact information and remain available for carrier communications.

If the customer misses a scheduled appointment, additional charges may apply for:

• Redelivery

• Storage

• Rescheduling

• Return transportation

Tucoiva is not responsible for missed appointments caused by incorrect contact information or the customer’s failure to respond to the carrier.

15. Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

The shipping address should include, where applicable:

• Recipient’s full name

• Street address

• Building or apartment number

• City

• State or province

• Postal code

• Country

• Valid telephone number

Tucoiva is not responsible for delays, losses, or additional charges caused by incorrect, incomplete, or outdated address information.

16. Changing the Shipping Address

Address changes are not guaranteed after an order has been placed.

Customers should contact us immediately if an address correction is required.

We may be unable to change the address after:

• Processing has begun

• Production has begun

• A shipping label has been created

• The order has been transferred to the carrier

• The shipment has entered transit

The customer may be responsible for carrier fees associated with address correction, rerouting, redelivery, or return shipment.

For fraud-prevention reasons, we may decline requests to redirect an order to an address that differs materially from the billing or original shipping information.

17. Customs Duties, Import Taxes and Fees

Orders shipped internationally may be subject to:

• Import duties

• Customs charges

• Value-added tax

• Brokerage fees

• Local handling fees

• Other government-imposed charges

Unless expressly stated otherwise during checkout, these charges are not included in the product price or shipping fee.

The recipient is responsible for understanding and paying applicable import charges required by the destination country.

Tucoiva does not control customs assessments and cannot guarantee the amount of any duty, tax, or fee.

Customers should contact their local customs authority for further information before placing an order.

Refusing to pay customs charges does not automatically entitle the customer to a full refund.

Any return shipping, customs, storage, handling, or administrative charges arising from a refused international shipment may be deducted from the refund, where permitted by law.

18. Inspection at Delivery

Customers should inspect the shipment before accepting delivery whenever reasonably possible.

Before signing for a freight delivery, customers should check for:

• Torn packaging

• Crushed cartons

• Punctures

• Water damage

• Missing cartons

• Opened packaging

• Visible product damage

If damage is visible, the customer should:

1. Note the damage on the carrier’s delivery receipt.

2. Photograph the packaging and affected areas.

3. Retain all original packaging.

4. Contact Tucoiva within 48 hours.

Signing a delivery receipt without noting visible damage may affect our ability to submit a claim to the carrier.

Customers should not discard packaging materials until the product has been fully inspected and confirmed complete.

19. Damaged Products

If an item arrives damaged, customers must contact Tucoiva promptly and provide:

• Order number

• Description of the problem

• Photographs of the entire product

• Close-up photographs of the damage

• Photographs of the exterior packaging

• Photographs of the interior packaging

• Photographs of shipping labels

• Video evidence where reasonably requested

Damage reports should generally be submitted within 48 hours of delivery.

Customers must retain the product and all packaging while the claim is being reviewed.

Depending on the circumstances, we may offer:

• Replacement parts

• Technical assistance

• Repair guidance

• Partial replacement

• Full replacement

• Another appropriate solution

The available remedy will depend on the nature of the damage, product availability, applicable law, and our Returns and Refund Policy.

20. Missing Items or Components

If an order appears incomplete, customers should first confirm whether the remaining items are being delivered separately.

Furniture products may be divided into multiple cartons, and individual cartons may arrive at different times.

If all tracking numbers show delivered and an item or component is still missing, contact our customer support team and provide:

• Order number

• Missing item or component

• Number of packages received

• Photographs of all received cartons

• Photographs of shipping labels

• Photographs of the contents received

We may need to verify warehouse packing records and carrier delivery information before providing a resolution.

21. Lost Packages

A package is not automatically considered lost because tracking updates are delayed.

Carrier scans may be delayed during transportation, customs processing, peak seasons, or regional disruptions.

If tracking has not updated for an unusual period, customers should contact us so that we can request additional information from the carrier.

Carrier investigations may require several business days.

Tucoiva will determine the appropriate resolution after reviewing:

• Tracking information

• Proof of delivery

• Delivery address

• Carrier investigation results

• Customer-provided evidence

• Applicable legal requirements

22. Delivered but Not Received

If tracking shows that an order was delivered but the customer cannot locate it, the customer should promptly:

• Check all delivery areas

• Check entrances, porches, garages, and mailrooms

• Ask household members

• Ask neighbors

• Contact building management

• Contact the carrier

Customers should notify Tucoiva promptly if the package cannot be found.

We may request proof of non-receipt, carrier documentation, a police report, or other supporting information where fraud or theft is suspected.

Tucoiva is not responsible for theft or loss occurring after confirmed delivery to the shipping address, except where otherwise required by applicable law.

23. Failed Delivery Attempts

A delivery may fail where:

• No one is available to receive the shipment

• The address is incorrect

• The recipient cannot be contacted

• Access is restricted

• The recipient refuses delivery

• Required customs charges are unpaid

• The delivery location is unsafe

• The carrier cannot access the property

The carrier may attempt redelivery, hold the shipment for collection, return it to a terminal, place it in storage, or return it to the sender.

Customers may be responsible for fees arising from:

• Redelivery

• Storage

• Address correction

• Return transportation

• Reshipment

If a shipment is returned to Tucoiva because of a failed delivery attributable to the customer, applicable costs may be deducted from any refund.

24. Refused Deliveries

Customers should not refuse delivery solely because:

• They changed their mind

• The package arrived later than estimated

• The packaging has minor cosmetic damage

• Assembly is required

• The product is delivered in multiple cartons

Refusing delivery without prior authorization may result in additional return, storage, handling, or redelivery charges.

If a customer wishes to return an item, the customer should normally accept delivery and follow the procedures in our Returns and Refund Policy.

Where a shipment is visibly and severely damaged, the customer should document the damage and contact us immediately for instructions.

25. Risk of Loss

Risk of loss and title to purchased products pass according to the requirements of applicable law and the terms of the relevant delivery arrangement.

Where permitted by law, risk of loss may pass to the customer when the carrier confirms delivery to the address provided at checkout.

Nothing in this section limits any mandatory consumer rights that cannot legally be excluded or restricted.

26. Order Cancellation Before Shipment

Cancellation requests should be submitted as soon as possible.

Cancellation is not guaranteed after order processing, inventory allocation, customization, production, packaging, or shipment has begun.

Standard in-stock orders may be eligible for cancellation if the request is received before fulfillment begins.

Customized or made-to-order products may not be cancelled after production has started.

If an order has already shipped, it must generally be handled under our Returns and Refund Policy.

Any non-refundable carrier charges, production costs, customization costs, or other applicable fees may be deducted where permitted by law.

27. Force Majeure

Tucoiva will not be responsible for failure or delay in processing, shipping, or delivering an order where the failure or delay is caused by circumstances beyond our reasonable control.

These circumstances may include:

• Natural disasters

• Severe weather

• Fire

• Flood

• Earthquake

• Epidemic or pandemic

• War

• Civil unrest

• Government restrictions

• Customs actions

• Labor disputes

• Port closures

• Transportation interruptions

• Carrier failures

• Cybersecurity incidents

• Utility outages

• Supply-chain disruptions

We will make reasonable efforts to resume performance when circumstances permit.

28. Relationship to Other Policies

This Shipping & Delivery Policy should be read together with our:

• Returns and Refund Policy

• Warranty Policy

• Terms and Conditions

• Privacy Policy

• Shipping Guide

The Shipping Guide provides general customer assistance regarding the delivery process.

This Shipping & Delivery Policy governs the applicable shipping and delivery terms.

If there is a conflict between the Shipping Guide and this policy, this Shipping & Delivery Policy will apply, except where mandatory law provides otherwise.

29. Policy Updates

We may update this Shipping & Delivery Policy periodically to reflect changes in:

• Fulfillment operations

• Warehouse locations

• Shipping services

• Carrier requirements

• Customs procedures

• Applicable laws

• Business practices

The revised policy will become effective when posted on our website unless otherwise stated.

The version applicable to an order is generally the version published at the time the order was placed, subject to mandatory legal requirements.

30. Contact Us

For questions regarding order processing, shipping, tracking, delivery, damaged shipments, or missing packages, please contact Tucoiva Customer Support.

Website: https://www.tucoiva.com

Email: support@tucoiva.com

Contact Page: https://www.tucoiva.com/pages/contact-us

When contacting us, please include your order number and a clear description of your request.

For damaged, missing, or incomplete deliveries, please also provide photographs and any relevant tracking information so that we can assist you efficiently.