Shipping & Delivery Policy

Thank you for choosing Hicome's premium intelligent outdoor custom shading systems. To ensure that your architectural-grade high-strength aluminum alloy pergolas, all-weather retractable canopies, parasols, and windproof zip track roller blinds are delivered safely and smoothly, we have established the following transparent and rigorous delivery terms. Please read them carefully before signing an official quotation or finalizing your order:

1. Order Processing & Premium Production Lead Time

• 1.1 Bespoke Engineering Dispatches: All modern outdoor architectural shading systems offered by Hicome are highly custom-made products. Each item is individually engineered, precision-cut, wiring-tested, and anti-corrosion coated in strict accordance with the dimensions, structural blueprints, specific powder-coating options, and smart motorized configurations confirmed under your signature. Consequently, immediate dispatch upon order placement is unavailable.
• 1.2 Standard Fabrication Cycle: Once an order is officially finalized and your contract deposit successfully clears our verification gateways, our manufacturing facilities will initiate fabrication protocols. The standard production lead time for core products ranges from 30 to 60 days. For oversized layouts, non-rectangular residential frameworks, or advanced engineering-intensive configurations, the lead time may be extended within a reasonable scope. Throughout the manufacturing cycle, your dedicated 1-on-1 project consultant will transmit periodic production milestones via email or WhatsApp.

2. International Cargo Transit Times & Dynamic Freight Adjustments

Leveraging our highly specialized cross-border supply chain, Hicome provides heavy-duty oversized ocean freight dispatches primarily targeting premium residential and commercial sectors throughout North America (USA) and the Middle East (UAE, Saudi Arabia, and other GCC nations).

• 2.1 Cross-Border Ocean Freight Timelines: Due to the structural physical properties of our aluminum frameworks, posts, and heavy cantilever parasol components, shipments are securely palletized or crated and transported exclusively via secure containerized ocean freight. Upon official departure from the loading port, ocean shipping transit time is estimated between 30 to 60 days. Please be advised that this timeframe is governed strictly by the real-time schedules, booking cycles, and routes enforced by international ocean liners.
• 2.2 Pre-Dispatch Real-Time Freight Adjustments: Any shipping or freight cost itemized and funded at the time of initial contract signature constitutes strictly a "Logistical Estimate" calculated under that specific week's trade conditions. At the exact junction of factory completion and immediately prior to physical container seal and dispatch, the buyer is legally required to balance the logistical variance—settling any freight deficit or receiving a credit for a market drop—based on the actual real-time pricing of the dispatch week before the factory releases the cargo line for international ocean transit.
• 2.3 Final Mile Local LTL Freight Delivery: Upon arrival of the container at the destination seaport and subsequent clearance through national customs, cargo is transferred to our trusted local Less-than-Truckload (LTL) heavy freight carriers. Actual final mile transit times are strictly dependent on the operational capacity and local scheduling of the LTL carriers within the buyer’s jurisdiction.
• 2.4 Force Majeure Logistical Disclaimers: All production and transit timelines mentioned herein represent reasonable commercial estimates based on historical logistics data; they do not constitute absolute, time-definite contractual guarantees. Cross-border heavy cargo freight is highly susceptible to external interventions outside the Company's control, including but not limited to customs intensive exams, port cavity delays, global shipping lane realignments, extreme meteorological force majeure, or labor strikes. Hicome disclaims all liabilities for structural delivery delays or monetary penalties arising from such external factors.
• 2.5 Balance Settlement as a Precondition for Dispatch Release: Once fabrication is complete and an official completion notice is issued, the customer must settle the full residual balance and the freight variance described in Section 2.2 within forty-eight (48) hours, enabling the Company to proceed with crating and international dispatch. If the customer fails to pay and fails to establish contact with a justifiable reason within seventy-two (72) hours thereafter, the order will be deemed a unilateral material breach and abandonment, permanently terminated, with all deposits and payments forfeited. For the complete governing provisions, please refer to Section 3 of our Terms and Conditions of Service and Section 4 of our Custom Orders, Quotations & Gated Finance Policy.

3. Oversized Truck Delivery & Final Mile Special Regulations

Because smart pergola structural boxes, heavy cantilever parasol kits, and wide zip screen fabrics qualify as architectural oversized items, their final mile delivery mechanisms differ significantly from standard parcel shipping. The following industrial protocols are strictly enforced:

• 3.1 Standard Curbside Delivery Service: The baseline complimentary or standard freight shipping option provided on this storefront is strictly limited to a curbside delivery service or delivery to the closest ground-level entryway accessible by a heavy freight truck. Freight drivers, under local labor laws and safety ordinances, are strictly prohibited from moving cargo up flights of stairs, carrying items into backyard properties, uncrating structural wood boxes, or executing interior placement. The buyer bears absolute responsibility for arranging adequate adult personnel or mechanical rigging equipment (e.g., forklifts) in advance to facilitate safe offloading and structural handling.
• 3.2 Delivery Appointments & 5-Day Forfeiture Rule: Once your shipment safely reaches the carrier's local destination delivery hub, the LTL carrier will interface directly with the buyer via telephone to establish a mandatory 4-hour delivery window appointment. The buyer maintains an absolute obligation to remain reachable and complete this scheduling. If the buyer remains continuously unreachable, rejects carrier communications, or fails to coordinate a delivery date within five (5) business days following the carrier's initial outreach attempt, all subsequent daily warehouse storage fees, terminal detention penalties, and re-delivery charges shall be billed exclusively to the buyer. If prolonged buyer unreachability causes the carrier to execute an abandoned return shipment, the order will be permanently terminated, and all initial deposits and balance payments shall be completely forfeited.
• 3.3 Mandatory Adult Signature: All heavy truck deliveries require a physical inspection of the outer packaging and an authorized signature executed on the carrier's paper Bill of Lading (BOL) by a legal adult (18 years of age or older). Do not execute signatures before performing an exterior visual check. If a driver leaves the location without tendering cargo due to the absence of a verified adult at the delivery site, all subsequent re-delivery overheads shall be borne entirely by the buyer.

4. Import Customs, Tariffs, and Taxation Disclosures

• 4.1 North American (USA) Market: For standard custom contracts, the final invoice calculated at checkout incorporates standard ocean carriage and entry clearance fees. However, under the regulations enforced by US Customs and Border Protection (CBP), if unannounced anti-dumping actions, retroactive classification adjustments, or tariff structural shifts trigger extraordinary duties, such exceptional fees shall be settled directly by the buyer to the customs authorities; Hicome assumes no liability for tariff re-reimbursement.
• 4.2 Middle Eastern Market (UAE, Saudi Arabia, and other GCC Nations) Taxation: Our systems are dispatched and cleared strictly based on formalized contractual selections. If your customized project contract explicitly defines a DDP (Delivered Duty Paid) Framework, the grand total settled with Hicome represents your absolute, inclusive landed cost. All sovereign import tariffs, specialized local port brokerage handling fees, and statutory regional Value Added Taxes (VAT) levied by the destination revenue authorities will be structurally managed and satisfied by Hicome internally. The buyer remains completely insulated from unexpected secondary tax demands or clearance agent collections upon cargo entry at the destination customs borders.

5. Cross-Border Order Tracking

Upon completion of custom fabrication, strict dual-layer packing, and formal dispatch of your intelligent shading framework into the international shipping lane, our digital platforms will automatically transmit a dispatch notification to your registered email. This message will contain your shipping confirmation alongside the ocean container tracking codes or heavy freight Bill of Lading (BOL) identifiers linked to official carrier tracking portals. Concurrently, your dedicated 1-1 project consultant will supply localized tracking links for the final mile LTL carriers via WhatsApp. Real-time transit data is also accessible anytime by logging into the "My Account" module on our storefront.

6. Delivery Sign-Off, 24-Hour Inspection Window & Discrepancy Claims

High-value architectural materials undergo extensive handling across maritime shipping networks and regional hubs, presenting inherent physical risks of friction or impact. To preserve your legal coverage, you must enforce a rigorous visual and physical logging protocol upon delivery:

• 6.1 Pre-Shipment Proof: To guarantee a flawless operational standard, prior to the final sealing of any custom system within its secure export crate at our mainland facilities, our quality control inspectors execute a live mechanical diagnostic, validating surface coating precision and motorized synchronization. High-definition photo evidence and live testing video streams of your precise build will be dispatched to your account prior to carrier handover. This dataset serves as our legal benchmark proving absolute factory-direct structural integrity and pristine product performance.
• 6.2 Mandatory Notes on the Bill of Lading (BOL): When the freight truck completes arrival at your designated curb, and prior to executing any signatures on the carrier’s Bill of Lading (BOL), you must perform an immediate inspection of the outer wooden crates. If you discover large-scale structural breaches or compromised palletization, you must explicitly direct the freight driver to handwrite "Damaged Receipt" directly onto the Bill of Lading (BOL) prior to your signature, and immediately capture clear photos of the annotated document.
• 6.3 Strict 24-Hour Evidence Grace Period: Because our products are large outdoor structural systems, the buyer is granted a non-negotiable 24-hour window from the precise timestamp of curbside trucking delivery to cross-reference all nested components against the Factory Packing List.
• 6.4 Oversight Remediation Boundaries: Upon structural validation of a factory omission, Hicome will immediately prioritize the custom re-fabrication and expedited dispatch of the missing component at zero cost to the client. However, as transcontinental air courier lines and international customs clearance entry nodes are bound by severe external variables, the company provides zero binding transit or arrival speed guarantees, and explicitly disclaims all liability for local contractor downtime, construction delays, framing standbys, or consequential financial damages incurred during the re-shipping phase.
• 6.5 The 24-Hour Expiration Disclaimer: Upon the passage of 24 hours from delivery execution without a verified written dispute submitted to our compliance desk, the cargo is legally and structurally recognized by all transaction networks as being 100% complete, flawless, and perfectly delivered. Any subsequent claims filed after the 24-hour mark concerning "missing hardware, deficient fasteners, or structural surface scratches" are systematically barred from zero-cost remediation. While Hicome will maintain its brand heritage by assisting the client with long-term support, all associated costs for material re-machining, engineering overhead, and expedited transcontinental freight will be settled 100% at the buyer’s exclusive expense. If the structural loss is determined to be caused by carrier transit, the buyer must strictly file a formal claim dossier within the 24-hour compliance window; Hicome will actively spearhead insurance indemnity collection against the carrier and coordinate a separate cost-price salvage plan with the client.

Last Updated: July 13, 2026