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TIEN KIM

Shipping and Delivery Policy

This Shipping and Delivery Policy ("Policy") describes how TIEN KIM Industrial Marketing Corporation ships orders and outlines delivery expectations. This Policy is issued in compliance with the Internet Transactions Act of 2023 (Republic Act No. 11967).

1. Business Information

Business Address: Lot 1, Emilio Aguinaldo Highway, Anabu 1-D, City of Imus, Cavite, Imus, Philippines

Contact Email: tienkim.its@gmail.com, info@tienkim.com.ph

Contact Phone: +(63) 963-290-5303

2. Order Processing Time

Orders are processed within 24 hours of payment confirmation, excluding weekends and holidays.

Processing includes:

  • Order verification
  • Stock allocation
  • Quality inspection
  • Packaging
  • Carrier handoff

    • Orders placed after 12:00 PM on Saturday will be processed on the next business day (Monday).

    3. Shipping Regions and Fees

    We ship nationwide across the Philippines. Shipping fees are calculated based on destination, weight, and dimensional weight.

    Metro Manila (NCR):

  • Same-day dispatch for in-stock items ordered before 12:00 PM
  • Delivery: Same day (subject to traffic and weather conditions)

    • Luzon:

  • Delivery: 2-4 business days
  • Excludes Metro Manila

    • Visayas:

  • Delivery: 3-6 business days

    • Mindanao:

  • Delivery: 4-7 business days

    • Remote Areas: Additional fees may apply for specific remote locations

    4. Shipping Carriers

  • J&T Express
  • GOGO Express
  • AP Cargo

    • The customer chooses their preferred delivery carrier.

    5. Delivery Timeframes

    Delivery timeframes are estimates and depend on:

  • Carrier's standard delivery schedule
  • Destination location
  • Weather conditions
  • Holidays and weekends
  • Traffic conditions (for Metro Manila)

    • Estimated Delivery by Region:

  • Metro Manila: Same day (if ordered before 12:00 PM)
  • Luzon: 2-4 business days
  • Visayas: 3-6 business days
  • Mindanao: 4-7 business days

    • These are carrier-standard timeframes and may vary. Actual delivery time depends on the carrier's operational schedule.

    7. Tracking Information

    Once your order is shipped, you will receive:

  • An email notification with tracking number
  • Carrier name and tracking link
  • Estimated delivery date

    • You can track your order through:

  • Your account order history
  • Carrier's website using the tracking number
  • Our customer support team

    • 8. Delivery Address Requirements

    Valid Address Requirements:

  • Complete street address (no P.O. boxes)
  • Barangay and city/municipality
  • Province/region
  • Valid contact phone number
  • Recipient name

    • Address Restrictions:

  • We do not ship to P.O. boxes
  • Incorrect addresses may cause delivery delays
  • Address changes after shipment are not guaranteed

    • 9. Delivery Attempts and Failed Deliveries

    First Delivery Attempt:

  • Carrier will attempt delivery to the provided address
  • Recipient must be available to receive the package
  • Carrier may leave package at doorstep if safe (carrier discretion)

    • Failed Delivery:

  • If delivery fails, carrier will leave a notice
  • Package will be held at carrier's branch for 3-5 days
  • Customer must contact carrier to reschedule delivery
  • Return shipping fees apply if package is returned to sender

    • 10. Lost or Damaged Packages

    Lost Packages:

  • Contact us if tracking shows no movement for 5+ days
  • We will file a tracer request with the carrier
  • Carrier investigation typically takes 7-14 days
  • If confirmed lost, we will issue a refund or replacement

    • Damaged Packages:

  • Take photos of damaged item and packaging
  • Contact us within 24 hours of delivery
  • Do not discard damaged item or packaging
  • We will file a claim with the carrier
  • Refund or replacement processed based on claim outcome

    • Carrier Liability:

  • Claims are processed through the shipping carrier
  • Carrier liability is limited by their terms and conditions
  • We assist with claim filing but carrier makes final determination

    • 11. International Shipping

    We currently do not offer international shipping. All orders are shipped within the Philippines only.

    12. Bulky and Heavy Items

    Items that are bulky or heavy may have special shipping requirements:

  • Additional shipping fees may apply
  • Carrier limitations may apply to oversized items
  • Delivery timeframes may be longer
  • Special handling may be required

    • You will be notified of any additional shipping fees before order confirmation.

    13. Shipping Delays

    We are not responsible for shipping delays caused by:

  • Weather conditions (typhoons, floods)
  • Natural disasters
  • Holidays and peak seasons
  • Carrier operational issues
  • Government restrictions or lockdowns
  • Inaccurate or incomplete delivery information

    • In the event of significant delays, we will notify you and provide updated delivery estimates.

    14. Order Modifications

    Before Shipping:

  • Address changes: Contact us within 24 hours of order
  • Item additions: May be possible if order not yet processed
  • Item cancellations: Full refund if cancelled before shipping

    • After Shipping:

  • Modifications are not possible once shipped
  • Wait for delivery and initiate return if needed

    • 15. Warehouse Pickup

    Warehouse pickup is available by appointment only:

  • Must schedule pickup in advance
  • Contact us to arrange pickup time
  • Walk-in counter not yet available

    • 16. Consumer Rights

    This Policy does not limit your statutory rights as a consumer under Philippine law, including:

  • Right to receive goods within reasonable time
  • Right to goods of satisfactory quality
  • Right to redress for non-delivery or late delivery

    • For shipping disputes, you may seek assistance from:

  • Department of Trade and Industry (DTI)
  • Consumer Protection Group
  • Contact: DTI Hotline 1-800-10-DTI-2000

    • 17. Contact Information

    For shipping and delivery inquiries, please contact us at:

    Email: tienkim.its@gmail.com, info@tienkim.com.ph

    Phone: +(63) 963-290-5303

    Address: Lot 1, Emilio Aguinaldo Highway, Anabu 1-D, City of Imus, Cavite, Imus, Philippines

    Business Hours: Monday – Saturday: 8:00 AM – 5:00 PM