Shipping & Delivery Policy

1. Where we deliver

We deliver within Vietnam, Cambodia and Japan, and quote internationally on request via the Global storefront. Delivery-quote-only zones: Japan remote islands (Ryukyu Islands south of Okinawa main, Ogasawara), Cambodia provinces without carrier coverage (currently: Mondulkiri, Ratanakiri, Preah Vihear — confirm at checkout). We will tell you before confirming.

2. How delivery is charged

Delivery is charged by weight and destination zone and shown before you confirm payment, or provided as a written quotation for large orders. Because many Goods are heavy or bulky, large orders may ship as freight or pallet consignments quoted individually ("Request a delivery quote"). Delivery rates are calculated at checkout by weight and destination zone; freight/pallet consignments are quoted individually. A promotional free-delivery threshold, if any, will be shown at checkout. Any duties/taxes for cross-border orders are additional (§6).

3. Processing and lead times

Orders are typically dispatched within 2 business days of confirmed payment (or, for credit accounts, order confirmation). Estimated transit:

These are estimates, not guarantees; we are not liable for delays outside our control (weather, customs, carrier or force-majeure events). Quote-only and special-order Goods have lead times stated in the Quotation.

4. Carriers

We use reputable carriers per Market — carrier partners announced when your order is confirmed (updated as contracts are signed) — and a specialist logistics provider for heavy freight. We may choose the carrier unless we agree otherwise in writing.

5. Delivery, inspection and risk

Please inspect Goods on delivery. Record any visible damage or shortage on the carrier's proof of delivery and tell us within 72 hours (see the Returns Policy). Risk of loss or damage passes to you on delivery to you or your nominated address/carrier; title passes on full payment for those Goods (Terms of Sale §12; retention of title takes third-party effect only from registration/perfection where applicable). Someone must be available to receive the Goods and, for heavy freight, to help unload. Please give accurate delivery details and access information; failed deliveries or refused consignments may incur re-delivery or storage charges, and repeated failures may lead us to cancel and refund less those costs.

6. Cross-border orders (Cambodia / Japan / international)

Default Incoterm for all cross-border shipments: Incoterms 2020 DAP (Delivered At Place). Under DAP:

• You are the importer of record in the destination country.
• Import duties, VAT / consumption tax / JCT, and customs-clearance fees are payable by you to the destination customs authority or carrier at or before delivery.
• We estimate applicable rates at checkout where possible, but the final amount is set by the destination customs authority and may differ.
• We handle export documentation and export customs clearance from Vietnam.

Customs inspection may delay delivery; such delays are outside our control. We do not sell DDP by default. If DDP is required for a specific order, request a bespoke quotation.

7. Dangerous/heavy goods handling

Some Goods are heavy or require careful handling. Follow any handling and storage guidance supplied. Keep abrasive and welding Goods dry and within any stated shelf life.

• E7018 low-hydrogen electrodes: store in the original sealed container. Once the seal is broken, re-bake per the manufacturer's instructions (typically 260–430 °C for 1 hour, depending on brand) before use. Failure to re-bake may cause weld porosity and hydrogen-induced cracking.
• Abrasive discs: store flat in dry conditions. Do not use past any stated shelf life.
• Strapping / lashing: protect from UV and heat; inspect for cuts, abrasion or heat damage before each use.

8. Safety Data Sheets (SDS)

Safety Data Sheets are available on request for welding consumables and any silica-containing abrasives, per applicable safety-regulation duties (Vietnam TCVN 5507 / GHS-based obligations in Japan and Cambodia). Contact [support@lumenharu.com] with the SKU code.

9. Tracking, delays and lost parcels

We provide tracking where the carrier supports it. If your Order is late, appears lost, or arrives damaged, contact [support@lumenharu.com] with your Order number and we will investigate with the carrier and put it right under this Policy and the Returns Policy.

10. Contact

[support@lumenharu.com] · LUMEN HARU, Phòng 3.03, Lầu 3, Tòa nhà St. Moritz, 1014 Phạm Văn Đồng, Phường Hiệp Bình, TP. Hồ Chí Minh, Vietnam · +84 938 317 839 · hours Mon–Fri 08:00–18:00 ICT (GMT+7).