Shipping policy

This Shipping Policy applies to all orders placed on www.m2-retail.eu, covering order processing time, global shipping transit times, shipping charges, delivery restrictions, cargo damage insurance claims, large furniture delivery rules, address modification, customs clearance documents and overseas warehouse self-pickup terms.

1. Order Handling & Production Lead Time

In-stock items: We will arrange shipment within 1–3 business days after payment confirmation, excluding public holidays.

Custom out-of-stock orders:

Small orders with quantity less than 3 sets: 13–16 working days for production

Full store turnkey custom projects: 25–30 working days for production

You may email us your product list and order quantity to get an accurate production schedule.

2. Global Shipping Transit Time

We offer air, truck and sea shipping solutions based on your demands. Estimated transit durations are listed below:

Air freight: 9–15 working days

Sea freight to Southeast Asia: 1–3 weeks

Sea freight to West Asia & Oceania: 3–6 weeks

Sea freight to EU, USA, Canada & Africa: 7–10 weeks
Exact delivery time will be displayed on the checkout page after you fill in your city and postal code. You can also send your full delivery address to us for a precise timeline. All shipping durations are estimated only, and delays caused by bad weather, customs inspection or carrier force majeure are beyond our control.
Once your order is dispatched from warehouse, an automated shipping notification with tracking number will be sent to your registered email within 24 hours. Real-time tracking information is available via the link attached in the notification email.

3. Shipping Cost & Tax Terms

All applicable customs duties and VAT are covered under corresponding delivery terms with no hidden extra charges upon receipt:
  1. Most areas of Australia and Southeast Asian countries: Free curbside door-to-door delivery with all taxes included.
  2. Local warehouse shipments to major African countries: Tax-inclusive free delivery service.
  3. EU, USA, Canada, New Zealand and West Asia: Free shipping only to designated seaports. Door-to-door delivery fees will be calculated and displayed on checkout after you submit your complete address. You may also send your product list and delivery address to us for a customized shipping quotation.

 

4. Undeliverable Regions for Door-to-Door Service

Door-to-door delivery is not available for the following territories; self-pickup from our local overseas warehouse is the only option:
  • United States: Puerto Rico, Hawaii, Alaska
  • Australia: Northern Territory, Western Australia

 

5. Cargo Receipt & Insurance Claim Rules

All shipments from M2 Retail are fully covered by cargo insurance. Please strictly follow the two-step inspection process within 24 hours upon receipt to successfully claim compensation for damaged goods.

Step 1: Complete full inspection before signing the Bill of Lading

Do not sign the delivery receipt without thorough inspection:
  1. Check the outer wooden packing for dents, cracks and breakages, and take photos as evidence.
  2. Unpack the wooden crate from the top with tools to check for hidden internal damage.

Step 2: Record damage details on the delivery document and notify us promptly

If you find broken, scratched or missing goods:
  1. Write clear records of all damage and shortages directly on the Bill of Lading and obtain the driver’s signature;
  2. Take complete photos or videos as proof and contact us at info@m2-retail.com within 24 hours. Our team will submit insurance claims and provide a solution in accordance with our Return & Refund Policy.
You have the full legal right to finish inspection regardless of the delivery driver’s schedule reminder. Our commercial furniture shipments are valued at USD 1,000–8,000.

Any visible outer packaging damage must be notified to us as soon as possible upon delivery, with complete on-site photo and video evidence. We recommend reporting within 7 calendar days to preserve full insurance claim rights against the logistics carrier.

For hidden internal defects, manufacturing quality issues or functional faults, you retain full warranty rights under the EU 2-year statutory guarantee regardless of notification timing. We will inspect the damage and provide free repair or replacement solutions covered by our cargo insurance if the damage occurs during transit.

If damage is proven to be caused by improper unloading, storage or mishandling by the buyer after delivery, all repair and replacement costs shall be borne solely by the buyer.

6. Delivery Process for Large-Size Furniture

All oversized commercial reception desks and display cabinets follow standardized local carrier delivery procedures:
  1. Your goods are picked up from the overseas warehouse, and you will receive a shipping confirmation email.
  2. Cargo will be transferred to a local regional delivery agent in your country.
  3. The local logistics team will contact you to book a fixed delivery date and a 4-hour delivery window.
  4. Receive and fully inspect your goods following the cargo inspection rules above. Feel free to contact our customer service for any support.

Scheduled Delivery Date Regulations

  1. Stock items stored in US or Australian overseas warehouses: Carriers will contact you in advance before delivery. If no recipient is available to unload and receive goods, the cargo will be returned to the warehouse, and you need to bear return fees ranging from USD 150 to 350. We will send a reminder email 3–7 days before cargo arrival. Please inform us in advance if you need to postpone delivery.

    We will try our best to arrange delivery within ±2 working days of your requested date, but exact arrival time cannot be fully guaranteed. You may negotiate the schedule directly with the local logistics provider.
  2. Goods shipped from China by sea to EU, US or Australian ports: We can arrange door-to-door curbside delivery for you. If you choose self-pickup, you must collect goods within 1–3 working days after the cargo arrives at the port warehouse. We will notify you 7 days before vessel arrival for receiving preparation.

Port Warehouse Free Storage & Overdue Fees

  • US port warehouse: 3 days of free storage; an extra USD 8 per set per day will be charged once the free period expires.
  • Melbourne Australia port warehouse: Only 1 day of free storage; an extra AUD 200 per day will be charged after the free period ends.
If accumulated overdue warehouse fees exceed the total value of goods, we will send a formal written reminder email to you to settle all outstanding charges within a specified deadline. If no payment or reply is received after the deadline, we reserve the right to dispose of the goods to offset accumulated storage costs.

We will keep in close touch with you throughout the whole shipping cycle; please keep your phone and email accessible after goods are loaded.

7. Curbside Delivery Terms (Buyer Responsible for Unloading & Indoor Moving)

This curbside delivery service only includes roadside drop-off at your address. All unloading, carrying and indoor moving work shall be fully undertaken by the buyer.

EU Delivery Specific Rule

Local European delivery trucks only provide curbside drop-off service. Drivers are not equipped with unloading equipment and will not assist with unloading goods. You must arrange sufficient manpower to unload all furniture items before the truck arrives.
  • Australia-wide optional paid ground unloading service: USD 65, which can be purchased at checkout or added via email before shipment.
  • US local delivery rules: Drivers will assist unloading for furniture under 2m (6.5ft). For items over 2m, you need to arrange manpower for unloading, or pay up to USD 600 to rent a special truck with forklift equipment.
If you require full indoor moving and unpacking service, you need to negotiate and settle relevant fees directly with local logistics. Charges vary greatly based on street access restrictions, floor levels and elevator availability. Please note that most delivery vehicles only carry one driver, and our reception desks and display cabinets require 2–4 adults to carry safely. Please arrange sufficient manpower before delivery.

Special Delivery Access Requirements

If your delivery address is in high-rise buildings, central metro areas, or requires a Certificate of Insurance (COI) for entry, please contact info@m2-retail.com for advance coordination and support.

8. Delivery Address Modification

You may modify your shipping address free of charge before goods are picked up by the carrier. Once cargo is loaded onto local delivery trucks, address changes will incur a modification fee of USD 100 plus additional carrier freight, with a total cost ranging from USD 200 to 400 on average. M2 Retail will double-check your final delivery address before shipment.

9. Customs Clearance Documents

Supplementary Rules for Non-EU Warehouse Self-Pickup

For customers choosing to self-pick goods from our overseas warehouses outside the EU, all import and export formalities shall be handled by the customer independently. M2 Retail can provide packing list and commercial invoice for reference, but we cannot issue customs clearance documents such as EORI numbers.
Our overseas warehouses are operated by third-party logistics partners, who only take charge of cargo receiving and dispatch and cannot respond to customer after-sales or product inquiries. All EORI numbers belong to our third-party logistics contractor and are strictly confidential and cannot be disclosed under any circumstances. If you have relevant questions, please contact our official customer service team.

General Clearance Document Requirements

Normally we only need your full delivery address, contact name and phone number to arrange delivery. For goods shipped directly from China to your address, local customs may require supporting documents for clearance:
  • Individual consignee: Copy of ID card or passport
  • Business consignee: Business license with valid tax ID (ABN for Australia, VAT number for the UK, etc.) for Malaysia, the Philippines, Indonesia and other regions.

    Delays will occur if you fail to submit required documents on time. You may send all clearance materials to our logistics team via email info@m2-retail.com.

 

10. Self-Pickup Rules at Australian & US Overseas Warehouses

You must contact us at info@m2-retail.com to reserve a pickup date in advance; walk-in pickup without pre-booking will not be accepted. After reservation confirmation, M2 Retail will issue a formal Pickup Authorization document for you to collect goods. Please provide consignee full name, contact phone and confirmed pickup date for document application.

Warehouse Opening Hours

  • USA California Warehouse: Monday to Friday 9:00–10:00 & 11:00–15:00, closed on public holidays
  • USA New Jersey Warehouse: Monday to Friday 9:00–16:00, closed on public holidays
  • Melbourne Australia Warehouse: Monday to Friday 10:00–12:00 & 14:30–16:30, closed on public holidays

Required Pickup Documents

  1. Government-issued photo identity document (ID card or driver’s license)
  2. Printed Pickup Authorization file issued by M2 Retail

Important Pickup Reminders

  1. Call warehouse staff to confirm cargo storage location before arrival;
  2. Complete full outer packaging inspection on-site before taking goods. Mark all damage on the pickup receipt and take photos as proof if any defects are found;
  3. Avoid unnecessary long stays inside the warehouse;
  4. Warehouse staff only assist loading goods onto your vehicle. All inquiries about products, after-sales service and payment shall be sent to our official email info@m2-retail.com.

 

General Shipping Tips

All stated shipping durations are estimated and non-binding. Delays caused by extreme weather, carrier backlog, customs inspection, stock shortages or other force majeure events are not within our liability scope. We will actively coordinate with logistics providers to minimize delivery delays for all orders.
For all shipping-related inquiries, you may reach us via:

Email: info@m2-retail.com

Phone: +86-19925312253