Our Terms & Conditions are being finalised. The commercial terms that apply to your project — pricing, payment, production approval, delivery, and cancellation — are set out in the quotation and order documents we agree with you.
Last updated: October 19, 2026
3.1 Shipping Destinations
Our primary market is the United States. We ship primarily to business addresses in the United States.
We also receive enquiries for other countries and regions. We will assess each one and confirm separately whether we can deliver to that destination, and on what terms, before you commit to anything. We do not treat an enquiry as a promise of deliverability to a particular country.
Please provide a complete, deliverable business address — not a residential address where a signature would delay delivery, and not a PO Box unless the carrier confirms it is acceptable for the method used.
3.2 Production Lead Time
Lead time begins when production starts, not when you enquire or when you accept a quotation.
Production starts only after:
- Payment terms are satisfied, and
- The applicable design, specification and order confirmation is complete
Lead time varies with product type, size, complexity, quantity, and the current schedule at the production partner. We do not publish a fixed standard production time, because a single number would be misleading.
A specific production timeframe is stated in your quotation or order confirmation, and that is the timeframe we are held to.
3.3 Estimated Delivery Time
Estimated delivery time = production lead time plus transport time, plus customs and final-mile handling.
These are separate components and we describe them separately. A production timeframe and a transport estimate appear as distinct items in your quotation.
We do not publish a fixed standard international transit time, and we do not state a transit range on this page, because an average is not a commitment for your shipment. We also do not offer guaranteed delivery dates.
The estimated delivery date for your order is confirmed in your quotation or order confirmation, and is an estimate rather than a guarantee.
3.4 Shipping Methods
The method is selected per order based on the product, quantity, packed size, weight, and destination. Options may include air freight, sea or consolidated freight, and express courier for small or urgent shipments.
The method is stated in your quotation. We will consult you if a delay to your timeline makes a different method worth considering.
3.5 Shipping Costs
Shipping is quoted per order and shown as a separate line in your quotation. It depends on the method, the packed size and weight of your order, the number of cartons, and the destination.
We do not publish a flat shipping rate and we do not advertise free shipping on all orders, because neither would reflect what a given project actually costs to deliver.
3.6 Customs and Import Duties
Import duties, taxes, and customs brokerage fees are not automatically included. Their treatment is stated in your quotation in one of three ways:
- DDP (Delivered Duty Paid) — duties included in the quoted price.
- Customer pays — you are responsible for duties and taxes on arrival.
- Quoted separately — a specific allowance is included.
If your quotation does not state how duties are treated, please ask before confirming.
Responsibility for duties, taxes, clearance, and shipping charges follows the trade terms agreed for that order.
3.7 DDP Shipping
DDP applies only where it is expressly stated in your quotation or order confirmation.
DDP is not assumed, not automatic, and not universal. If DDP is quoted, duties and import taxes are included in the price you have been quoted, and the shipment is arranged so that these are settled on your behalf.
Where DDP is not quoted, you are responsible for duties, taxes, and any associated charges imposed by your country.
3.8 Delivery Address Requirements
To avoid problems, please provide:
- Full street address, including unit or suite number
- City, state or province, and postal or ZIP code
- Country
- A contact name and phone number for the recipient
- Any delivery instructions your building requires
We will confirm the delivery address with you before dispatch. Please tell us promptly if it changes.
Please do not ask us to ship to a freight forwarder without telling us — a forwarder’s handling and paperwork requirements differ from a direct commercial delivery, and we may need to arrange the shipment differently.
3.9 Shipping Delays
Delays can happen for reasons outside anyone’s control, including:
- Additional time needed to finish production
- Customs inspection or clearance queries
- Port, airspace, or carrier congestion
- Weather and carrier disruptions
- Events affecting international freight routes
- Actions of a third party at the delivery address
If a delay is material to your project, tell us and we will check the current status with the carrier or partner and tell you what we know. We will not invent a revised date to make a schedule look better, and we do not commit to a guaranteed delivery date that we cannot control.
3.10 Damaged or Missing Shipments
Please inspect your delivery on arrival and note any visible carton damage before signing.
If items arrive visibly damaged, or a shipment is missing or short, contact us as soon as possible, and ideally within 5 business days of delivery, with:
- Your order or quotation reference
- Photographs of the outer packaging and the affected items
- A description of what is damaged or missing
This is a reporting instruction, not a forfeiture of rights. Reporting promptly is what lets us raise a claim with the carrier or our production partner while the evidence exists. Reporting later than 5 business days makes that harder, but it does not by itself remove any right that applicable law leaves you. Rights you have under consumer or other applicable law are unaffected by this section.
Please do not dispose of damaged packaging until we have confirmed how you should proceed, as the carrier or our production partner may need to inspect it.
3.11 Contact and Claims
Email hello@lobbybrand.com with the subject line “Shipping Enquiry” and your order reference.
We will work with the carrier and our production partner to establish what happened and what remedy is appropriate. Remedies for verified production errors, transit damage, or departure from the confirmed specification are described in our Refund & Return Policy.