Shipping Policy

Last updated October 19, 2025.

Currency USD.

Regions served United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal

About this page

Henape designs and creates handcrafted wooden puzzles and decor and ships to the regions listed above. This policy outlines how Henape ships, what to expect upon arrival, and how Henape resolves any issues for orders of small, high-quality wooden goods. All prices and fees are displayed in USD. Where eligible, import taxes, duties, brokerage, and customs processing are collected at checkout, ensuring nothing is payable on arrival (DDP where available).

How Henape prepares and sends wooden goods

Each wooden item is securely packaged for reliable international transit using cushioning, durable custom boxes, and protective wrapping. Larger or multi-item consignments may be grouped for stability. Smaller items move through international parcel networks. At checkout, you will see the full amount due in USD—including shipping costs, handling, fuel surcharges, taxes, duties, and brokerage where applicable—no payment is required upon delivery.

Useful notes

• The Estimated delivery window shown at checkout combines lead time (preparation) plus carrier transit time.
• U.S. sales tax appears at checkout where mandated and is included in the USD total.
• International shipping Incoterm is DDP (Delivered Duty Paid) when available—this means no customs charges or taxes are required at the time of delivery.
• Payments: accepted via cards and supported digital wallets only (Cash on Delivery or COD is not accepted), all amounts billed in USD.
• Address verification is performed by carriers; if details are incomplete or restricted, Henape will request a correction before dispatch to prevent delivery delays.

Where Henape delivers

Henape ships to the United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, and Portugal.

Henape does not deliver to PO Boxes, APO/FPO/DPO, or certain remote territories (for example, Puerto Rico, Guam, U.S. Virgin Islands, and select outlying islands in Europe or Australia). A standard street address is required for successful delivery. If your location has limited access or security restrictions, please contact Henape in advance to review options.

Carriers and service levels

• Parcel networks: UPS, FedEx, USPS (limited small U.S. parcels), and DHL Express are the primary partners for international lanes.
• Standard Delivery: Items ship via standard parcel service direct to the recipient’s door. This service does not include in-home placement or packaging removal. Carriers generally provide tracking and may offer options to schedule a narrow delivery window.
• Signature control: An adult signature may be required for select high-value consignments; your tracking email will specify when this applies.
• Additional details: Parcel carriers typically attempt delivery multiple times before holding the package at a local facility or access point; ID may be required for collection. Where Authority to Leave is used, risk transfers upon the successful delivery scan (this option is not available when a signature is explicitly required).

Lead time and transit time

• Lead time: the internal stage for quality inspection, professional packing, and labeling before carrier pickup.
• Transit time: commences immediately after carrier pickup.

Business days are Monday–Friday (PST); U.S. federal holidays are excluded. International shipments may require extra time for security screening and customs procedures. Severe weather, local holidays, labor actions, or network congestion can extend timelines. Address changes requested after dispatch may require a reroute and can lead to significant delivery delays.

• Cut-off: Orders confirmed before the daily cut-off time typically begin processing the same working day.

Rates and timeframes (USD, small parcel goods only)

All final amounts appear at checkout. Flat rates and free-shipping thresholds are fully inclusive. Recipients pay nothing at the door.

Puzzle and decor specifics

Henape’s handcrafted wooden puzzles and decor are packed individually or in small bundles to minimize movement and risk during transit. The packaging is designed to protect delicate components and finishes. Multi-item orders may be shipped in separate cartons if total weight exceeds carrier limits or if splitting reduces overall risk. Henape subsidizes a portion of the shipping cost, and the reinforced packing plus the total due are shown clearly at checkout.

Taxes, duties, and customs on international orders

For deliveries to the UK, FR, DE, ES, IT, BE, PT, AU, and CA, Henape ships DDP (Delivered Duty Paid). Import VAT/GST, duties, brokerage fees, and customs processing charges are all included in the checkout total in USD. Do not pay the delivery personnel. If anyone requests payment at the point of delivery, contact Henape immediately.

• U.S. orders: Applicable state and local sales tax appears at checkout and is included in the USD total.
• Documentation: Every international shipment includes a commercial invoice, packing list, and necessary HS codes to support fast customs clearance.

Order flow and dispatch

Most items move into final checks and dedicated packing within one to two business days.

• Orders confirmed before the daily cut-off usually begin the same working day; later confirmations start the next working day.
• Pre-order or made-to-order pieces leave after their completion; confirmation emails will include an estimated ship-by date.
• With mixed lead times in a single cart, Henape may ship ready items first or hold the entire order to consolidate; your confirmation will specify which method is used.
• Support hours: messages receive a reply within one business day (Mon–Fri, PST).
• Fraud and verification: For account security, Henape may request address or payment verification; failure to respond promptly may delay dispatch.

Origin and staging facility

The primary dispatch point for wooden puzzles and decor to the U.S., UK, FR, DE, AU, ES, CA, IT, BE, and PT is: 1720 S. Amphlett Boulevard, San Mateo, CA, 94402.

• Terminal holds: Parcel sorting facilities can typically hold consignments for several business days; storage beyond that window may be charged at carrier rates.

Access, placement, and assembly

Most puzzles and decor items ship fully assembled or require very minimal setup (e.g., placing a stand). Cartons include a brief guide.

If your location has restricted access, contact Henape before shipment so options can be reviewed. Placement services or packaging haul-away are not standard services for parcel delivery.

Possible carrier-cost fees include address corrections after dispatch and re-delivery attempts. If refusal is due to verifiable carrier-caused damage and is noted with the driver, Henape handles the claim, and no re-delivery fees apply to the customer.

Tracking and live updates

When a shipment leaves 1720 S. Amphlett Boulevard, San Mateo, CA, 94402, Henape emails a confirmation with a tracking link. Please allow time for the initial carrier scans to appear. International shipments may show “label created” until the parcel reaches a major sorting facility. If no movement appears after a reasonable period, contact Henape so the carrier can be investigated.

• Status visibility: the Estimated Delivery range on the carrier page updates dynamically as the shipment scans through sorting hubs.

Damage, loss, or other issues

Inspect packages at delivery. If anything arrives damaged, notify Henape promptly with your order number and clear photos or a brief video of the outer carton, inner packing materials, and the affected wooden item. Note visible damage with the driver when possible and keep all packaging until next steps are confirmed.

• For minor cosmetic issues, Henape can often send replacement parts (if applicable) or a touch-up solution quickly.
• If tracking shows no progress for an extended period, or delivery has not occurred within the stated timeframe from the ship date, contact Henape. Once the carrier confirms the item is lost, Henape will send a replacement at no charge or issue a full USD refund.
• Shipments that are refused or deemed undeliverable due to repeated missed appointments or incorrect addresses may be returned to the sender. Henape can re-ship after address verification and payment of any carrier return, storage, or re-delivery fees at cost.

Changes and cancellations

Orders that have not entered the packing stage or shipped can be canceled—please reach out to Henape as soon as possible. After handoff to the parcel carrier, cancellation is not available. After delivery, please consult Henape’s Return & Refund Policy.

For international orders to the UK, FR, DE, ES, IT, BE, PT, AU, or CA, cancellation is not available once customs clearance is complete. Address changes after dispatch may incur carrier reroute fees and delays.

Need help?

Henape support replies within one business day (Mon–Fri, PST) via the site contact form or email.

Address: 1720 S. Amphlett Boulevard, San Mateo, CA, 94402

Phone: +1 (310) 489-1121

Email: [email protected]

Support Time: Mon–Sun: 8:00 AM-5:00 PM PST