Shipping policy
At Horizon Diorama, we carefully prepare and package each order to help ensure that your miniature architectural piece arrives safely.
1. Free Shipping
We offer free standard shipping on orders where free shipping is displayed at checkout.
Shipping methods and delivery times may vary depending on the destination, product availability, fulfillment location, shipping carrier, and product type.
Free shipping promotions do not apply to bespoke or large-scale commissioned works unless expressly stated in the individual commission quotation.
2. Fulfillment Locations and Product Status
Most of our standard products are shipped internationally from our fulfillment facility in Shenzhen, China.
Certain products may be fulfilled from a local warehouse in the United States, depending on inventory and product availability.
Each standard product page identifies the current fulfillment status before purchase:
U.S. Ready to Ship means the item is available from our U.S. warehouse while that inventory lasts.
Ready to Ship from China means the item is available for dispatch from our fulfillment facility in Shenzhen, China.
Pre-order means the item is handcrafted or prepared to order in Shenzhen, China and will be dispatched within 30 days after payment is confirmed.
When U.S. warehouse inventory sells out and the item remains in stock in China, the product may be fulfilled from China as a ready-to-ship item, with an estimated delivery time of 5–20 business days.
When China inventory also sells out, the product may be updated to Pre-order status and dispatched within 30 days after payment is confirmed.
The fulfillment location does not affect the product price or the availability of free shipping unless otherwise stated at checkout.
3. Processing Time
U.S. Ready to Ship and Ready to Ship from China items are normally processed within 2–5 business days after payment is confirmed.
Pre-order items are handcrafted or prepared to order and are normally dispatched within 30 days after payment is confirmed.
Some products may require additional preparation time due to quality inspection, packaging, inventory availability, or other fulfillment requirements.
If an order requires a significantly longer processing time than the period stated on its product page, we will contact you using the information provided with your order.
4. Delivery Times
Estimated delivery times vary by destination, fulfillment location, shipping method, carrier, customs processing, and product type.
For ready-to-ship items fulfilled from a U.S. warehouse, estimated delivery is 3–8 business days.
For ready-to-ship items fulfilled from China, estimated delivery is 5–20 business days.
For Pre-order items, dispatch normally occurs within 30 days after payment is confirmed. Delivery time begins after dispatch and varies by destination and carrier.
Delivery times are estimates only and are not guaranteed.
Delays may occur due to customs clearance, carrier operations, weather, holidays, transportation disruptions, destination-specific restrictions, or other circumstances beyond our reasonable control.
5. Bespoke & Large-Scale Commissions
Bespoke and large-scale commissioned works are not covered by the standard fulfillment, free-shipping, or delivery timeframes stated above.
Because these projects may vary significantly in size, weight, construction, fragility, destination requirements, access conditions, and installation needs, shipping arrangements are determined individually for each commission.
Depending on the project, the completed work may be:
shipped substantially assembled;
divided into engineered sections for transportation;
prepared for final assembly at destination;
packed in custom protective crates; or
transported using specialist freight or handling services.
Unless expressly included in the written commission quotation, shipping, custom crating, insurance, customs handling, local delivery, and installation are quoted separately from the commission price.
Before production begins, we may request information about the final delivery location, including access dimensions, doorways, elevators, staircases, loading conditions, or other site-specific requirements that may affect transportation or installation.
Estimated shipping and delivery schedules for bespoke commissions will be discussed separately with the customer and may depend on production completion, packaging requirements, carrier availability, customs clearance, and destination-specific logistics.
Any shipping or delivery estimate provided for a bespoke commission is an estimate only and is not guaranteed.
Where a bespoke commission includes a separate logistics arrangement, shipping quotation, project agreement, or written confirmation, the terms agreed for that individual commission will take precedence over the standard shipping terms in this policy to the extent of any inconsistency.
6. Tracking
Where available, tracking information will be provided after your order has been dispatched.
Tracking information may take some time to become active after the carrier receives the shipment.
Customers are responsible for providing a complete and accurate delivery address and contact information.
For certain large-scale commissions or specialist freight shipments, tracking may be provided through the freight carrier, logistics provider, or project-specific communication rather than through the standard store tracking system.
7. Customs, Duties and Import Taxes
International orders may be subject to customs duties, import taxes, VAT, GST, brokerage fees, or other charges imposed by the destination country or region.
Where our checkout is configured to collect applicable duties and import taxes in advance, the estimated amount will be shown and collected at checkout.
Where applicable, we may use shipping services that include the collection or payment of duties and import charges in advance.
The specific treatment of duties and taxes may vary depending on the destination, shipping method, product type, and applicable regulations.
Where duties and import taxes are not collected at checkout, the shipment may be sent under Delivered At Place (DAP) terms and the recipient may be responsible for applicable import charges.
Customers should review the charges displayed at checkout before completing their purchase.
For bespoke commissions, customs duties, import taxes, brokerage fees, local handling charges, and similar costs are not included in the commission price or shipping quotation unless expressly stated in writing.
Import duties and taxes are determined by the destination country's customs authorities and may vary according to product classification, declared value, country of origin, destination, and applicable regulations.
We cannot guarantee the exact amount of duties, taxes, or customs charges that may be assessed by a destination country's authorities.
8. Customs Clearance
Customers are responsible for providing accurate information required for customs clearance.
In some destinations, customs authorities, carriers, freight providers, or brokers may contact the customer for additional information or documentation.
If a shipment is delayed because the customer does not provide required information, respond to customs requests, or pay applicable charges when required, the resulting delay or additional costs may be the customer's responsibility, to the extent permitted by applicable law.
For bespoke or large-scale commissions, additional customs documentation, delivery coordination, or recipient cooperation may be required because of the size, value, or construction of the work.
9. Failed or Refused Delivery
If a shipment cannot be delivered because of an incorrect or incomplete address, refusal of delivery, failure to provide required customs information, failure to pay applicable import charges, or inability to complete delivery because of access restrictions that were not disclosed in advance, additional shipping, return, storage, customs, handling, redelivery, or installation costs may apply.
Any refund in such circumstances will be handled in accordance with our Returns & Refunds Policy, any applicable bespoke commission agreement, and applicable law.
10. Damaged Shipments
We carefully package our products before shipment.
If your order arrives damaged, please contact us at studio@horizondiorama.com as soon as possible and provide:
your order number or commission reference;
clear photographs of the external packaging;
clear photographs of the internal protective packaging; and
clear photographs showing the damaged area of the product.
Please retain all packaging materials until the issue has been reviewed.
We will assess the situation and work with you on an appropriate solution in accordance with our Returns & Refund