Effective Date: 1st January 2026
Last Updated: 1st January 2026
At SugarThreadShop.com, we are committed to delivering your laser-crafted products safely and efficiently. This Shipping Policy outlines our shipping procedures, timelines, and what you can expect when ordering from us.
Shipping Locations
🏪 Physical Pickup
You can pick up your order in person from either of our pickup locations in Uttara, Dhaka:
- ZamZam Tower, Uttara
- Uttara Center Metro Station, Uttara
To arrange pickup:
- Select “Pickup” option during checkout, OR
- Contact us after placing your order to arrange pickup
- We will notify you when your order is ready for collection
- Bring your order confirmation and valid ID
- Pickup available during business hours: 9 AM – 5 PM (Saturday – Thursday)
🇧🇩 Within Bangladesh
We ship to all locations within Bangladesh using reliable local courier services.
🌍 International Shipping
We ship internationally through trusted partners:
- DHL
- FedEx
International shipping is available to most countries worldwide.
Processing Time
Made-to-Order Products
All our products are made to order, which means:
- Production begins only after payment confirmation
- Standard production time: 3-5 working days
- Production time may vary based on:
- Order complexity
- Customization requirements
- Current order volume
Order Confirmation
Before production begins:
- You place your order on our website
- We contact you via WhatsApp or phone to confirm
- You complete payment
- Production starts
- Your order is manufactured
- Shipping process begins
Total Time = Production Time (3-5 days) + Shipping Time
Shipping Methods & Delivery Time
Within Bangladesh
Dhaka
- Delivery Time: 2-3 days after shipping
- Courier Service: Local courier partners
- Tracking: Available
Other Areas in Bangladesh
- Delivery Time: 2-5 days after shipping
- Courier Service: Local courier partners
- Tracking: Available
International Shipping
- Delivery Time: Typically 5-10 business days after shipping
- May be longer depending on:
- Destination country
- Customs clearance procedures
- Country-specific import regulations
- Peak seasons or holidays
- Courier Service: DHL or FedEx
- Tracking: Available
Shipping Costs
How Shipping is Calculated
Shipping costs are calculated at checkout based on:
- Delivery location (domestic or international)
- Package weight and dimensions
- Shipping method selected
- Destination country (for international orders)
Viewing Shipping Costs
- Add items to your cart
- Proceed to checkout
- Select delivery method (Shipping or Pickup)
- If shipping: Enter your shipping address
- Shipping costs will be displayed before payment
Pickup – No Shipping Charges
- Selecting pickup from ZamZam Tower or Uttara Center Metro Station is FREE
- No shipping costs apply for pickup orders
Free Shipping
We currently do not offer free shipping. All orders require shipping fees based on the factors mentioned above.
Shipping Address
Accuracy is Critical
Please ensure your shipping address is:
- ✅ Complete and accurate
- ✅ Includes full name
- ✅ Includes correct phone number
- ✅ Includes all necessary details (house/flat number, street, area, city, postal code)
We Are Not Responsible For:
- ❌ Delays due to incorrect addresses
- ❌ Non-delivery due to incomplete addresses
- ❌ Returned packages due to wrong information provided
Address Changes
- Address changes after order confirmation may not be possible
- Contact us immediately if you need to change your address
- If the product has already shipped, address changes cannot be made
Tracking Your Order
Tracking Information
Once your order ships, you will receive:
- Tracking number via WhatsApp, email, or phone
- Courier company name
- Estimated delivery date
- Link to track your shipment (when available)
Tracking Updates
You can track your order:
- Through the courier company’s website
- By contacting us for status updates
- Via the tracking link provided
Tracking Availability
- Domestic orders: Tracking available
- International orders: Full tracking available through DHL/FedEx
Delivery Process
Successful Delivery
When your order arrives:
- The courier will attempt delivery to your provided address
- You or an authorized person must be available to receive the package
- Signature may be required upon delivery
- Please inspect the package upon delivery
Failed Delivery Attempts
If delivery fails due to:
- No one available at the address
- Incorrect or incomplete address
- Refusal to accept delivery
- Unable to contact recipient
What Happens:
- The courier will make additional delivery attempts (usually 2-3 attempts)
- You will be contacted to arrange re-delivery
- If all attempts fail, the package will be returned to us
- You will be responsible for re-shipping costs
Receiving Your Package
IMPORTANT – For Damage Claims:
To protect yourself from shipping damage disputes:
- Inspect the package before accepting delivery
- Record a video if the package appears damaged before opening
- Open in front of the delivery person if possible
- Report damage immediately to both the courier and us
See our Returns and Refund Policy for detailed information on damage claims.
International Shipping Additional Information
Customs and Import Duties
For international orders:
- Customs clearance is required in the destination country
- Import duties, taxes, and fees may apply
- You are responsible for all customs duties, taxes, and import fees
- These fees are NOT included in our product or shipping prices
- Contact your local customs office for specific information
Customs Delays
- Customs clearance can cause delays beyond our control
- Delays vary by country and current customs workload
- We are not responsible for customs-related delays
Restricted Items
Some countries may restrict certain products:
- Check your country’s import regulations before ordering
- We are not responsible if customs refuses entry to your package
- Refused packages may be returned to us at your expense
International Shipping Documents
We will provide all necessary shipping documents including:
- Commercial invoice
- Customs declaration
- Product description and value
Shipping Delays
Possible Causes
We are not liable for shipping delays caused by:
- ⚠️ Courier service issues or operational delays
- ⚠️ Weather conditions (storms, floods, extreme heat, etc.)
- ⚠️ Natural disasters
- ⚠️ Government restrictions or lockdowns
- ⚠️ Customs clearance (international orders)
- ⚠️ Incorrect address information
- ⚠️ Public holidays and festivals
- ⚠️ Force majeure events beyond our control
- ⚠️ Peak season congestion (Eid, New Year, etc.)
What We Do
If your order is delayed:
- We will contact the courier service to investigate
- We will keep you updated on the status
- We will work to resolve the issue as quickly as possible
Your Responsibility
- Ensure your contact information is correct
- Respond promptly to courier delivery attempts
- Be available or arrange for someone to receive your package
Lost or Missing Packages
Domestic Shipments
If your package appears to be lost:
- Contact us immediately
- We will investigate with the courier service
- If confirmed lost, we will:
- Remake your order, OR
- Issue a full refund (your choice)
International Shipments
If your international package is lost:
- Contact us and the courier service
- We will file a claim with DHL/FedEx
- Claims can take 15-30 days to process
- Once confirmed lost:
- We will remake your order, OR
- Issue a full refund (your choice)
Undelivered Packages Returned to Us
If a package is returned to us due to:
- Failed delivery attempts
- Incorrect address
- Refusal of delivery
- Customs rejection (international)
What Happens:
- We will contact you to discuss options
- Re-shipping fees will apply for re-delivery
- You can choose:
- Re-ship to the same or corrected address (you pay shipping)
- Re-ship to a different address (you pay shipping)
- Receive a refund minus original shipping costs
Order Tracking & Communication
We Keep You Informed
You will receive updates at the following stages:
- ✅ Order confirmation (via WhatsApp/phone)
- ✅ Payment confirmation
- ✅ Production started
- ✅ Order completed and ready to ship
- ✅ Shipped with tracking information
- ✅ Out for delivery (from courier)
- ✅ Delivered
Contact Us for Updates
If you need shipping updates:
SugarThreadShop.com
Email: customercare@sugarthreadshop.com
Phone: +880 1633 59 72 40
WhatsApp: +880 1633 59 72 40
Business Hours: 9 AM – 5 PM (Saturday – Thursday)
We typically respond within 12 hours during business days.
Multiple Items in One Order
Combined Shipping
- All items in a single order will be shipped together
- We do not ship items separately unless specifically discussed
- Production time is based on the item that takes longest to complete
Partial Shipments
We generally do not offer partial shipments. However:
- If one item is significantly delayed, we may offer to ship available items first
- Additional shipping charges may apply for split shipments
- Contact us if you need partial shipment options
Packaging
Our Commitment
We take great care in packaging your orders:
- Products are securely wrapped to prevent damage
- Appropriate cushioning materials are used
- Boxes are sturdy and suitable for the product
- Fragile items receive extra protection
- International shipments are packed with extra care
Sustainable Packaging
We strive to use eco-friendly packaging materials when possible while ensuring product safety during transit.
Special Shipping Instructions
Can You Accommodate Special Requests?
We will do our best to accommodate reasonable special shipping requests such as:
- Specific delivery time windows (coordinate with courier)
- Gift wrapping (if available)
- Special handling instructions
Please note:
- Contact us before placing your order to discuss special requests
- Additional fees may apply
- We cannot guarantee all requests can be fulfilled
- Courier services have their own policies we must follow
Shipping During Peak Seasons
High-Volume Periods
During peak seasons (Eid, Valentine’s Day, New Year, etc.):
- Production times may be longer than usual
- Courier services may experience delays
- We recommend ordering early
- We will communicate any expected delays
What If My Order Doesn’t Arrive?
Step-by-Step Process
- Check tracking information – is it still in transit?
- Check with neighbors/family – was it delivered to someone else?
- Contact the courier – they may have additional information
- Contact us – we will investigate immediately
Our Commitment
- We will work diligently to locate your package
- We will communicate with the courier on your behalf
- We will find a fair resolution (remake or refund)
Insurance
Domestic Shipments
- Standard courier insurance is included
- Covers loss or damage during transit
- Claims are processed through the courier service
International Shipments
- DHL and FedEx provide tracking and basic coverage
- Additional insurance may be available for high-value items
- Contact us if you want to add extra insurance
Refused Shipments
If you refuse delivery:
- The package will be returned to us
- You are responsible for return shipping costs
- Customized products will NOT be refunded if refused (as they are made specifically for you)
- Non-customized products: Refunds will be issued minus all shipping costs (original + return)
COVID-19 and Health Emergency Shipping
During health emergencies or pandemics:
- Shipping delays may occur due to restrictions
- Courier services may have modified procedures
- International shipping may be limited
- We will keep you informed of any impacts on your order
Shipping Policy Updates
We reserve the right to update this Shipping Policy at any time. Changes will be effective immediately upon posting on our website. Significant changes will be communicated to customers.
Related Policies
For complete information about your order, please also review:
- Returns and Refund Policy – Return procedures and timelines
- Terms and Conditions – Complete terms of service
- Privacy Policy – How we handle your information
- FAQ – Answers to common questions
Contact Us
If you have any questions about our Shipping Policy or need assistance with your shipment:
SugarThreadShop.com
Email: customercare@sugarthreadshop.com
Phone: +880 1633 59 72 40
WhatsApp: +880 1633 59 72 40
Address: Uttara, Dhaka, Bangladesh
Business Hours: 9 AM – 5 PM (Saturday – Thursday)
Pickup Locations:
- ZamZam Tower, Uttara
- Uttara Center Metro Station, Uttara
Thank you for choosing SugarThreadShop.com!
We are committed to delivering your beautiful laser-crafted products safely and on time. Your satisfaction is our priority.
Last Updated: 1st January 2026
