- Shipping Destinations
Trailfirestove offers shipping to select regions in Europe. Available destinations and shipping options will be displayed at checkout.
Please ensure that you provide a complete and accurate shipping address, email address, and phone number when placing your order. Incomplete or incorrect information may affect shipment processing or delivery timelines.
- Shipping Origin
Orders will be dispatched from the following address:
333A Orchard Road, Mandarin Gallery, #02-22
This address is for shipping and business correspondence only. If you wish to initiate a return, please contact us via email first; returns may need to be sent to a different designated address or follow specific return instructions.
- Carriers
Depending on the destination, package requirements, and service coverage, Trailfirestove utilizes the following professional carriers:
DHL
FedEx
UPS Priority
The specific carrier and service type selected will depend on the destination and available shipping arrangements.
- Estimated Delivery Time
For orders dispatched from Singapore, the estimated transit time is typically 5–12 business days.
This estimate is provided for reference only. Actual delivery times may be affected by factors such as customs clearance, carrier operations, public holidays, local delivery arrangements, adverse weather, or other transit disruptions.
Estimated delivery times do not constitute a guaranteed delivery date. If a specific delivery date or other shipping commitment has been explicitly agreed upon, that agreement—along with applicable laws—shall take precedence.
Any required order preparation time is not included in the estimated transit time mentioned above.
- Shipment and Tracking Notifications
Once an order has been dispatched, we will send a tracking notification to the email address provided at checkout, provided that tracking information is available.
You may receive further notifications in the following instances:
When the package is dispatched from the origin.
When the package arrives at a carrier’s logistics hub or transit point.
When the package enters the local delivery phase.
When the carrier provides other significant shipping updates. The timing and frequency of notifications depend on the tracking information provided by the carrier.
Please monitor your email—including your inbox and spam/junk folders—for tracking updates. If you are unable to locate tracking information, or if you notice any irregularities in the tracking updates, please email us at stove@trailfirestove.com and include your order number.
- Delivery Delays
If your order does not arrive within the estimated delivery timeframe, please contact us via email, providing your order number and, if available, your tracking number.
We will review the existing tracking information and, if necessary, reach out to the carrier to investigate the cause of the delay.
Once the investigation is complete, we will determine an appropriate resolution based on the evidence, the specific circumstances, and applicable law. Depending on the findings, this may include:
Arranging for a reshipment; or
Issuing a full refund, where appropriate.
If a package is confirmed lost, or if you are entitled to a refund or other remedy under applicable law, we will take the necessary steps to address the situation.
We will keep you informed regarding the progress of the investigation and the proposed resolution.
- Lost or Damaged Packages
If shipment tracking indicates that a package may be lost, or if an order arrives with visible damage, please contact us at stove@trailfirestove.com.
Please provide your order number, a description of the issue, and—if possible—photographs of the damaged area(s).
We will verify the details and, if necessary, coordinate with the carrier. If it is confirmed that a package has been lost or that items arrived damaged, we will determine an appropriate resolution, such as sending a replacement or issuing a refund.
For shipments arranged by Trailfirestove, the risk of loss or damage remains with us until the goods are physically received by the customer (or a third party designated by the customer, excluding the carrier), unless otherwise provided by law.
- Delivery Address and Receipt
Customers are responsible for providing complete and accurate shipping information at checkout. Please contact us as soon as possible if you need to correct an address.
We will evaluate address change requests based on the order status and the carrier’s procedures. Once a package is in transit, it may no longer be possible to make changes.
In the event of a failed delivery, package redirection, or a need to arrange for pickup, the resolution will depend on the carrier’s policies and the specific circumstances of the shipment.
Nothing in this section limits any rights or remedies a customer may have under applicable law if a delivery is not completed as required.
- Customs and Import Procedures
Goods shipped internationally may be subject to customs processing, import requirements, or other formalities upon arrival in the destination country.
Customs procedures may extend delivery times. If the customer is legally responsible for paying customs duties, taxes, or other mandatory charges, these will be disclosed at checkout or prior to purchase.
Trailfirestove will provide any shipping information in our possession to assist with customs-related inquiries.
- Refunds and Replacements for Delivery Issues
If it is verified that a shipment has been lost, or if a failed delivery entitles the customer to a remedy, we will assess the situation and determine the appropriate course of action in accordance with applicable laws. Depending on the circumstances, solutions may include resending the items or providing a full refund. If the law grants a customer the right to specific remedies, such rights shall take precedence over any discretionary arrangements outlined in this policy.
Refunds will generally be issued to the customer’s original payment method, unless otherwise agreed upon by both parties and permitted by law. The time required for a refund to be credited may vary depending on the payment service provider or financial institution involved.
- Contact Information
For inquiries regarding delivery, assistance with shipment tracking, reports of delivery delays, or to report a lost or damaged package, please contact us at:
Phone: +65 8902 7220
Email: stove@trailfirestove.com
If we are unable to answer your call, please leave a message or send an email. We strive to respond within 24 hours.
- Policy Updates
Trailfirestove may update this Delivery Policy in response to changes in delivery arrangements or relevant legal requirements. The latest version will be posted on this page.
Any updates will be implemented in compliance with applicable law. If a customer has acquired specific rights under an existing order—and such rights cannot be excluded by law—those rights will not be forfeited as a result of any policy updates.