Last updated: 21 October 2026
This page explains how KaiVoy ships goods, which documents travel with them, what to do if something arrives damaged, and when a return is possible. The binding terms for your order are those on the signed PI or contract; this page explains how we normally work.
1. Trade terms
We quote on the Incoterms 2020 rule written on your PI. The rule decides who books freight, who pays for insurance, and where risk passes. Common rules for our products:
| Rule | We arrange | You arrange | Risk passes |
|---|---|---|---|
| EXW | Packing only | Export clearance, freight, import | At our premises |
| FCA | Packing, delivery to carrier | Main freight, import | On handover to carrier |
| FOB | Export clearance, loading at named port | Main freight, insurance, import | When goods are on board |
| CFR / CIF | Freight, export clearance (CIF also insurance) | Import clearance and duties | When goods are on board |
| CPT / CIP | Freight to named place, export clearance (CIP also insurance) | Import clearance and duties | On handover to first carrier |
| DAP / DPU | Freight to named place (DPU also unloading) | Import clearance and duties | At destination, before unloading (DAP) |
| DDP | Freight, import clearance and duties | Unloading, onward transport | At named destination, ready for unloading |
DDP and DAP prices depend on the exact destination, duty rate and import requirements. We calculate them individually and confirm them in writing; a DDP price given for one port does not apply to another. Where the consignee, destination or scope changes after confirmation, the difference is chargeable.
2. Lead time and production
- Production lead time is stated on the PI and starts when the deposit is received and the drawing or specification is approved, whichever is later.
- For items held in stock, we confirm the dispatch date in writing before you pay.
- Peak periods, public holidays, Chinese New Year and material shortages can extend lead time; we tell you as soon as we know.
3. Shipping methods
| Method | Typical use | Notes |
|---|---|---|
| Sea FCL | Full container of attachments or panels | Lowest cost per unit; fixed sailing schedule |
| Sea LCL | Small or mixed orders | Consolidated; extra handling at both ends, allow margin for schedule |
| Air freight | Urgent spares or samples | Fast, cost scales with weight and volume |
| Courier | Small parts, documents | Door to door with tracking; duty may be billed to receiver |
4. Packing
Goods are packed for export in plywood crates or cartons with moisture protection, and where needed braced for container loading. Heavy attachments are secured on pallets or in cradles with lifting points marked. Wood packaging is treated and marked to ISPM-15 where the destination requires it. If you need seaworthy packing for a long multimodal route, tell us before the order is confirmed, as it changes packing cost.
5. Documents
We normally provide a commercial invoice, packing list, and the transport document (bill of lading or air waybill). On request, and where the destination allows, we can arrange a certificate of origin. Phytosanitary certificates or fumigation certificates are provided only where the destination requires them and where the goods can meet that requirement; please confirm the requirement before shipment, because these certificates cannot be issued retrospectively for goods already at sea.
Import licences, product registration, labelling approval and any destination inspection are the buyer’s responsibility unless the PI says otherwise.
6. Tracking and arrival
We send the transport document and container or tracking number once goods are loaded. Under FOB, CFR, CIF, CPT and CIP the buyer arranges import clearance; under DAP, DPU and DDP we arrange carriage to the named place, but unloading is the buyer’s unless the rule or the PI says otherwise. Storage, demurrage and detention arising from late clearance, late documents from the buyer, or failure to take delivery are for the buyer’s account.
7. Check the goods before you sign
Inspect the cartons and crates before signing the carrier’s delivery receipt. If packaging is crushed, cut, wet or re-taped, write it on the receipt and photograph it before opening. A clean receipt makes a later damage claim much harder, because the carrier will rely on it.
8. Damage or shortage claims
- Notify us in writing within 7 days of arrival, with photographs or video of the packaging, the goods and the label, plus the packing list and container or seal number.
- Keep the packaging until the claim is resolved: carriers and insurers may ask to inspect it.
- For transport damage, we support your claim against the carrier or insurer with the shipping documents and loading photographs we hold.
- For manufacturing defects, we repair, replace or credit at our option; see the warranty section of our Terms and Conditions.
9. Returns
- Every return needs a return authorisation from us first. Write to sales@kaivoy.com with the invoice number, quantity and reason, and wait for our written confirmation and return address.
- Standard catalogue items may be returned within 30 days of arrival, unused, in original undamaged packaging, subject to inspection on receipt and a restocking charge where stated in the authorisation.
- Custom-made items, items made to your drawing, and cut or welded material cannot be returned unless they are defective.
- Return freight is at the buyer’s cost unless the return results from our error, in which case we cover economy return freight and the replacement.
- Goods sent back without authorisation, or sent freight-collect, may be refused or held at your cost.
10. When a return is not possible
- the goods were modified, welded, cut, painted or fitted after delivery;
- the goods were damaged by misuse, overloading, accident or improper storage;
- the claim relates to wear parts or consumables;
- the return request arrives after the period above, and no warranty claim applies;
- the goods were sold on to a third party and the original packaging and documents are gone.
11. Duties and taxes
Under EXW, FCA, FOB, CFR, CIF, CPT and CIP the buyer pays import duties, taxes and clearance costs in the destination country. Under DAP and DPU the buyer also clears and pays duty. Only under DDP do we bear duty, and only for the destination and scope written on the PI. We do not under-declare value on commercial documents: the invoice shows the transaction value, and asking us to show a lower value would breach customs law in both countries.
12. Contact
For shipping arrangements, documents or a return authorisation: sales@kaivoy.com, or call +86 158 8039 5890. Please quote your invoice or PI number, which lets us answer in one reply.
See also our Terms and Conditions and our Privacy Policy.