Thank you for choosing HX Toolbox for your high-quality automotive cooling and modification parts. This Shipping Policy outlines the details of our shipping services, delivery timelines, costs, and related terms for customers in Southeast Asia. By placing an order on our website, you agree to the terms and conditions outlined below following global e-commerce shipping standards from Trustpilot. Please review this Shipping Policy thoroughly before completing your purchase to fully understand our delivery rules and service scope.
1. Shipping Coverage – Under Our Shipping Policy
HX Toolbox primarily ships to Southeast Asian countries and regions, including but not limited to Thailand, Malaysia, Vietnam, Indonesia, Singapore, and the Philippines. We do not currently ship to countries outside of Southeast Asia. For customers in remote areas or restricted-access locations, please contact our customer service team in advance to confirm shipping availability in line with this Shipping Policy. Note: We do not ship to PO boxes, mailboxes, or APO/FPO addresses. Orders placed with these address types may result in delivery delays or cancellation as stated in our Shipping Policy.
2. Order Processing Time
All orders are processed and prepared for shipment within 24-48 business hours after payment confirmation, excluding weekends and public holidays in Southeast Asia. “Business days” refer to Mondays through Fridays only, and do not include weekends or regional holidays (e.g., Thailand’s Songkran Festival, Malaysia’s Hari Raya Aidilfitri). Processing time refers to the period required to verify payment, inspect products, and prepare packages for dispatch—it does not include transit time, as clearly defined in this Shipping Policy. For large or special items (e.g., ute canopies, large radiators), processing time may be extended to 3-5 business days due to additional handling and packaging requirements per our Shipping Policy.
3. Shipping Methods & Transit Times
We partner with reliable international logistics carriers and local delivery services in Southeast Asia to ensure safe and timely delivery, complying with professional logistics guidelines from IATA. Shipping methods and transit times vary based on your location and the size/weight of your order, all regulated by this official Shipping Policy:
3.1 Standard Shipping (For Small & Medium-Sized Parts)
Applicable to small and medium-sized products, such as silicone hoses, fans, fan shrouds, and small oil coolers. Transit time typically ranges from 3-7 business days after dispatch, depending on the destination country: Thailand, Malaysia, Singapore: 3-5 business days Vietnam, Indonesia, Philippines: 5-7 business days, following the delivery schedule set in our Shipping Policy.
3.2 Freight Shipping (For Large & Heavy Parts)
Applicable to large or heavy items, such as ute toolboxes, ute trays, ute canopies, and large radiators/intercoolers. These items require special handling and packaging, and are shipped via truck freight or sea freight according to our Shipping Policy. Transit time for freight shipping ranges from 10-14 business days after dispatch. For freight deliveries, a valid phone number is required at checkout to facilitate delivery scheduling, and a signature may be required upon receipt as specified in the Shipping Policy.
3.3 Express Shipping (Optional)
For urgent orders, we offer express shipping services (e.g., DHL, FedEx) at an additional cost under this Shipping Policy. Express transit time is 1-3 business days for most Southeast Asian countries, and the exact cost will be calculated and displayed at checkout.
4. Shipping Costs – Defined in Our Shipping Policy
Shipping costs are calculated based on the weight, size, destination country, and shipping method selected. The exact shipping cost will be automatically calculated and displayed at checkout before you complete your payment—there are no hidden shipping fees, guaranteed by our Shipping Policy. Free Standard Shipping is available for orders that meet the following criteria: Order total ≥ USD 500 (for small/medium-sized parts) Order total ≥ USD 1500 (for large/heavy parts requiring freight shipping) Note: Shipping charges (for both original orders and returns) are non-refundable for large/heavy parts (e.g., ute canopies, radiators) and freight shipments, as outlined in the Shipping Policy.
5. Packaging & Product Protection
All HX Toolbox products are packaged in high-quality, moisture-proof, and shock-resistant materials to ensure they arrive in perfect condition, following packaging standards stated in our Shipping Policy. For automotive cooling parts (e.g., radiators, intercoolers) and metal accessories (e.g., ute toolboxes), we use vacuum packaging + anti-rust oil spraying to prevent rust and damage during maritime transportation, which is critical for Southeast Asia’s hot and humid environment. Additionally, all packages are labeled with clear product information, including applicable vehicle models, to ensure accurate delivery in compliance with this Shipping Policy. For Indonesian and Thai customers, product labels and instructions include bilingual (local language + English) content as required by regional regulations.
6. Tracking Information
Once your order is dispatched, we will send a shipping confirmation email to the email address you provided during checkout. This email will include the carrier name, tracking number, and a link to track your package in real time as promised in our Shipping Policy. Tracking updates may take 1-2 business days to appear after dispatch, as it takes time for carriers to update their systems. If you do not receive tracking information within 3 business days of order processing, please contact our customer service team according to the Shipping Policy guidelines.
7. Customs & Duties
HX Toolbox is not responsible for any customs duties, taxes, or fees imposed by the destination country, as clearly stated in this Shipping Policy. These charges are the sole responsibility of the customer and must be paid upon delivery. We provide all necessary documentation (commercial invoice, packing list, HS code 8708 series) to facilitate customs clearance. To enjoy preferential tariffs under ASEAN’s ATIGA and RCEP agreements, we recommend verifying the required Form E with local customs authorities. For Malaysia, Thailand, and Vietnam, we pre-record ASEAN common tariff codes (AHTN codes) to accelerate customs clearance and reduce inspection rates in line with our Shipping Policy.
8. Delivery Issues & Claims – Shipping Policy Guidelines
8.1 Delays
Delivery timelines provided are estimates only and not guaranteed under this Shipping Policy. HX Toolbox is not responsible for delivery delays caused by factors beyond our control, including but not limited to: customs delays, carrier disruptions, weather events, public holidays, or incorrect shipping information provided by the customer. If your order is delayed by more than 7 business days beyond the estimated delivery time, please contact us and we will assist in tracking the package and resolving the issue per our Shipping Policy.
8.2 Damaged or Lost Packages
If your package arrives damaged, missing items, or is lost in transit, please report it to our customer service team within 48 hours of delivery (or within 7 business days of the estimated delivery date for lost packages), following the claim rules in this Shipping Policy. You will need to provide photos of the damaged package, product, and shipping label as supporting documentation. We will work with the carrier to investigate the issue and provide a solution, which may include a replacement, refund, or reshipment, depending on the situation. We disclaim all liability for damages or losses not reported within the specified timeframe as written in the Shipping Policy.
9. Order Cancellations & Changes
If you need to cancel or change your order (e.g., update shipping address, add/remove items), please contact us immediately according to our Shipping Policy. Orders can only be canceled or modified before they are dispatched. Once an order is shipped, it cannot be canceled, and you will need to follow our Return & Refund Policy to return the package.
10. Contact Us About Our Shipping Policy
If you have any questions or concerns about our Shipping Policy, order status, or delivery, please contact our customer service team: Email: info@hxtoolbox.com Phone: +66 XXXXXXXX (Thailand main office) Working Hours: Monday-Friday, 9:00 AM – 6:00 PM (Southeast Asia Time)
11. Policy Updates
HX Toolbox reserves the right to update or modify this Shipping Policy at any time without prior notice. The most current version of the Shipping Policy will be posted on our website, and your continued use of our services constitutes acceptance of the updated terms of this Shipping Policy.