Shipping Policy

Production time

Standard production is about 2 weeks from the moment you approve your mockup (faster turnaround available with express shipping). Production does not begin until approval, so the clock starts when you say yes, not when you first enquire.

Every quote states the chord and key the tubes are tuned to, the tube count, lengths and wall specification, the anodized or bamboo finish, the node-drilled hang-point construction and centred striker, and exactly where each engraving goes (sails and clappers are engraved; tuned aluminum tubes are never engraved because removing metal shifts the note, while bamboo tubes may be engraved as their voice is percussive); engraving is approved on an exact visual proof with spelling, dates and spacing confirmed before cutting and re-checked by a person for memorial orders, logos are redrawn for the subtractive medium where fine detail would close up and shown at real size before cutting, memorial shipments never include a price on the packing slip and may be held for a requested dispatch date, and chords, tube specifications, sail dies, finishes and artwork are held against the customer’s account so that reorders, second locations and retail chord-ladder programmes match the chimes they join, with any tuning, finish or engraving limitation confirmed before production rather than after delivery.

Express turnaround

If you are working to an opening, a wedding or an event date, tell us the date when you request the quote. Express turnaround is available on most products and we will confirm in writing whether your date is achievable before you pay.

Delivery

Orders ship from the United States by ground carrier, with transit typically running 2–5 business days depending on distance. You receive tracking as soon as the shipment leaves. Expedited air service is available on request.

Addresses and split shipments

Double-check your shipping address before approval — carriers charge to redirect a shipment in transit and we pass that cost through at cost. We can split one order across multiple locations; just tell us the breakdown when you order.

Lost or damaged shipments

If tracking stalls or a carton arrives damaged, contact us with photos and we will open the carrier claim and reprint or refund the affected portion. You do not have to deal with the carrier yourself.