1. Delivery coverage

Shipping availability depends on the destination, the selected pool size, local carrier coverage and access to the delivery address. Before payment, Acorn Marine will review the complete address and confirm whether home delivery is available.

Some remote, island, restricted-access or difficult-to-reach destinations may require a different service, an additional fee or delivery to an agreed collection point. If delivery is unavailable, we will tell you before accepting payment for the order.

2. Shipping costs

Shipping charges are calculated individually based on the destination, product dimensions, weight, number of packages, carrier service and any special delivery requirements. The final shipping charge will be included in your quotation or order confirmation before payment.

Additional charges may apply when a destination requires special handling, appointment delivery, a smaller delivery vehicle, redelivery, storage, remote-area service or other services not included in the original quotation.

3. Order processing and dispatch

Order processing begins after payment has been confirmed and all required order and delivery details have been received. Processing time may vary according to stock availability, order size, destination, carrier booking and whether the product is made to order or sold on a pre-order basis.

Your expected dispatch window will be provided in your quotation, invoice, product information or order confirmation. Business days do not include weekends or public holidays in the relevant origin or destination country.

4. Delivery estimates

Any delivery date or transit time provided is an estimate, not a guaranteed appointment, unless expressly confirmed in writing. Actual transit time may be affected by carrier capacity, customs clearance, weather, public holidays, local restrictions, remote-area service and events outside our reasonable control.

If we become aware of a material delay, we will use the contact details supplied with the order to provide an update.

5. Oversized-item and home delivery

Acorn Marine pools are oversized products and may be delivered by a freight or specialist carrier. Delivery normally means transport to the address or accessible delivery point agreed in your quotation. Unless expressly included in writing, delivery does not include:

• carrying the product inside a home, building, garden or other private area;
• installation, inflation, pool placement or removal of packaging;
• lifting over fences, walls, stairs or other obstacles; or
• special equipment, additional labor or storage.

Please make sure the access route is suitable and arrange enough assistance to move the packaged product safely after delivery. The recipient may need to be present, answer the carrier's call or sign for the shipment.

6. Tracking and delivery updates

After the order has been dispatched, we will send the available tracking number, carrier reference or delivery update by WhatsApp or email. Some freight services do not provide live consumer-style tracking; in those cases, we will share the reference or status information supplied by the carrier.

7. Delivery address and changes

Please check the recipient name, telephone number, postal code and full delivery address before approving your order. Contact us immediately if a correction is required.

Once an order has entered processing or has been dispatched, an address change may be unavailable or may result in delay, rerouting, storage or additional carrier charges. Any additional cost caused by customer-requested changes may be payable by the customer.

8. Customs, import duties and taxes

For international shipments, customs duties, import taxes, brokerage fees and local charges depend on the destination and the agreed delivery terms. Your quotation or invoice will state what is included where applicable.

Unless expressly stated as included, the recipient is responsible for destination-country duties, taxes, customs procedures and charges. Customs inspections may extend the delivery time.

9. Inspecting your delivery

Please inspect the shipment before signing where practical. Check the number of packages and look for visible tears, crushing, punctures, water exposure or other external damage.

• Ask the driver to record visible damage or missing packages on the delivery receipt.
• Take clear photographs of the packaging, shipping label and affected area.
• Keep all packaging and product contents until the matter has been reviewed.

10. Damaged, missing or incorrect items

If an order arrives damaged, incomplete or incorrect, contact Acorn Marine as soon as possible after delivery. Include your name, order or invoice reference, a description of the issue, and clear photos or video of the packaging and product.

Do not discard packaging, arrange an unauthorized return or attempt a repair before receiving our instructions, as the carrier or claims process may require inspection evidence.

11. Failed, refused or delayed delivery

The customer is responsible for providing accurate delivery information and being reasonably available for carrier contact or an agreed delivery appointment. If delivery cannot be completed because the address is incorrect, access is unsuitable, the recipient is unavailable, or delivery is refused without an accepted reason, the carrier may charge for redelivery, return transport or storage.

Where those charges result from information or instructions supplied by the customer, they may be deducted from any applicable refund or invoiced separately, subject to applicable law.

12. Shipping questions

For a delivery quotation, address check or shipment update, contact Acorn Marine and include the product size, destination postal code and—if available—your order or invoice reference.

Acorn Marine is operated by 杭州果仁跨境, Hangzhou, China. Nothing in this Shipping Policy limits rights that cannot be excluded under applicable consumer law.