Shipping policy
Last updated: October 9, 2026
This Shipping Policy explains how orders placed through Ballford.com are processed, personalized, shipped, and delivered.
Ballford is operated by:
Main Street Limited
Company No.: 79323348
39/F THE CTR
99 QUEEN'S ROAD CENTRAL
Hong Kong
Email: info@ballford.com
Website: Ballford.com
1. Order Processing
Orders are processed after successful payment authorization.
Processing time may vary depending on:
- Product availability
- Order volume
- Personalization requirements
- Custom manufacturing requirements
- Weekends and public holidays
- Seasonal demand
Personalized, engraved, customized, or made-to-order products may require additional preparation or production time before shipment.
Unless a product page states otherwise, Ballford personalized products currently require up to 7 business days for personalization and preparation before dispatch.
Once an order has been dispatched, tracked delivery usually takes approximately 3–5 business days.
Production time and shipping transit time are separate.
Any processing or delivery estimate applicable to a particular product may also be displayed on the product page, during checkout, or in your order confirmation.
2. Personalized and Made-to-Order Products
Some Ballford products are produced or personalized specifically for the customer.
These may include:
- Products personalized with initials
- Engraved products
- Custom text or monograms
- Products manufactured according to customer-selected specifications
- Other made-to-order products
Because personalized products require additional production, they may take longer to dispatch than standard in-stock items.
For personalized Ballford products, please allow up to 7 business days for personalization and preparation before dispatch unless a different timeframe is shown on the relevant product page.
Production time is separate from shipping transit time.
After dispatch, tracked delivery usually takes approximately 3–5 business days.
Please carefully review all personalization details before submitting your order.
3. Estimated Delivery Times
Unless a different timeframe is displayed for a particular product, the estimated timeframe for personalized Ballford orders is:
- Personalization & preparation: up to 7 business days
- Tracked delivery after dispatch: usually 3–5 business days
- Tracking: provided once the order has been dispatched
The shipping transit period begins after the personalization and preparation process has been completed and the parcel has been handed over to the carrier.
Delivery times may vary depending on:
- Destination country
- Shipping method
- Product type
- Production requirements
- Courier or postal service
- Customs processing
- Local delivery conditions
- Seasonal demand
- Circumstances outside our reasonable control
Any processing or delivery timeframe displayed on Ballford.com is an estimate unless we expressly state that a particular delivery date is guaranteed.
We will make reasonable efforts to fulfill and deliver orders within the estimated periods communicated to customers.
4. Shipping Charges
Applicable shipping charges, if any, will be displayed before you complete your purchase.
Ballford may offer:
- Free shipping
- Discounted shipping
- Promotional shipping rates
Any conditions applying to a particular shipping promotion will be communicated with the relevant offer.
If Ballford advertises Free Shipping for a product or market, no separate standard shipping charge will be added where the advertised offer applies.
5. Shipping Destinations
Available shipping destinations are shown through Ballford.com or during checkout.
We may restrict shipping to certain:
- Countries
- Regions
- Territories
- Postal codes
If we are unable to deliver to the address provided, we may contact you to arrange an alternative solution or cancel and refund the affected order.
6. Order Tracking
Where tracking is available, tracking details will normally be sent to the email address or other contact information provided during checkout once the order has been dispatched.
Please note that tracking information may not update immediately.
For example, a tracking number or shipping label may be generated before:
- The parcel is physically handed to the carrier
- The carrier completes its first scan
- The tracking system receives the first transit update
Tracking updates are supplied by the applicable carrier or logistics provider and may occasionally be delayed.
7. Multiple Shipments
Orders containing multiple products may occasionally be shipped in separate parcels.
This may occur where:
- Products are produced at different facilities
- One product requires personalization
- Products have different production times
- Products are stored at different fulfillment locations
- Separate shipping improves fulfillment efficiency
If an order is shipped in multiple parcels, you may receive more than one tracking number.
You will not be charged additional shipping fees solely because Ballford chooses to divide an order into multiple shipments unless otherwise agreed before purchase.
8. Shipping and Fulfillment Partners
Ballford may use third-party:
- Manufacturers
- Warehouses
- Fulfillment centers
- Logistics providers
- Postal operators
- Courier companies
to manufacture, prepare, fulfill, and deliver orders.
A parcel may therefore be shipped from a fulfillment location different from the registered address of Main Street Limited.
The physical shipping origin does not change the identity of the seller.
Your purchase remains a transaction with Main Street Limited, unless expressly stated otherwise.
9. International Orders
Ballford may ship orders internationally.
Depending on the destination country, international shipments may be subject to:
- Import taxes
- Customs duties
- Brokerage charges
- Local taxes
- Other import-related charges
Where these amounts are not collected by Ballford during checkout, they may be charged by customs authorities, carriers, or other third parties.
Responsibility for such charges will depend on the destination, shipping arrangement, and information communicated during checkout.
We do not intentionally impose undisclosed mandatory charges ourselves after an order has been placed.
10. Customs Processing
International shipments may occasionally experience delays during customs processing.
Customs clearance is controlled by the relevant authorities and carriers and may take additional time.
Ballford cannot guarantee the duration of customs clearance.
Where reasonably possible, we will provide assistance if a shipment encounters an identifiable customs-related issue.
11. Accurate Delivery Information
Customers are responsible for providing complete and accurate delivery information.
Please check the following carefully before completing your order:
- Recipient name
- Street address
- Apartment or unit number
- City
- State, province, or region
- Postal or ZIP code
- Country
- Telephone number, where required for delivery
If you notice an error after ordering, contact:
as quickly as possible.
We will attempt to correct the information before dispatch, but we cannot guarantee changes after production, fulfillment, or shipment has begun.
12. Incorrect or Incomplete Addresses
If a parcel cannot be delivered because incorrect or incomplete delivery information was provided by the customer, the shipment may:
- Be returned to the sender
- Be held by the carrier
- Require redelivery
- Incur additional carrier charges
Where appropriate, we may require payment of reasonable additional shipping costs before resending an order where the delivery failure resulted from incorrect information supplied by the customer.
Additional charges will not be imposed where the delivery problem resulted from an error by Ballford or our fulfillment provider.
13. Changing an Address After Ordering
We cannot guarantee that a shipping address can be changed after an order has been submitted.
Personalized products may enter customization shortly after purchase and other orders may enter fulfillment quickly.
If you need to correct an address, contact:
immediately.
If the parcel has already been dispatched, we may be unable to change the delivery address.
14. Delivery Attempts and Collection
Depending on the destination and carrier, delivery may require:
- A signature
- Collection from a pickup point
- Collection from a post office
- Additional delivery instructions
- A second delivery attempt
Customers are responsible for reasonably cooperating with the carrier to receive or collect their shipment.
If a parcel is returned because the recipient repeatedly failed to accept or collect it, reasonable reshipping costs may apply.
15. Delivered but Not Received
If tracking indicates that your order has been delivered but you cannot locate it, please first:
- Check around the delivery location
- Check with household members
- Check with neighbors where appropriate
- Check designated safe locations
- Contact the carrier where appropriate
You should also contact us at:
We will review available tracking and delivery information and provide reasonable assistance.
A carrier's delivery scan does not automatically prevent us from investigating a legitimate delivery issue.
16. Lost Shipments
If your shipment appears to have been lost in transit, contact:
We may investigate the shipment with the applicable carrier or logistics provider.
If a shipment is confirmed as lost before successful delivery, we may provide an appropriate remedy depending on the circumstances, such as:
- Reshipping the affected product
- Replacing the product
- Refunding the affected purchase
17. Damaged Shipments
If an item arrives damaged, please contact us as soon as reasonably possible at:
Please include:
- Your order number
- A description of the issue
- Clear photographs of the damaged product
- Photographs of the packaging where relevant
This information helps us assess the issue and, where appropriate, make a claim with the carrier or fulfillment provider.
Depending on the circumstances, we may offer an appropriate replacement, refund, or other remedy.
18. Delivery Delays
Occasional delays may occur because of circumstances such as:
- Severe weather
- Carrier disruptions
- Customs processing
- Transportation interruptions
- Public holidays
- High seasonal demand
- Promotional sales
- High order volume
- Supply-chain disruptions
- Events outside our reasonable control
If a material delay occurs, please contact us and we will provide the information reasonably available to us.
During major promotions or seasonal events, personalized orders may occasionally require additional processing time.
We will make reasonable efforts to minimize delays and dispatch orders as quickly as reasonably possible.
19. Delivery Deadlines
If you require an order for a particular event, trip, tournament, birthday, holiday, or other deadline, please take both the production period and shipping period into account before ordering.
Unless we expressly agree to a guaranteed delivery date, estimated dates should not be treated as guaranteed.
We recommend placing personalized orders sufficiently in advance.
20. Risk During Shipping
Where Ballford selects and arranges the carrier, we remain responsible for handling legitimate shipping issues in accordance with applicable law and the circumstances of the transaction.
If a shipment is lost or materially damaged before successful delivery, please contact us so that we can investigate and provide an appropriate remedy where applicable.
Different arrangements may apply where a customer independently selects and commissions a carrier that was not offered or arranged by Ballford.
Nothing in this policy excludes rights that cannot lawfully be excluded.
21. Refused Shipments
Refusing delivery does not automatically constitute a completed cancellation or approved return.
If you want to cancel or return an order, please follow the process described in our Returns & Refund Policy or contact:
Personalized products may be subject to specific cancellation and return restrictions.
22. Returned-to-Sender Shipments
If an order is returned to the sender, please contact us so we can determine why delivery failed.
Depending on the circumstances, available options may include:
- Redelivery
- Address correction
- Refund
- Another appropriate solution
Reasonable additional shipping charges may apply where delivery failed because of:
- Incorrect customer information
- Failure to collect the parcel
- Repeated failed delivery attempts attributable to the recipient
- Refusal of delivery
where charging such costs is appropriate and permitted.
23. Order Cancellations Before Shipment
If you wish to cancel an order before shipment, contact:
as soon as possible.
We will try to accommodate cancellation requests where reasonably possible.
However, personalized or custom-made products may enter production shortly after an order is placed.
Once personalization, customization, or manufacturing has begun, cancellation may no longer be possible.
Additional information regarding cancellations and personalized products is available in our Returns & Refund Policy and Terms of Service.
24. Changes to This Shipping Policy
We may update this Shipping Policy from time to time to reflect changes in:
- Shipping providers
- Fulfillment arrangements
- Delivery services
- Business operations
- Legal requirements
- Product processing times
The updated version will be published on Ballford.com with a revised “Last updated” date.
Changes will apply prospectively unless otherwise required or permitted.
25. Contact Us
For shipping, delivery, tracking, or order-related questions, contact:
Main Street Limited
Company No.: 79323348
39/F THE CTR
99 QUEEN'S ROAD CENTRAL
Hong Kong
Email: info@ballford.com
Website: Ballford.com