Shipping policy

Last updated: August 29, 2026

This Shipping Policy explains how orders placed through ThermStride are processed and delivered. ThermStride is operated by Jormo LTD.

Where we ship

We currently ship to eligible addresses in the United States, Canada, and Europe. Availability may vary by destination and will be confirmed at checkout. We do not deliver to locations that our carriers cannot service or where shipping is restricted by law.

Shipping cost

We offer free standard tracked shipping on eligible orders to the destinations available at checkout. If an optional paid shipping service is offered, its price will be displayed before payment.

Order processing

Orders generally enter processing within 12 hours after payment is successfully confirmed. Orders placed during weekends, public holidays, periods of unusually high demand, or security review may take longer to dispatch.

Once an order has entered processing, we might not be able to change or cancel it. Contact support@thermstride.com as soon as possible if an address or order detail is incorrect.

Estimated delivery

Standard delivery normally takes 7–15 business days after dispatch. Business days exclude weekends and public holidays. This estimate is not a guaranteed delivery date.

Customs checks, severe weather, remote destinations, carrier disruption, incorrect address information, and peak seasonal volume can cause delays outside our reasonable control.

Fulfilment location

Orders are currently fulfilled from Hong Kong. An order may travel through more than one carrier or logistics facility before final delivery.

Tracking

When tracking becomes available, we will send it to the email address used at checkout. Tracking can take up to 72 hours after dispatch to show its first carrier scan. Some international shipments transfer to a local carrier for final delivery.

Customs, duties, and import taxes

Unless checkout expressly states that duties and import taxes are included or prepaid, the customer is responsible for any customs duties, import taxes, brokerage fees, or other charges imposed by the destination country or carrier. These charges are not controlled by ThermStride and are not included in our product prices.

Refusing a shipment because of unpaid import charges may result in return or disposal costs. Any refund will be assessed under our Return & Refund Policy and applicable law.

Address accuracy and delivery attempts

Customers are responsible for providing a complete and accurate delivery address. If a parcel is returned because of an incorrect address, refusal, or unsuccessful delivery attempts, reasonable reshipping or return costs may be deducted where permitted by law.

Lost, damaged, or delayed orders

If tracking has not updated for an unusual period, shows delivery but the parcel cannot be found, or the package arrives damaged, contact us promptly at support@thermstride.com. Include your order number and any relevant photographs. We may ask you to check with household members, neighbours, the local carrier, or the delivery location while we investigate.

Contact

Jormo LTD
128 City Road, London, EC1V 2NX, United Kingdom
support@thermstride.com

The London address above is our registered contact address, not a return warehouse. Contact support before sending any product back.