Shipping Policy

Last updated: 18 October 2026

This policy applies to all orders placed through the Tracy online store with TJL Ecommerce Hub Limited, trading as Tracy. All of our products are personalised or made to order, which affects production time and how returns work. Please read it before you buy.

1. Payment

Prices are in US dollars (USD). Payment is taken in full at checkout by card or the other methods shown on the checkout page, processed securely by third-party payment providers. We start processing your order once payment is successfully received. Shipping cost and any applicable taxes are shown at checkout before you pay.

2. Personalisation details

Enter your personalisation (name, number, text, colours, size, photo or other options) in the fields on the product page before adding the item to your cart. Check spelling and details carefully: we produce your item exactly as submitted. If we need clarification or a clearer photo we will email you, and production starts once we have it.

3. Processing and production time

Each item is made after you order. The production time stated on the product page applies to that item. Production for all of our items normally takes 7 to 10 business days. Business days exclude weekends and public holidays. Production time is in addition to shipping time. During peak seasons, production may take longer; we will tell you if your order is delayed.

4. Shipping

Standard shipping: we currently ship to the United States. Standard shipping usually takes 7 to 15 business days after dispatch. Production and shipping times are separate. The shipping cost is shown at checkout before you pay.
Express shipping: available only in specific cases (for example, an urgent event date) and subject to our confirmation. Please contact our support team or email support@ensado.com before ordering. We will confirm whether express shipping is possible for your order, the extra cost and the expected delivery time. Express shipping shortens delivery time only, not production time.
Delivery times are estimates and are not guaranteed. Delays can be caused by carriers or customs.
You receive a confirmation email when your order ships, with tracking information where available.
Please enter a complete and correct delivery address. We are not responsible for delays or loss caused by an incorrect or incomplete address. If a parcel is returned to us because of an address error, we can re-send it once you pay the shipping cost again.
Available destinations and shipping rates are shown at checkout. For orders shipped to the United States, import duties, import taxes and customs clearance charges are included in the amount paid at checkout. You will not be asked to pay these charges again on delivery. If a carrier requests an additional import or customs payment, please contact support@ensado.com so we can resolve it.

5. Lost or delayed parcels

If your tracking has not updated for 10 days or your parcel is lost, contact us and we will work with the carrier. If the parcel cannot be found we will re-make and re-send your order or refund you.

6. Contact

TJL Ecommerce Hub Limited (Tracy)
Rm 1508, 15/F., Office Tower Two, Grand Plaza, 625 Nathan Road, Mong Kok, Kowloon, Hong Kong
Email: support@ensado.com | Phone: +1 (346) 447-9468