Trade shipping worldwide. Dispatched from UK stock or direct from our manufacturing partner in Shenzhen, depending on order size and stock position.
We hold working stock at our UK warehouse and can also dispatch direct from our contract manufacturer in Shenzhen for larger orders. Which route your order takes depends on order size and current stock position:
The dispatch origin for your order is confirmed on your quote before payment. Where both routes are available, we'll show you both options.
Lead times below assume stock availability and cleared payment. Lead times for back-ordered SKUs and direct-from-factory orders are confirmed at the point of order.
| Service | Typical transit |
|---|---|
| UPS UK parcel | 1–2 working days |
| UPS UK pallet freight | 2–3 working days |
| UPS Europe Express parcel | 2–5 working days |
| UPS international Express / Expedited parcel | 3–7 working days |
| UPS international air freight (pallet) | 5–10 working days, door-to-door |
| Service | Typical transit |
|---|---|
| UPS Worldwide Express / Saver parcel | 3–6 working days from dispatch |
| UPS air freight (pallet) | 7–14 working days, door-to-door |
Direct-from-factory orders are subject to a production and pre-dispatch QC window before transit begins. The full quoted lead time covers production, dispatch, transit, and arrival at destination.
Transit times are UPS estimates. Delays caused by customs inspections, weather, or carrier disruption are outside our control.
Shipping is not built into product pricing. Each order is quoted individually so you only pay for what your order actually costs to move. Quotes confirm dispatch origin, transit time, Incoterms, and any landed-cost components before payment is taken.
For repeat or scheduled orders, we can pre-agree shipping rates and dispatch routing against a forecast volume. Contact us to set this up.
We work to Incoterms 2020. Our default terms are:
If you need a different Incoterm — DDP, CIP, CPT, FOB on sea freight, or others — let us know at the point of enquiry and we'll quote accordingly. DDP quotes for non-UK destinations require the destination country to be confirmed before pricing and are subject to local registration requirements being in place.
For all international shipments, the buyer acts as importer of record by default. This means you are responsible for:
We supply commercial invoices, packing lists, certificates of origin where requested, and conformity documentation to support your import. Notification numbers (ECID, EU-CEG where applicable) and technical files are available on request.
If a shipment is refused, abandoned, seized, or returned at destination because of unpaid import charges, missing import licences, or failure to clear local product notification requirements, return freight and any destruction or storage charges are billed to the buyer. We are not responsible for shipments seized, destroyed, or returned due to import obligations that sit with the buyer as importer of record. No refund or credit is issued in these circumstances.
All shipments are accompanied by a commercial invoice and packing list. Goods are declared accurately using the correct HS codes and product descriptions. E-cigarette products are declared as ENDS (Electronic Nicotine Delivery Systems). Lithium-ion batteries are declared in line with applicable dangerous goods regulations.
We will not:
Please don't ask us to.
DNA ONE devices contain lithium-ion batteries, which are classified as dangerous goods for air transport. SVIUK Ltd is IATA-certified for the transport of Section II Lithium Ion Batteries by air, in accordance with Section 1.6 of the IATA Dangerous Goods Regulations. UK-dispatched UPS air parcel and air freight shipments are packaged, marked, and declared in line with these requirements. Direct-from-factory shipments are dispatched under our manufacturing partner's equivalent certifications.
UK pallet freight is shipped on standard 1200 × 1000mm or 1200 × 800mm Euro pallets, shrink-wrapped, with corner protection and edge banding. Pallets are not stackable in transit unless explicitly arranged. Pallet height is kept below 1.6m for standard road freight unless otherwise agreed.
Tail-lift delivery is available on request. Specify at the point of order if the receiving address does not have forklift access.
China-dispatched pallet freight uses equivalent specifications palletised at origin.
We do not ship DNA ONE devices or pods into the following markets due to local import restrictions, market closures, or product notification regimes we cannot support. Orders placed for delivery to these markets will be cancelled and refunded:
Some markets on this list are open in principle but require local product notification or licensing that must sit with a domestic entity. If you hold the relevant authorisations in your country, get in touch — we may be able to support shipment under your authorisations.
If you believe a country listed above is shown in error, or if your country is not listed but you're unsure whether DNA ONE products can be legally imported and sold there, contact us at [email protected] before placing an order. It is the buyer's responsibility to verify that the goods can be legally imported and sold in the destination market.
For freight enquiries, bulk shipping quotes, or to discuss direct-from-factory arrangements:
Orders placed before 10am GMT on a working day are dispatched the same day. Orders placed after 4pm, at weekends, or on UK bank holidays ship the next working day.
You'll receive an email confirmation with tracking details once your order is dispatched. If it hasn't arrived in the expected window, check the tracking first — carriers occasionally hold or scan parcels before delivery attempts.
If the order hasn't shipped yet, email us at [email protected] straight away and we'll update it. Once the order is dispatched we can't change the address — you'll need to arrange with the carrier directly, or wait for it to come back to us.
Check with neighbours and any safe-drop locations first (many carriers leave parcels in sheds, porches, or with neighbours without flagging it clearly on tracking). If you still can't find it after 48 hours, email us and we'll open a case with the carrier.
Some countries prohibit the import of e-cigarette products to retail customers. We comply with those restrictions. The list above is accurate to the best of our knowledge — if you believe your country is listed in error, get in touch and we'll look into it.
No. We declare the correct value and description on all customs paperwork. Asking us to do otherwise is misdeclaration, which is a customs offence.