Shipping policy

Everything you need to know about how we get your order to you, anywhere in the world.

Shipping Options

Processing time before dispatch: 2-4 Business Days

1. Order Processing

• Processing time: Orders are checked, packed, and prepared for dispatch within 2-4 business days, excluding weekends and public holidays.
• Peak periods: Processing may take longer during holidays, major promotions, product launches, or unexpected global demand.
• Out-of-stock items: If an item becomes unavailable after purchase, we will notify you by email and offer a replacement, partial fulfillment, or order cancellation.
• Split shipments: We may ship items separately. If so, you may receive multiple dispatch confirmations and distinct tracking links.

2. Estimated Shipping Times

• Estimates are not guaranteed and may vary based on destination, carrier operations, severe weather, regional disruptions, and local customs processing.
• Europe, USA, Canada, Australia: Orders typically arrive within the operational windows listed above.
• Rest of World: Please allow an additional 5-7 business days beyond our standard baselines.
• Most customers receive their orders sooner than estimated.

3. Tracking & Delivery Events

• Tracking link: A tracking link will be emailed once your order is dispatched, where available depending on shipping method and final destination.
• Carrier practices: Delivery may occur via mailbox, mailroom, secure reception, parcel locker, localized collection point, neighbor, or a designated safe place at your drop address.
• Delivery evidence: Logistics carriers may record GPS scans, precise timestamps, signatures, or digital delivery photos. We reserve the right to reference this data to resolve disputes.

4. Delivery Address & Order Changes

• Address accuracy: Ensure your delivery destination is complete and accurate, including any vital apartment, suite, or unit numbers. You are responsible for the entry data provided at checkout.
• Corrections: Contact us immediately at help@distopion.com with your order number. Address edits cannot be guaranteed once fulfillment has started or the order is turned over to the carrier.

5. Delivery Issues & Claims

• Damaged items: Contact us at help@distopion.com within 48 hours of delivery with clear photos of the item, structural packaging, and the shipping label.
• Lost in transit: Notify us within 14 days of the latest tracking milestone update, or within 21 days of dispatch if no tracking was allocated to your tier.
• Marked "Delivered" but missing: Kindly audit neighbors, your local reception, mailroom, or local collection depots first. Contact the postal carrier, then email us within 48 hours of the official delivery scan.
• Documentation: We may request a signed non-receipt statement or an official law enforcement report where situational parameters justify it.
• Resolution: Confirmed package losses or verified damages may be resolved via replacement, store credit, or direct refund, subject to inventory availability.

6. Safe Place & Dispute Protection

• Safe place drops: Drops finalized to an instructed safe location will be processed as a successful delivery event, to the full extent permitted by applicable laws.
• Theft after delivery: We are unable to issue replacements or refunds if a package is stolen following confirmed point-of-delivery execution. We highly recommend shipping to secure, attended destinations.
• Disputes and chargebacks: Where delivery tracking logs confirm successful distribution, we will share verified files with clearing carriers or credit processors while explicitly honoring all mandatory consumer rights.

7. Customs, Duties & Taxes

• European Union: We cover all statutory duties and taxes on EU shipments. Select countries may require you to supply extra documentation to regional carriers in order to release the parcel.
• USA & Canada: We cover all entry duties and taxes on US and Canadian destination orders. Carriers may require addition customs clearing profiles in isolated circumstances before handing over keys.
• United Kingdom: Advertised retail pricing on UK bound orders is fully inclusive of UK VAT at the relevant legal rate. Additional UK entry assessments do not apply.
• Other International: Outside the pre-arranged territories highlighted above, import duties and tariffs are assessed by the host country and remain the sole responsibility of the recipient. If you believe you were assessed errors on taxes, contact us immediately.

8. Undeliverable & Returned Packages

• Returned to sender: Parcels sent back due to bad shipping addresses, delivery refusal, or missed collections may be re-dispatched at our warehouse's discretion once checked in.
• Re-shipping fees: Outbound re-shipping fees may apply. Original delivery costs paid at checkout are non-refundable unless designated otherwise by regional mandates.
• Refund adjustments: Standard returns processed from failed deliveries may exclude initial fulfillment costs and remain subject to handling deductions where permitted under law.

9. Delays & Force Majeure

• We are not liable for delayed shipping performance caused by environmental or systematic triggers outside our realistic reach, including carrier strikes, extreme weather, customs gridlocks, natural disasters, or public health emergencies.
• We reserve the right to swap transit carriers when dynamically necessary to bypass blockages, without dropping the core service tier you originally purchased.

10. Your Legal Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws. Where local law provides specific rights or remedies, those rights will apply in full.

Questions?

Include your order number and we'll respond promptly.
help@distopion.com