Shipping policy

SHIPPING, ORDERS & PROTECTION POLICY

Effective Date: April 5, 2026
This policy may be updated or modified at any time without prior notice.

Order Processing

All orders are processed within 3–7 business days. This includes order verification, quality control, and secure packaging.

We reserve the right to delay, hold, or cancel any order if additional verification is required for security or fraud prevention.

Shipping Time

Estimated delivery time: 7–15 business days.

We do not guarantee specific delivery dates due to possible delays caused by customs, carrier operations, holidays, or other external factors. However, we provide tracking updates for every order and keep customers informed throughout the process.

Shipping Delays

Delays caused by third-party carriers, customs, or external conditions are outside our control. We always aim to provide tracking updates and maintain clear communication with customers whenever possible.

Address Accuracy

Customers are responsible for providing accurate shipping information.

If incorrect or incomplete details are provided, we cannot guarantee successful delivery.

Address changes must be requested within 24 hours of placing the order.

Order Cancellation

Orders may be canceled within 24 hours of purchase.

After this period, cancellation may not be possible if processing has already begun.

Returns and Change of Mind

We accept returns within 14 days of delivery for eligible items.

Items must be unused and in original condition. Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

For full details, please refer to our Return & Refund Policy.

Damaged, Defective, or Missing Items

If your item arrives damaged, defective, or missing, you must contact us within 7 days of delivery at support@samrond.com.

To process your request, we may require:

  • Order number
  • Clear photos of the item
  • Photos of packaging (including shipping label)

Claims without sufficient evidence may not be processed. Each case is reviewed individually based on the provided information.

Resolution Policy

If a claim is approved, we will determine an appropriate resolution, which may include a replacement, partial refund, or store credit.

Fraud and Abuse Protection

We monitor transactions to prevent fraud and misuse.

We reserve the right to decline suspicious claims or restrict future transactions where necessary.

Chargeback Policy

We encourage customers to contact us first before initiating any payment dispute.

If a dispute is opened, we will provide all relevant order, payment, and delivery documentation to the payment provider.

Lost or Stolen Packages

If tracking confirms delivery, customers should contact the shipping carrier for assistance.

We may assist where possible, but resolution is not guaranteed.

Returned to Sender

If an order is returned due to incorrect address or failed delivery, reshipping fees may apply.

International Shipping

Customers are responsible for any applicable customs duties or import taxes as determined by their local authorities.

Product Use

Customers are responsible for proper use of products according to provided instructions.

Customer Support

Email: support@samrond.com
Response Time: Within 24 hours
Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (Eastern Time – USA / UTC-5)

Legal Validity

If any part of this policy is deemed invalid, the remaining provisions remain in full effect.

Entire Agreement

This policy represents the complete agreement regarding shipping and order terms.

Policy Updates

We may update this policy at any time. Continued use of our website and services indicates acceptance of any changes.

Limitation of Liability

We will make reasonable efforts to assist customers in resolving shipping issues, including lost, delayed, or damaged packages, and coordinate with shipping carriers when necessary.

Final Agreement

By placing an order, you confirm that you have read, understood, and agreed to this policy.