Shipping Policy

1. Order Processing

1.1 Processing Times

In-Stock Items: Orders are typically processed within 1-2 business days (Monday-Friday, excluding Romanian public holidays). During high-volume periods, processing may take up to 5 business days.

Out-of-Stock Items: If an item is out of stock, a visible banner will be displayed on the product page showing the estimated restock date. You may still place an order to reserve a unit from the upcoming batch, but it will ship according to the date displayed on the banner.

1.2 Order Confirmation

You will receive an order confirmation email immediately after placing your order. This confirms receipt but does not guarantee acceptance. Orders are accepted only upon shipment.

1.3 Fulfillment Partners

We've enhanced our delivery process by working with a logistics partner network. Your order will be packaged and dispatched from the fulfillment center serving your area, using trusted local carriers. This partnership ensures prompt delivery while minimizing shipping times.

1.4 Order Verification

For security purposes, we may contact you to verify order details, especially for:

• First-time customers
• High-value orders
• Orders with billing/shipping address mismatches
• International orders to certain countries

2. Shipping Methods and Delivery Times

2.1 United States Shipping

2.2 European Union Shipping

2.3 International Shipping

Note: Delivery times are estimates from dispatch date and do not include processing time or customs clearance. When selecting Time-Definite shipping methods, the estimated delivery time will be displayed clearly during the checkout process.

3. Shipping Costs

3.1 Shipping Rates

Shipping costs are calculated at checkout based on:

• Destination country
• Package weight and dimensions
• Selected shipping method
• Current carrier rates

3.2 Shipping Promotions

We occasionally offer promotions that reduce or eliminate shipping costs. These promotions are subject to the following terms:

• Minimum order values may apply
• Limited to specific regions
• Standard shipping only (upgrades available at cost)
• Cannot be combined with other offers unless stated
• Promotion terms subject to change without notice

4. Order Tracking

4.1 Tracking Information

Once your order ships, you will receive an email with:

• Tracking number(s)
• Carrier information
• Direct tracking link
• Estimated delivery date

4.2 Tracking Updates

Tracking information may take 24-48 hours to appear in carrier systems. For international shipments, tracking may be limited once the package leaves the origin country.

5. Delivery

5.1 Delivery Attempts

Carriers typically make 1-3 delivery attempts. After failed attempts:

• Package may be held at local facility for pickup
• Delivery may be rescheduled
• Package may be returned to sender

5.2 Signature Requirements

Signature may be required for:

• High-value orders (over $200)
• Express shipments
• Deliveries to certain addresses
• As required by local regulations

5.3 Delivery Address

Please ensure your shipping address is complete and accurate. We are not responsible for delays or losses due to:

• Incorrect or incomplete addresses
• Undeliverable addresses (PO Boxes for certain carriers)
• Address changes after shipment

6. International Shipping - Important Information

6.1 Customs and Import Duties

International customers are responsible for:

• All import duties and taxes
• Customs clearance fees
• VAT or GST as applicable
• Any other government-imposed charges

These charges are NOT included in our prices or shipping costs and are collected by your local customs office upon delivery.

6.2 Customs Declarations

We are required by law to declare accurate values on customs forms. We cannot:

• Mark items as "gift" when they are purchases
• Declare false or reduced values
• Falsify customs documentation

Important: If your order is returned because you could not be contacted to pay customs and import taxes, the costs of return shipping and the initial shipping costs are non-refundable.

6.3 Restricted Destinations

We ship worldwide with the following temporary exceptions:

• Chile: Paused due to import regulations
• Argentina: Paused due to import regulations
• Russia: Paused due to carrier service issues

We hope to resume service to these areas in the future. Additionally, we cannot ship to countries subject to trade embargoes or sanctions. It is your responsibility to ensure products can be legally imported to your country.

6.4 Customs Delays

International shipments may be delayed by customs inspection. We have no control over these delays and cannot predict their duration. Typical delays range from 2-14 days but can be longer.

7. Shipping Restrictions

7.1 Restricted Addresses

Shipping limitations apply to:

• APO/FPO/DPO addresses: We ship to military addresses but have experienced challenges with delivery. Delays may occur due to military mail system requirements
• PO Boxes: We ship to PO Boxes. Note that 2-day shipping will automatically convert to USPS Priority Mail with similar transit times
• Freight forwarders (without prior approval)
• Hotels or temporary addresses
• Reshipper addresses

7.2 Order Limitations

To ensure fair distribution and prevent resale:

• Maximum 3 units of the same product per order
• Maximum 5 total units per order
• Orders exceeding limits may be cancelled
• Commercial quantities require business account

8. Lost or Damaged Shipments

8.1 Lost Packages

If tracking shows delivered but you haven't received your package:

1. Check with household members or neighbors
2. Look for notice of attempted delivery
3. Contact local carrier facility
4. Contact us within 14 days of delivery date

Lost Package Claims: We can file claims with carriers between 25-45 days after the last tracking update. You must contact us within this timeframe. Claims are automatically rejected if:

• Filed outside the 25-45 day window
• Package shows "Delivered" or "Returned to Sender"
• International packages show arrival in destination country

If the carrier accepts our claim, we'll provide a full refund including shipping costs.

8.2 Damaged in Transit

If your package arrives damaged:

1. Document all damage with photos immediately
2. Keep all packaging materials
3. Contact us within 48 hours
4. We will file carrier claim and send replacement

8.3 Insurance

All shipments include basic insurance. Additional insurance is available at checkout for high-value orders. We handle all insurance claims on your behalf.

9. Special Circumstances

9.1 Pre-Orders

Pre-order items ship when available. If your order contains both in-stock and pre-order items:

• Entire order ships when all items are available
• Split shipping available for additional fee
• Estimated ship dates are not guaranteed

9.2 Holiday Shipping

During peak seasons (November-December):

• Order early to ensure delivery
• Express shipping recommended for gifts
• Carrier delays are common
• Cut-off dates posted on website

9.3 Force Majeure

We are not liable for shipping delays caused by:

• Natural disasters or severe weather
• Pandemic-related restrictions
• Carrier strikes or disruptions
• Government actions or customs delays
• Other events beyond our control

10. Contact Information

For shipping inquiries:

Email: epilogue.co/support
Subject Line: Include order number for faster service

Ship From Location:
Orders ship from our fulfillment centers in:
• United States (for Americas orders)
• Romania (for EU/European orders)
• Strategic partners for other regions

11. Severability

If any provision of this Shipping Policy is determined to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions of this policy shall continue in full force and effect. The invalid or unenforceable provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable.