Shipping Policy

Last Updated: October 16, 2026

At SAMERAO, our products are made to order and fulfilled through specialized production and logistics partners.

This Shipping Policy explains our production times, delivery estimates, shipping costs, tracking procedures, customs responsibilities, and how we handle shipping-related issues.

By placing an order with SAMERAO, you acknowledge the shipping conditions described below, subject to applicable consumer protection laws.

1. Shipping Destinations

SAMERAO currently ships exclusively to:

• United States
• Canada

We do not currently accept orders for delivery outside these countries.

Certain remote or restricted destinations may experience longer delivery times or limited carrier availability.

2. Free Shipping on All Orders

SAMERAO offers FREE standard shipping on every order to the United States and Canada, with no minimum purchase required.

This applies to all products available in our store, regardless of order value or quantity.

SAMERAO covers the standard shipping costs charged by our fulfillment partners.

Customers will not be charged additional standard shipping fees at checkout.

Free shipping does not include applicable sales taxes, customs duties, import taxes, customs clearance charges, or additional delivery expenses caused by incorrect customer information, failed delivery attempts, or other circumstances described in this policy.

3. Made-to-Order Production

Most SAMERAO products are produced specifically for each customer after payment has been confirmed.

Under normal circumstances, our production partner aims to complete production and dispatch orders within approximately 48 hours after payment confirmation.

However, this is an estimated processing timeframe, not a guaranteed production deadline.

Production may take longer due to:

• High order volumes.
• Product availability or manufacturing requirements.
• Quality control procedures.
• Embroidery digitization or specialized customization.
• Public holidays or unexpected production disruptions.

Orders requiring embroidery digitization may need additional preparation time before production begins.

Once an order enters production, cancellation or modification options may become limited.

4. Estimated Delivery Times

Estimated total delivery time: 5–14 business days.

This timeframe generally includes production, order preparation, and shipping to the delivery address.

Business days exclude weekends and public holidays.

Delivery times may vary depending on:

• The destination and its accessibility.
• The selected carrier and shipping route.
• Customs inspections and clearance procedures.
• Production requirements.
• Seasonal shipping demand.
• Severe weather or logistical disruptions.

Remote destinations may require additional delivery time.

Delivery estimates are not guaranteed arrival dates.

5. Order Confirmation and Tracking

After placing an order, customers will receive an order confirmation email.

Once an order has been dispatched, a shipping confirmation email will be sent with tracking information when available.

Tracking updates may take some time to appear after the shipping label has been created or the parcel has been handed over to the carrier.

Customers can monitor their delivery using the tracking information provided.

For additional shipment tracking, customers may use:

https://www.17track.net/en

A shipment is generally considered delivered when the carrier's tracking system records its status as Delivered.

If a package is marked as delivered but cannot be located, customers should contact SAMERAO promptly so we can investigate the circumstances.

6. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing accurate and complete shipping information at checkout.

This includes:

• Full recipient name.
• Street address and building number.
• Apartment or unit number, where applicable.
• City, state or province.
• ZIP or postal code.
• Valid contact information.

If an address needs to be corrected after payment, customers must contact support@samerao.com as soon as possible.

We will attempt to coordinate the correction with our fulfillment partner, but address changes cannot be guaranteed once an order has entered production or shipping.

If incorrect or incomplete information prevents successful delivery, the following conditions may apply:

• The carrier may return, hold, or redirect the package.
• Redelivery may be possible if the carrier still has the package.
• Where redelivery is available, the process may take approximately 20–30 additional business days.
• Storage, handling, address correction, and redelivery charges may apply.
• Reasonable additional charges resulting from customer-provided incorrect information may be passed on to the customer, where permitted by applicable law.

If the package is lost or cannot be recovered because of incorrect shipping information supplied by the customer, a complimentary replacement or refund may not be available, subject to applicable law.

7. Failed Delivery Attempts and Refused Packages

Customers should ensure that their delivery location can receive packages and that any necessary delivery instructions are accurate.

If delivery fails because the recipient is unavailable, the address is inaccessible, or the recipient refuses the shipment, the carrier may hold, return, or otherwise process the package according to its procedures.

Additional storage, handling, return, or redelivery charges may apply.

If a customer refuses delivery without a valid product or fulfillment issue, SAMERAO may be unable to provide a refund or free replacement.

Any refund eligibility will be assessed according to the circumstances and applicable consumer protection laws.

8. Lost Packages and Prolonged Non-Delivery

If a package is lost during transportation, customers should contact SAMERAO at support@samerao.com as soon as possible.

Please include:

• Order number.
• Full name used for the order.
• Delivery address.
• Tracking number, if available.
• A description of the delivery issue.

We will investigate the shipment with our fulfillment and logistics partners.

If the package is confirmed lost in transit or remains undelivered for an extended period due to carrier-related issues, customers may be eligible for:

• A replacement shipment at no additional standard shipping cost.
• A refund where appropriate.
• Another resolution required by applicable consumer protection laws.

Eligibility will depend on the investigation, delivery circumstances, and applicable legal requirements.

Where the delivery issue results from incorrect customer-provided information, refusal of delivery, or failure to complete required customs procedures, complimentary reshipment or reimbursement may not be available.

9. Damaged, Defective, or Incorrect Products

If a customer receives an incorrect, damaged, or defective product, they should contact support@samerao.com as soon as possible, preferably within 30 days of delivery.

The request should include:

• Order number.
• Description of the problem.
• Clear photographs or videos showing the defect, damage, or incorrect item.
• Photographs of the packaging, if relevant.

SAMERAO will review the evidence and coordinate with our production partner to determine an appropriate resolution.

Depending on the circumstances, eligible claims may result in:

• A replacement product at no additional cost.
• A refund.
• Another appropriate remedy required by applicable law.

Customers are not required to contact our production partner directly.

Because our products are made to order, returns or exchanges for incorrect size or color selections, changes of mind, or personal preference are generally not accepted, except where required by applicable law or expressly authorized under our Refund Policy.

Normal characteristics of the manufacturing process that do not constitute product defects may not qualify for reimbursement.

This section does not limit any mandatory statutory rights.

10. Customs Duties, Import Taxes, and Clearance Fees

Although SAMERAO provides free standard shipping, international shipments may be subject to import-related charges imposed by the destination country.

These may include:

• Import duties or tariffs.
• Customs clearance or brokerage fees.
• Applicable import taxes.
• Customs inspection or storage charges.
• Other government-imposed import fees.

Any sales taxes collected directly by SAMERAO will be displayed at checkout.

Unless expressly stated otherwise during checkout, import-related charges not collected by SAMERAO are the responsibility of the recipient.

Free shipping does not mean that all import duties and taxes are included.

Customers may be required to provide additional documentation, respond to customs requests, or pay applicable charges before a shipment can be released.

If a customer refuses to pay legally required customs charges or fails to cooperate with customs clearance procedures, the shipment may be delayed, returned, held, confiscated, or destroyed by the relevant authorities.

In such circumstances, a refund or complimentary replacement may not be available where the loss results from the customer's refusal or failure to cooperate, subject to applicable law.

Additional charges resulting from such circumstances may be the customer's responsibility.

SAMERAO cannot guarantee that all orders will be delivered without additional customs-related charges.

11. Shipping Delays

We aim to deliver orders within the estimated delivery window, but unexpected delays may occur.

Possible causes include:

• Production or quality-control delays.
• Carrier disruptions.
• Customs processing.
• Severe weather.
• Natural disasters.
• Public holidays.
• Unforeseen transportation restrictions.

If your order is significantly delayed, please contact our support team.

We will review the tracking information and work with our fulfillment partner to investigate the issue.

Where a shipment exceeds the applicable fulfillment or delivery timeframe, SAMERAO will assess available remedies, including replacement or refund where appropriate.

Any mandatory consumer rights relating to delayed or undelivered goods remain unaffected.

12. Multiple Shipments

Orders containing multiple products may occasionally be divided into separate shipments because of production schedules, packaging requirements, or logistical arrangements.

Customers may receive more than one package and more than one tracking number.

No additional standard shipping fees will be charged for split shipments.

Different packages from the same order may arrive on different dates.

13. Order Cancellations and Changes

Customers should contact SAMERAO immediately if they need to cancel or modify an order.

Cancellation options depend on the order's production status:

Before production begins: Cancellation may be possible with a full refund of the order amount paid to SAMERAO.

After production begins but before shipment: Cancellation may no longer be possible without production-related deductions, where such deductions are permitted by applicable law and have been properly disclosed.

After shipment: Cancellation or refund requests will be handled under our Refund Policy and applicable consumer protection laws.

Because orders may enter production shortly after payment, customers are encouraged to review product details, sizes, colors, and shipping information before completing checkout.

14. Refunds and Shipping-Related Claims

All shipping-related claims must be submitted directly to SAMERAO.

We may request order details, photographs, tracking information, or other reasonable supporting evidence to investigate a claim.

Refunds, replacements, and redelivery requests will be evaluated according to the circumstances, our Refund Policy, and applicable consumer protection laws.

Where a refund is approved, it will generally be issued to the original payment method.

SAMERAO does not charge customers for standard shipping, so no standard shipping fee is deducted from an approved refund.

Additional expenses resulting from customer-requested redelivery, incorrect shipping information, or customs-related issues may be treated separately where legally permitted.

15. Contact Information

For questions about production, shipping, tracking, delayed orders, customs, or delivery issues, please contact:

SAMERAO

Email: support@samerao.com

Website: https://www.samerao.com

Please include your order number whenever possible so we can assist you efficiently.

SAMERAO is committed to providing transparent shipping information and resolving delivery issues fairly and in accordance with applicable law.