Shipping policy

Shipping Policy

Trade Name: Sempal

Contact Phone: (380) 452-1147

Service Email: Order@sempal.shop

Registered Business Address: Sempal, 1996 Guildhall Dr, Columbus OH 43209, United States

Effective Date: June 2026

1. Order Processing & Dispatch Timeline

All orders placed on Sempal official store will complete payment verification, stock check, product picking, pre-shipment quality inspection and protective packaging once payment is fully confirmed. Our warehouse team operates Monday through Friday, excluding US federal holidays, weekends and operational suspensions caused by force majeure events.
All in-stock standard merchandise will be shipped out within 24–48 business hours after successful payment clearance. Orders completed on weekends or US public holidays will start processing on the next business day, and the 24–48 hour dispatch timer will restart from that day.
If ordered items are temporarily out of stock, delayed by supplier restocks or bulk pre-order backlogs, our customer support team will send a formal notification email via Order@sempal.shop within 2 business days, offering three solutions for buyers: wait for full restock shipment, split delivery of available items first with backorders shipped separately later, or full unconditional order refund with zero deductions. We will never ship substitute items or partial parcels without the buyer’s written consent.
Custom, engraved and made-to-order goods require additional dedicated production time, and the extended processing lead time will be clearly marked on each corresponding product page for pre-purchase reference.

2. Delivery Zones & Estimated Global Transit Time

Once parcels are scanned and handed over to contracted logistics carriers, the standard worldwide transit period is 9–21 business days, covering the contiguous United States, Alaska, Hawaii, US territories, Canada, all EU/EEA nations, UK, Australia and all other international regions globally.
The 9–21 business day delivery window is an estimated reference only and not a legally guaranteed delivery date. Delays may occur due to random customs inspections, holiday shopping peaks, local national public holidays, carrier labor strikes, extreme weather disasters or sudden cross-border transport policy changes, all of which are outside our reasonable control. Sempal shall not be liable for compensation related to delays caused by these uncontrollable external factors.

3. Shipping Cost Calculation & Free Shipping Threshold

All delivery fees are automatically calculated at checkout by our system based on three core factors: total packaged weight of ordered goods, recipient shipping address/country, and selected shipping service tier. All displayed shipping charges include standard shockproof packaging costs with no hidden surcharges added after checkout.

Domestic US Free Shipping Rule

Orders with pre-tax merchandise subtotal of $45 and above qualify for complimentary standard ground shipping across the contiguous United States. This free shipping benefit does not apply to Alaska, Hawaii, US territories and expedited shipping upgrades. Customers who require faster delivery may voluntarily pay the freight difference regardless of free shipping eligibility.

Canada & International Cross-Border Shipping Rules

Free standard shipping is not offered under our regular daily sales terms. Limited-time global free delivery promotions will be prominently displayed on the website homepage, product banners and checkout page with fixed start and end validity dates. All shipping discount codes and promotional vouchers may only be redeemed strictly per the terms stated upon issuance.

4. Import Duties, Taxes & Customs Liability Statement

  1. Shipments delivered entirely within the United States will not generate cross-border import duties. Applicable sales tax will be calculated and collected at checkout in compliance with Ohio and US state tax regulations, independent of clauses within this shipping policy.
  2. For all Canada, EU, EEA and non-US international orders, all destination country import duties, local sales/VAT taxes, customs clearance administrative fees, commodity inspection levies and any supplementary fines incurred during inbound customs procedures shall be fully and solely borne by the receiving buyer.
It is the buyer’s sole responsibility to research and understand local commodity import restrictions, tax brackets and entry regulatory requirements before completing checkout. If customs authorities detain parcels, levy additional tax penalties or refuse import entry entirely due to local import law limitations, product inspection non-compliance or insufficient import documentation provided by the buyer, all resulting detention storage fees, round-trip return shipping charges and total goods forfeiture losses shall be fully undertaken by the purchaser. Sempal will not provide any financial compensation for economic losses arising from destination customs intervention.

5. Claim Procedures for Damaged, Lost or Shortage Parcels

5.1 Damaged Goods Claim Guidelines

Customers must fully inspect outer packaging immediately upon courier delivery handoff. If the carton shows obvious crushing, water damage, tearing or structural breakage, buyers have the right to refuse signature acceptance and return the parcel directly to the courier driver on-site.
For parcels already signed for delivery where internal products are found damaged after unboxing, buyers must gather complete supporting evidence including unaltered full photos of the original outer packaging, close-up detailed photos of all damaged goods and a clear screenshot of the parcel tracking label. A formal damage compensation application must be submitted via Order@sempal.shop within 7 calendar days from the system-marked delivery date. Our after-sales team will complete full evidence verification within 3–5 business days upon receiving complete materials and provide two resolution options: free identical replacement reshipment or proportional/full monetary refund matching the value of damaged merchandise. Any damage claim submitted after the 7-day valid application window will be rejected, as the causal link between transit handling and product damage cannot be reliably verified.

5.2 Lost-in-Transit Parcel Investigation & Remedies

If logistics tracking information remains stagnant with no updated movement records for an abnormally long period, customers may submit a formal lost parcel inquiry through our official support email. Our team will initiate an official loss trace investigation with contracted courier partners. Formal written loss confirmation issued by the carrier generally requires a waiting period of 15–30 business days, varying per each logistics provider’s internal claim processing protocol. Once official carrier loss certification is obtained, customers may select either free duplicate reshipment of the complete order or a full unconditional refund of all lost merchandise value at no extra cost. We cannot process premature refunds or replacement shipments prior to receiving authoritative carrier loss verification documents.

5.3 Missing Item / Quantity Shortage Claim Standards

If partial ordered goods are found missing after unboxing, buyers must provide complete uninterrupted unboxing video footage and official parcel weight certification issued by the courier within 5 business days after delivery confirmation. Our team will cross-reference original warehouse picking logs, pre-shipment quality control records and carrier loading manifests to confirm liability attribution. After responsibility verification, we will either resupply all missing products free of delivery charges or issue a proportional refund matching the value of absent goods.

6. Handling of Undeliverable, Misaddressed & Refused Parcels

Buyers bear full responsibility for entering accurate recipient full name, complete detailed street delivery address, valid active contact phone number and correct postal ZIP code during checkout order submission.
Parcels returned to our Columbus warehouse due to buyer-side errors including inaccurate address input, unreachable recipient contact information, voluntary refusal of delivery without legitimate product quality objections, or prolonged recipient absence triggering automatic courier return will result in deduction of the original outbound shipping cost plus full round-trip return logistics fees from any issued refund. Customers who wish to arrange secondary re-delivery of returned goods must pay a brand-new full shipping fee to cover the second dispatch.
If parcels are returned solely as a direct result of internal warehouse picking errors or our own manual address entry mistakes, Sempal takes complete responsibility for all freight costs and arranges complimentary re-delivery immediately after confirming the internal operational error.

7. 30-Day Return & Refund Supplementary Clause Linked to Shipping

We provide a unified 30-day return window for all eligible goods, calculated from the date the logistics carrier marks the parcel as delivered:
  1. Customers requiring product returns shall send a formal return application email to Order@sempal.shop within 30 calendar days after delivery date; return requests submitted beyond the 30-day period will be rejected.
  2. Returned merchandise must remain unused, unwashed, intact with original packaging, brand tags and full matching accessories. Customized goods, clearance sale items and hygiene-sensitive products are non-refundable and non-returnable.
  3. Buyers shall bear all return shipping expenses unless the return requirement arises from our delivery error, wrong item dispatch or verified factory manufacturing quality defects.
  4. After our warehouse receives and completes inspection of returned goods, corresponding payment will be refunded to the original payment account within 3–7 business days. Partial deductions may apply if returned items show obvious wear, damage or missing original accessories.

8. Force Majeure Delivery Delay Liability Exemption Clause

Sempal shall be released from all contractual breach liability and compensation obligations for delayed shipments, suspended dispatch, stock shortages and logistics service interruptions caused by unforeseeable and uncontrollable force majeure events outside our reasonable operational supervision scope. Applicable incidents include but are not limited to natural disasters such as wildfires, floods, hurricanes and earthquakes; national extreme weather emergency alerts; sudden cross-border customs policy revisions; large-scale industrial strikes by international logistics carriers; public health lockdown control restrictions; temporary airway and seaport closures; and all mandatory regulatory measures issued by national government competent authorities. In the event of large-scale nationwide logistics disruption, we will publish real-time delay notification announcements on the official website homepage for all customers’ reference.

9. Policy Revision & Supplementary Terms Regulation

Sempal reserves the unilateral right to revise, supplement and adjust all clauses contained within this Shipping Policy at any time, in response to updated US domestic transportation regulatory standards, evolving cross-border international logistics frameworks and internal business operational adjustment demands. All revised policy terms take immediate legal effect upon publication on the dedicated policy page of our official website, with no separate individual notification required for existing or prospective customers. It remains the customer’s independent obligation to review our latest effective shipping policy content before placing each new order to stay informed of all current delivery rules and provisions.