Shipping Policy

🌎 Where We Ship

We currently ship to:          

• United States (domestic)
• Canada
• United Kingdom, France, and wider Europe
• Australia

Note: We cannot ship to PO Boxes, APO/FPO addresses, or freight forwarders at this time.

🚚 Shipping Rates & Delivery Times

United States

• FREE standard shipping (no minimum)
• Estimated delivery: 5–7 business days after dispatch
• Carrier: USPS / UPS

Canada

• Flat rate: $17.99 per order
• Estimated delivery: 7–14 business days after dispatch
• Carrier: Canada Post / UPS

United Kingdom & Europe

• Flat rate: $19.99 per order
• Estimated delivery: 7–14 business days after dispatch
• Carrier: Royal Mail / DHL
• VAT & Customs: UK/EU customers are responsible for import duties, VAT, and customs charges collected at delivery.

Australia

• Flat rate: $24.99 per order
• Estimated delivery: 10–15 business days after dispatch
• Carrier: Australia Post / DHL
• Import duties and GST may apply at delivery.

⏱️ Processing &Fulfillment

• Order processing: 1–3 business days (Mon–Fri, excluding UK public holidays)
• Orders placed after 2pm GMT Friday will be processed the following Monday
• You'll receive a shipping confirmation email with tracking once dispatched

🛃 International Orders: Customs, Duties & Taxes

All orders shipped outside the United States may be subject to:

• Import duties
• VAT or GST
• Customs clearance fees

These charges are determined by your local customs authority and are the customer's responsibility. Stelimasa Health has no control over these fees and cannot predict their amount. Refusal to pay customs charges may result in the package being returned or destroyed, with no refund issued.

📍 Delivery & Signature Requirements

• Standard delivery: Left at your doorstep (no signature required)
• High-value orders (over $150): May require signature at carrier's discretion
• Incorrect address: If you provide an incorrect or incomplete delivery address, we are not responsible for non-delivery. Please contact us immediately if you need to update your address.

📦 Lost, Damaged, or Undeliverable Packages

Lost Packages

• If tracking shows "delivered" but you haven't received it, check with neighbors and household members first
• Contact us within 7 days at support@stelimasahealth.com — we'll open a carrier investigation

Damaged Packages

• Inspect your package upon delivery
• Contact us within 48 hours with photos of the damage (box + product)
• We'll arrange a replacement or refund

Undeliverable / Returned Packages

• If your package is returned as undeliverable due to incorrect address or refusal of customs charges, you'll be refunded the product cost minus original shipping fees

✏️ Order Changes & Cancellations

• Before dispatch: Contact us immediately at support@stelimasahealth.com — we'll do our best to update or cancel your order
• After dispatch: Orders cannot be cancelled. You may refuse delivery or initiate a return once received (see Returns Policy)

🔎 Order Tracking

Once your order ships, you'll receive:

• Shipping confirmation email
• Tracking number and carrier details
• Estimated delivery date

Track your order anytime via the link in your email. If tracking hasn't updated in 5 business days, contact us.

⚠️ Delays & Force Majeure

While we aim for timely delivery, we cannot guarantee delivery dates due to factors outside our control, including:

• Customs delays
• Carrier disruptions (strikes, extreme weather, pandemics)
• Incorrect or incomplete address information
• Public holidays

We are not liable for delays caused by these circumstances.

📧 Shipping Support

For shipping questions or issues, contact us:

• Email:support@stelimasahealth.com
• Subject line: "Shipping Inquiry - Order #[your order number]"
• Response time: Within 1–2 business days

🏢 Shipped From

All orders are fulfilled and dispatched by our trusted logistics partner on behalf of:

Stelimasa Direct UK Limited
Our Offices:

·         US: 3680 Wilshire Blvd, Ste P04, Los Angeles, CA 90010

·         UK: 5 Brayford Square, London, E1 0SG