Shipping policy

Sentemio Shipping Information

Sentemio works with major international shipping companies such as FedEx, SF Express, DHL, UPS, and EMS, which in turn cooperate with local couriers. This allows us to deliver directly to your doorstep and proudly offer a flat rate for worldwide shipping.

Your payment will be charged at the time of ordering. All payments are subject to verification and approval before shipping, which may take several days. To help prevent credit card fraud, orders with incorrect billing information or requiring additional verification may be delayed or canceled.

Shipping Process

On average, we require 2 to 5 business days to process your order and forward it to the carrier’s sorting facility. Some items may take longer, especially during major holidays up to 10 days, or if your order contains popular items that are temporarily out of stock.

Once your order has entered the shipping process, no changes can be made, including address changes. We will only ship to the address provided at checkout.

We only ship on business days from Monday to Friday and do not ship on Saturdays, Sundays, or holidays. After shipping, you will receive a shipping confirmation email.

For orders with multiple items, products may be shipped separately and delivered on different dates, as our manufacturing partners are located in different regions.

Tracking

All orders are processed with tracking numbers. You will receive an email with your tracking number once your order has been handed over to the carrier’s sorting facility.

For some shipping companies, it may take several days for tracking information to update in the system. If your order was placed more than 5 business days ago and no tracking details are available, please contact us.

Delivery Times

Delivery times vary by country or region. Specific delivery dates are not guaranteed. Our estimated delivery times are:

Germany 1 to 3 business days
Europe 10 to 14 business days
Australia and New Zealand 10 to 21 business days
Mexico, Central America, South America 15 to 30 business days

Note: The times listed above are estimates in business days and do not include the 2 to 5 day processing time.

Please note that despite our best efforts to ensure on-time delivery, Sentemio cannot be held responsible for delays caused by circumstances beyond our control, such as customs clearance, holidays, severe weather, labor disputes, or protests.

Duties, Taxes, and Other Fees

International shipments may be subject to import taxes, duties, or customs clearance fees once they reach the destination country. These fees are the sole responsibility of the recipient. Sentemio has no control over these charges and cannot predict what they may be. If a shipment is refused and returned, you will be responsible for any import taxes and return shipping costs.

Since customs policies vary widely from country to country, we recommend contacting your local customs office for more information.

Lost, Stolen, or Damaged Packages

Sentemio is not responsible for lost, stolen, or damaged packages. If your tracking information shows that your package has been delivered but you have not received it, please report this to your shipping carrier and file a claim if necessary.

Note: We use the timestamp and delivery confirmation from the carrier when reviewing damage or return claims. If a claim is not reported, we may not be able to honor it.

Wrong Address

It is the buyer’s responsibility to ensure that the shipping address entered is correct. As we begin processing orders immediately, no changes can be made once an order has been placed. If the order has already been processed through our shipping department, it cannot be retrieved for an address change.

Feedback

We welcome your feedback, questions, or concerns. Please feel free to email us at info@sentemio.de and let us know how we are doing. We take your feedback very seriously and are always working to improve our service.