Shipping policy

This Shipping Policy applies to physical products purchased through the Sananda Maitreya Official Store, operated by TreeHouse Publishing S.r.l.

Nothing in this Policy limits or excludes any mandatory consumer rights available under applicable law.

ORDER PROCESSING

Orders are processed after payment has been successfully authorised or received.

Any specific preparation, pre-order or dispatch time displayed on the relevant product page, at checkout or in the order confirmation forms part of the applicable delivery estimate.

Orders are generally prepared and dispatched on business days, excluding Saturdays, Sundays and Italian public holidays.

Processing may take longer during product launches, public holidays and periods of unusually high order volume. If a material delay occurs, we will contact you using the details provided with your order.

SHIPPING DESTINATIONS, METHODS AND COSTS

We ship physical products to the destinations made available during checkout. Delivery restrictions may apply to certain products, countries or territories.

The available shipping method, shipping charge and any applicable delivery estimate are displayed at checkout before you submit your order. You will not be charged shipping or delivery costs that were not disclosed before purchase.

The shipping service displayed at checkout or stated in the shipping confirmation takes precedence over any general description in this Policy.

INTERNATIONAL SHIPPING

International orders are generally shipped with Poste Italiane “Postapriority Internazionale”, unless a different postal or courier service is stated at checkout or in the shipping confirmation.

International shipments may be transferred to the designated postal operator or delivery partner in the destination country for final delivery.

We may use another suitable shipping service where operationally necessary, provided that this does not materially reduce the delivery service purchased by the customer.

ESTIMATED DELIVERY TIMES

Delivery estimates begin when the order is dispatched, not when the order is placed.

Unless expressly stated as guaranteed, all delivery dates and transit times are estimates.

For shipments sent with Postapriority Internazionale, the following indicative transit times may apply to major destinations:

• Europe: approximately 3 business days, in addition to the dispatch day;

• Mediterranean countries: approximately 4–5 business days, in addition to the dispatch day;

• North America: approximately 5–6 business days, in addition to the dispatch day;

• Rest of the Americas, Asia and Oceania: approximately 7–8 business days, in addition to the dispatch day;

• Other African countries: approximately 8–9 business days, in addition to the dispatch day.

These transit times are indicative only and may not apply to every destination or locality.

Saturdays, Sundays, public holidays and customs-clearance time are excluded. Delivery may also be affected by the destination country, foreign postal operators, local service conditions, severe weather, transport disruption and periods of high shipping volume.

Unless a different delivery period is clearly stated and agreed before purchase, physical goods will be delivered without undue delay and no later than 30 days after the contract is concluded.

A longer delivery estimate displayed for a particular destination, pre-order or product will apply where it has been accepted as part of the order.

SHIPPING CONFIRMATION AND TRACKING

Once your order has been dispatched, we will send the available shipping information to the email address associated with the order.

Tracking availability and the level of detail provided depend on the selected shipping service and destination country.

For Postapriority Internazionale shipments, tracking may be limited to confirmation that the shipment has reached the Poste Italiane international exchange centre. Continuous transit updates or final-delivery confirmation may not be available in every country.

The absence of a recent tracking update does not necessarily mean that the shipment has been lost. International postal items may move between different postal operators without intermediate scans.

CUSTOMS, IMPORT DUTIES AND LOCAL CHARGES

Orders delivered outside the European Union may be subject to customs duties, import VAT, brokerage fees or other local charges imposed by the destination country.

Unless checkout expressly states that duties and taxes are included, these charges are not included in the product price or shipping charge and are the responsibility of the recipient.

We do not control these charges and cannot predict their amount.

Customs authorities may require additional information from the recipient and may delay delivery while an order is being cleared.

Please contact the relevant customs authority for information about the rules and charges applicable in your country.

DELIVERY, RISK AND DAMAGED PARCELS

For consumer orders, the risk of loss or damage remains with us until you, or a third party designated by you other than the carrier, take physical possession of the goods.

This does not apply where you independently appoint a carrier that was not offered by us.

Please inspect the parcel and products as soon as reasonably possible after delivery.

If your order arrives damaged, incomplete or incorrect, please contact us promptly through our Return Assistance form or at:

merchandise@sanandamaitreya.com

Please include your order number and, where reasonably possible, photographs of the packaging and products.

Claims involving damaged, defective, incomplete or incorrect products are handled in accordance with our Refund Policy and applicable consumer law.

INCORRECT ADDRESSES, FAILED DELIVERY AND UNCLAIMED PARCELS

You are responsible for providing a complete and accurate delivery address, including any apartment number, postal code and other information reasonably required for delivery.

Please contact us as soon as possible if you notice an error in the delivery information.

We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.

If a shipment is returned because:

• the address provided was incomplete or incorrect;

• the parcel was not collected;

• delivery was repeatedly unsuccessful; or

• delivery was refused without a valid legal reason,

we may require payment of the reasonable cost of re-shipping the order.

Any refund or deduction of actual shipping and return costs will be handled in accordance with our Refund Policy and applicable law.

DELAYED OR MISSING ORDERS

If your order has not arrived within the estimated delivery period, please contact us at:

merchandise@sanandamaitreya.com

Please include your order number and complete delivery address so that we can investigate the shipment with the relevant postal operator or carrier.

Where delivery does not take place within the agreed period, or within any additional period required by applicable law, you retain the right to the remedies available under applicable consumer law, which may include cancellation and reimbursement.

If a shipment is confirmed as lost before delivery, we will provide an appropriate replacement or refund in accordance with applicable law and product availability.

SPLIT SHIPMENTS

Products from the same order may occasionally be dispatched separately because of availability, packaging requirements or operational reasons.

Where this happens, you may receive more than one shipping confirmation and the parcels may arrive on different dates.

You will not be charged additional shipping costs unless these costs were clearly disclosed and agreed before purchase.

DIGITAL PRODUCTS

Digital products, including MP3 files, digital albums and digital sheet music, are delivered electronically and are not subject to physical shipping charges or delivery times.

Their supply, cancellation and withdrawal conditions are described in our Refund Policy and Terms of Service.

CONTACT INFORMATION

Questions about shipping, delivery or a missing order may be sent to:

TreeHouse Publishing S.r.l.
Via Andrea Appiani 5
Milan, Italy
VAT number: IT08797000968
Email: merchandise@sanandamaitreya.com