Shipping policy
Shipping Policy
At Sanzio, we work to process, prepare, and ship orders as efficiently as possible. This Shipping Policy explains how order processing, delivery, tracking, shipping issues, incorrect addresses, lost packages, and related matters are handled when you purchase from our website.
By placing an order with Sanzio, you agree to the terms below.
1. Order Processing
Orders are processed as quickly as possible after payment is successfully completed.
Processing time may vary depending on order volume, product availability, payment verification, fulfillment capacity, holidays, weekends, carrier schedules, and fraud prevention checks.
Most orders begin processing shortly after they are placed. Because orders may enter fulfillment quickly, we cannot guarantee that changes or cancellations can be made after checkout is completed.
If additional verification is required, order processing may be delayed until the requested information is reviewed.
2. Shipping Confirmation and Tracking
Once your order has been processed and shipped, you may receive a shipping confirmation email with tracking information.
Tracking information may take time to update after the carrier receives the package. It is normal for tracking links to show limited information during the first stage of shipment.
Customers are responsible for monitoring tracking updates and ensuring that delivery can be completed at the shipping address provided.
For questions about tracking or delivery, contact us at:
3. Shipping Times
Shipping times shown on our website, checkout page, order confirmation, or marketing materials are estimates only.
Delivery times may vary depending on:
Carrier performance.
Destination country or region.
Local postal services.
Customs processing.
Weather conditions.
Holiday periods.
Incorrect or incomplete addresses.
High order volume.
Fulfillment delays.
Supply chain disruptions.
Events outside our control.
Sanzio does not guarantee delivery by a specific date unless expressly stated in writing.
4. Delivery Delays
We are not responsible for delays caused by shipping carriers, customs authorities, local postal services, incorrect addresses, failed delivery attempts, weather, holidays, government actions, supply chain issues, or events beyond our reasonable control.
If your order is delayed, we recommend checking the tracking link first. If tracking has not updated for an extended period, contact us at:
We will review the order and assist where reasonably possible.
5. Shipping Address Accuracy
Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout.
This includes:
Full name.
Street address.
House number.
Apartment, suite, unit, or building number, if applicable.
City.
State, province, or region.
Postal or ZIP code.
Country.
Phone number, where required for delivery.
Sanzio is not responsible for orders that are delayed, returned, lost, or delivered incorrectly due to inaccurate, incomplete, or outdated shipping information provided by the customer.
6. Address Changes
If you notice an error in your shipping address, contact us immediately at:
We will do our best to assist, but we cannot guarantee that an address can be changed after the order has been placed.
If the order has already been processed, packed, shipped, or handed to the carrier, we may be unable to modify the shipping address.
Sanzio is not responsible for delivery issues caused by address changes requested too late or by incorrect information submitted at checkout.
7. Failed Delivery Attempts
If a carrier attempts delivery and is unable to complete it, the customer may be responsible for following the carrier’s instructions to schedule redelivery, collect the package, or provide additional delivery details.
Sanzio is not responsible for packages that are returned, delayed, abandoned, or lost due to:
Failure to collect the package.
Refused delivery.
No one available to receive the package.
Incomplete delivery instructions.
Carrier access restrictions.
Incorrect contact information.
Unclaimed packages.
If a package is returned to us due to failed delivery, additional shipping, handling, carrier, or reshipment fees may apply.
8. Refused Deliveries
If a customer refuses delivery of an order, the package may be returned to the sender or abandoned by the carrier.
Refused deliveries are not automatically eligible for a full refund.
Any shipping fees, return shipping costs, carrier fees, customs fees, handling fees, or other non-recoverable costs may be deducted from any refund, where applicable.
9. Lost or Stolen Packages
Once an order is marked as delivered by the carrier, Sanzio is not responsible for lost or stolen packages.
If tracking shows that your package was delivered but you did not receive it, please first check:
Your mailbox.
Front door or porch.
Reception desk.
Parcel locker.
Building management.
Neighbors.
Household members.
Local postal office.
Carrier delivery photo or delivery notes, if available.
You may need to contact the carrier directly to open a missing package claim.
Sanzio may assist where possible, but we cannot guarantee a replacement or refund for packages confirmed as delivered by the carrier.
10. Packages Marked Delivered
If a tracking page shows that the order was delivered, the order will generally be considered fulfilled.
Sanzio is not responsible for theft, misplaced packages, incorrect retrieval by another person, building delivery issues, or carrier delivery errors after delivery confirmation.
Customers are responsible for ensuring that the delivery location is safe and accessible.
11. Orders Returned to Sender
If an order is returned to sender due to an incorrect address, failed delivery attempt, refusal, unclaimed package, carrier issue, or customer-related delivery problem, we may contact the customer to determine the next steps.
If reshipment is available, the customer may be responsible for additional shipping fees.
If a refund is approved for a returned package, shipping fees, return shipping costs, handling fees, carrier fees, and non-refundable service fees may be deducted from the refund, where applicable.
Returned packages must be received and inspected before any refund or reshipment is processed.
12. Damaged Packages
If your order arrives damaged, contact us at:
Please include your order number and clear photos of:
The product.
The outer shipping package.
The shipping label.
The damaged area.
The contents received.
Damage claims must be submitted within a reasonable period after delivery so we can review the issue properly.
After reviewing the claim, we may offer a replacement, refund, store credit, or another suitable solution, depending on the circumstances.
13. Incorrect or Missing Items
If you receive an incorrect item or your order is missing an item, contact us at:
Please include your order number, photos of the items received, and a clear explanation of the issue.
We will review your case and, if approved, may provide a replacement, refund, store credit, or another appropriate solution.
Claims for incorrect or missing items must be submitted within a reasonable period after delivery. Claims submitted too late may be refused if we are unable to verify the issue.
14. International Shipping
Sanzio may offer shipping to certain countries or regions depending on product availability, fulfillment capabilities, carrier restrictions, and local regulations.
International orders may be subject to customs inspections, import duties, taxes, brokerage fees, or other charges imposed by the destination country.
Unless otherwise stated at checkout, customers are responsible for any customs duties, import taxes, local fees, or additional charges required by their country or region.
Sanzio is not responsible for delays caused by customs, border inspections, local authorities, or unpaid import fees.
15. Customs, Duties, and Import Fees
Customs policies vary by country.
If customs duties, import taxes, or local fees apply, they are the responsibility of the customer unless expressly stated otherwise at checkout.
If a customer refuses to pay customs fees and the package is returned, abandoned, delayed, or destroyed, Sanzio is not responsible for any resulting loss.
Any refund, if approved, may be reduced by shipping costs, return fees, customs charges, handling fees, and other non-recoverable costs.
16. Shipping Restrictions
We reserve the right to refuse, cancel, or limit orders to certain addresses, countries, regions, freight forwarders, PO boxes, parcel lockers, or locations where delivery is restricted, unreliable, prohibited, or commercially unreasonable.
Some products may not be available for shipping to certain regions due to legal, logistical, carrier, or fulfillment restrictions.
If we are unable to ship an order, we may cancel the order and issue a refund for the affected items.
17. Multiple Shipments
Orders containing multiple items may be shipped in separate packages depending on product availability, warehouse location, fulfillment process, or carrier requirements.
If your order ships in multiple packages, each package may have separate tracking information and may arrive at different times.
18. Shipping Fees
Shipping fees, where applicable, are shown during checkout before payment is completed.
Shipping fees may vary depending on destination, shipping method, product quantity, promotions, order value, and carrier availability.
Shipping fees are generally non-refundable unless required by law or unless we determine that a refund is appropriate due to an error on our part.
19. Free Shipping Offers
Free shipping promotions may be offered from time to time.
Free shipping offers may be limited by country, order value, product type, promotion rules, or shipping method.
We reserve the right to modify, suspend, or end free shipping offers at any time.
If an order with free shipping is returned, the actual shipping cost may be deducted from the refund where permitted.
20. Carrier Responsibility
Once an order is handed to the shipping carrier, the carrier is responsible for transportation and delivery.
Carrier delays, scanning issues, routing errors, customs delays, failed delivery attempts, and delivery disputes are generally outside Sanzio’s direct control.
We will assist customers where reasonably possible, but final delivery performance depends on the carrier and local delivery network.
21. Fraud Prevention and Order Holds
Some orders may be held for additional verification before shipping.
This may happen if an order is flagged for potential fraud, payment risk, address mismatch, high order value, unusual purchase behavior, or suspicious activity.
If we cannot verify the order or if we determine that the order presents a risk, we may cancel it and issue a refund to the original payment method.
22. Customer Responsibility
Customers are responsible for:
Providing accurate shipping information.
Monitoring tracking updates.
Collecting packages when required.
Responding to carrier delivery attempts.
Paying applicable customs or import fees.
Contacting us promptly if there is a shipping issue.
Keeping delivery locations safe and accessible.
Failure to follow these responsibilities may result in delays, failed delivery, return to sender, or loss of refund eligibility.
23. Policy Abuse
Sanzio reserves the right to refuse refunds, replacements, reshipments, or future orders if we determine that a customer is abusing our shipping, refund, or replacement policies.
This may include repeated lost package claims, false damage claims, incorrect address claims, chargeback abuse, refusal to cooperate with carrier investigations, or attempts to obtain multiple replacements for the same order.
24. Contact Information
For shipping questions, delivery support, order tracking, damaged packages, incorrect items, missing items, or address issues, contact us at:
Our support team will review your request and provide the appropriate next steps.