Shipping Policy and Delays
In this section we provide general information about our shipping methods, delivery times, and how we handle any delays or issues related to the shipment of orders placed on guruofficialbrand.com. The goal is to provide transparency and protect both customers and our business from events that may affect delivery schedules.
Shipping methods and costs: We offer reliable shipping services through express couriers and selected logistics operators. Available shipping options (with their costs) are indicated at checkout before completing your order. In general, we provide: Standard Shipping (delivery within a few business days, at a base rate) and, where possible, Express Shipping (faster delivery, at a higher rate). Shipping charges are calculated based on the destination, weight/volume of the package, and method chosen. For orders above a certain value threshold, we may offer free shipping (a promotion that, if active, will be clearly indicated on the Site). Currently, we ship primarily to Italy and the European Union, and selected non-EU countries; any restrictions or exceptions (e.g., remote areas, smaller islands, special territories) will be communicated on the Site or in the shipping FAQ. We do not deliver to post office boxes (P.O. boxes) or poste restante, as couriers require a signature upon delivery.
Processing time (handling time): We strive to prepare and ship orders as quickly as possible. Normally, our warehouse will process the order within 1-2 business days from confirmation (in ordinary periods). Orders received on weekends or holidays will be processed starting from the next available business day. Should an item suddenly become unavailable or there are delays in processing, our customer service department will promptly notify the customer via email.
Transit and delivery times: Delivery times start from the moment the order is entrusted to the courier. Standard Shipping: for Italy, average 24/48 hours (islands and remote areas +1 day); for continental EU countries: about 3-5 days; for non-EU destinations: variable (average 5-10 days, subject to customs clearance). Express shipping: if available, allows 1-2 business day delivery in many areas. Keep in mind that these timelines are average estimates provided by couriers and do not constitute a contractual commitment binding. During peak season (e.g., Christmas, Black Friday) deliveries may take slightly longer than normal.
Order tracking: We record a tracking code provided by the courier company for each shipment. As soon as your order ships, we will send you a shipping confirmation email containing the tracking number and the name of the courier company in charge (e.g., DHL, UPS, SDA, etc.). You will be able to use this code on the courier’s website (or through the direct link we will provide) to monitor the status of your delivery in real time. Alternatively, you can access the “My Orders” section (if registered) on our Site to find up-to-date tracking. Tracking usually activates within 24 hours of shipment. If you have problems accessing tracking information, you can contact our support for assistance.
Delivery and signature: All deliveries require a receipt signature from the recipient (or a trusted person present at the given address). If there is no one at the address at the time of the delivery attempt, the courier will generally make a further attempt on the next business day, or leave a notice with instructions (e.g., pickup at a nearby storage location or contact to arrange a new delivery). It is important to follow these instructions and retrieve the parcel in storage in a timely manner to prevent it from being returned to us. Package verification: Upon delivery, we suggest carefully checking that the package is undamaged and untampered with. If the outer package is visibly damaged or opened, you can accept it with reserve (by signing the courier’s delivery note marked “I accept with reserve – damaged package”) and immediately inform us of the incident. This way, we can possibly retaliate against the carrier for damage incurred in transit and assist you more effectively.
Shipping delays: We do our best to meet estimated times, but delays can sometimes occur due to causes beyond our direct control. Possible reasons for delays include: high volume of orders during sales periods or holidays, unexpected courier logistics, adverse weather conditions, customs procedures (for international shipments), or exceptional events (transportation strikes, health emergencies, etc.). Unfortunately, we are not responsible for any delays attributable to the courier company or due to force majeure . However, we are available to assist you in monitoring the shipment and urging the courier company if the delivery time greatly exceeds the norm. In the event of a significant delay, please contact us: we will open a ticket with the courier for updates and, if necessary, we may consider alternative solutions (e.g. reshipment of a new item if the package is found to be lost).
Undelivered or lost package: If tracking indicates that delivery has occurred but you have not received anything, or if the package has been sitting for a long time with no updates, notify us as soon as possible. We will investigate with the courier company to locate the shipment. In the meantime, please verify that the address you provided in your order was complete and correct. Incorrect or incomplete addresses: It is critical that you enter all shipping address information correctly (street/street, house number, zip code, city, any interior or stairway). We are not responsible for delays or non-deliveries caused by incorrect or incomplete addresses provided by the customer . If a package is returned to the sender due to an incorrect address or absent recipient, we will contact the customer to arrange for a new shipment: additional shipping costs may be charged (unless error attributable to us in transcribing the address). If, on the other hand, the customer prefers to cancel the order due to non-delivery for such reasons, we will make a refund of the value of the products, deducting the shipping costs incurred.
Customs and international charges: For shipments to countries outside the European Union, the package may be subject to customs duties, import taxes, or administrative charges levied by local authorities. These costs, if any, are the responsibility of the recipient. Each country has different policies: we advise the international customer to inquire at the local customs office about any exemption thresholds or rates. Ghep sarl has no control over such charges and cannot predict the amount. If the recipient refuses the package upon delivery because of customs charges, and the package is returned to us, we will withhold from any refund due to the customer both the shipping charges incurred and any additional costs of return and customs handling.
Shipment slowdowns (informational): In the event of generalized delays (e.g., during a national emergency impacting transportation, or during the Christmas season with exceptional volumes), we will provide notice on the Site (e.g., informational banner) or via email to affected customers, indicating possible increases in delivery times. Customers with an urgent need to receive by a specific date are encouraged to contact our customer service department prior to ordering to assess together the feasibility and the most suitable shipping option.
Damaged or missing shipments: As mentioned, if a package arrives visibly damaged, please report it immediately. We may ask you for photos of the package received and any damage to the contents, so you can file a claim with the carrier. We will in any case find a solution for you (resend the damaged goods, or refund, depending on availability and preference). If an item is missing inside an undamaged package (a rare occurrence), please contact us immediately and we will make the appropriate checks in our warehouse and with the shipment weighing system. After determining the error or shortage, we will either send you the missing item at no additional cost, or refund the item if it is not available.
Force Majeure: Ghep sarl will not be responsible for failure to meet shipping or delivery times if this is due to force majeure or events beyond its control (e.g.: extraordinary customs blockades, lockdowns, unforeseen government regulations, wars, natural disasters, terrorist acts, etc.). In such circumstances, we still endeavor to inform customers and minimize inconvenience, but some timelines may be extended.
Post-shipment support: Our customer service team remains available for any problems or questions regarding shipping. If you have not received your order within the reasonable time expected, or if the tracking shows something abnormal (e.g., “delivered” but you don’t have it, “insufficient address,” etc.), please feel free to contact us at email ghep@ghep.mc or through the other support channels listed on the Site. We are here to help you and liaise with the courier company to resolve any inconveniences.