Shipping Policy
At SENTRO Knitting Machine, we aim to process and ship orders promptly and keep our customers informed throughout the delivery process. Please review the following shipping policy before placing an order.
1. Order Processing
Orders are processed, checked, and packed as promptly as possible. Our target is to dispatch orders within 24 hours on business days, excluding weekends and public holidays.
Once your order has been dispatched, we will provide a shipping confirmation and tracking information where available.
Order processing time is separate from transit time. During busy periods, public holidays, or circumstances beyond our control, dispatch may take longer than expected.
2. Shipping Fees
Shipping fees depend on the destination, delivery address, shipping method, package characteristics, and any applicable carrier surcharges.
The applicable shipping fee will be displayed before payment is completed when online checkout is available.
We do not offer a general free-shipping threshold based on order value. Any shipping promotion will be clearly stated in the relevant offer and subject to its specific terms.
If a shipping surcharge is required for an address that cannot be served at the originally quoted rate, we will contact you before dispatch to explain the additional cost and obtain your agreement. We will not add an undisclosed surcharge without your consent.
If an agreement cannot be reached, we will explain the available options, which may include cancellation and a refund where applicable.
3. Remote and Special Delivery Areas
Some destinations may incur additional shipping charges because of carrier restrictions or higher transportation costs. These may include remote postcodes, certain islands or overseas territories, and other locations subject to special delivery arrangements.
Where an additional charge is required, we will inform you of the amount before dispatch and obtain your agreement.
If delivery to your address is unavailable or the additional charge is not acceptable, we will discuss the available options with you before proceeding.
4. Taxes, Customs Duties, and Import Charges
The treatment of taxes, customs duties, and import charges depends on the destination and the shipping arrangement used for your order.
Where applicable taxes and import duties are included in the purchase price or shipping arrangement, this will be reflected in the information provided for your order.
If any customs duties, import taxes, or other charges are payable separately by the recipient, we will provide the relevant information available to us before purchase where required. Please review the applicable checkout information and shipping terms carefully.
We do not promise that all taxes and import duties are included for every destination unless this is expressly confirmed for your order.
5. Estimated Delivery Times
The following are estimated transit times after dispatch, expressed in business days:
| Destination | Estimated Transit Time |
|---|---|
| United States | 2–4 business days |
| United Kingdom | 4–6 business days |
| Germany | 5–6 business days |
| France | 5–6 business days |
| Netherlands | 5–7 business days |
| Spain | 5–7 business days |
| Other European countries | 6–9 business days |
| Australia | 7–9 business days |
| New Zealand | 7–9 business days |
| Canada | 9–12 business days |
| Other destinations | 7–14 business days |
These timeframes are estimates, not guaranteed delivery dates. Actual delivery times may vary depending on the destination, carrier operations, customs clearance, weather, public holidays, and other circumstances beyond our control.
If your tracking information has not updated for an extended period or your parcel appears to be delayed, please contact us for assistance.
6. Damaged, Defective, Missing, or Incorrect Items
Please check your order when it arrives.
If your item arrives damaged, defective, or incorrect, or if part of your order is missing, contact us at sentrotoy@gmail.com as soon as reasonably possible.
Please include:
Your order number.
A brief description of the issue.
Clear photos or a short video, where appropriate.
We will review the information and explain the available solution, which may include replacement parts, a replacement item, or a refund, depending on the circumstances and applicable law.
We encourage customers to report delivery problems within 7 days of receipt where possible, so that we can investigate promptly. This request does not limit any statutory rights or remedies available to you.
For further information about returns and refunds, please see our Refund & Return Policy. For eligible manufacturing defects, please also refer to our Warranty Policy.
7. Delivery Issues and Unsuccessful Delivery
Please ensure that your shipping address and contact details are accurate when placing your order.
Delivery may be delayed or unsuccessful if the address is incomplete or incorrect, the recipient is unavailable, or the carrier cannot access the delivery location.
If a parcel is returned to us because of an incorrect address, failed delivery, or refusal to accept delivery, we will contact you to discuss the available options. Any additional shipping costs or refund adjustments will be handled in accordance with the circumstances and applicable law.
If tracking confirms delivery but you have not received the parcel, please contact us so we can help investigate with the carrier.
8. Contact Us
If you have questions about shipping, delivery estimates, tracking, or delivery problems, please contact us:
Email: sentrotoy@gmail.com
Website: https://sentroknit.com
