Global Shipping Policy

At Sairam Solutions Ltd. (operating as SAMA Homes), we are committed to providing a seamless, premium delivery experience. We ship our handcrafted hardware, authentic Ayurvedic wellness goods, and curated apothecary products globally via our fulfillment headquarters in Chestermere, Alberta, Canada, alongside our dedicated artisan facilities in India (subject to active international carrier routes).

1. Shipping Rates & Global Coverage

• Free Tracked Priority Shipping: We provide Free Tracked Shipping to select global regions (including North America, the European Union, the United Kingdom, Scandinavia, and Australia) on qualifying retail orders of $75 CAD or more.
• Standard Flat-Rate & Calculated Shipping: Orders below the $75 CAD threshold are subject to standard flat-rate shipping (calculated at checkout based on destination weight and courier route).
• End-to-End Tracking: All standard international shipments are dispatched via tracked courier and postal networks. Tracking numbers are transmitted automatically upon dispatch.

2. Fulfillment Operations & Concierge Pickup

Private Facility Notice: Our Chestermere, Alberta fulfillment center operates strictly as a closed commercial logistics depot. In accordance with regional zoning, safety, and insurance regulations, our facility is not open for public retail shopping or unauthorized walk-ins.

Appointment-Only Collection: Local clients wishing to collect orders directly must schedule an Exclusive Concierge Pickup in advance. Pickup appointments must be confirmed with our team via WhatsApp Concierge (+1 (587) 583-3261) or email at connect@samahomes.ca prior to arrival. Unscheduled drop-ins will be turned away.

3. Custom & Preferred Couriers (Concierge Shipping)

If you require a specific international express carrier (such as DHL Express, FedEx Priority, or UPS) or require expedited deadline dispatch, please contact us at connect@samahomes.ca immediately after placing your order. We will gladly accommodate custom courier requests; any additional carrier surcharges for express upgrades will be invoiced directly to the customer prior to package handover.

4. Physical Address Requirements & PO Box Restrictions

Due to the size, weight, and value of our handcrafted metalware and grooming hardware, we partner with premium commercial couriers that strictly require a physical street address and cannot deliver to PO Boxes.

If your sole delivery address is a PO Box, you must contact us at connect@samahomes.ca before completing checkout so we can verify whether standard postal networks can service your location. Sairam Solutions Ltd. is not responsible for transit delays, courier return freight, or bounced packages resulting from incompatible PO Box addresses submitted at checkout.

5. Order Processing & Cancellation Window

12-Hour Cancellation Window: Retail orders enter automated packaging and fulfillment within 12 hours of placement. Cancellation or address modification requests must be submitted within this 12-hour window by emailing connect@samahomes.ca with subject line "URGENT CANCELLATION". Once an order is processed, packed, or assigned a tracking number, it cannot be canceled or intercepted and must proceed under our standard return protocol upon delivery.

Dispatch Timelines: Standard orders are inspected, securely packed, and transferred to couriers within 1 to 5 business days following order confirmation. Peak seasonal volumes (Diwali, Black Friday, holiday rushes) or custom B2B wholesale consignments may require additional handling time.

6. Estimated Transit Times & Delivery Fulfillment

Estimated transit times following carrier dispatch are as follows:

• North America (Canada, United States): 3 to 5 business days.
• United Kingdom & European Union: 5 to 9 business days via Priority Tracked Air Freight.
• Scandinavia, APAC & Middle East: 7 to 12 business days.
• Rest of World: 9 to 15 business days depending on destination postal clearance.

Carrier Proof of Delivery: Delivery estimates are operational projections and do not constitute guaranteed arrival dates. Carrier tracking records—including electronic delivery timestamps, carrier GPS scan coordinates, and courier signature capture—serve as verified evidence of completed fulfillment. Sairam Solutions Ltd. is not liable for packages stolen after verified delivery, misplacement resulting from third-party building concierges, or weather damage to parcels left outdoors following carrier drop-off.

7. International Customs Duties, VAT & Refused Import Shipments (DDU)

Unless explicitly itemized as Delivered Duty Paid (DDP) at checkout, all international orders originating from Canada are dispatched strictly on a Delivered Duty Unpaid (DDU/DAP) basis. By completing an international order, the customer acknowledges that:

• The recipient is the official importer of record in the destination country;
• All destination import customs duties, value-added taxes (VAT/GST), entry clearance surcharges, and local carrier brokerage fees are assessed by local government authorities and are the exclusive financial responsibility of the customer;
• Shipping fees paid to SAMA Homes cover international transit only and do not cover foreign import taxes or carrier destination brokerage fees.

Customs Non-Payment & Refusal at Destination: Refusing to accept delivery, failing to pay assessed customs duties/VAT, or abandoning a package at local customs constitutes an unauthorized forced return. If an international package is returned to Canada due to customs non-payment or receiver refusal, Sairam Solutions Ltd. will deduct the following documented costs from any potential merchandise refund:

1. Actual Courier Return Freight: The exact return transit cost billed to Sairam Solutions Ltd. by the international courier to return the parcel to Alberta, Canada (billed at standard commercial rates, which often exceed outbound promotional rates);
2. Return Entry Brokerage & Clearance Fees: Non-recoverable customs clearance and handling fees levied upon re-entry into Canada;
3. Initial Outbound Shipping: Direct outbound postage costs incurred to dispatch the parcel originally.

Total Value Forfeiture (Zero Refund): If courier return freight and entry clearance surcharges equal or exceed the total order value, or if destination customs authorities seize, abandon, or destroy the package due to non-payment of duty, **the shipment is deemed completely forfeited and no refund or chargeback reimbursement will be issued.**

Strict Customs Valuation: Sairam Solutions Ltd. strictly complies with Canadian export and international trade laws. We do not alter commercial invoice values, classify merchandise as "gifts," or falsify customs documentation.

8. Address Accuracy & The 24-Hour Transit Damage Protocol

Address Accuracy: Customers are strictly responsible for reviewing delivery information prior to checkout. If a package is returned to our facility as undeliverable due to an incorrect, incomplete, or missing apartment/suite number, the customer is responsible for courier return transit fees and the postage required to dispatch a second shipment.

Strict 24-Hour Transit Damage Protocol: Customers must inspect shipments immediately upon arrival. In the rare event of courier damage, missing items, or an incorrect item, you must notify connect@samahomes.ca within 24 hours of delivery. Your claim must include clear photographic and/or video evidence showing:

• The damaged merchandise;
• The exterior cardboard shipping box showing courier transit impact;
• The courier shipping label displaying tracking information.

Retain all original exterior packaging until our courier investigation is finalized. Reports received after 24 hours from the courier delivery timestamp, or claims submitted without exterior box photos, cannot be processed for replacement or carrier reimbursement.

9. Force Majeure & Logistics Delays

To the maximum extent permitted by applicable law, Sairam Solutions Ltd. is not financially liable for delivery delays resulting from events beyond reasonable operational control, including severe weather disruptions, natural disasters, international border closures, destination customs inspection delays, or localized postal labor strikes.

10. B2B, Commercial & Dropshipping Terms

This section governs commercial purchases via Faire, Syncee, wholesale agreements, or the SAMA Direct Dropship Program:

• End-Consumer Address Liability: Commercial partners and dropshippers are 100% financially liable for the accuracy of destination addresses submitted via API or manual order upload. Sairam Solutions Ltd. will not reimburse freight, absorb return fees, or issue refunds for packages returned due to address errors made by the reseller or end consumer.
• Destination Customs & Abandonment: B2B partners are solely responsible for informing their retail buyers of destination customs obligations. Any return freight, abandonment fees, or customs penalties generated by an end-client's customs rejection will be charged directly to the commercial partner's account.
• Client Communications: Dropship resellers are responsible for directly managing tracking communications and support inquiries with their end consumers.