Shipping policy

Shipping Policy

Welcome to PRISM KENDAMA S.R.L.! This Shipping Policy describes how and when we process, ship, and deliver orders placed through our online store.

Processing Times

All orders are typically processed within 1–3 business days after payment confirmation. During product launches, sales, or high-volume periods, processing may take longer — up to 5–7 business days. Orders placed on weekends or public holidays will be processed on the next business day.

Shipping Methods and Delivery Times

We currently ship all orders from Romania using trusted courier services such as DPD, Sameday, Fan Courier, or other equivalent carriers. Delivery time depends on your location:

  • Romania: 1–3 business days after dispatch
  • European Union: 5–10 business days after dispatch
  • International (non-EU): 10–20 business days after dispatch, depending on destination and customs clearance

Delivery times are estimates only and are not guaranteed. Delays may occur due to carrier issues, weather conditions, or customs procedures.

Shipping Rates

Shipping costs are calculated at checkout based on your location, selected shipping method, and order weight. For domestic deliveries within Romania, standard shipping rates are typically between 20–30 RON. For international orders, rates vary by destination and will be displayed before completing your purchase.

Order Tracking

Once your order has shipped, you will receive a confirmation email with your tracking number and carrier details. Please allow up to 24 hours for tracking information to become active.

Customs, Duties, and Taxes

International orders (outside the European Union) may be subject to import duties, customs fees, or taxes imposed by your country’s customs authority. These charges are not included in our prices or shipping costs and are the customer’s responsibility. We have no control over these charges and cannot predict their amount. Please contact your local customs office for more information before placing an order.

Risk of Loss

Ownership and risk of loss transfer to you only when you (or a person designated by you, other than the carrier) take physical possession of the goods. If you choose a delivery service not offered by us, risk passes to you once we hand the goods to your chosen carrier.

Incorrect Address or Delivery Failure

Please ensure your shipping address is complete and accurate. We are not responsible for packages lost due to incorrect or incomplete addresses provided by the customer. If a package is returned to us due to an incorrect address or delivery failure, the customer will be responsible for reshipping costs.

Damaged or Missing Packages

If your order arrives damaged or incomplete, please contact us within 48 hours of delivery with clear photos of the packaging and product condition. We will assist you in filing a claim with the courier and arranging a replacement or refund where appropriate.

Shipping Restrictions

We currently ship to most countries worldwide. However, some regions may have restrictions on wood or toy imports. If we are unable to ship to your country, we will notify you immediately and issue a full refund.

Contact Us

If you have any questions about your order or shipping, please contact us at:
📧 prismkendama@gmail.com
📍 PRISM KENDAMA S.R.L.
Piața Iuliu Maniu, Bl. 31E, Ap. 32, 510094 Alba Iulia AB, Romania
CUI: 52555268
VAT No.: RO52586612