Shipping policy

At SANOLA, we are committed to delivering your order with efficiency, transparency, and care. Please review the information below regarding processing timelines, delivery estimates, and international shipping.

Order Processing

Orders are processed Monday through Friday, excluding public holidays.

Standard processing time: 1–3 business days
During launches, restocks, promotional events, or high-volume periods: up to 5–7 business days

Processing time is separate from shipping time. Once your order has been dispatched, you will receive a shipping confirmation email with tracking information.

Orders cannot be modified once processing has begun.

Delivery Estimates

Shipping options and estimated delivery timeframes are calculated at checkout based on your shipping address.

United States

Standard: 6–10 business days

International

Standard: 6–10 business days

Delivery timeframes are estimates only and may vary due to customs clearance, carrier delays, weather conditions, or seasonal demand. Once an order has been handed over to the carrier, SANOLA is not responsible for courier-related delays.

International Orders & Customs

Orders ship directly from our manufacturer in China.

International shipments may be subject to duties, taxes, customs fees, tariffs, brokerage fees, or other import charges when they enter the destination country. These charges are set by local authorities or carriers and are the customer’s responsibility unless checkout clearly states that duties and taxes are prepaid or included.

SANOLA does not control customs clearance times and is not responsible for delays caused by customs, carrier inspections, payment requests, or local import procedures.

If customs or the carrier requests information or payment, the customer is responsible for responding and paying any assessed charges.

If a package is refused, unclaimed, or returned because duties, taxes, customs fees, tariffs, brokerage fees, or other import charges were not paid, original shipping costs and import charges are non-refundable. Any return shipping, carrier, storage, handling, or import costs billed to SANOLA may be deducted from any eligible refund, where permitted by applicable law.

Shipping Availability

Shipping options are displayed at checkout based on the delivery address provided.

In certain cases, shipping availability may require additional verification after checkout. If we determine that we are unable to ship to the provided address due to carrier limitations, customs restrictions, sanctions, logistical constraints, or operational limitations, SANOLA reserves the right to cancel the order and issue a full refund to the original method of payment.

We may not ship to:

Freight forwarding addresses
Certain P.O. Boxes
Military or APO/FPO addresses
Restricted or sanctioned countries

Final shipping eligibility is determined at our discretion.

Split Shipments

To ensure timely fulfillment, orders may ship in multiple parcels depending on stock availability or warehouse location.

If this occurs:

Separate tracking numbers will be provided.
Items may arrive on different dates.

Tracking

Tracking information is sent via email once your order has shipped. Please allow up to 48 hours for tracking updates to reflect within the carrier’s system.

Address Accuracy

Customers are responsible for ensuring that all shipping information provided at checkout is accurate and complete.

If a package is returned due to an incorrect or incomplete address:

Reshipping fees will apply.
Original shipping fees are non-refundable.

Lost or Stolen Packages

Responsibility for a shipment transfers to the customer once the carrier marks the package as delivered.

If your order is marked delivered but cannot be located, we recommend:

Checking the surrounding delivery area
Confirming with neighbors or building management
Requesting proof of delivery directly from the shipping carrier

A package may be considered lost if tracking has not updated for 5 business days or if the estimated delivery window has passed with no delivery. If this happens, contact us at support@thesanola.com with your order number and tracking number so we can help review the shipment and next steps.

SANOLA is not responsible for lost or stolen packages confirmed as delivered. Claims must be submitted within 7 days of the delivery date.