Shipping and Refund Policy

Flexible Shipping Options: Choose the Best Shipping Method for Your Model Trees

At Samtrees, we understand that timely and reliable shipping is essential for a seamless customer experience. We provide multiple shipping options to meet your needs:

 

EMS: Economical and Efficient

  • Budget-friendly shipping, ideal for bulky yet lightweight items such as large model trees.
  • Delivery typically takes 7–14 days to the USA.
  • Shipping costs are calculated based on the physical weight of the package.

FEDEX / DHL: Speed and Reliability

  • Fast delivery, typically 2–4 days to the USA.
  • Shipping costs are based on volume weight, which may differ from actual weight for large trees.
  • Customers can use their own FEDEX/DHL account during checkout by providing the account number
    in the “Order Notes” section.

Tracking & Logistics

  • Once your order is processed and dispatched, you will receive a tracking number
    via your account page and invoice.
  • Please monitor your shipment carefully to avoid delivery issues.
  • If a package is returned to us due to delivery failure, re-shipment will incur additional costs borne by the customer.

Damages or Loss During Shipping

  • All goods are securely packaged.
  • If damage occurs during transit, take a photo and email it to
    [email protected] within 7 days    .
  • We will provide a free replacement for damaged products.
    Re-shipping costs are the responsibility of the customer, unless the damage is caused by our error.

Refund & Return Policy

1. Cancellation Before Shipment

  • Standard Products: Full refund minus bank/PayPal fees if canceled before dispatch.

  • Tailor-Made Products: Cannot be canceled or refunded once confirmed.

2. Returns After Delivery

  • Our Error: Full refund or free replacement, including shipping costs.

  • Customer Reasons:

    • Return within 30 days in original, undamaged condition to our designated address in China.

    • Customer pays for shipping and taxes.

    • Tailor-Made Products cannot be returned.

    • Returns after 30 days will not be accepted.

3. Shipping Responsibility

  • Unless specified, orders are shipped via DHL, FedEx, or Speedpost (HK Post).

  • Once dispatched, courier is responsible for loss or damage.

  • Samtrees will assist with claims and may arrange reshipment at cost price. Customers pay shipping fees for reshipment.

  • Additional insurance can be purchased by contacting us.