Shipping policy

Last Updated: May 20, 2026

At Simprolos, we are committed to providing clear, honest shipping information so you know exactly what to expect before you place your order. Please review the details below carefully.

1. Where Your Order Ships From

Simprolos operates a dual-fulfillment model. Depending on the product you order, your shipment will originate from one of two locations. The origin and estimated delivery time are clearly labeled on each product page before you add the item to your cart.

U.S. Warehouse (In-Stock Items)
Origin: Sheridan, Wyoming, United States.
Operated by our fulfillment partner with live inventory tracking.

China Manufacturing Facility (Made-to-Order Items)
Origin: Zhongshan, Guangdong Province, China.
Our owned manufacturing facility, where each made-to-order fixture is produced after your order is placed.

The majority of our designer fixtures are made-to-order from our China facility. A smaller selection of best-selling items is stocked in the U.S. for faster delivery. Each product page clearly shows which category the item belongs to.

2. General Shipping Information

• Shipping Cost: Free Standard Shipping is offered to the United States (48 contiguous states), Canada, Australia, the United Kingdom, France, Germany, and Hong Kong / Macao / Taiwan. Expedited shipping and shipping to all other destinations are calculated at checkout.
• Order Cut-off Time: 5:00 PM Pacific Time (PT). Orders placed after this time are processed the next business day.
• Business Days: Monday through Friday, excluding U.S. public holidays and observed Chinese public holidays (which affect the China facility).
• Currency: All prices and shipping charges are displayed in USD.

3. Processing & Delivery Times

U.S. Warehouse (In-Stock Items)

• Processing Time: 1–3 business days
• Standard Delivery: 4–10 business days after shipment
• Total Time to Door: Approximately 1–2.5 weeks
• Carriers: UPS, FedEx, or USPS

China Facility — Standard Shipping (Made-to-Order Items)

• Production Time: 3–10 business days
• Sea Freight Transit: 3–5 weeks
• Total Time to Door: Approximately 4–6 weeks
• Carriers: Sea freight with final-mile UPS / FedEx delivery in the destination country

China Facility — Expedited Air Shipping (Made-to-Order Items)

• Production Time: 3–10 business days
• Air Transit: 5–10 business days
• Total Time to Door: Approximately 1–3 weeks
• Carriers: DHL Express or FedEx International
• Cost: Calculated at checkout based on weight and destination

Custom and bespoke items requiring extended production are clearly labeled on each product page with their specific lead time, which may extend up to 30 business days for the most complex pieces.

4. Shipping Zones — Delivery Times & Fees

The estimates below apply after the processing / production period described in Section 3.

Note: Estimated delivery windows may vary due to customs clearance, local carrier operations, weather, peak seasons, and other factors beyond our control. We will proactively notify you of any material delay affecting your order.

5. Order Tracking

When tracking is available:

• U.S. In-Stock orders: Tracking issued within 1–3 business days of order.
• Made-to-Order from China via Expedited Air: Tracking issued at dispatch (typically 1–2 weeks after order).
• Made-to-Order from China via Standard Sea Freight: Tracking is issued once the shipment clears the destination port and enters the local delivery network — typically 3–4 weeks after order placement. Prior to this point, your shipment is in production or consolidation.

Tracking Updates: Once tracking is issued, please allow up to 48 hours for the carrier's system to reflect the latest status.

Split Shipments: If your order contains multiple items, they may ship separately based on stock location or package size. Each shipment will have its own tracking number. No additional standard shipping fee will be charged for split shipments.

6. Customs Duties, Taxes & Import Fees

United States — Standard Shipping (Sea Freight): Simprolos covers all applicable U.S. customs duties and import taxes. The amount shown at checkout is final — there are no additional charges upon delivery.

United States — Expedited Shipping (Air Freight via DHL / FedEx): Import duties or customs charges may be assessed by U.S. Customs at the time of import. Any such charges are the responsibility of the customer.

International Orders (Outside the United States): Local VAT, customs duties, import taxes, brokerage fees, or other government charges may apply depending on your country's import regulations. These are the responsibility of the customer unless otherwise stated at checkout.

If you have questions about whether duties will apply to your specific order, please contact us before placing your order and we will provide a clear estimate.

7. Pre-Order & Backorder Policy

When a product is available for pre-order or backorder, this is clearly disclosed on the product page along with the estimated ship date. You may cancel any pre-order or backorder for a full refund at any time before the item ships.

8. Holiday & Peak Season Notice

Our China manufacturing facility observes Chinese public holidays, including Chinese New Year (typically late January to mid-February). During these periods, production and shipping may be delayed by 1–3 weeks. Affected date ranges are posted on our homepage and on relevant product pages in advance.

During major peak seasons (Black Friday, Cyber Monday, Christmas), transit times for both U.S. domestic and international orders may extend beyond the standard estimates due to carrier volume.

9. Order Changes, Cancellations & Delivery Issues

Address Changes & Cancellations: You may cancel your order or update your shipping address free of charge within 24 hours of purchase by emailing info@simprolos.com. Once an order has entered production or been handed to the carrier, changes may require rerouting fees or be no longer possible.

Items Damaged in Transit: If your order arrives damaged, please contact us within 7 days of delivery with clear photos of the damaged item, the packaging, and the shipping label. We will provide a resolution — typically a free replacement of the damaged part or item, at our cost.

Lost Packages: If your tracking shows "Delivered" but you have not received the package, please contact us within 7 days. We will open a carrier investigation on your behalf and provide a resolution once the investigation concludes.

Failed Delivery: If a package is returned to us due to an incorrect address, refusal of delivery, or failure to clear customs, the customer is responsible for return shipping costs and any applicable restocking fees, which will be deducted from any refund issued.

10. Contact Information

Simprolos Customer Support

• Email: info@simprolos.com
• Phone (WhatsApp): +86 18688144939
• Hours: Monday – Friday, 9:00 AM – 6:00 PM EST (excluding U.S. public holidays)
  

Our phone line is staffed by live customer service representatives during the hours listed above. Outside of business hours, please email us and we will respond within 1 business day. We aim to respond to all email inquiries within 24 business hours.

Simprolos Inc.

Registered Office: United States
30 N Gould St Ste R
Sheridan, WY 82801
United States

Operations Office: Hong Kong
Unit 89, 3/F.
Yau Lee Centre,
No. 45, Hoi Yuen Road,
Kwun Tong
Hong Kong

Manufacturing / Production Office: China
Area B, Kaiyuan Lighting City, Guzhen Town, Zhongshan City, China

Customer Service:
Email: info@simprolos.com
Phone / WhatsApp: +86 18688144939
Business Hours: Monday–Friday, 9:00 AM–9:00 PM EST