Shipping policy

Company Name: Jentrix Solutions Ltd

Company Registration Number: 20251074048

Official Website: jentrixrug.com

Customer Service Email: [email protected]

These Shipping Terms apply to all customers (hereinafter referred to as "you") who purchase carpet products through the Jentrix Solutions Ltd official website (jentrixrug.com, hereinafter referred to as the "Website"). They describe the shipping process, shipping timelines, fee regulations, package tracking, and exception handling, from order confirmation to final delivery. These Terms have the same legal force as your order contract. If you have any questions regarding shipping, please contact us at any time through our customer service email.

I. Shipping Scope

This Website currently supports shipping to all EU member states. We do not currently offer shipping to destinations outside the EU or to non-EU member states (for example, the UK and Switzerland, which require separate confirmation; please contact customer service for special shipping options).

Some remote areas within the EU (such as islands, mountainous areas, or areas with limited access) may require additional shipping time or incur a small remote area surcharge. Details will be provided on the order page when you place your order, or separately by customer service after order confirmation.

II. Shipping Process and Timeframe

(I) Order Confirmation and Stock Preparation

After you submit your order and complete payment on this website, we will email you an order confirmation within 24 hours, including the order number, product details, estimated delivery time, and shipping instructions.

If you purchase a standard carpet, we will initiate the stock preparation process after order confirmation, ensuring that the product is shipped out of our warehouse and arranged for delivery within 5-7 days. (The "5-7 days" here refers to the shipping preparation period, calculated from the day after order confirmation, excluding weekends and EU statutory holidays. In the event of a temporary stock shortage, we will notify you in advance by email and negotiate an adjustment to the delivery time.) (II) Shipping Time

After shipment, the shipping time (from the time the product is picked up by the logistics company to the time it arrives at your designated delivery address) is 20-40 days. The specific timeframe is affected by the following factors:

Destination: Shipping time to core cities in major EU countries (such as Germany, France, Italy, and Spain) is typically 20-30 days. Shipping time to remote areas or non-core cities may extend to 30-40 days.

Shipping Method: By default, we use dedicated EU shipping lines (such as DHL eCommerce and DPD Europe). If you require a faster courier service (such as DHL Express or FedEx Priority), you can upgrade your shipping plan when placing your order. This will shorten shipping time to 7-15 days for an additional fee. Specific costs and shipping times are subject to the details displayed on the order page.

Force Majeure: In the event of force majeure, such as natural disasters (such as heavy rain or snow), strikes at logistics hubs, or customs inspection delays, shipping times may exceed the above range. We will promptly notify you of progress via email. Shipping time is calculated from the date the goods are actually collected by the logistics provider and does not include pre-shipment preparation time, weekends, or EU statutory holidays.

III. Shipping Fees and Costs

(I) Fee Calculation

Shipping fees are calculated based on the weight, volume, and shipping destination of your purchased goods. The specific amount will be automatically displayed on the checkout page when you place your order and can be clearly viewed before payment.

(II) Cost Bearer

Typically, shipping fees are paid together with the product price at the time of order placement, i.e., "Buyer Pays Shipping."

If additional shipping is required due to our fault (such as a missed order or the wrong item requiring reshipment), we will cover the associated shipping costs.

Import duties, value-added tax (VAT), and other taxes for some EU countries are included in the order amount (the tax amount will be separately indicated on the order page). You do not need to pay additional fees to customs or the logistics provider upon receipt. If additional customs fees are charged due to incorrect delivery information (such as an incomplete address or incorrect postal code), you will be responsible for these fees.

IV. Package Tracking and Delivery Confirmation

(I) Package Tracking

After the product is shipped, we will email you tracking information within 24 hours, including the carrier name, tracking number, and tracking link.

You can check the progress of your package in the following ways:

Click the tracking link in the email to be redirected to the carrier's official website for real-time tracking.

If tracking information has not been updated for an extended period (over 7 days), please contact customer service via email, and we will assist you in verifying the situation with the carrier. (II) Delivery Confirmation

When the logistics provider delivers the product, we will contact you to confirm the delivery time. We recommend that you or someone authorized by you inspect the package upon receipt:

Check the package's outer packaging for signs of damage, squeezing, or opening. If the outer packaging is damaged, please take a photo and keep it for record. Please refuse to sign for the package and contact us.

After signing for the package, promptly open the package and verify that the product model, quantity, and specifications match your order. If any product is missing or damaged, please submit photo or video proof to us within 48 hours so that we can coordinate with the logistics provider or arrange after-sales service.

If you authorize someone else to receive the package, the person's inspection and signature will be considered yours. Any subsequent issues with the package will be resolved between you and the person. We will assist with any resolution based on the documentation you provide, but we assume no liability arising from the person's receipt.

V. Exception Handling

(I) Shipping Delays

If your package's shipping time exceeds the agreed "20-40 days" without a valid reason, you may contact customer service for an inquiry. We will verify the cause of the delay with the logistics provider within three business days and provide you with a solution.

For shipping delays caused by force majeure, we will promptly inform you of the cause and estimated time of recovery. We will not be liable for compensation for delays, but we will assist you in tracking the progress of your package. (II) Package Lost or Damaged

If a package is lost during transit (tracking shows "Lost Package" or it has not been delivered for more than 40 days with no updates), we will provide you with two solutions after verification:

Free resend of the same product (the resend will still take 5-7 days, and the shipping time is calculated based on the new order);

A full refund (including the product price and shipping fees) will be issued within 7 business days of verification and returned to the original payment method.

If the package is damaged during transit and the product is unusable, we will:

Replace the product with a new one, at our expense;

If a replacement is not necessary, a partial or full refund will be provided. The specific refund ratio will be determined by negotiation based on the severity of the damage. (III) Address Changes and Shipping Cancellations

If you need to change your delivery address after your order is confirmed but before your product is shipped, you must contact our customer service email address within 24 hours to submit a request. If your product has already entered the shipping process (e.g., a tracking number has been assigned), you may not be able to change your address, or you may be required to pay an additional address change fee.

Cancellation of shipping is not possible after your product has been shipped. If you do not wish to receive your package, you may refuse to accept it upon delivery. The package will be returned to our warehouse and you may subsequently request a return according to our return policy.

VI. Contact and Inquiries

If you require assistance during shipping (such as tracking logistics, handling unusual packages, or inquiries), please contact us via the following methods:

Customer Service Email: [email protected] (Business Hours: Monday to Friday, 9:00 AM - 6:00 PM GMT, emails will be responded to within 24 hours).

Order Inquiries: Log in to "My Account" - Customer Service Center on this website and submit shipping-related questions. We will prioritize your response.

VII. Updates and Effectiveness of Terms

We may update these Terms of Carriage based on changes in EU logistics policies, adjustments to logistics partner partnerships, or business needs. The updated terms will be posted on this website's homepage via a pop-up window or announcement and will take effect from the date of posting.

Placing an order through this website after the updated terms constitutes your understanding and agreement to the updated terms. If you placed an order before the updated terms, the terms in effect at the time of the order will apply.

In the event of any conflict between these Terms and the local logistics regulations of an EU member state, the local regulations will prevail.

Effective Date: These Terms of Carriage take effect from the date of posting.

Jentrix Solutions Ltd reserves the right of final interpretation of these Terms of Carriage.