Shipping & Delivery

1. Where your order ships from

Orders are dispatched from our fulfilment hub in Italy, operated on our behalf by a contracted logistics provider. MetaDac FZE remains the seller of record.

All shipments are fully tracked and customs documentation is prepared and included for every international shipment.

2. Dispatch time and transit time

2.1 Dispatch — our commitment. In-stock orders are dispatched within 2 business days of order confirmation. Dispatch is evidenced by the carrier hand-over scan and the tracking number sent to you by email.

2.2 Items not in stock. If an item is not available for immediate dispatch we notify you within 2 business days with an estimated dispatch date. You may wait, have available items shipped first, or cancel that item for a full refund. If we cannot dispatch within 30 days of order confirmation and you have not agreed to a longer period, you may cancel in full and we refund within 14 days.

2.3 Transit — a carrier estimate. Once dispatched, typical transit times are:

These are carrier estimates. They exclude time spent in customs clearance. They are indicative and are not contractual delivery dates. Where a specific delivery date has been agreed in writing, that date applies instead.

3. Events that suspend delivery estimates

The estimates in Section 2.3 do not run during, and we are not responsible for delay caused by:

• customs inspection, hold or documentary review by any authority;

• import duties, import VAT or clearance fees not paid by the receiver when the carrier requests payment;

• missing, incorrect or invalid importer identification (EORI, IEC, RFC, EIN, VAT or tax ID) or missing recipient contact details;

• an incorrect, incomplete or unreachable delivery address;

• failed delivery attempts, refused delivery, or a parcel left uncollected at a pickup point;

• remote-area routing, carrier network disruption, strike, weather or force majeure;

• national holidays and closures in the origin or destination country.

Your obligations. Provide accurate delivery and importer details at checkout, respond promptly to any carrier or customs request, and pay destination-country import charges when requested. Where the carrier or customs authority contacts you and receives no response, the parcel will be held, returned or, after the carrier's storage period, disposed of.

4. Customs, duties and taxes

4.1 Within the EU/EEA. Goods dispatched from our Italian hub are in free circulation. No import duties or customs clearance charges apply. VAT is handled at checkout as described in Section 4 of the Terms of Sale.

4.2 Outside the EU/EEA. Shipments travel DAP (Incoterms® 2020). Import duties, import VAT or sales tax, clearance, brokerage and carrier handling charges are payable by the receiver and are not included in the checkout price, unless the checkout expressly states "Duties & Taxes Included". These charges are set by local authorities and carriers, and are not refundable by us.

5. Transfer of risk

5.1 Consumers. Risk passes to you when you — or a third party you designate, other than the carrier — take physical possession of the goods. If goods are lost or damaged in transit we replace or refund them. This does not apply where you arranged your own carrier not offered by us.

5.2 Professional Buyers. Risk passes on hand-over of the goods to the carrier at our fulfilment hub, consistent with DAP terms. From that point the goods travel at your risk.

5.3 What we do anyway. Even where risk has passed under 5.2, we open and pursue the carrier claim on your behalf at no cost to you, and where the carrier confirms loss or transit damage we pass on a replacement or a refund of the goods value. This is a service commitment, not an admission of liability.

6. Delayed, lost or undelivered parcels

6.1 When a parcel is treated as lost. When tracking shows no movement for 10 consecutive business days (international) or 5 consecutive business days (Italy) and a carrier trace has been opened. Traces typically take 5–10 business days to close.

6.2 Reporting window. Professional Buyers must report non-delivery within 30 days of dispatch. Consumers retain their statutory rights and are not bound by this window.

6.3 Outcome. Where the carrier confirms loss we will, at our option, dispatch a replacement or refund the goods value and shipping paid. While a trace is open we update you at least weekly until it closes.

6.4 Damage in transit. Report visible damage within 7 calendar days of delivery with photographs of the goods and of the outer packaging as received. Concealed damage should be reported as soon as discovered. Consumers' rights under Section 8 of the Terms of Sale are not limited by this deadline.

6.5 Parcels held, returned, abandoned or destroyed for customs reasons. Where a parcel is held, returned to origin, abandoned or destroyed because import charges were not paid, importer identification was not supplied, delivery was refused, or the address was incorrect, the shipment is not treated as lost and we are not responsible for the outcome:

• if the goods are destroyed or abandoned in the destination country, no refund of the goods is due;

• if the goods are returned to us in resaleable condition, we refund the goods value less outbound shipping, return shipping and any customs or carrier charges incurred;

• a Consumer exercising the right of withdrawal within the statutory period retains that right, subject to the return-cost provisions of the Returns Policy.

7. Other

Address changes are possible before dispatch only. After dispatch, redirection is subject to carrier policy and any carrier fee is payable by you.

Split shipments. Multi-item orders may ship in more than one parcel at no extra cost; each is tracked separately.

Shipping costs are calculated and shown at checkout before payment. Free shipping thresholds, where offered, are stated on the product page and at checkout.

Shipping and delivery questions: info@dacos.dental — we reply within 1 business day.