Delivery Policy

My Package Returned To You?

All returned to the sender packages are disposed of safely due to the confidentiality of the printed materials.

This typically happens due to incorrect address or recipient unavailability.

If the address issues that caused delivery failure are resolved, you can place a new order at any time.

Countries Gelato Deliver To

We deliver to an extensivelist of countries and havelocal production in most regions. Shipping to countries where we don’t have local production is using the global network of our logistics partners. Fulfilment of your print orders to these countries is done by Gelato Globe’s courier network partners who are industry leaders in the logistics business.

Note: Even if we have local production in a country, some products might still be produced in a different country due to production limitations or other reasons and shipped across borders. Should this be the case, you will be always informed during the checkout process.

Import Customs & Duties

For destinations where we do not have local production, we produce in several regional hubs and ship from these locations to other countries in the region. Depending on the destination country of your order, customs duty, and tax fees may be assessed upon importation. Our shipping charges are only for the cost of carriage and do not include these additional charges.

The value of goods imported will be accurately represented in our commercial invoices for customs purposes. Our process for declaring order value at customs is automated and we don’t have a way to change the order value. This also ensures that we always keep our legal obligation to provide accurate information to our customers and other stakeholders.

If the delivery of an order placed on Gelato is refused, you will be responsible for the original shipping charges, as well as any import duty, tax, and brokerage fees that may be assessed. Gelato makes every effort to minimize the possible burden of these additional charges.

Delivery Duty Paid (DDP) Shipping

For some locations, Gelato offers “delivery duty paid” options (the ability to prepay customs & duties fees for accelerated customs clearance). For these locations, DDP is included in the shipping rate

Adding A Recipient

It is crucial to provide a valid recipient phone number during the ordering process. Our shipping partners require this to contact recipients and ensure successful delivery, especially for express and cross-border shipments.

Important: Please include a mobile number whenever possible, as this will allow sending tracking information directly to the recipient. Also, please include a local number from the destination country.

There are two different types of recipients: Company recipients and Personal recipients. The former is visible company-wide, while the latter is visible only to the user who created it.

Note: Regular users will not be able to add Company recipients but only Personal recipients.

 

In this article:

  • Pre-loading shipping recipients
  • Adding a recipient at checkout 
  • Shipping to a hotel
  • Available shipping methods

    You can select your preferred delivery method during the checkout flow. Different options will be available depending on the case:

    • Standard/Economy is a delivery service for mail that is too heavy for normal letter post. Delivery time for domestic standard parcel delivery normally takes between 2-5 days.
    • Express Services are processed by the shipping company as a priority as it is time-sensitive: delivery is expedited. When delivery time is critical, we recommend opting for Express delivery.
    • Pallet shipping for large orders: To ensure quality of the delivered products for large orders and volumes, we will ship on pallets for orders weighing over 28kg. A loading bay, lifting platform or other forklift equipment is required for receiving the goods.
    • Scheduled ordering is a delivery option that allows to book an order to be delivered up to 3 months ahead if there is a known event or venue for which the delivery is needed.
  • General advice when choosing a shipping method

    Please note that when you place an order you will be notified of an estimated delivery time. As clarified in our Terms & Conditions, Gelato will use all reasonable efforts to ensure that your products are delivered within the estimated timeframe, but shall not have any liability in that regard. We will notify you as soon as we become aware of circumstances that may cause substantial delay.
    By choosing Express delivery, there is additional coverage from our side, also stated in our Terms & Conditions. If you have chosen tracked delivery, Gelato shall bear the risk of loss and damage to the products during transportation. If you have chosen non-tracked delivery (Economy), the order will be deemed delivered and title and risk of loss transferred to you upon Gelato’s delivery of the products to any common carrier.

     

    Important information

    • Less than ~7kg print material goes in a single shipment, else the order is shipped with split shipments
    • For orders with a weight above ~28kg pallet shipping will be available. You can decide to select shipment into separate parcels if preferred
    • For orders including with multiple products, the square products (flat and smaller size products such as Brochures, Flyers, Letterheads etc.) may be combined in a shipment but roll-ups and posters are always shipped separately. This is to avoid damage to the roll-ups or posters as they are larger in size and require different packaging for better protection
    • Rarely, products on a single order are printed by different Gelato print partners because of production limitations. In such cases, multiple shipments will be created.

Countries without Delivery Duty Paid Service

These countries do not offer possibility to setup DDP. When shipping to these countries, recipient must pay customs fees and respond to requests (email/phone) from shipping providers to receive the order.

Algeria, Andorra, Afghanistan, Antigua & Barbuda, Albania, Armenia, Angola, American Samoa, Aruba, Åland islands, Azerbaijan, Bosnia-Herzegovina, Barbados, Burkina Faso, Benin, Bolivia, Buthan, Botswana, Belarus, Belize, Congo, Cook Islands, Gabon, Costa Rica, Cape Verde Islands, Djibouti, Dominica, Eritrea, Ethiopia, Fiji Islands, Falkland Islands, Grenada, French Guiana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Jersey, Jordan, Kyrgyzstan, Cambodia, Kiribati, Comoros, Nevis, Lebanon, Saint Lucia, Liechtenstein, Sri Lanka, Liberia, Lesotho, Morocco, Monaco, Moldova, Madagascar, Mali, Mongolia, Macau, Martinique, Mauritania, Mauritius, Maldives, Malawi, Mozambique, Namibia, Wallis And Futuna Islands, Niger, Nicaragua, Nepal, Nauru, Norfolk Island, Oman, French Polynesia, Papua New Guinea, Saint Pierre & Miquelon, Puerto Rico, Qatar, Réunion Island, Rwanda, Solomon Islands, Seychelles, St. Helena, Sierra Leone, San Marino, Suriname, Sao Tome & Principe, El Salvador, Swaziland, Turks & Caicos Islands, Chad, French Southern Territories, Tajikistan, Turkmenistan, Tunisia, Trinidad & Tobago, Ukraine, Uganda, Uruguay, Uzbekistan, Vietnam, Vanuatu, Western Samoa, Yemen, Mayotte Islands, Zambia,

 

A clear message will be shown during the checkout process :

Countries with Delivery Duty Paid Service and low customs risk

For countries where we have this setup, recipient will not have to pay customs fees or respond to requests (email/phone) from shipping providers in most cases to receive the order. If customs authorities ask recipient to pay additional fees, contact our customer service and we will refund any fees paid. We have this arrangement for the following countries:

Anguilla, Bahamas, Bangladesh, Bermuda, Brunei Darussalam, Cayman Islands, Colombia, Curaçao, Cyprus, Dominican Republic, Ecuador, Egypt, Georgia, Ghana, Guatemala, Hong Kong, Jamaica, Kenya, Kuwait, Macedonia (FYROM), Montenegro, Myanmar, Pakistan, Panama, Peru, Philippines, Taiwan, Tanzania, Thailand, Virgin Islands (British), Virgin Islands (U.S.)

 

Countries with Delivery Duty Paid Service and high customs risk

For these countries, we have DDP setup such that the order can go through customs without any recipient action. However, due to the way local customs authorities operate, recipients will likely have to respond to requests (email/phone) from shipping providers or pay additional customs fees or to receive the order. These countries also have a higher risk of delivery delays due to variability in local customs processes. If customs authorities ask the recipient to pay additional fees, that must be covered by the recipient. We have this arrangement for the following countries:

Indonesia, Israel, Kazakhstan, Malaysia, Nigeria, Saudi Arabia, South Africa

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