Shipping policy

1. Scope of application

This Shipping and Delivery Policy governs the conditions under which SAPRO TRADING, S.L. (hereinafter, "SIMUFY") ships and delivers products purchased through the website https://simufy.com (hereinafter, the "Website"). This Policy forms an integral part of the Terms and Conditions and is binding on the User from the moment they place an order.

For the purposes of this Policy, order confirmation means the confirmation email issued by SIMUFY once product availability has been verified and payment has been received. This email marks the start of all time periods established in this Policy.

2. Shipping destinations and cost calculation

  • SIMUFY ships internationally to most countries. Availability for a specific destination and the associated cost are calculated dynamically at checkout based on the delivery address, weight and volume of the items ordered.
  • If a destination is not available at checkout, the User may contact info@simufy.com to explore alternatives.
  • The total shipping cost will be displayed to the User before payment confirmation, at a clearly identifiable step in the checkout process, in accordance with applicable consumer law.

3. Maximum delivery time and pre-order policy

3.1 General maximum delivery time

In accordance with Spanish consumer law (TRLGDCU art. 109.1), the maximum delivery time for products purchased through the Website is 30 calendar days from order confirmation, unless otherwise expressly agreed between the parties.

3.2 Pre-order products or items shipped directly from the manufacturer

Certain products in the SIMUFY catalogue are sold on a pre-order basis, or are shipped directly from the manufacturer's warehouse, subject to production or import availability. For these products:

  • The estimated delivery date is stated explicitly on the product page before purchase and included in the order confirmation email.
  • By completing the purchase, the User expressly agrees, via a specific consent checkbox, that the estimated delivery date constitutes an express agreement on the delivery period, superseding the default 30-day period under applicable law.
  • The estimated date may be affected by factors beyond SIMUFY's control (manufacturer production, international logistics, customs, force majeure). SIMUFY undertakes to notify the User by email of any material change to the estimated date.
  • If the revised estimated date is unacceptable to the User, they may cancel the order at any time before the package leaves SIMUFY's warehouse and receive a full refund.
  • If SIMUFY is unable to deliver by the estimated date or any notified revision thereof, the User may request via info@simufy.com that SIMUFY fulfil the order within a reasonable additional period. If delivery still does not occur within that period, the User may cancel the contract and receive a full refund.
  • The carrier assigned may differ from those listed in §4, in order to optimise delivery times based on the shipment origin.

4. Indicative delivery times by carrier

The times below are operational estimates provided by SIMUFY's carrier partners and are for guidance only. They do not constitute a contractual commitment to deliver within those times, without prejudice to the 30-day maximum set out in §3.1 or any express date agreed for pre-order products. Times are calculated from the moment the package leaves SIMUFY's warehouse, not from order confirmation. Times of 72 h or less are shown in hours; longer times are shown in working days.

Destination Carrier Estimated time
Spain (Peninsula) — within 500 km of Barcelona GLS / UPS / DHL 24 h
Spain (Peninsula) — rest GLS / UPS / DHL 48 h
Spain (Balearic Islands) UPS / DHL 48/72 h
Spain (Canary Islands, Ceuta, Melilla) UPS 3–5 working days + customs clearance (1–5 additional days)
Europe UPS / DHL 24/72 h
USA and Canada UPS / DHL 3–7 working days
South America UPS / DHL 5–10 working days
Rest of the World UPS / DHL 5–10 working days

Irregular parcels (over 30 kg, with any side exceeding 100 cm, and/or multi-parcel shipments) may be delayed by an additional 24 h as they pass through different conveyor systems or require manual handling.

During periods of high demand or unforeseeable exceptional circumstances, shipping times may vary significantly and/or delays beyond our control may occur.

Exception – TREQ: Delivery times may vary depending on manufacturer availability at the time of purchase. The selected carrier may vary in order to expedite shipment.

Exception – PC Custom: Custom-built PC products (PC Custom) are assembled to order. A preparation and assembly time of 48/72 h must be added to the shipping time shown in the table above, starting from order confirmation. The preparation time will be communicated explicitly to the User in the order confirmation email.

5. Order cut-off time

SIMUFY's warehouse operating hours are 08:00–16:00 (CET/CEST), Monday to Friday (working days). The same-day dispatch cut-off is 12:00; orders confirmed before this time will be prepared for same-day dispatch wherever operationally possible. Orders confirmed after 12:00 will be processed the following working day.

6. Shipping conditions and transfer of risk

  • Shipments are made under DAP conditions (Incoterms 2020), door-to-door, with SIMUFY's carrier partners.
  • Transfer of risk. In accordance with applicable Spanish consumer law (TRLGDCU art. 66 ter), the risk of loss or damage to products passes to the User at the moment the User, or a third party designated by the User (other than the carrier contracted by SIMUFY), takes physical possession of the goods. Until that moment, SIMUFY bears the risk of loss or damage in transit.
  • If the carrier is contracted directly by the User (e.g. an international shipment using the User's own freight forwarder), risk transfers upon delivery of the package to that carrier, in accordance with the same provision.

7. Destination taxes in territories with special tax regimes

For shipments to territories outside the European Union, to Spain's Canary Islands, Ceuta and Melilla, or to any other destination with a differentiated tax regime, any customs duties, import VAT, IGIC, IPSI or other local taxes are the responsibility of the recipient User, who will pay them directly to the carrier or the relevant customs authority. SIMUFY will display prices excluding destination taxes in the checkout where applicable; the final amount of such taxes will be communicated to the User by the carrier or customs authority at the time of delivery.

For shipments to the Canary Islands: applicable IGIC rates can be checked on the website of the Canary Islands Tax Agency. SIMUFY cannot guarantee the exact amount of taxes applicable in each case.

8. Grouping of orders with in-stock and pre-order items

  • Unless otherwise indicated at checkout, SIMUFY will group the shipment when an order contains both in-stock items and pre-order or out-of-stock items. In such cases, the dispatch date will be determined by the item with the longest estimated availability period. This condition is communicated via a prominent notice during the checkout process; completion of the order by the User constitutes express acceptance of this single-shipment condition.
  • The User may request, at the time of purchase or by contacting info@simufy.com before the order is dispatched, that the shipment be split into two separate deliveries, assuming any additional cost of the second shipment.

9. Failed delivery and receipt of damaged parcels

9.1 Failed delivery attributable to the User

Where delivery fails due to reasons attributable to the User (incorrect address provided, repeated absence during carrier-scheduled delivery attempts, unjustified refusal of the package, or failure to pay applicable customs duties or taxes), the original shipping cost will not be refunded and SIMUFY may charge the User for the cost of returning the package.

9.2 Failed delivery NOT attributable to the User

Where delivery fails for reasons not attributable to the User (carrier loss, operational incident, damage in transit), SIMUFY will fully refund the shipping costs and, where applicable, arrange a free re-delivery or a full refund of the order, at the User's choice.

9.3 Protocol for receipt of visibly damaged parcels

If the parcel shows visible external damage at the time of delivery (dents, crushing, punctures, torn protective film or other signs of mishandling), the User must:

  1. Note the incident in writing on the carrier's delivery note or device before signing for the delivery, describing the visible damage.
  2. Photograph the outside of the parcel before opening it, retaining all images with date and time metadata.
  3. Notify SIMUFY of the incident within a maximum of 48 hours of receipt, attaching the photographs, via info@simufy.com.

Failure to follow this protocol does not deprive the User of their statutory warranty rights, but may hinder the management of the claim against the carrier.

10. Restrictions after shipping label generation

  • Once the shipping label has been generated, the order will be considered dispatched and it will not be possible to make cancellations or changes to the delivery address through SIMUFY.
  • For any changes or adjustments to the delivery, the User must contact the carrier directly using the contact details provided in the dispatch notification email.
  • This operational restriction does not affect the consumer's right of withdrawal, which may be exercised in accordance with the Warranty and Returns Policy even after the shipping label has been generated and up to 14 calendar days after receipt of the product.

11. Shipment tracking

  • As soon as the order is dispatched, SIMUFY will send the User's email address the tracking number, along with the assigned carrier's details and customer service channels.
  • It is common for orders containing multiple items or parcels to be split in transit. Each individual package is labelled and will reach its destination. In the event of partial receipt, if the remainder of the order has not arrived within 3 working days, the User should contact SIMUFY via info@simufy.com to report the incident.
  • For any delays or delivery issues, the User may contact the carrier directly (contact details are provided in the dispatch notification email) or SIMUFY via info@simufy.com.

Direct contact with SIMUFY's main carriers:

Carrier Phone Note
GLS 93 801 90 15 Dedicated agent exclusively for SIMUFY shipments. Personal assistance from a human agent during regular business hours. This is not a generic helpline.
UPS 900 102 410 UPS Spain customer service.
DHL 902 12 24 24 DHL Spain customer service.

12. Contact information

For any questions relating to shipping, the User may contact SIMUFY via:

  • Email: info@simufy.com
  • Phone: +34 93 131 06 62
  • Hours: Monday to Friday, 9:00–18:00 (Central European Time), except Spanish national and local Barcelona public holidays

Last updated: 1 May 2026. Version 3.0.