Shipping policy

ARTIFACTO | Shipping & Delivery Framework

At ARTIFACTO, we are proud to offer Complimentary Premium Worldwide Shipping (100% Free Shipping) via DHL Express directly to your door[cite: 1]. Because our creations are entirely handcrafted from scratch, layer by layer, our delivery ecosystem is divided into two distinct phases: Crafting Time and Transit Time.

1. Total Delivery Timeline (8–12 Business Days)

Every single artifact is strictly Made to Order. Your total delivery window is calculated as follows:

  • Studio Crafting Window (4–5 Business Days): This is the time required for our master artisans to manually pour the colored quartz sand, execute your specific design parameters, seal the structural integrity of the vessel, and securely pack the glass for international transit.
  • DHL Express Transit Window (4–7 Business Days): Once your artifact leaves our studio in Amman, Jordan, it is handed over to DHL Express for priority air transit directly to your destination country.

*Please note: Delivery timelines are realistic estimates and may experience temporary extensions during international peak seasons, holidays, or sudden customs clearance delays in your country.

2. Tracking & Shipping Confirmations

As soon as your package is processed and scanned at the DHL facility, you will receive an automated shipping confirmation email containing your official DHL Tracking Number. You can monitor the real-time movement, live checkpoints, and estimated delivery hour of your package directly through the official DHL tracking portal.

3. Import Customs, Duties, and Taxes

While ARTIFACTO covers 100% of the actual shipping fees and transport costs to your country, all local customs duties, import tariffs, brokerage fees, or VAT applied by your destination country are the sole financial and legal responsibility of the customer.

DHL Express operates as a customs broker to clear your parcel through your government's regulatory customs entry. If DHL contacts you requiring a customs payment to release your package, you must fulfill this local legal obligation. If a buyer refuses to pay local customs fees and rejects the parcel, DHL will abandon or destroy the package. Under this scenario, ARTIFACTO will not issue any refunds or free replacements.

4. Remote Area Delivery Clause (Hidden Logistical Cost Protection)

Our free shipping offer applies to standard global delivery zones covered by DHL Express[cite: 1]. In rare instances, if a customer's shipping address is categorized under DHL's official international directory as a "Remote Area" (such as isolated islands, deep countrysides, or military postal codes), a heavy remote delivery surcharge is applied by the carrier.

In such exceptional cases, ARTIFACTO reserves the right to contact the buyer before production begins to either: (a) Request an alternative standard commercial/residential address located outside the remote zone (such as a workplace address in a nearby city), or (b) Cancel the order and issue a full refund before production starts to avoid unsustainable logistical losses.

5. Failed Deliveries & Wrong Addresses

DHL Express requires a clear physical address and an active, responsive mobile phone number to coordinate the final delivery drop off. ARTIFACTO is not legally or financially liable for missing or failed deliveries caused by:

  • The customer providing inaccurate, incomplete, or misspelled address data at checkout.
  • The customer failing to respond to DHL calls, text alerts, or delivery notifications after multiple attempts.

⚠️ CRITICAL LOGISTICAL POLICY: If a package is lost, destroyed, or abandoned by DHL due to the customer's lack of response, wrong information, or refusal to pay local customs fees, NO refunds will be issued under any circumstances[cite: 1]. Since every item is custom handcrafted to order, if the customer wishes to receive the item after a failed delivery, they must place a completely new order at the full retail price.

6. Post-Delivery Threshold & Porch Piracy Protection

The moment DHL Express updates your tracking status to "Delivered" (accompanied by DHL’s electronic delivery scan, timestamp, courier signature release, or drop off photo proof), our legal, financial, and physical obligation is fulfilled in its entirety.

ARTIFACTO is absolutely not responsible or liable for parcels that go missing or are stolen from your doorstep, front porch, mail room, or yard after DHL has successfully executed the delivery drop off. The buyer must ensure their drop off location is secure or manage specific delivery windows directly with DHL via their "DHL On Demand Delivery" portal.

For any urgent tracking inquiries, please contact our dispatch desk at: support@artifacto.com.

ARTIFACTO Studio
Official Dispatch Desk: support@artifacto.com
Amman, Jordan