SHIPPING POLICY

Last updated: 25-08-2026

We can't wait for you to receive your TIMALSA order! Below, you'll find detailed information about our shipping policies so you know what to expect when placing an order through timalsa.com.

ORDER PROCESSING

At TIMALSA, we aim to process and prepare orders within 1–3 business days, Monday to Friday, excluding public holidays.

During periods of high order volume, such as product launches, promotions, sales or holiday periods, processing times may take longer than usual.

We appreciate your patience and understanding during these periods.

To ensure smooth delivery, please carefully verify your shipping information before completing your purchase.

TIMALSA is not responsible for delivery issues, delays or additional costs resulting from incorrect, incomplete or inaccurate shipping information provided by the customer.

Once an order has been placed, we may not be able to make changes to the shipping address, products or order details because we may begin processing the order shortly after purchase.

If you need to request a change or cancellation, please contact us as soon as possible at Support@timalsa.com. We will do our best to assist you, but we cannot guarantee that changes or cancellations will be possible once processing has begun.

SHIPPING CONFIRMATION AND TRACKING

Once your order has been shipped, you will receive a shipping confirmation by email, SMS or another available communication method.

Where tracking is available, the shipping confirmation will include a tracking number or tracking link that you can use to follow your package.

Please note that tracking information may not become active immediately. In some cases, it may take up to 1 business day after the carrier receives and scans the package before tracking information becomes available.

SHIPPING DESTINATIONS

TIMALSA currently ships to the destinations available at checkout.

Available shipping destinations, delivery methods and shipping costs may vary depending on your location.

If your country or region is not available during checkout, we may not currently offer delivery to that destination.

We may add or remove shipping destinations from time to time.

SHIPPING COSTS

Shipping costs are calculated and displayed at checkout based on your delivery address, order size, shipping method and destination.

Any applicable shipping charges will be shown before you complete your purchase.

Where applicable, free shipping promotions may be subject to minimum order values, specific destinations or other promotional conditions.

DELIVERY TIMES

Estimated delivery times depend on your destination, shipping method and carrier.

Delivery estimates are provided for guidance only and are not guaranteed unless expressly stated otherwise.

Delivery may take longer during:

• Public holidays;

• Sales and promotional periods;

• Product launches;

• Periods of unusually high order volume;

• Severe weather conditions;

• Carrier disruptions;

• Customs processing;

• Incorrect or incomplete delivery information; or

• Other circumstances outside our reasonable control.

Once your order has been handed over to the shipping carrier, delivery is managed by the carrier. We will nevertheless do our best to assist you if an issue occurs.

INTERNATIONAL SHIPPING AND CUSTOMS

For orders shipped internationally, additional customs duties, import taxes, VAT or other charges may apply depending on the destination country and applicable local laws.

Where such charges are not included in the amount paid at checkout, they may be payable by the customer upon importation or delivery.

The customer is responsible for complying with applicable laws and regulations in the destination country.

Customs authorities may delay packages for inspection or require additional information from the recipient.

TIMALSA cannot guarantee the exact time required for customs clearance and is not responsible for delays caused by customs authorities.

If you are unsure about potential customs duties, taxes or import requirements, we recommend contacting your local customs authority before placing your order.

DELIVERY ATTEMPTS

Our shipping partners may make one or more delivery attempts depending on the destination and carrier.

If you are unavailable when delivery is attempted, the carrier may leave a delivery notice, redirect the package to a pickup location or arrange another delivery attempt.

Please follow the instructions provided by the carrier to avoid delays.

INCORRECT OR INCOMPLETE SHIPPING INFORMATION

Please make sure that your name, address, apartment or building number, postal code, city, country and telephone number are correct before placing your order.

TIMALSA is not responsible for delays, failed deliveries, returned packages or additional shipping charges resulting from incorrect or incomplete information provided by the customer.

If a package is returned to us because the delivery information was incorrect or the recipient could not receive the package, additional shipping charges may apply if the customer requests that the order be shipped again.

LOST OR DELAYED ORDERS

If your order is delayed, please first check the tracking information provided by the shipping carrier.

If the tracking information has not been updated for an extended period or you believe your package may be lost, please contact our Customer Service Team at:

Support@timalsa.com

We will review the shipment and, where appropriate, contact the shipping carrier to investigate the issue.

Please note that carrier investigations may take several business days.

ORDER SHOWS AS DELIVERED BUT HAS NOT BEEN RECEIVED

If your tracking information shows that your order has been delivered but you have not received it, we recommend:

1. Checking around your property or building;

2. Checking whether the package was left in a safe location;

3. Asking household members or neighbours whether they received the package;

4. Checking for a delivery notice; and

5. Contacting the shipping carrier using the tracking information provided.

If you still cannot locate your package, please contact us at Support@timalsa.com so that we can assist you with the investigation.

DAMAGED PACKAGES

If your package arrives visibly damaged, please take photographs of the package and its contents before discarding any packaging materials.

Contact us as soon as possible at Support@timalsa.com and provide:

• Your order number;

• Photographs of the package;

• Photographs of the damaged item(s); and

• A brief description of the issue.

This information helps us investigate the matter with our shipping partner and determine the appropriate solution.

MISSING OR INCORRECT ITEMS

In the unlikely event that an item is missing, incorrect or damaged, please contact our Customer Service Team as soon as possible.

Please provide your order number and photographs of the package and the items received where possible.

We will review your case and determine the appropriate solution in accordance with our applicable Refund and Return Policy and consumer-protection laws.

CONTACT US

If you have any questions about your order or our Shipping Policy, please contact us:

Website: timalsa.com

Legal entity: TIMALSA

Phone number:0624203357

Email: Support@timalsa.com

Physical address: marrakech, 40000 , Morocco