SHIPPING & DELIVERY

1. General Overview

This Shipping & Delivery Policy (“Policy”) governs the processing, handling, dispatch, shipment, transportation, and delivery of all products (“Products”) purchased through the ISA website (“Site”).
By placing an order with ISA The Line (“ISA,” “we,” “us,” “our”), the Client (“you,” “your”) acknowledges and accepts the terms outlined herein.

Delivery timeframes and availability may vary depending on the Client’s location, courier performance, customs formalities, and external factors beyond ISA’s control. All shipments are executed in accordance with industry standards and in cooperation with reputable logistics providers.

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2. Processing Times

2.1 Standard Processing Window

All Orders undergo a mandatory preparation and verification phase of 4-5 Business Days before dispatch. This timeframe includes:
• Order verification
• Payment confirmation
• Quality inspection
• Packaging
• Handover to courier partners

Processing times exclude weekends and public holidays observed in Lebanon.

2.2 High-Demand & Peak Periods

During promotional periods, seasonal launches, restocks, or high-order volumes, processing times may be extended at ISA’s discretion. ISA shall not be held liable for delays arising from:
• Excessive order volume
• Courier capacity limitations
• Global crises or local disruptions
• System maintenance or technical interruptions

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3. Shipping Methods & Service Providers

ISA partners with trusted third-party couriers and logistic carriers, selected based on destination, efficiency, and reliability. ISA reserves the right to modify, replace, or update courier partners at any time.

Clients may not request specific couriers unless explicitly authorized by ISA.

ISA is not responsible for the internal operations, delays, or errors of courier partners.

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4. Domestic (Local) Delivery — Lebanon

4.1 Estimated Delivery Window

For Orders delivered within Lebanon, estimated transit time is:
• 1–3 Business Days from date of dispatch

Delivery windows may vary depending on city, accessibility, weather, courier availability, and national events.

4.2 Delivery Attempts

Couriers may attempt delivery up to two (2) times.
If delivery attempts fail due to:
• incorrect address,
• inability to reach the Client,
• refusal to accept the parcel, or
• absence at delivery location,

the package may be returned to ISA. Additional redelivery fees may apply and must be settled before redelivery.

4.3 Undeliverable Parcels

If a parcel is returned to ISA due to repeated delivery failures, refusal, or incomplete address information, the Client shall be responsible for:
• re-shipping costs
• any return courier fees charged to ISA

Refunds will not be granted for shipping costs in such scenarios.

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5. International Delivery

5.1 Estimated Delivery Window

For international Orders, estimated transit time is:
• 3–10 Business Days, excluding customs inspection delays

This timeframe serves as a general estimate and varies based on:
• destination country
• courier network
• customs clearance procedures
• geopolitical events
• weather disruptions
• regulatory requirements

ISA cannot guarantee specific delivery dates for international shipments.

5.2 Customs Duties, Taxes & Import Charges

International deliveries may incur:
• customs duties
• taxes
• brokerage fees
• inspection charges
• storage or handling fees

These charges:

✅ Are not included in the product price
✅ Are not included in the shipping fee
✅ Are solely the responsibility of the Client
✅ Are non-refundable under all circumstances

ISA shall not be held responsible for any delays, surcharges, or confiscation resulting from customs procedures or local regulations.

5.3 Refused or Abandoned Shipments (International)

If a Client refuses to pay customs duties or declines to accept delivery, resulting in a shipment being:
• returned to ISA
• abandoned
• destroyed by customs

the Client:
• forfeits their right to a refund, and
• remains liable for all return fees, duties, and penalties incurred.

No compensation shall be provided by ISA for abandoned or confiscated shipments.

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6. Address Accuracy & Client Obligations

6.1 Correct Shipping Information

It is the Client’s sole responsibility to ensure the accuracy and completeness of the shipping address provided at checkout.
This includes:
• full name
• building number and street name
• apartment details
• city and region
• valid phone number
• correct postal code (if applicable)

ISA shall not be liable for delays, lost shipments, or misdeliveries resulting from incorrect or incomplete address information submitted by the Client.

6.2 Changes to Address After Order Placement

Orders cannot be modified once processing begins.
If the Client requests a correction, ISA may attempt to update the courier, but results are not guaranteed.

All risks associated with address changes rest solely on the Client.

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7. Delivery Confirmation, Title Transfer & Risk of Loss

7.1 Delivery Confirmation

Once the courier marks the shipment as Delivered to the address provided:
• the Order is deemed fulfilled,
• ownership transfers to the Client, and
• ISA bears no further responsibility.

ISA is not liable for:
• stolen parcels after delivery
• parcels delivered to a building concierge, security, or family member
• deliveries made to the correct address but not received directly by the Client

7.2 Signature, Photo, or GPS Validation

Couriers may require:
• a signature,
• a delivery photo, or
• GPS scan validation

as proof of delivery. These are considered legally binding delivery confirmations.

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8. Delays & External Interference

ISA shall not be held liable for shipping delays caused by factors beyond reasonable control, including:
• courier network disruptions
• customs inspections
• weather conditions
• government restrictions
• strikes or labor shortages
• pandemics or health crises
• natural disasters
• political instability

Such delays do not warrant compensation, cancellation, or refund.

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9. Missing, Damaged, or Incorrect Items

9.1 Mandatory Inspection Period

Clients must inspect all parcels immediately upon receipt.
Any issue must be reported within:
• 48 hours of delivery for damage or missing items
• 7 days for defective items

Reports must include:
• order number
• detailed description
• clear photographic evidence
• images of packaging (external & internal)

9.2 Insufficient Evidence

If evidence is deemed insufficient or inconsistent, ISA reserves the right to:
• deny replacement,
• deny refunds, or
• escalate for further investigation.

9.3 Courier Investigation

In cases of missing parcels, ISA will initiate an investigation with the courier.
Please note:
• Investigations may take 7–20 Business Days.
• Resolutions depend entirely on the courier’s official findings.
• ISA cannot override courier decisions.

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10. Force Majeure in Delivery

ISA shall not be liable for any failure or delay in delivering Products where such delay or failure results from circumstances beyond ISA’s reasonable control.
This includes events such as:
• natural disasters
• war or armed conflict
• civil unrest
• acts of terrorism
• border closures
• supply chain collapses
• courier insolvency
• global pandemic disruptions

During force majeure events, delivery obligations are suspended.

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11. Delivery Fees & Calculations

Shipping fees are calculated at checkout based on:
• weight and dimensions of Products
• destination country or region
• courier partner rates
• regulatory surcharges
• fuel adjustments

ISA reserves the right to modify delivery fees at any time.

Delivery fees are non-refundable, except in cases of ISA’s verified error.

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12. Unclaimed or Returned Parcels

If a parcel is returned to ISA due to:
• inaccurate address
• repeated failed delivery attempts
• absence of the Client
• refusal to accept the parcel
• failure to pay customs fees (international orders)

then:
• the Client remains liable for shipping and return costs,
• ISA may charge additional handling fees,
• refunds (if applicable) will exclude all shipping-related costs.

ISA reserves the right to treat such Orders as abandoned.

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13. Shipping Restrictions

ISA does not ship to:
• OFAC-sanctioned countries
• jurisdictions with trade restrictions
• addresses designated as high-risk by courier partners

ISA may cancel any Order deemed non-compliant with international regulations.

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14. Client Acknowledgement

By completing a purchase, the Client acknowledges that:
• delivery timeframes are estimates, not guarantees,
• customs fees are the Client’s responsibility,
• ISA is not liable for courier delays,
• responsibilities transfer upon delivery confirmation.