Shipping policy

Last updated: 29 May 2026

1. Scope

This policy explains how Surfroam delivers eSIMs, physical SIMs, and related service information. It should be read together with our Refund & Cancellation Policy.

2. eSIM delivery

eSIMs and related activation information are delivered electronically, normally within minutes of purchase, by email and/or through your Surfroam account or app. There is no physical shipping cost for eSIM delivery.

If you do not receive your eSIM email, check your spam or junk folder and make sure the email address used at checkout is correct. If you still cannot find it, contact support@surfroam.com.

3. Physical SIM shipping

We ship physical SIMs worldwide, subject to stock, courier availability, destination restrictions, and payment verification.

Shipping options, prices, and estimated delivery times are shown at checkout where available. Some remote destinations may require an additional courier surcharge; if so, we will contact you before dispatch.

We aim to dispatch physical SIM orders within 1 to 2 business days. Delivery times are estimates, not guarantees, and may be affected by couriers, customs, local postal services, public holidays, weather, strikes, security checks, or other events outside our control.

Where tracking is available, we will provide a tracking link or tracking number.

4. Delivery address

You are responsible for providing a complete and correct shipping address, phone number, and email address. We are not responsible for delivery failure caused by incorrect, incomplete, outdated, or inaccessible address details.

Once an order has been dispatched, the address usually cannot be changed. Courier redirection may not be possible and may carry an additional fee. PayPal-paid orders may not be eligible for address changes after payment.

5. Duties, taxes, and import charges

Taxes are shown at checkout where required. International orders may be subject to import duties, customs fees, local taxes, brokerage fees, or other charges on arrival. These charges are your responsibility unless stated otherwise at checkout.

If you refuse delivery or refuse to pay import charges and the parcel is returned to us, we may refund the product value after deducting return shipping, courier charges, and any non-recoverable costs. Original shipping costs are not refundable unless mandatory law requires otherwise.

6. Damaged, delayed, or lost parcels

If a parcel is visibly damaged, refuse it where possible and contact us as soon as possible at support@surfroam.com.

If a parcel is delayed, lost, or damaged in transit, we may need to wait for the carrier investigation before issuing a replacement or refund. Parcels are not separately insured unless an insured shipping option is selected or stated at checkout.

7. Canceling before dispatch

You may request cancellation before dispatch by contacting support@surfroam.com. After dispatch, returns and refunds are handled under our Refund & Cancellation Policy.