Shipping policy

SIM Demon is managed and maintained by SIM Demon Ltd ("we" and "us") is the operator of (www.simdemon.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfil all your items at the time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.

2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
Free UK mainland delivery is included on orders over £1000.00.

2.1. Turnkeys

Turnkey simulators are not included under our standard shipping services due to their size, complexity, and the need for careful handling. To ensure safe and successful delivery, all turnkey systems are delivered in person by a member of the SIM Demon team.

Because of this, delivery for turnkey orders is quoted separately, based on your location and installation requirements. 

3. Returns
3.1. Return Due To Change Of Mind
Please see our returns policy here.

3.2. Warranty Returns
Once SIM Demon have returned receipt of the item(s), SIM Demon will endeavour to process the claim within 14 days. Once a warranty claim is confirmed, SIM Demon will resolve the claim by:
a) repairing the item, where possible
b) replace the item like for like, subject to stock and continued availability
c) replace the item with a suitable substitute
d) offer a store credit for the value of the original purchase value
e) offer a refund to the original payment method for the value of the original purchase value.

Please visit here for full information on warranties.

4. Delivery Terms
4.1. Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days

4.2. Dispatch Time
Most orders in stock are usually dispatched the same day for next-day delivery within the UK if ordered by 12 noon GMT (Monday - Friday only, we do not offer Sunday delivery). We try our very best to stay to this schedule however sometimes events can be out of our control. As soon as your order ships we will send tracking information to the email on your order.

4.3. Change Of Delivery Address
For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.4. P.O. Box Shipping
SIM Demon will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.5. Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.

4.6. Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.

4.7. Delivery Time Exceeded
If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation. Our standard shipping via DPD is not available for Sunday delivery.

5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit
If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.

7. Duties & Taxes
7.1. Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website

8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.

9.1. Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2. Process for parcel lost in transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer service
If you would like to speak to a customer service representative then please email: sales@simdemon.com or call 0121 285 9591 during normal business hours, Mon - Fri 09.00am - 05.30pm and we’ll do all we can to help you with your return or issue.