Shipping policy

SHIPPING POLICY

Last updated: October 21, 2026

This Shipping Policy applies to purchases made through Distal New York, Inc. (“Distal”).

Please review this policy before placing an order. By placing an order, you acknowledge the applicable processing, preorder, fulfillment, and delivery terms described below.

PREORDERS

Certain Distal products, including Solace, may be offered for preorder before shipping begins.

Unless otherwise stated on the applicable product page, payment for preorders is collected in full at checkout.

Solace is currently expected to ship by the end of 2026, and no later than March 7, 2027.

The end-of-2026 date is our current expectation. If we cannot ship your order by March 7, 2027, we will tell you and offer a full refund. Carrier delivery times are separate and are not guaranteed.

Preorders will not ordinarily enter final fulfillment until production is complete.

Once production is complete, preorders will begin processing for shipment.

PREORDER PROCESSING

Preorders are generally expected to require approximately 1–5 business days of processing after production is complete before shipment.

Processing time is separate from carrier transit time.

The 1–5 business-day processing period is an estimate and is not guaranteed.

Processing may take longer because of circumstances including, but not limited to:

  • order volume;

  • production scheduling;

  • manufacturing delays;

  • component or material availability;

  • packaging availability;

  • assembly or finishing requirements;

  • inspection and quality control;

  • fulfillment capacity;

  • order verification;

  • carrier availability;

  • technical or operational disruptions; or

  • other circumstances affecting Distal or its manufacturing, fulfillment, or logistics partners.

Completed production does not mean that every preorder will ship on the same day.

Orders may enter fulfillment in batches, and individual orders may require different amounts of processing time.

Distal does not guarantee that orders will be shipped in the exact order in which they were originally placed.

SHIPPING DELAYS

All processing times, fulfillment periods, shipping estimates, and delivery estimates provided by Distal are estimates unless we expressly state in writing that a particular date is guaranteed.

Distal reserves the right, to the fullest extent permitted by law, to revise estimated processing, fulfillment, or shipping timelines when reasonably necessary. This does not change the March 7, 2027 date stated above.

Delays may result from circumstances including:

  • manufacturing or production delays;

  • supplier delays;

  • shortages or delays involving materials, components, accessories, or packaging;

  • product revisions or manufacturing adjustments;

  • quality-control requirements;

  • unexpected demand;

  • fulfillment constraints;

  • transportation or carrier disruptions;

  • labor interruptions;

  • severe weather;

  • natural disasters;

  • governmental actions or restrictions;

  • supply-chain disruptions;

  • infrastructure or technology failures; or

  • other circumstances outside Distal’s reasonable control.

Where appropriate, Distal may delay fulfillment rather than ship an incomplete, damaged, defective, improperly finished, or otherwise unacceptable product.

A delay does not automatically mean that an order has been cancelled.

If we determine that an order cannot be shipped within a previously communicated shipping timeframe, we will provide any notice, revised shipping information, opportunity to consent to a delay, cancellation option, or refund required by applicable law.

Nothing in this policy waives any right that cannot legally be waived.

COMPLETE ORDER FULFILLMENT

Solace may include multiple components, accessories, packaging elements, or other pieces produced or supplied separately.

Unless Distal determines otherwise, an order will generally ship once the components required to fulfill that order are ready.

Distal may, at its discretion, hold an order until all applicable components are available rather than shipping individual components separately.

Distal may also elect to divide an order into multiple shipments when operationally appropriate.

Additional shipping charges will not be imposed solely because Distal elects to divide an order into multiple shipments unless the customer separately requests an additional or expedited shipment.

IN-STOCK ORDERS

Products identified as available or in stock will generally begin processing after an order is successfully placed and payment is authorized.

Unless another timeframe is stated on the product page or during checkout, processing times remain estimates and may vary based on order volume and fulfillment conditions.

Orders placed on weekends, holidays, or other non-business days may begin processing on the next business day.

SHIPPING METHODS AND RATES

Available shipping methods and applicable shipping charges will be displayed at checkout when available.

Rates may vary based on:

  • destination;

  • shipment size and weight;

  • carrier;

  • delivery method; and

  • other applicable shipping factors.

Distal may select or change the carrier used to fulfill an order where reasonably necessary, provided that the selected service is reasonably appropriate for the order.

DELIVERY TIMES

Carrier transit times begin after an order has completed processing and has been physically transferred to the carrier.

Estimated processing time and estimated delivery time are separate.

Any carrier transit or delivery estimate is an estimate and is not a guaranteed delivery date unless expressly identified as guaranteed.

Once a shipment has been transferred to a carrier, delivery may be affected by circumstances outside Distal’s control.

These may include carrier delays, weather, holidays, transportation disruptions, service interruptions, regional conditions, or other logistical circumstances.

Distal is not responsible for delays caused solely by circumstances outside its reasonable control, except to the extent otherwise required by law.

SHIPPING CONFIRMATION AND TRACKING

When tracking is available, a shipping confirmation containing tracking information will generally be sent to the email address associated with the order.

Tracking information may not update immediately after a shipping label is created or after a package enters the carrier network.

The creation of a shipping label does not necessarily mean the carrier has taken physical possession of the shipment.

SHIPPING ADDRESSES

Customers are responsible for providing complete and accurate shipping information.

Please review your address carefully before completing checkout.

If you discover an error after placing an order, contact:

house@distalnewyork.com

We will make reasonable efforts to update the address before fulfillment, but address changes cannot be guaranteed once processing or shipment has begun.

Distal is not responsible for losses, delays, failed deliveries, or additional expenses caused by inaccurate or incomplete information supplied by the customer, except where otherwise required by law.

If an order is returned to Distal because of:

  • an incorrect or incomplete address;

  • refusal by the recipient;

  • failure to accept delivery;

  • repeated unsuccessful delivery attempts; or

  • another circumstance attributable to the recipient,

the customer may be responsible for reasonable costs associated with reshipping the order.

LOST SHIPMENTS

If tracking indicates that an order may have been lost while in transit, contact us at:

house@distalnewyork.com

We may require reasonable time to investigate the shipment with the applicable carrier before issuing a replacement or other resolution.

The appropriate resolution will depend on the circumstances of the shipment and applicable law.

PACKAGES MARKED DELIVERED

If carrier tracking shows that a package was delivered but you cannot locate it, please first check:

  • the delivery location;

  • mailroom or reception area;

  • surrounding entrances;

  • household members;

  • building staff; and

  • neighbors where appropriate.

You may then contact us at house@distalnewyork.com.

We will provide reasonable assistance with any available carrier investigation.

Distal reserves the right to review the circumstances of claims involving packages recorded as successfully delivered before providing a replacement, refund, or other resolution.

DAMAGED SHIPMENTS

If your order arrives visibly damaged, defective, or materially compromised during shipment, contact us promptly at:

house@distalnewyork.com

Please include your order number and, where reasonably possible, photographs of:

  • the product;

  • the shipping package;

  • the shipping label; and

  • the relevant damage.

We may request that packaging or damaged goods be retained while the matter is reviewed.

Depending on the circumstances, Distal may provide a replacement, refund, repair, or other appropriate remedy.

INTERNATIONAL SHIPPING

Distal will ship only to destinations made available during checkout.

Where international shipping is available, customers may be responsible for duties, import taxes, customs charges, brokerage fees, or similar charges imposed by the destination jurisdiction unless otherwise stated.

Such charges are generally outside Distal’s control and are not included in the product price unless expressly stated.

Customers are responsible for determining whether products ordered from Distal may legally be imported into and possessed in their destination jurisdiction.

FORCE MAJEURE AND EVENTS OUTSIDE OUR CONTROL

To the fullest extent permitted by applicable law, Distal will not be considered in breach of an estimated processing, fulfillment, or delivery timeframe because of delays caused by events reasonably outside its control.

Such events may include severe weather, natural disasters, fires, floods, epidemics, pandemics, war, civil disturbance, government action, transportation interruptions, labor disputes, carrier disruptions, supplier failures, manufacturing interruptions, shortages, infrastructure failures, or other comparable events.

Distal may reasonably extend affected fulfillment timelines while such circumstances continue.

Any customer notice, consent, cancellation, or refund rights required by applicable law remain unaffected.

RETURNS, CANCELLATIONS, AND REFUNDS

Returns and refunds are governed separately by Distal’s Return Policy.

Preorder cancellations, shipping-delay cancellations, and refunds are also subject to applicable law.

Where applicable law requires Distal to offer cancellation or a refund because an order cannot be shipped within a communicated timeframe, Distal will provide the required option.

CHANGES TO THIS POLICY

Distal may update this Shipping Policy from time to time.

Changes will apply prospectively to the extent required by applicable law.

The shipping and preorder terms communicated to you in connection with a specific order, together with any subsequent notices concerning that order, will govern that order where applicable.

CONTACT

For questions regarding an order, preorder, shipment, or delivery:

Distal New York, Inc.
house@distalnewyork.com

© 2026 Distal New York, Inc. All rights reserved.