Shipping policy

Shipping Policy

Effective Date: 2026-11-04

1. Introduction

This policy explains how we ship orders placed on thesimatelier.com. The Sim Atelier is an online store. We plan your room remotely and ship parts to your address. We do not install, and we do not offer site visits.

The Sim Atelier is owned and operated by FCT Holdings LLC

2. Shipping Destinations

  • United States: addresses in the contiguous United States. We do not ship to P.O. Boxes that cannot accept carrier deliveries.

  • Dominican Republic: available by written quote. Checkout does not ship to the Dominican Republic; we confirm freight, import duties and taxes in writing for each order before you pay.

3. Shipping Costs

  • Parcel items (launch monitors, mats, projectors, PCs, accessories): free standard shipping to the contiguous United States, shown at checkout.

  • Freight items and room packages (enclosures, impact screens, putting greens, complete rooms): freight is not charged at checkout. After you order, we email the freight price for your address. Nothing ships until you approve it. If you decline, we cancel the order and refund it in full.

  • Dominican Republic: orders are by written quote only, through our room planner or by email. International freight, import duties and local taxes are quoted in writing before you pay and are paid by the customer unless the quote says otherwise.

4. Order Handling and Delivery Time

Lead times depend on the brand and the item. When a product page shows a delivery estimate, that estimate applies. Otherwise we confirm the expected ship date by email after you order. Ship dates and transit times are estimates, not guaranteed arrival dates.

Business days are Monday through Friday, excluding holidays.

5. Delivery Methods

  • Parcel items: delivered to your door by parcel carrier.

  • Freight items: delivered curbside by appointment. You are responsible for unloading and moving items to the room. Assembly, mounting, electrical work and any building work are not included and are done by you or your contractor.

Shipment Tracking

You receive a tracking email once your order ships.

Shipping Insurance

We cover loss or damage that occurs in transit if you report it within 7 days of delivery at support@thesimatelier.com.

6. Delivery Issues

Delayed or lost packages: if your order has not arrived within the estimate we gave you, contact support@thesimatelier.com.

Marked as delivered but not received: check your shipping address, neighbors and building management first. If you still cannot locate the package, we help start a carrier trace.

Damaged or missing items: take clear photos of the packaging and product and contact us within 7 days of delivery with your order number. We review the claim and arrange a replacement or refund when appropriate.

7. Returns and Refunds

See our Refund Policy for eligibility, return shipping and refund timing.

8. Address Accuracy

Please make sure your shipping address is correct before you order. If a shipment is returned because of an address error, we contact you to arrange reshipment, and additional shipping fees may apply.

9. Contact Us

The Sim Atelier
FCT Holdings LLC

  • Email: support@thesimatelier.com

  • Address: 30 N Gould St STE R, Sheridan, WY 82801, United States

  • Service hours: Monday to Friday, 9:00 AM to 5:00 PM ET

10. Changes to This Policy

We may update this Shipping Policy from time to time. Changes take effect upon posting.