On this page we provide information in relation to transport / shipping of our products and / or your order. If you cannot find the answer to your question on this page, then please let us know your question(s) by sending an e-mail to firstname.lastname@example.org.
WHAT IS THE SHIPPING PROCESS?
After receiving an order we send the picking order to the warehouse. Next the warehouse will plan the picking and packing of this order. Then the package is handed over to the transport company (the carrier). At this time we will receive a confirmation from the shipment carrier, sometimes with a track and trace number. Once we receive this confirmation we will inform our client that the order is on the way (including a tracking number if available). Important: this track/trace number is not in the tracking system right away, this can take a few days. When the track number is in the system the client can follow the traveling adventure of their order until it is delivered at their address.
DETAILS IN RELATION TO SHIPPING TIMES
It is very hard to tell our clients at exactly what date a packet will arrive. It depends on so many factors like date of transport, size of packet, available shipment carrier, customs, etc. Therefor we can only tell you the estimated duration.
* Estimated delivery time to US: 12-20 days
* Estimated delivery time to Australia: 14-20 days
* Estimated delivery time to Canada: 16-26 days
* Estimated delivery time to Europe and other countries: 2-4 weeks
We offer international shipping options too - no matter where you are, you can buy from us! We are looking into the possibility of offering faster transport options for a small extra fee. But we also do like to keep the shipping of your order totally free.
If you have any questions or concerns regarding your order please let us know via email@example.com or via the contact form and we'll get back to you within 24 hours.
I'VE RECEIVED A TRACK AND TRACE NUMBER BUT I DO NOT SEE?
It is possible that you receive a tracking number from our shop and if you try to enter it on a tracking site, you receive an error or a message stating the number is unknown. We send our clients a tracking number right after we receive this number from the shipping company. But it can take some time before this shipping number is entered into the global track-trace systems. It can take a few days before this trackingnumber is in the global database. If after, for example, 5 days the number can still not be tracked then please let us know.
I'VE RECEIVED CERTAIN ITEMS, BUT NOT ALL ITEMS FROM MY ORDER?
We ship our products from different warehouses around the world, and always do our best to ship your items from the closest warehouse to your location. However, this might mean that some items arrive on different dates than others, as they are shipped from different warehouses. We are constantly working on stocking up our warehouses with as many products as we can. Rest assured, you will get all your items.
THE TRACKING NUMBER FOR MY ORDER STOPPED UPDATING, WHAT HAPPENED?
If you're buying from outside of the U.S. (particularly in Canada), your country's customs department may decide to hold your items at the border temporarily, often without explanation! Note: Canada's customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country's customs department directly and ask that they release your items immediately.
Note: if for some reason your order is never released by customs, we'll send you a replacement!
WHAT IF I NEED TO RETURN SOMETHING?
No worries! Contact us right away and we'll help guide you through the process - we'll send you a prepaid mailer to send the item back.