Shipping Information
We deliver our products from Germany to North America by a standard or premium shipping service (e.g. DHL, Fedex, UPS, USPS etc.).
The exact shipping prices are calculated in the shopping cart, as the prices depend mainly on the weight. To find out the final shipping costs, please put the article in the shopping cart and enter the destination address. The system calculates the exact price for you.
You will get a tracking code to track the shipment of your order.
PREMIUM SHIPPING
(06-11 business days in average, with shipment tracking)
STANDARD SHIPPING
(10-15 business days in average, with shipment tracking)
Due to postal mishandling, customs authorities or natural hindrances, delivery time may take longer than indicated above.
FREQUENTLY ASKED QUESTIONS REGARDING THE SHIPPING PROCESS
HOW HIGH ARE THE DELIVERY COSTS?
Just place your item in the shopping cart and you'll see the shipping charges.
MUST I PAY IMPORT DUTY?
It is very important to always cooperate with customs and government agencies to prevent seizure and possible return of your order. If you are contacted, it is important to always mention the parcel is for personal-use only to avoid any unnecessary taxes or fees. We’ve paid for all the necessary shipping costs to deliver shipments directly to your door. It is possible that you may be held responsible for extra taxes and duties. In such an event, we do not issue any refunds or credits for such costs. We do this because such costs are the result of a change likely in the customs declaration and there is no way for us to verify the authenticity of such charges.
For Canadian customers a customs duty may be charged. This is a fee that may be applied by the Canadian government for order over $25 CAD. This is the application of a local law and this duty is the responsibility of the recipient.
MY ORDER IS LATE OR LOST, WHAT CAN I DO?
In the rare case of your package is delayed or lost, please note that we will have to contact the carrier to start an investigation. It may takes up to 20 days to complete the investigation. Once we have the claim confirmation from the carrier, we will gladly issue you a refund.
WHERE IS MY TRACKING INFORMATION?
When your order is fulfilled and ready to ship, we will email you a tracking number. Please note: your tracking number may not work immediately as it may not be checked into the carrier’s facility yet.
I RECEIVED A DAMAGED PRODUCT, WHAT CAN I DO?
If you received a badly damaged package, its necessary report it to the delivery man and take pictures of the damage. Otherwise the delivery organizations will deny a compensation. Please also don't hesitate to contact us and report the damage. We will then take care of it as quickly as possible.
THERE NO UPDATE ON MY TRACKING INFORMATION. WHY?
If your tracking status has not been updated for over 2 weeks, please contact us immediately and we will offer you further assistance.