Shipping policy

  1. IMPORTANT: Will I be charged customs and import charges?

    All prices stated on our website excludes customs, taxes or VAT as well as any courier handling fees.

    Check out this website to get an idea of what estimated customs fees in your country might look like: https://www.simplyduty.com/import-calculator/

    Buyers are responsible for any Duty/VAT/GST charges for their own country, which may vary according to each country’s legal and taxation structure. In the event you choose not to receive the item, it will be destroyed by local customs and no refunds will be given.

    Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. We strongly suggest that you contact your local customs office for current charges before your order, so you are not surprised by charges you were not expecting.

  2. Can you mark the shipment as gift or declare a lower value for the item?
    We cannot falsify customs documents by marking orders as gifts or declare a lower value for the item. However, for pre-order items or crowdfunding campaign, the declared value will be based on the lowest preorder price for all items.

  3. How long will it take before my items are shipped out?

    We aim to dispatch your order within 24 business hours of verification, though this may vary depending on the current workload of our warehouse. USPS for orders within USA will be delivered between 5-10 business days depending on location and DHL International Express pledges worldwide delivery within 5 business days.

    However, holidays and/or other circumstances outside of our control might interfere and/or delay shipments. In areas where our carriers do not deliver, we reserve the right to use alternative carriers or refund the order.

  4. How can I track my shipment?
    Once the order is confirmed, you will first receive an order confirmation via email. Once the item has been shipped, another email with the tracking link will be sent, to allow you to track your package’s journey.

  5. What happens if my shipment is lost or stolen?

    All our shipments are shipped with tracking and insurance but not for full retail value. We reserve the right to cancel order instead of replacing the item. This will typically require a reasonable waiting period before considering a shipment as lost in transit, based on location and time of year. Filing for lost parcel can take some time and we would require a physical/digital proof that the claim has been lodge and states that customer did not receive the item. 

    Lost package claims may be investigated by carriers, and fraudulent claims may be prosecuted. 

    We cannot and do not take responsibility for packages which are stolen after being marked as delivered, or packages lost by couriers after attempting to make delivery, but were unable to gain access to your delivery location. Please be sure to consider this when providing your shipping address. 

    If you believe your order has been lost or stolen after delivery was made or attempted, please contact your local post office with your tracking number, and inquire with your friendly neighbours.