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Shipping Times
We are very proud of the fact that we ship globally and reach almost any country in the world. To do so, we work with multiple suppliers, warehouses and shipping companies with a focus of providing speedy delivery to all corners of the earth. Delivery times vary depending on what products you order because that will determine which warehouse it will be picked, packed and shipped from.
Generally most of our shipments fall into 2 categories as far as the speed of delivery arrival:
The above are of course estimations and average numbers. Your package may reach you faster or take a little longer. The important thing to note here is that once a package leaves one of our warehouses we have no control over the speed at which it reaches you. Once entered into the global logistics network we are relying on the work of international and domestic carriers who work very hard to move parcels around the world.
Covid - 19 Corona Virus
The global situation with Covid -19 is causing delays with all shipments as each country is in some form of lock down. Although the situation differs in each region, there are certain changes to protocols that affect the global logistics network as whole such as:
The above changes to the way packages are moving around the world results in a much slower delivery turn around than was previously possible. Each delay compounds as the issues exist at each point in the journey.
Please know that we are doing what we can to get orders through the system as quickly as possible, and we certainly appreciate our customers patience during this time, while the world adjusts to the situation.
Order Dispatch & Tracking Links
Once we receive your order our warehouse staff will pick, pack and prepare the order for shipment. At that point a shipping label is issued and put onto the package, which results in a tracking number entering our system and an email from us being sent to you with the tracking link.
The carrier then collects the package from our warehouse and scans the label, at which point the tracking link starts to populate. This process can take up to 7 business days and is perfectly normal due to the work that goes into getting an order out of the warehouse and into the carrier's hands.
You can access the tracking link from your order record once logged into our website, or via the link our system would have emailed you.
Tracking Data
The tracking data is not real time like you would expect to see when monitoring your Uber on it's way to you. Not every point in the journey gets scanned into the system, and as a result there will be gaps of several days in the data you see. This is totally normal as far as tracking goes and you have nothing to worry about if you don't see new data logged for a few days.
Packages do rarely, but sometimes get lost or for whatever reason stop moving through the global logistics system. In the event that you see no new tracking information for a period of 20 days from the last entry then please contact us. In these situations we go back to the carrier for an explanation and if we are not satisfied by their response then we will re ship your order for you at our own cost. This is expensive for us, and we receive no compensation from anybody, however we do it because we care about about customers and want to ensure you receive your goods as quickly as possible.
Late Shipments
We do not offer refunds or any other form of compensation for late deliveries. The information above goes into great detail about how the system works and what customers should expect to see in terms of time frames and data associated with the package. We will of course do whatever we can to help in these cases and do re ship orders where appropriate as per the 20 day policy above.
With that said, we again emphasize that once the package leaves our warehouse it is in the hands of the carriers and have have little to no control over it's progress and ask that customers deploy some understanding into how the global logistics network works and be patient while their orders move through the system.
