Our mantra is to provide as many people as possible with access to our products. Consistent with this vision, we ship to most countries around the world. There are a few countries around the globe we unfortunately do not ship to, since either local government policies (e.g. embargos) or logistical challenges prevent us from securely, quickly and reliably sending our products.
How much do I pay for shipping? The cost for shipping your order depends on your location, the size of your order, and the service level you choose for shipping (Express, Standard). Our commitment to you is that we are 100% transparent with all international shipping cost, both in terms of shipping rates as well duties and taxes. There will be no hidden cost for you.
What shipping service levels do you offer? We offer both Express and Standard shipping on most international routes, and at checkout you can choose which one you prefer. For a few selected remote areas only Express or Standard shipping may be available, but that is the exception. Together with our international shipping partner we will find the lowest shipping rate for you so that you pay as little as possible in shipping fees for your order while ensuring your order will be delivered to you by a high-quality, reliable carrier.
How are shipping rates calculated on orders? Shipping rates are typically calculated based on the weight and dimensions of your order. They will also vary based on the service level you choose and your location.
How long will it take for my order to arrive? The delivery time varies depending on the route/destination. Generally speaking, it takes between 1-5 business days for Express shipments to arrive. And Standard shipments usually take between 7 to 12 business days. Note, these time ranges do not include any delivery delays due to customs clearance.
Why do I pay duties and taxes? Import duty is a tax collected on imports and some exports by a country's customs authorities. A good's value will usually dictate the import duty, and the duties also can vary by product category. Depending on the context, import duty may also be known as a customs duty, tariff, or import tariff. The duties are mandatory and must be paid, whether the fees are paid by the shipper or (as typically is the case) by the customer/recipient. There are other factors besides the good’s value that define the amount of duties to be paid, including trade agreements between countries as well as specific customs authorities. For example, some countries have minimum thresholds in terms of good’s values below which no duties apply (aka “deminimis” value).
In addition to duties, many governments levy a tax on imports. Like duties, import taxes are usually a percentage of the good’s value. Also, some countries charge multiple taxes on the same good imported. For example, Canadian provinces charge a variety of taxes - from a goods and services tax (GST), to a harmonized system tax (HST), to a retail sales tax (RST), and some provinces charge multiple of these taxes types for the same import.
How do I pay duties/taxes? You pay duties and taxes at checkout when you place your order. This way you not only see the total cost upfront before placing the order, but you also won’t have to pay again when the parcel is delivered to you.
How can I track my order? We provide you a tracking number and link when we your order is being fulfilled which typically happens within 24 hours after you place your order (for orders placed over the weekend or during holidays it may take a bit longer). You can track the status of your order through this tracking number and link where updates are posted as your parcel is in transit and delivered to you.
What if my order gets stuck in customs? First, we want to let you know that most shipments make it through customs without any delays. That said, from time to time customs authorities review a shipment and may ask for additional information before the customs authorities clear the shipment for final delivery. If we need additional information from you to get your shipment cleared by customs, we will reach out to you.