Shipping Policy

Please read carefully our equipment's shipping policy.

While being packaged, all our products are submitted to a rigorous quality inspection in order to make sure everything is in proper conditions.

All our shipped orders are insured; however if something unfortunate happens, there are a few steps you must follow in order to help us make sure that the insurance can be activated.

When your package is being handed over to you by the courier company, there are multiple situations that can happen, so you must be prepared to properly deal with them:

 

Situation A: The package looks somehow damaged or perforated.

What should I do in this situation? You must refuse this order. It will be shipped back to us and once we receive it, a new one will be shipped to you.

Attention: If you accept a damaged package we will not be held accountable and the insurance will no longer be valid. It will be your own responsibility!

 

 

Situation B: The package looks good on the outside however, after signing the air waybill and in the presence of the courier, you must open the package and verify if the internal content is ok. If you notice that one or more pieces are damaged due to rough handling during transportation:

What should I do in this situation? Make sure that you or the courier write in the air waybill that there was damaged content inside due to rough handling during transportation. Keep the package until the claim is resolved. Next step, send to this link, good quality pictures of the damaged content, and the package (outside and internal "peanuts" and wrapped pieces) so that we can activate the insurance.

In case the carrier agent refuses to wait for the customer to unpackage the goods, the customer should state on the Air Way Bill “Package and contents yet to be inspected”.

Attention: IWe will reject complaints without good quality pictures, which clearly highlight the defect of the item.

 

 

Situation C: The package appears to have been somehow violated.

What should I do in this situation? If there is a customs stamp on the package, it means that it was opened for inspection, which can sometimes occur. If there is no stamp on the package, it may have been opened during transportation. In both cases, after signing the air waybill, and in the presence of the courier, you must open the package and verify if there are any pieces missing. If that's the case, accept the order but write in the air waybill "missing pieces due to package violation: piece x, piece y…". Send us good quality pictures of the violated package, of the internal peanuts, and of the items you have received inside the box. Insurance will be activated and the missing items shipped to you.

In case the carrier agent refuses to wait for the customer to unpackage the goods, the customer should state on the Air Way Bill “Package and contents yet to be inspected”.

Attention: If you do not verify the internal content in the presence of the courier and write down the problems on the air waybill, we will not be held responsible and the insurance will not be activated.