We manufacture and distribute our products in Finland.
Orders are processed daily on week days between 8:00 am and 14H00. At around 14H00 the courier collects that days orders. It seldom occurs that we are out of stock, but should this occur, we usually make new stock the same day and then process the order the next morning. If for any reason we have a delay which is longer than one day, we will email you to advise you of the delay, and confirm which date we will be back to our regular routine. At this point, we will give you the option to cancel your order if that date is inconvenient for you.
On average, the packages arrive in the destination country within 2 days, and then the package passes through customs for clearance. If the order falls beneath the customs threshold amount in that specific country, then the items are released immediately, and continue on to the final delivery phase.
In the event that the order amount is over the customs threshold, the customs department instructs the courier to submit further paperwork. In this case, the customs may ask you for identity documentation or other appropriate documentation.
It is your responsibility to provide the appropriate documentation to the customs department within the appropriate amount of time so that the customs may release the delivery without delay.
It is important that you check your mailbox and your spam box during the delivery process, since this is where the courier or the customs department will send the notification (if required). In the event that you have not responded to the customs notice, we will try to contact you telephonically, so please ensure that the number you provide is monitored during the day.
In the event that you fail to comply with the customs requirements, or fail to pay any taxes due, the package will be returned to us by default. In this case, we will refund your purchase to the account which you used to make the purchase, but we will deduct the courier fees and any reimport fees which may be applicable.
Please note that we make use of a third party for deliveries. We can not accept responsibility for any delays which might occur after we have handed the package over to the courier.
In some countries, the courier company might charge a fee for presenting your documents to the customs office. It is very rare, but we have seen this in Israel and Serbia so far. This fee is not included in the delivery costs.
We do not pay your taxes, or other fees which may be applicable in order for your delivery to be concluded. The delivery fee includes the packaging materials, the transport to the customs department in your country, and the transport from the customs department to the delivery address.