Shipping policy

Shipping Policy

This Shipping Policy explains how Track&Finders processes, dispatches and delivers customer orders.

Track&Finders works with independent fulfilment partners, postal operators and third-party delivery carriers to deliver products to customers.

By placing an order, the customer agrees to this Shipping Policy together with the Track&Finders Terms of Service, Return and Refund Policy and Privacy Policy.

Nothing in this policy limits any delivery or consumer rights that cannot legally be excluded.

Track&Finders ships to the destinations made available during checkout.

Shipping availability may depend on:

  • Product type;
  • Customer location;
  • Carrier coverage;
  • Import restrictions;
  • Local regulations;
  • Fulfilment-partner availability.

If a destination cannot be served, the customer may be unable to complete checkout or the order may be cancelled and refunded.

Track&Finders may restrict shipping to locations affected by legal restrictions, carrier limitations, security concerns or unusually high delivery risks.

Orders are normally prepared for dispatch within 1 to 5 business days after payment has been successfully authorized.

Processing time is separate from delivery time.

Business days generally exclude weekends and public holidays observed by the relevant fulfilment centre.

Processing may take longer during:

  • Promotional campaigns;
  • Product launches;
  • Seasonal sales;
  • Public holidays;
  • Inventory checks;
  • Payment verification;
  • Address verification;
  • Periods of unusually high demand;
  • Events outside Track&Finders’ reasonable control.

Submitting an order does not guarantee immediate dispatch.

Customers will be notified if Track&Finders becomes aware of a material issue that prevents the order from being fulfilled within a reasonable period.

Before dispatching an order, Track&Finders or its payment providers may perform reasonable security checks.

These checks may include verification of:

  • Payment authorization;
  • Billing information;
  • Delivery address;
  • Customer identity;
  • Unusual transaction activity;
  • Suspected fraud or unauthorized payment.

Orders requiring additional verification may experience processing delays.

Track&Finders may contact the customer for additional information. Failure to provide sufficient verification may result in the order being delayed or cancelled.

If a paid order is cancelled, the applicable amount will be refunded to the original payment method.

Customers should contact support@trackandfinders.com as soon as possible to request an address change, order modification or cancellation.

Changes cannot be guaranteed after an order has entered fulfilment.

Once an order has been processed, packed, transferred to a fulfilment partner or dispatched, Track&Finders may be unable to:

  • Change the delivery address;
  • Change the selected product;
  • Add or remove products;
  • Cancel the shipment;
  • Redirect the parcel.

Submitting a request does not confirm that the order has been changed or cancelled. A change or cancellation is only confirmed when Track&Finders provides written confirmation.

Orders containing multiple products may be shipped in separate packages.

This may happen because:

  • Products are stored at different fulfilment locations;
  • Products become available at different times;
  • Different carriers are required;
  • Package-size or weight restrictions apply;
  • Separate shipment improves fulfilment efficiency.

Each parcel may have its own tracking number and delivery date.

A customer may receive part of an order before the remaining products. Separate packages do not normally result in additional shipping charges unless disclosed before purchase.

Delivery times displayed on the website, during checkout or in order communications are estimates unless expressly identified as guaranteed.

Estimated delivery times normally begin after the order has been dispatched, not when the order is submitted.

Delivery may be affected by:

  • Customs inspections;
  • Carrier capacity;
  • Local delivery disruptions;
  • Severe weather;
  • Public holidays;
  • Remote delivery locations;
  • Incorrect or incomplete address information;
  • Failed delivery attempts;
  • Transportation interruptions;
  • Import restrictions;
  • Security checks;
  • Events outside Track&Finders’ reasonable control.

Track&Finders cannot guarantee that every parcel will arrive within the estimated delivery window.

However, Track&Finders will comply with any mandatory delivery deadlines and remedies required by applicable law. EU consumer rules, for example, generally require delivery within 30 days unless the parties agreed to a different delivery period.

Customers should allow reasonable additional time when a shipment is delayed by customs, a carrier or another event outside normal operations.

A delay does not automatically mean that the parcel has been lost.

When Track&Finders becomes aware of a significant delay, it may:

  • Request an investigation from the carrier;
  • Provide updated tracking information;
  • Ask the customer to confirm the delivery address;
  • Request that the customer contact the local carrier;
  • Arrange another appropriate remedy where required.

Although carriers perform the physical transportation, Track&Finders will not use a carrier’s involvement to remove any responsibility that remains with Track&Finders under mandatory consumer law.

Tracking information will be provided when available.

Tracking details may be sent by email or made available through the order-tracking page.

After dispatch, tracking information may take several business days to appear or update in the carrier’s system.

A temporary lack of tracking updates does not necessarily mean that:

  • The parcel has not been dispatched;
  • The parcel is lost;
  • The tracking number is invalid;
  • The order has stopped moving.

International parcels may not receive a scan at every stage of transit.

Tracking updates are provided by third-party carriers and may occasionally be delayed, incomplete or inaccurate.

Tracking statuses may include:

  • Shipment information received;
  • Awaiting carrier collection;
  • In transit;
  • Arrived in destination country;
  • Customs processing;
  • Out for delivery;
  • Delivery attempted;
  • Available for collection;
  • Delivered;
  • Returned to sender.

A tracking status does not override any mandatory rights relating to actual delivery, loss, damage or non-delivery.

Customers are responsible for providing a complete and accurate delivery address during checkout.

The address should include all information necessary for delivery, including:

  • Recipient’s full name;
  • Street name and number;
  • Apartment, unit or building number;
  • City;
  • State, province or region where applicable;
  • Postal or ZIP code;
  • Country;
  • Valid telephone number where requested.

Track&Finders is not responsible for delays or failed delivery caused by inaccurate or incomplete information provided by the customer, except where Track&Finders contributed to the error.

Customers should review their order confirmation immediately and contact support@trackandfinders.com if a correction is needed.

Track&Finders cannot guarantee address changes after an order has been dispatched.

Customers may be required to contact the delivery carrier directly to request:

  • Parcel redirection;
  • Delivery rescheduling;
  • Collection-point delivery;
  • Holding the parcel for collection.

Carrier restrictions or additional charges may apply.

Track&Finders is not responsible for an unsuccessful redirection requested directly by the customer.

Carriers may make one or more delivery attempts depending on local procedures.

If delivery cannot be completed, the carrier may:

  • Attempt delivery again;
  • Leave delivery instructions;
  • Send the parcel to a collection point;
  • Hold the parcel at a local facility;
  • Return the parcel to the sender.

Customers are responsible for monitoring tracking information and following reasonable carrier instructions.

Failure to respond to a delivery notice or collect a parcel may result in the order being returned.

A parcel may be returned to Track&Finders or its fulfilment partner because of:

  • An incorrect or incomplete address;
  • Failed delivery attempts;
  • Failure to collect the parcel;
  • Refusal of delivery;
  • Unpaid customs charges;
  • Local import restrictions;
  • Carrier inability to contact the recipient.

Track&Finders will review the available tracking information after the returned parcel is received or confirmed.

Depending on the circumstances, Track&Finders may offer:

  • Reshipment;
  • Store credit;
  • A refund;
  • Another appropriate resolution.

Where permitted by law, actual return transportation, reshipment, customs or handling costs caused by customer-provided address errors, refusal or non-collection may be deducted from the refund or charged before reshipment.

If an order must be resent because the customer provided incorrect or incomplete delivery information, additional shipping charges may apply.

Before reshipping, Track&Finders may require the customer to:

  • Confirm the complete address;
  • Pay the applicable reshipping cost;
  • Confirm any required customs information;
  • Verify their identity or order details.

Track&Finders may decline to resend a parcel to an address associated with repeated delivery failures or suspected fraud.

A carrier’s “delivered” tracking status is evidence that delivery was recorded, but it does not automatically prevent the customer from reporting a legitimate non-delivery issue.

Before submitting a claim, customers should:

  • Confirm the delivery address;
  • Check all entrances and secure delivery locations;
  • Ask household members;
  • Ask neighbours;
  • Check with reception, concierge or building management;
  • Review any delivery photograph or carrier notice;
  • Contact the local delivery office or carrier.

If the parcel still cannot be located, the customer should contact support@trackandfinders.com promptly and provide:

  • Order number;
  • Complete delivery address;
  • Tracking number;
  • Confirmation that the suggested checks were completed;
  • Any relevant communication with the carrier.

Track&Finders may open an investigation with the fulfilment partner or carrier.

The outcome may depend on the delivery evidence, carrier investigation and applicable consumer law. Official EU guidance states that, unless the consumer independently selected and commissioned a carrier not offered by the seller, responsibility generally remains with the seller until the customer receives the goods.

A parcel is not considered lost solely because tracking has not recently updated.

Track&Finders may require the carrier’s normal investigation period to pass before confirming that a parcel has been lost.

If a shipment is confirmed as lost, Track&Finders may provide, depending on applicable law and product availability:

  • A replacement shipment;
  • Store credit;
  • A refund to the original payment method.

Track&Finders may request confirmation that the customer has not received the parcel before approving a remedy.

If tracking and delivery evidence indicate that a parcel was correctly delivered but it was later stolen, the customer should report the incident to:

  • The delivery carrier;
  • Building management, where applicable;
  • Local authorities, where appropriate.

Track&Finders will review each claim individually but cannot guarantee reimbursement for theft occurring after valid delivery and transfer of possession.

This limitation does not apply where evidence indicates that the parcel was not properly delivered or where applicable law provides another remedy.

Customers should inspect the parcel and products as soon as reasonably possible after delivery.

If a product arrives damaged, the customer should contact support@trackandfinders.com and provide clear photographs or videos showing:

  • The external packaging;
  • The internal packaging;
  • The shipping label;
  • The complete product;
  • The reported damage;
  • All components received.

Customers should retain the packaging and product while the claim is under review.

Track&Finders may provide a replacement, refund, store credit or another appropriate remedy after reviewing the evidence.

Where mandatory law applies, Track&Finders remains responsible for damage occurring before the customer receives the goods.

If the customer receives:

  • The wrong product;
  • The wrong variation;
  • An incomplete order;
  • A package missing components;
  • A quantity different from the order confirmation;

the customer should contact support@trackandfinders.com promptly.

Track&Finders may request photographs of:

  • The products received;
  • The parcel contents;
  • The shipping label;
  • The packaging;
  • Any product labels or identifying information.

Customers should not discard or return an incorrect product until Track&Finders provides instructions.

International orders may be subject to:

  • Customs duties;
  • Import taxes;
  • Value-added tax;
  • Brokerage charges;
  • Clearance fees;
  • Local processing charges;
  • Other fees imposed by government authorities or carriers.

Unless expressly stated as included during checkout, these charges are the customer’s responsibility.

Track&Finders does not control customs authorities and cannot guarantee:

  • Whether charges will apply;
  • The amount charged;
  • The duration of customs processing;
  • Whether additional documentation will be requested.

Customers should contact their local customs authority for information about potential import requirements.

Customers are responsible for providing accurate information requested for customs clearance.

This may include:

  • Full legal name;
  • Delivery address;
  • Telephone number;
  • Tax or identification information where legally required;
  • Proof of purchase;
  • Confirmation of the product’s intended use.

Failure to provide required information may result in delay, refusal of entry or return of the parcel.

Track&Finders will not request sensitive identification information unless reasonably necessary for delivery, customs clearance, fraud prevention or legal compliance.

Refusing delivery does not automatically cancel an order or guarantee a full refund.

If a parcel is refused and returned, Track&Finders may wait until the return is received or confirmed before processing any refund.

Where legally permitted, the refund may be reduced by actual:

  • Return shipping costs;
  • Customs charges;
  • Carrier fees;
  • Handling costs;
  • Non-refundable processing charges.

No deduction will be made where prohibited by applicable law or where the refusal resulted from an error by Track&Finders.

Where supported, a carrier may deliver an order to:

  • A parcel locker;
  • A postal facility;
  • A local collection point;
  • An authorized retail location.

Customers are responsible for collecting the parcel within the carrier’s stated period.

Failure to collect the parcel may result in its return and additional reshipping costs.

Customers may provide delivery instructions during checkout or directly to the carrier where available.

Track&Finders cannot guarantee that a carrier will follow every instruction.

Customers should not request delivery to an unsafe or publicly accessible location.

If the customer expressly authorizes delivery without a signature or to a designated safe location, responsibility after valid delivery will be determined according to the evidence and applicable law.

Track&Finders or the carrier may require a signature for certain orders based on:

  • Order value;
  • Product type;
  • Delivery destination;
  • Fraud risk;
  • Carrier policy.

Customers are responsible for ensuring that an authorized person is available to accept the parcel.

A signature may be electronic, handwritten or otherwise recorded by the carrier.

Applicable shipping charges are displayed during checkout before the order is submitted.

Shipping charges may depend on:

  • Destination;
  • Product quantity;
  • Package weight;
  • Shipping method;
  • Promotional eligibility;
  • Local carrier costs.

Track&Finders may offer free or discounted shipping as part of a promotion.

Unless required by law or caused by a Track&Finders error, original expedited, premium, insured or optional shipping charges may be non-refundable.

Track&Finders is not responsible for failing to meet an estimated delivery date because of an event outside its reasonable control, including:

  • Natural disasters;
  • Extreme weather;
  • Fire;
  • War;
  • Civil unrest;
  • Government action;
  • Public-health emergencies;
  • Labour disputes;
  • Customs disruption;
  • Transportation interruption;
  • Carrier network failure;
  • Power or telecommunications failure;
  • Supply-chain disruption.

Track&Finders will make reasonable efforts to minimize the effect of such events and provide any remedy required under applicable law.

Track&Finders may investigate claims involving suspected:

  • False non-delivery reports;
  • Altered tracking evidence;
  • Repeated claims involving the same address;
  • Package interception;
  • Address manipulation;
  • Unauthorized redirection;
  • Product substitution;
  • Other fraudulent activity.

Track&Finders may request reasonable identity, address or delivery verification before approving a replacement or refund.

This does not affect legitimate consumer claims or mandatory rights.

For questions regarding processing, tracking, delivery delays, address corrections, lost parcels, damaged shipments or customs matters, contact:

Email: support@trackandfinders.com

Customers should include their order number and tracking number, when available, so Track&Finders can review the request efficiently.