Shipping
Of course! When the package is on its way to you, you will automatically receive a notification email from our system with a tracking link and tracking number. By clicking on the link you will be taken to the tracking page where you can view the status of your shipment.
If you have ordered with DHL, you can also send your order to a packing station without any problems.
Please enter in the field street "Packstation an" and instead of the house number your Packstation number. In the field address addition please enter your postal number.
If the package is severely damaged, please refuse to accept it, so that this package will then be automatically returned to us.
If you have accepted the package anyway and the goods are damaged, please contact us via the support ticket system so that we can process your complaint there. Please also send us some photos in the ticket, this is very helpful for us and for the insurance claim with the logistics provider.
For shipping within Germany, we charge a flat rate per order 4.90 shipping costs. From a gross order value of € 39.00 we ship free of charge.
For orders within Europe and to the world, shipping costs are calculated exactly at the checkout.
We ship all our orders from Germany. For this reason, there are no customs duties or import taxes within the EU.
However, when shipping to countries outside the EU (eg Switzerland) may incur customs duties and import VAT. These costs are 100% to be borne by you. Even if you refuse to accept the package, the logistics companies will still collect this money from you or will be deducted by us in a refund from the credit.
We usually ship with DHL Paket or DHL Warenpost. To European or third countries we also ship optionally with Parcel One or DPD.
After receiving your order, we usually need 1 - 3 business days to process and finalize your order. After that, the order will be transferred to the logistics provider. Once you have received a shipment notification here, you should receive your order within 2 - 4 business days within Germany. You can check the status of your shipment at any time via the tracking link.
On special days of the year (e.g. Black Friday, World Dog Day, World Cat Day, Christmas, etc.), orders may be slightly delayed due to a higher shipping volume.
A shipment within Europe usually takes around 5 business days until delivery, for worldwide shipping between 5 - 7 business days.
If you still have not received your order after 14 days, please contact us via our support ticket system or by email to support @ tierkerze . de.