- Shipping & Returns
Shipping & Returns
WHEN WILL MY ORDER SHIP? WHO SHIPS MY PARCEL?
HOW LONG WILL MY ORDER TAKE TO GET TO ME?
Please see our COVID-19 information page for updated status information regarding current shipping times/circumstances. COVID-19 Information (paulsmarteurope.com)
WHAT ABOUT CUSTOMS?
Please note that customs inspections and your country's Postal Service can delay a shipment and that this is beyond our control.
By placing your order, you accept the (rare) possibility of a delay by several weeks or total loss. Loss is rare but possible. Customer assumes all risk of loss.
HOW DO I KNOW MY ORDER HAS BEEN RECEIVED?
HAS MY ORDER SHIPPED?
WHERE IS MY TRACKING NUMBER?
When your order is received by us, you receive an e-mail confirmation to the EMAIL you entered when placing the order. You will also receive a notification when the item is shipped. Your email will show either that the parcel has been "Shipped from Germany" or "Shipped". In some cases we are having to ship parcels from Germany to the USA in a consolidated shipment. This is then called 'Shipped from Germany". We are then reshipping the parcel to your address from the USA (Arizona). Once it is in transit to you directly you will receive an email that states 'Shipped' as a status update. In cases where your country allows direct shipments, you will receive only a "Shipped' status email. By request through email to our email@example.com you may receive the tracking number for the consolidated shipment or the direct shipment to you. Because of how complicated the process has become the tracking numbers are not able to be sent automatically in most cases.
If you do not see your confirmation or status emails in your INBOX, please check your SPAM or TRASH folder. Some internet providers will identify any email addresses that are not part of your CONTACTS as spam or trash. If you have found then in these folders, it is very important that you add our email to your Contacts. Future emails from us should then arrive in your INBOX.
If emails from us are not in any folder, this means only one other thing: The email entered at time of checkout had a mistake. You can change this email by logging into your account on our site or contacting us.
Please note: Some countries do not participate in the electronic tracking system (EMS), and electronic (website) tracking may end at the border of your country.
When inquiring about tracking your parcel by contacting our customer service please remember, we can only see the same information as you when tracking your order! If you have questions regarding where your parcel is or what the delay may be (after tracking your order), you must go to your postal service or customs with your tracking number. We as the shipper can not contact them on your behalf. They will not help us.
HOW MUCH ARE SHIPPING COSTS?
Shipping charges are in USDollars. Weights below are calculated by considering the weight of box and packaging materials. For example: Product weight = 400g, Box = 100g. Total 500g=$14.20 shipping. All shipping charges include special packing (handling) and tracking charges.
Up to 400 Grams US$14.20
up to 800 Grams US$19.55
to 1700 Grams US$35.60
to 4 Kilo US$70.25
to 8 Kilo US$97.25
to 16.0 Kilo US$104.25
to 24 Kilo US$179.25
Customer has the option to purchase insurance (up to a maximum of US $3000) - select on end of shopping cart while completing your order.
If you purchase insurance and package does not arrive within the time frame set by the international postal regulations (12 weeks (three months)), an inquiry to the German Post will be made by us.
CAN I RETURN MY PRODUCT?
Because of the nature of the products we sell, shipments from Germany to all countries can not be returned! German customs will refuse the parcel back into the country and will return it to you!
If you are not sure, before you return anything, just write an e-mail to firstname.lastname@example.org.