Your order, step by step
Understand processing, dispatch, tracking and the details to check before delivery.
Before placing your order
Confirm your delivery country and address at checkout. Review the product variant, any production information, the available shipping methods and the final order total. If you have an installation deadline, contact us before purchasing to discuss the whole schedule.
Shipping charges depend on the destination, order and method. Free standard shipping may be available where displayed at checkout. Do not assume a different delivery option or a promotional shipping message applies to every order.
Processing and dispatch
The current policy provides for processing within one business day except where otherwise stated, excluding holidays. Orders placed after noon, on weekends or holidays may begin processing on the next business day. Product-specific production information and custom-order arrangements should be confirmed separately.
Processing time is different from transit time. A tracking number may be issued before the carrier’s first scan; the first visible movement can take time to appear.
Follow your shipment
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Find your shipping confirmation
Look for the dispatch email and tracking link, where supplied. Check your spam folder if you have not received it.
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Review the carrier updates
Check the latest scan and any delivery instructions. A temporary gap between scans does not necessarily mean a shipment is lost.
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Ask us for help
Send the order number, the email used at checkout and a description of the issue. Let us know if the delivery address appears incorrect.
International deliveries
Customs clearance can affect timing. Taxes, duties, VAT and brokerage or handling fees vary by destination. Checkout shows charges collected at payment; if import charges are not collected, they may be payable before or at delivery unless otherwise stated.
Refer to the destination-specific information in our Shipping Policy for Canada, the United Kingdom and European Union orders. The policy contains the complete terms; this overview does not replace them.
When your order arrives
Check the packaging and item promptly. Keep packing materials until you have inspected the product and confirmed the correct variant and included components. Contact us immediately if the item is damaged, defective or incorrect.
For a delayed or missing delivery, send your order number and the latest tracking information. We can help you work with the carrier. Please contact us before arranging installation if the product or delivery condition needs review.
Need an order update?
Have your order number ready and tell us what the tracking currently shows.
Talk to our team →