Shipping Policy
Order processing & fulfillment
Woojer Series 3 orders will be processed and shipped by the middle of February, and once shipped will take 3-5 business days to be delivered.
Shipping restrictions & import fees
PO box addresses
Orders to PO boxes may not always be available and can generally take longer than the estimated delivery time. In case our team cannot process your order to your PO box address, they will contact you requesting an alternate shipping address.
Please note that this process might delay order processing time.
APO & FPO addresses
We do not ship directly to APO & FPO addresses outside the United States. If you’re a member of the USAF serving overseas and want to order from us, you’ll have to order to a local address so one of our other warehouses can process your order properly.
Customs and importation fees
Due to different countries' customs policies, VAT will be charged at the time of checkout as required for orders to Europe per the EU Commission and to comply with e-commerce obligations. The VAT or Import tax is pre-calculated into the base price of items in the case of EU orders.
Orders to Canada, Hong Kong, Taiwan, and other regions outside of the US or EU (like Norway) will not have the VAT or import taxes charged during the order placement, and you may have to pay these fees once the order is received at your destination. This information is also reflected in the checkout of the order.
Sales Tax
Orders in the US will have sales tax attached during order processing and the tax is dependent on your state tax percentage and is outside of our control.
Address Information
Shipping address
The shipping address provided when placing your order will be automatically sent to our warehouse to ensure that your order is shipped as soon as possible.
If you’ve used any express checkout service, like Google Pay, Apple Pay, Amazon Pay, PayPal, etc., make sure to check the shipping address registered to the service, as the shipping address registered there will override the information you have provided during the checkout process.
IMPORTANT! You bear the responsibility for verifying that the shipping address registered for your order is correct, and you can check it on your order confirmation letter, received by email, once you have completed your order.
If you need to update/correct your shipping address, please submit a ticket through the following link as soon as possible. If by the time we receive your request, your order has already been shipped or delivered, we will not be able to adjust your shipping address.
Please note that adjusting your shipping address could cause an additional delay in the fulfillment of your order.
Billing address
The billing address provided must match your payment information, so the postal code of your credit card must match the postal code of your billing address, otherwise, you may have issues processing your purchase.
For your security, we cannot alter your billing address once an order has been placed, but if you were able to process the order and received your order confirmation letter, it means that there were no issues with your order placement.
Shipping delays
While we strive to ship all orders out on time, during high-season peaks or due to force of nature events, some delays might be experienced with the fulfillment of your order.
If your order does not ship within the estimated shipping time shown during checkout, please contact our Customer Support team by submitting a ticket through the following link.
Please make sure to include the email address that you’ve placed your order with, along with your order number. This way we can confirm your identity as the buyer in compliance with GDPR, locate your order within our system, and assist accordingly.
IMPORTANT! If you’ve used any express payment method, like Google Pay, Apple Pay, Amazon Pay, PayPal, etc., make sure to check the email registered to the relevant service, as it will be the one linked to your order.
Order Cancellation
If you need to cancel your order before it was shipped, please submit a ticket through the following link as soon as possible and make sure to select the “I need to cancel my order” option so our team can review the request and cancel the order.
If the request was received outside of our support team’s working hours, they may not be able to cancel the order before its fulfillment. In such a case, our team will make an effort to try and cancel the order but cannot guarantee the cancellation.
Important! In case your order was shipped despite the cancellation request, you are responsible for the safe return of the order to our warehouse. You may refuse the delivery once it is attempted and once the order is received back at our warehouse, our team will issue a refund.
If the order was successfully delivered and your order was received, per policy it must not be unboxed or unpackaged, and if you still wish to receive a full refund for the order, you will need to send it in the same condition that it was received. Unboxing the order will void the refund, and at our discretion, we may provide only a partial refund for the order.
Undelivered claims, lost or damaged orders
Undelivered or lost package claim
The courier, at their discretion, may choose to leave the package at the door or on your porch. We do not bear responsibility for packages that are damaged, lost, or stolen after the courier confirms delivery of the package.
We strongly recommend that you check the tracking link provided to you frequently to make sure someone is there to receive the package at the time of delivery. You will receive a tracking number and link for your package once it has left our warehouse.
If you still cannot locate your order, please reach out to our customer support team through the following link with your order information, after making sure to check the following:
Check whether any of your neighbors noticed an attempted delivery or received your order by accident.
In case you have a CC camera, please check whether there was a delivery attempt - and in case it was, whether any suspicious activity occurred around it.
If you’ve purchased the Shipping Protection offered during order placement, you’ll be eligible for a reshipment of the order with no questions asked.
If you did not purchase the Shipping Protection that was offered, our team will investigate the matter with our courier representatives on a case-by-case basis and will do their best to work towards a satisfactory solution.
Damaged product claim
If your order arrives damaged in any way, please submit a ticket to our team as soon as possible through the following link. Please include your order number, details of the damage, and a photo of the item's condition. Without providing these details, the claim process will be delayed.
Please also save all packaging materials and damaged goods, as they may be needed for the claim process.
We address damages on a case-by-case basis and will do our best to work towards a satisfactory solution.
GDPR - General Data Protection Regulation
Following GDPR, we can only provide you information about your order once we verify that you are the buyer, which can be done by reaching us and providing the email address used to place your order. Using this information will allow us to promptly identify your order within our system and assist you as soon as possible.
If you reach us through a different email for any reason, you must provide enough information to confirm your identity as the buyer (like the original email used to place the order or your full order information).
You can see our full Terms & Privacy policy in the following link.