How long will it take for me to get my order?
All orders that are in-stock are usually fulfilled within 2-3 business days from our Netherlands warehouse. Please note that occasionally our warehouse experiences periods of high order volume where it can take up to 4 business days to fulfill your order. This is rare, however, and we do everything we can to make sure your order is shipped as quickly as possible.
- DPD CLASSIC Service in continental Europe has an estimated delivery window of 2-6 business days.
- UPS Express Saver® to the United Kingdom, continental Europe, Africa, and the Middle East has an estimated delivery window of 2-4 business days.
Our warehouse is open during standard business hours Monday - Friday and is closed during national holidays. If the warehouse is closed, it’s possible your order may take an additional day to ship. Unfortunately, WANDRD cannot guarantee exact delivery times due to the unknowns involved with carrier conditions or cross-border shipping. Customs can delay, refuse to process, or impose duties to international shipments at their discretion. Shipments can also unfortunately be returned to us or lost in transit with no reasons indicated. Other possible reasons for delay that are out of our control are weather, labor strikes, and volume peaks. The best way to track your shipment is to use the tracking number sent to you automatically once your order ships!
What are import taxes and who pays them?
If you live outside of the European Union, you will most likely need to clear customs & pay import taxes. Import taxes are implemented by your local government to mostly (but not only) protect your local economy and regulate international trade.
Clearing customs and paying import taxes is the sole responsibility of the buyer/customer. WANDRD cannot be held responsible for customs procedures or if taxes of any kind are charged to you upon delivery of your purchase.
Please bear in mind that import taxes differ from shipping costs added to your order before you confirm your purchase. Import taxes and shipping costs do not go to WANDRD and are collected by the carrier on behalf of your local customs authorities.
How much import taxes will I have to pay?
This is something we can’t give an exact estimate on as the amount and basis for calculation differ from country to country. Some countries calculate taxes based on the value of the item purchased, while others calculate how much online shopping you’ve made in one given civil year. We do have a rough idea of how much is charged to customers from certain countries but we do not keep a database of exact amounts. As an example, if you live in countries such as Israel, Thailand, Indonesia, India, Pakistan, Morocco, or Egypt (the list is not exhaustive), you can expect to pay more than 100 USD in most cases. This is an estimation and is by no means the exact amount you will be charged. Other countries such as Canada, Russia, and Switzerland will charge lower rates of 20-50 USD in general according to what has been observed in the past 12 months.
What if I don't want to pay import taxes in addition to what I already paid for my order?
If you do not wish to pay these taxes, it is your choice and we understand. In this case, we can suggest ordering from one of our local retailers near you (Click here to check out our Store Locator) to bypass customs and import taxes.
If despite all the information above you still decide to place an order on our website, we consider that the order has been placed with full knowledge of these conditions. Failure to collect the package or return to sender can mean a restocking fee of 20% and shipping fees will not be refunded from the order.
If you have any questions at all or if any of this is unclear, please reach out to our Certified Gearologists at email@example.com for more information. We’re here to help!
Although it’s extremely rare, if your products are lost in transit we will do everything we can to make it right. We want to make sure you receive the gear you ordered! Please note that you have 15 days to reach out to us in this case. Once a package leaves our warehouse, we have full faith that the carrier will perform their delivery and are unable to keep track of the thousands of packages in shipment if anything goes wrong.
What is shipping insurance?
Order Protection is our shipping insurance that is a great add-on to your order! Once delivered, parcels can be stolen from your porch, delivered by mistake to somebody else or lost in transit by the carrier. If you’ve added shipping insurance to your order and one of these issues happens to your order, then they will take care of either placing a new order for you or fully refunding you of the purchase price.
If anything goes wrong, all you’ll need to do is reach out to Route or Order Protection and open a claim by using the contact information they sent you by email when you originally placed your order. Please note that once shipping insurance is placed on an order, any replacements and refunds will need to be processed through them and not through WANDRD.
How much will I pay for shipping insurance if I choose to add it?
The correct amount of your shipping insurance premium with Order Protection is automatically calculated according to the total value of your order & the destination address where it’ll be delivered. It’s usually only a few dollars, but very worth it if something goes wrong.
I'm not interested in shipping insurance. How do I remove it from my order?
Shipping Insurance is by no means a mandatory add-on to your order. You can opt out by simply toggling it off in « view your cart » or entirely removing it from your cart. Please note that WANDRD is not responsible for parcels stolen from your doorstep, lost or stolen in transit by the carrier. To make sure you’re covered against these incidents, consider adding the Shipping Insurance option to your order before placing it.
I placed an order and forgot to remove the shipping insurance option. How can I cancel this option?
Once an order is placed with Order Protection, it no longer is possible to remove it and have it refunded as a policy is subscribed with the insurer when you confirm your order. Even if it was accidental, you can have the peace of mind that your order is completely insured in the rare event of any accidents during delivery!
I placed an order without shipping insurance, but now I want to add it to make sure I'm covered for shipping incidents. How do I do that?
After an order is placed, it is no longer possible to add anything else to it. If it has not shipped out, it’ll need to be canceled. You can do this within one hour of purchase and be refunded. Afterwards, you can then place another order, but add shipping insurance to it.
If you have any questions at all or if any of this is unclear, please reach out to our Gearologists for more information: firstname.lastname@example.org
If you have any questions at all about the specifics around each shipping insurance, what it covers, and exactly how to file a claim if needed, feel free to reach out to either Route or Order Protection!
What if something is missing from my order?
Our team thoroughly checks all products before shipping, but a rare mistake can happen. We encourage you to quickly check that all of the items in your order arrived safely and reach out to our Certified Gearologists (email@example.com) if something is missing. We will happily send any missings items to you, but require notification within the first 30 days of purchase. After 30 days, we are unable to replace any missing items.