Due to COVID-19 plus a higher volume of orders during the holidays, please allow for extra time in processing and shipping your order. We promise, we are working tirelessly to make sure you get the best damn gear as quickly as possible!
Please note that once your package has left our warehouse there is a chance of carrier delays. As always don't hesitate to reach out if you have any questions.
All orders that are in-stock will be shipped within 2 business days from one of our three warehouses which are located in the U.S., the Netherlands, and Hong Kong. Please note that occasionally our warehouses experience periods of high order volume and it can take up to 4 business days to ship your order. This is rare, however, and we do everything we can to make sure your order is shipped as quickly as possible.
Although rare, if your products are lost in transit we will send new ones to you. We will do everything we can to make it right. We want to make sure you receive the gear you ordered!
What are import taxes and who pays them?
If you live outside of the USA, Hong Kong, or one of the 27 members of the European Union + you will most likely need to clear customs & pay import taxes.
All orders to the UK are now subject to customs clearance, payment of duties & local VAT. Please refer to the HMRC for more information.
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 do not go to WANDRD and are usually collected by the carrier on behalf of your local customs authorities.
How much import taxes will I have to pay?
This is something we do not know as the amount and basis for calculation differ from country to country. Some countries calculate taxes on the value of the item purchased, others calculate on 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, 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 (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’ll 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.
Will I get my items all at once or in separate shipments?
We currently are not offering to split orders. If one of the items you have ordered is out of stock, the entire order will remain pending until all items can ship together. If you’d like to have some in stock items before others currently unavailable, please consider placing two different orders so you can have your products that are available first.
What is Route Shipping Insurance?
Route is a 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 Route to your order and one of these issues happen to your order/parcel, then Route shipping insurance will take care of either placing a new order for you or fully refunding you of the purchase price.
All you’ll need to do in a case like this, is reach out to Route and open a claim by using the contact information they sent you by email when you originally placed your order.
How is the amount I pay for Route calculated?
The correct amount of your shipping insurance premium with Route is automatically calculated by the system according to the total value of your order & the destination address where it’ll be delivered.
I’m not interested in Route, how do I remove it from my order?
Route 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, 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 Route option to your order before placing it.
I placed an order and forgot to remove the Route option, how can I cancel this option?
Once an order is placed with Route, 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.
I placed an order without Route but now I want to add it to make sure I’m covered for shipping incidents, how do I do that?
Once 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 cancelled if the warehouse is still able to do it and refunded. You’ll then need to place an entire new order and choose the Route option this time
If you have any questions at all or if any of this is unclear, please reach out to our Gearologists for more information: support@wandrd.
Although rare, if your products are lost in transit we will send new ones to you. We will do everything we can to make it right. We want to make sure you receive the gear you ordered! You have 15 days to reach out to us in this case.
All customers are responsible to pay any import or customs charges for their exact locations.