Shipping policy
UNPACKMEN – Shipping Policy Effective Date: 06.09.2024
UNPACKMEN ("we," "our," or "us") is committed to providing a reliable and seamless shipping experience for our customers. Please read this policy carefully before placing your order.
1. Shipping Rates
Shipping rates are calculated at checkout based on your location, order weight, and selected shipping method. For a full overview of our shipping rates and options, please visit our Shipping Information page on our website.
2. Order Processing
Orders are processed within the timeframe stated on our website. Processing times may vary during peak periods, promotions, or holidays. You will receive a confirmation email once your order has been dispatched.
Please note that orders are processed on business days only (Monday–Friday, excluding Swiss public holidays).
3. Shipping Times
We make every effort to process and ship orders promptly. Estimated delivery times vary depending on your location and selected shipping method. All delivery timeframes are estimates only and are not guaranteed.
For international orders, please note that customs clearance procedures may affect delivery times. We are not responsible for any customs delays, and we have no ability to influence or expedite customs processing.
4. Customs, Duties & Import Fees
For orders shipped outside of Switzerland, customs duties, import taxes, and handling fees may be applied by your country's customs authority. These charges are entirely the responsibility of the customer and are not included in our shipping rates. We are not responsible for any additional costs incurred during the import process. If you are unsure about the applicable fees in your country, we recommend checking with your local customs authority before placing your order.
5. Shipping Carriers
We partner primarily with Swiss Post to ensure the safe and reliable delivery of your orders. For certain destinations or order types, we may use alternative carriers. In all cases, we select carriers based on reliability and service quality.
6. Order Tracking
Once your order has been shipped, you will receive a tracking number via email. You can use this tracking number to monitor the status and progress of your shipment directly on the carrier's website. If you have not received your tracking information within the expected processing timeframe, please contact us.
7. Incorrect Shipping Information
It is your responsibility to provide accurate and complete shipping information at the time of placing your order. We are not responsible for delays, failed deliveries, or additional costs resulting from incorrect or incomplete address details provided by the customer. If you notice an error in your shipping information after placing an order, please contact us immediately. We will do our best to amend the details before dispatch, but we cannot guarantee changes can be made once an order is processed.
8. Lost or Damaged Shipments
In the rare event that your order is lost in transit or arrives damaged, please contact our customer support team within 7 days of the expected delivery date for lost shipments, or within 48 hours of delivery for damaged items. Please include:
- Your order number
- A description of the issue
- Photographic evidence in the case of damage
We will liaise with the carrier to investigate and work to resolve the issue as quickly as possible. Please note that claims submitted outside of these timeframes may not be eligible for resolution.
9. Undeliverable Packages
If a package is returned to us as undeliverable due to an incorrect address, failed delivery attempts, or refusal to pay customs fees, we reserve the right to charge re-shipping costs for redelivery. We are not obligated to issue a refund for the original shipping cost in such cases.
10. Contact Us
If you have any questions or concerns about your shipment or this policy, please contact our customer support team through the contact form on our website. We aim to respond within 3–5 business days.