Shipping policy

Shipping

We write the number, not the word "fast". Everything below is what actually happens to your parcel, including the parts that are slower than we would like.

Where your order ships from

Our products are made and packed by our manufacturing partner and ship to you directly from their warehouse in China. There is no second warehouse in between, which is why the product costs what it costs and why it takes longer to arrive than something sitting in a fulfilment centre down the road. We would rather write that plainly than print a flag on the box.

Processing

Your order reaches the warehouse the same day or the next business day. It is picked, packed and handed to the carrier within 2 to 3 business days of your payment clearing. Orders placed on a weekend or a public holiday start on the next business day.

Delivery

Once the parcel is with the carrier, transit to the United States usually takes 10 to 20 business days. For most orders that means the parcel arrives about two to four weeks after you order. Deliveries to the United Kingdom, the European Union and the other countries we ship to fall in a similar range.

These are honest averages, not guarantees. Customs inspections, weather and the peak weeks around Black Friday and Christmas can add a week, and we will tell you if we know your parcel is caught in one of them.

If we cannot ship in time

If we cannot ship your order within 30 days of your payment, we will email you before that date, give you a revised date, and offer you the choice between waiting and cancelling for a full refund. You do not have to accept a new date. This follows the FTC's Mail Order Rule, and we apply it to every order, wherever you live.

Shipping cost

Shipping is calculated at checkout and shown in full before you pay, along with any free-shipping threshold that applies to your cart. Nothing is added after payment.

Where we ship

We ship to the United States and to the other countries offered in the shipping step at checkout, which currently include the United Kingdom and the countries of the European Union. If your country is not offered there, we cannot ship to it yet. Enter your address at checkout to see the rates and options that apply to you.

Import duties and taxes

The United States has suspended the $800 de minimis exemption, so a parcel entering the country can be assessed duty regardless of its value. The same applies in most other countries we ship to, each with its own threshold.

Where import duties and taxes are shown at checkout, we collect them there and nothing is due when the parcel arrives. Where they are not shown at checkout, the carrier may collect them before delivery, and they are the responsibility of the person receiving the parcel. Duties are set by the customs authority of the destination country, not by us, and they are not part of the product price. We do not mark parcels as gifts and we do not understate their value.

Tracking

You get an order confirmation immediately and a shipping confirmation with a tracking number as soon as the parcel leaves the warehouse. A new number can take two or three days to start showing movement, and there is often a quiet stretch in the middle while the parcel is in transit between countries. Neither means it is lost. If there is no movement at all for seven days, write to us and we will chase it.

Orders that arrive in more than one parcel

An order with several items can be split across more than one parcel, each with its own tracking number. You are never charged twice for that, and the parcels can arrive a few days apart.

A wrong address

Write to us within a few hours of ordering and we can usually still correct it. Once the parcel has left the warehouse the address is fixed. If a parcel is returned to the carrier as undeliverable, or is refused on arrival, we refund the price of the products once it is back with the carrier. The shipping you paid is not refunded in that case, because it was already used.

Marked delivered but not there

Give it 24 hours and check with neighbours and around the property first, because carriers regularly scan a parcel as delivered a day before it lands. If it still has not turned up, write to us with your order number and we will open a case with the carrier and sort it out with you. We will not leave you with it.

Damaged in transit

Send us a photo of the parcel and the item within 30 days of delivery and we will replace it or refund it, whichever you prefer. We do not ask you to send a damaged item back.

Questions

Write to ganserbusinessmanagement@gmail.com with your order number. We read email Monday to Friday and aim to answer within one business day.