HOW LONG DOES IT TAKE TO DELIVER MY ITEMS?
Your items are hand crafted and made to order by our talented production teams. Therefore, our items may take slightly longer to deliver than those purchased from a typical online retailer. Most customers think it is easily worth the wait as they absolutely LOVE their items!
On average it takes us 5-10 business days to prepare your items before we ship them to you. There may be some delays during busier times such as Christmas and the New Year (November-January). Otherwise, you can expect the following delivery times:
• USA: 10-20 Days
• UK / Canada / Australia: 14-21 Days
• Rest of The World: 30-45 Days
Due to international holidays, packages may be delayed by 5-7 days if you're ordering between the dates of February 3rd and February 14th.
HOW MUCH DO I PAY FOR SHIPPING AND HANDLING?
To provide maximum value, we love to provide our customers with FREE worldwide secured shipping and handling on ALL retail products in our store!
***Please note, this does not apply to special promotions when the product is free, and you are required to pay just the shipping and handling fees***
CAN I TRACK MY PARCEL?
An email with tracking information will be sent to you as soon as your item has been dispatched. As our products are custom made to order, you'll generally receive tracking information within 7-10 business days. If you have not received a tracking number after 14 business days of placing your order, please contact our customer service team who will be happy to assist you.
**Sorry, we don't provide tracking information for FREE plus shipping items - we'd love to be able to do that, but it's simply not cost effective for us***
WILL MY ITEMS BE SHIPPED TOGETHER IN A SINGLE PACKAGE / PARCEL?
If you have ordered multiple different items they will usually be shipped to you in separate packages, from separate locations and within a different time frame. This can result in you not receiving all your items at the same time / date. We want to reassure you that your other items will be with you soon, and thank you for your patience and understanding.
WHERE WILL MY ITEMS BE SHIPPED FROM?
We have warehouses in various countries including the USA and China. Depending on the item you have ordered, you will receive that item from the warehouse that can ship it to you the fastest.
WHAT SHIPPING METHODS DO YOU USE?
We rely on a network of trusted global shipping partners including (but not limited to) the following.
• DHL Express
• International Postal service
• International Priority Airmail
• Royal Mail
The shipping companies we use to deliver your goods will vary, and are subject to the services available at the time of shipping, as well as the destination country.
CAN YOU GUARANTEE DELIVERY OF MY ITEMS BY A SPECIFIC DATE?
Unfortunately not at the moment, although we hope to offer this service to customers in the future. If you need your items delivering in time for a specific date (or event) we recommend ordering your items well in advance.
DO YOU ACCEPT CASH ON DELIVERY (COD)?
As of now, Cash on Delivery (COD) payments are not available.
WILL I NEED TO PAY CUSTOMS DUTIES OR OTHER TAXES?
Potentially (but not usually). Every country's import rules are complex, different and can change frequently. As we ship to most countries worldwide, we are unable to know how much (if any) these fees are.
Although it is not our responsibility to pay for such fees, we know how frustrating this can be. So, in the rare event you receive any fees you are welcome to send us a photo of your customs receipt clearly showing the date and the item/s you purchased from us. We will refund you that amount (but no more).
Please note that we only extend this offer to customers buying from us the first time. So, if you've shopped with us before, you'll be responsible for paying any future duties.
For further information, we recommend contacting your local postal service to find information on your countries charges and duties. Please note that we will not falsify any custom's forms.
WHAT TO DO IF YOU ARE CHARGED DUTY OR CUSTOMS TAXES
(1) Please pay the requested amount, if you're able to.
(2) Take a well lit photo of the receipt clearly showing the amount, and that it has been paid in full.
3) Send the photo of your receipt and your order number to: email@example.com
(4) We’ll process your refund within 24-48 hours for the extra charge, and be sure to send a confirmation email to you.
I HAVEN'T RECEIVED MY ORDER, WHAT SHOULD I DO?
The vast majority of parcels we ship out are delivered successfully. On rare occasions however, parcels may get lost in transit.
• Customers Located in The USA kindly contact our customer service team for a refund on the cost of goods, no sooner than 30 days after the date you placed your order.
• Customers Located Outside of The USA kindly contact our customer service team for a refund on the cost of goods, no sooner than 45 days after the date your placed your order.
At Gear Gateway we want you to be 100% satisfied with every item you purchase from us. If for whatever reason you are not completely satisfied with any purchase, you can return it to us for an exchange or a full refund, minus the original shipping costs within 90 days of delivery.
What Other Information Do I Need To Know?
You'll need to contact us first before returning any item to us, or leaving us a negative review either in our store or social media channels. Your satisfaction is paramount, and we care about each and every customer.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Free plus shipping items are not refundable unless there is a fault with the item, we described it incorrectly or we mistakenly sent the wrong item to you.
To initiate a refund or replacement please submit your request via our contact page entering your name, email address, order number and as much relevant info as possible in the message box.
If your product was incorrect or damaged when received, please contact us immediately so we can resolve the issue. Our desire is for every purchase to be exactly as promised.
Refunds will be processed within 72 hours and will be delivered to your original payment method. The speed that your funds are available is dictated by your payment processor. In our experience, it usually takes from 3-7 working days.
Custom Printed Products Not Sold in Stores
Our products are custom printed. not sold in high street stores and not mass produced. Our talented production teams are waiting to hand-craft your items after you have placed your order.
A Generous 90-Day Money Back Guarantee
We like to go above any beyond by offering you a 90-Day money back guarantee. This means that if you are not happy with the goods 90 days after you have received them, you can contact us for a refund. For further information, please be sure to read our Return Policy.
FREE Worldwide Shipping and Handling on All Retail Products
Many of our competitors will charge you for shipping and handling. This can soon add up - especially if you are ordering more than one item. We like to provide our customers we FREE worldwide shipping and handling on all retail products in our store!
Customer Service That Cares
In our experience, the customer service provided by many companies is substandard. Gear Gateway respects their customers, and will go all out to resolve any issues on the rare occasions they happen.