FAQ?

Once your shipment has been handed over to us by the merchant or online shop, delivery is based on the service selected. The merchant or online shop usually indicates the delivery time on its website.

Please keep in mind that delivery times can vary depending on the product/service chosen and origin/destination relation; from 2-3 days for neighboring countries and up to 20 days for countries with long distances.

Please also keep in mind that – depending on the product/service chosen – the shipment will normally be handed over to the respective local postal company in your country for final delivery to you.

we’re open 24/7 ready to take your order and deliver your package where it is needed.

please contact our customer service and drop a quote of your shipment

We partner with 220 postal providers around the world, which deliver shipments on your behalf. 

Please keep in mind that usual delivery times can vary depending on the product /service and origin/destination relation, from 2-3 days for neighboring countries and up to 20 days for countries with long distances. The merchant or online shop usually indicates the expected delivery time on its website.

If your shipment exceeds the expected delivery time, your shipment unfortunately is delayed. We sincerely apologize for any inconvenience a delay may cause. Delivery delays can be caused by e.g. weather events, customs or strikes. In case your shipment has not arrived within 10 days after the expected delivery time, please contact your merchant or online shop. The merchant or online shop, as our contract partner, can start an investigation for lost items.

If you have not received your shipment, please contact either your merchant or customer service

When your shipment is delivered by the local post, you should go to your local post office within 7 days to submit a damage report.

Please send the damage report to us or the merchant. Your merchant or online shop will then claim the damaged or lost parcel with EXC.

Shipments must be custom cleared. Customs clearance processing times differ from country to country and cannot be influenced by EXC. For some countries, duties and taxes may be due. Customs may hold your shipment because they require more information and TAX and DUTIES FEE clearance In this case, we will contact you and you will also see be able to see it when you track your package

Duties and taxes are consumption taxes. Customs duties are levied on certain goods purchased abroad. Value added taxes (VAT) are usually levied in the country where the purchased goods are consumed. Duties and taxes differ per country. Depending on country, duties and taxes are settled before the custom service release your package to us after inspecting it. You can find more. information about customs on the website of your local customs authority.

You should see tracking events within 24  hours after you have received the confirmation by your merchant or online shop. The reason it takes time to see tracking events is because the first event is created once the shipment is handed to us, i.e. once the shipment has departed the fulfillment center of your merchant or online shop.

In general, the merchant or online shop is able to provide the tracking number or ID. If you have ordered a product from an online shop, the confirmation email or shipment notification often contains the tracking number or ID.

If not, please contact your merchant or online shop. 

Please note that not all shipments have tracking numbers/IDs.

A tracking number or ID is a combination of numbers and/or letters that uniquely identifies your shipment. The ID length may vary from 10 to 39 characters.

You can track your shipment using our website or one of our online portals. Usually we sends you a link to track your shipment alongside your tracking id via email.