Delivery information

THINGS YOU NEED TO KNOW

• You'll receive a confirmation email once your order is placed, followed by a second email containing your tracking information once your order has been shipped from our warehouse.
• Gift Card purchases don't count towards the free shipping threshold.
• In the unlikely event that you don't receive your order after the stated delivery timeframe, or your order is damaged when it arrives, please contact us as soon as you are aware and no longer than 7 days from the delivery date stated on your tracking.

WHY DOES MY ORDER ONLY CONTAIN SOME OF MY ITEMS?

In the first instance, please check your shipping confirmation email titled "Your order is on the way" to see if your order is being shipped in separate parcels.

Whilst we try to get your order to you in the most efficient and sustainable way possible, there's a possibility that your order may come in more than one shipment. One of the reasons for this is due to stock availability, sometimes items have to be sent from different warehouses.

This means your items won't necessarily be shipped at the same time and you may receive an email advising that 'Some items in your order are on the way'. If this happens please don't worry, the remainder of the items in your order will arrive shortly afterwards.

If your order has been split into more than one shipment, you'll see a 'Partially Fulfilled' status, meaning some items in your order will be delivered separately.

This is completely normal and there is no need to contact our support team if you see this status. However, if you do not receive the other part(s) of your order within 14 days, please feel free to get in touch with our wonderful support team who will be able to help.

MY ORDER HAS ARRIVED BUT IT'S WRONG

In the unlikely event you're missing an item, or have receive a wrong item/order, please contact us immediately with the following information and we'll sort that right away;

• Your order number
• The name of the item you didn't receive
• A photo and the name of the item you have received (if the wrong item)

Once we've received the above info, our Customer Support team will get this sorted for you asap!

ALL CLAIMS FOR ORDERS ARRIVING WITH MISSING/WRONG ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.

DO I NEED TO PAY CUSTOMS FEES AT SQUATPROOF?

You don't need to pay customs fees when shopping on EU stores.

For all other stores, you may face customs charges issued by your local customs authority. Please see below for further information.

WHAT IS CUSTOMS DUTY? 

Goods - such as the Squatproof products you buy - can't simply be shipped freely from country to country. When goods are imported into a different country or customs territory, there is a charge called 'Customs Duty' that is charged by the local customs authority where the goods are being imported into.

If Customs Duty is required by your territory, you'll be responsible for paying it to the authorities. Whether Customs Duty is payable, and by how much, depends on on your countries specific regulations.

If you do have to pay Customs Duty though, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.

AND IF I DON'T PAY THE CUSTOMS DUTY? 

If you decide to refuse the customs fee, we must confirm with the courier that your parcel will be returned back to Squatproof before processing a refund for your order and in some instances a shipping and handling fee may be deducted from your refund.

If you're still unsure on whether you'll be subject to customs fees, we recommend contacting your local customs office for more information before placing your order.

WHAT IS SALES TAX? 

Sales Tax, also known as VAT or GST, is a tax charged on the supply of goods or services. Squatproof is generally registered for Sales Tax in all of the countries it ships to, so we'll charge you the Sales Tax as part of the checkout process. We collect Sales Tax from you on behalf of the local tax authorities and we then pay this directly to the local tax authority.

CAN I MAKE A CHANGE TO MY ORDER?

Unfortunately, we’re unable to make any changes to your order once you've hit 'Place Order' at checkout, this includes:

• Changing the item or size
• Delivery/billing address
• Adding/removing items to your order
• Shipping method

The order can't be cancelled, however you can return/exchange the items once delivered.

I THINK MY ADDRESS IS WRONG ON MY ORDER?

Input the incorrect address at checkout... Sadly, we can't change an address with the courier once the order is placed, however it may be possible to update your delivery preferences with the courier by contacting them directly.

If for any reason your order can't be delivered, the courier will return it to us and you’ll receive an automatic refund once the parcel has reached our warehouse. You can keep an eye on your tracking information for any updates.

If your order hasn't shipped yet, please wait until you receive your tracking email so you can provide the courier with the tracking number and they may be able to amend this for you.

If your order has shipped, please contact the courier directly ASAP as they may be able to help.

Important to know... If you input the incorrect address at checkout, we can not be held accountable if the order goes missing, meaning we're not liable to refund/replace this order.

HOW DO I TRACK MY SQUATPROOF ORDER?

You'll receive an email once your order has shipped titled "Your Order is on the way", containing your tracking link.

No stress! Tracking numbers typically update with couriers every 24-48 hours, however, additional delays may occur while your order is in transit.

In the first instance, check your tracking to understand if your order has been held up by the courier due to issues such as an incorrect address or customs

If you've realized that you've entered an incorrect or incomplete address, please check above.

If your tracking hasn't updated in a few days, don't panic, your order should still be on the way to you. However, if your tracking hasn't updated in 7+ working days please get in touch with our Customer Support team who will be able to assist you.