Shipping Policy
By placing an order through our site, you agree to the terms below. These are provided to ensure both parties are aware of this arrangement and agree to mutually protect and set expectations regarding our service.
General
Subject to stock availability. We try to maintain accurate stock counts on our site, but occasionally there may be a discrepancy, and we may not be able to fulfill all your items at the time of purchase. In this case, we will supply the available products and contact you to see if you prefer to wait for the restocking of the out-of-stock item or if you prefer a refund.
Shipping Costs
For those needing faster delivery, we offer an express option with UPS. This service has an additional cost, calculated based on the product’s weight, package dimensions, and geographical zone. The exact rate will be displayed at checkout so you can choose the best option for your delivery.
Feel free to contact us with any questions about our shipping options!
Customs Duties and Import Taxes
All shipments may be subject to import charges (duties, customs tariffs, and VAT) set by the destination country or location. They are based on the country of origin/manufacturing of the purchased goods and the classification of those goods and are levied once your package reaches your location.
Our company does not collect duties and taxes at checkout and cannot predict what your particular charges may be; in the event you incur these additional charges, they must be paid for your package to clear customs.
For more information regarding customs policies, please contact your local customs office. We use the weight of your package and the product shipping restrictions to match your order with a carrier; we cannot request a specific carrier.
Shipping Times
The preparation of your order for shipment is generally done within 24 hours (with the exception of orders placed between Saturday and Sunday, which will be processed on the following Monday)
Delivery times via the standard shipping agency are as follows:
- Switzerland: 2-4 business days
- Europe: 5-7 business days
- Rest of the World: 7-16 business days
Delivery times via UPS shipping agency are as follows:
- Europe: 1-5
- Rest of the World: 1-5
Change of Delivery Address
For change of delivery address requests, we can change the address at any time before the order has been dispatched.
Delivery Time Exceeded
If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
Tracking Notifications
After dispatch, customers will receive a tracking link allowing them to follow the progress of their shipment based on the latest updates from the shipping provider.
Parcels Damaged in Transit
If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and contact our customer service. If the parcel has been delivered without you being present, please contact customer service for the next steps.
Cancellations
If you change your mind before you receive your order, we can accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
Insurance
Parcels are insured for loss and damage up to the value stated by the courier.
Process for Parcel Damaged in Transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
Process for Parcel Lost in Transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
Customer Service
For all customer service inquiries, please email us at contact@addisongeneva.com.
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