How do you ship packages?

The order process follows these steps:

1. Verification

   All orders are checked against an independent service for the risk of fraud before payment verification is completed.

2. Production

   Your gear is made to order once your order is verified. Production takes 3 to 5 business days. Public holidays and peak seasons such as Black Friday and Christmas can slow things down.

3. Shipping

   When your order is packed, it's shipped from overseas and handed to a local carrier for delivery. Shipping usually takes 6 to 12 business days from dispatch.

4. Delivery

   We deliver to residential and business addresses. We can't deliver to PO boxes or parcel lockers.

Carrier Delays

Once your parcel leaves our facility, transit times are in the hands of the carrier, and we can't be held responsible for delays on their end. If your parcel is extremely late, we'll step in and help with a replacement or store credit, as appropriate.

Eligibility

• Your parcel has had no carrier tracking updates for more than 5 days

Process

• Contact us at [email protected] or via our Help Center with your order details
• We'll contact the carrier to find out what is happening with your parcel and keep you updated

Held by Customs

Sometimes a parcel is held by customs in the destination country, and tracking may not update until it is released. This is rare, but when it happens we need to wait for customs clearance. A parcel held by customs is not treated as lost.

Lost Orders

If your order is lost in transit, we'll make it right at no cost to you. You can choose between a free replacement or 100% store credit.

Eligibility

• The carrier has confirmed the parcel as lost, or
• There have been no tracking scans for more than 10 consecutive business days (not counting time held by customs)

Process

• Contact us at [email protected] or via our Help Center with your order details, and let us know whether you'd prefer a replacement or store credit
• Once approved, we'll send your free replacement or issue your store credit

Replacement

• Dispatched at no extra cost to you

Store Credit

• Issued for 100% of the order value, including shipping
• Never expires
• Can be used toward any future purchase
• Cannot be refunded to your original payment method

Please note that cash refunds aren't available for orders lost in transit, unless we're unable to fulfill a replacement.

Marked as Delivered but Not Received

If tracking shows your parcel as delivered but you haven't received it, please contact us. We'll open an investigation with the carrier. If the parcel isn't found within 10 days, we'll treat it as a lost order and you can choose a free replacement or store credit.

Customs, Duties and Taxes

Any customs duties, import tariffs, brokerage fees, or local taxes charged once your parcel reaches your destination country are your responsibility. These are set by local authorities, so we can't control them or predict the amount.

Destroyed or Confiscated by Customs

If customs destroys or confiscates your parcel, we'll send you a replacement at no extra cost.

Refused, Returned or Abandoned Orders

If your order is refused, returned to sender, or abandoned because customs fees went unpaid:

• Personalized and custom orders are final sale and aren't eligible for a refund or store credit
• For all other orders, any shipping fees, return costs, or disposal charges we incur will be deducted from your refund or credit