Shipping policy
The short version. Shipping is free to every country we ship to. Import duties and local taxes are covered by us, so the number at checkout is the number you pay and nothing extra arrives at your door. Your order is dispatched within 5 days and most orders arrive 11 to 18 days after you order.
01. Shipping cost
Shipping is free worldwide. There is no delivery charge at checkout and no minimum order.
02. Duties and import charges
We cover import duties and local taxes on your order. Your parcel is sent on delivered duty paid terms, which means the charge is settled by us before the parcel reaches your country.
You should not be asked for money on delivery. If a carrier contacts you about a charge on a MagVolt parcel, do not pay it. Email us with the reference and a photograph of the notice and we will deal with the carrier and reimburse you if you have already paid.
03. How long it takes
Every unit is built to the options you chose, so there is no shelf to pick it off. This is the whole journey.
| Stage | Time |
|---|---|
| Building starts at the facility | Within 72 hours |
| Built, checked and packed | Within 2 days |
| Handed to the carrier | Within 5 days of your order |
| In transit to you | 6 to 13 days |
| Order to arrival | Usually 11 to 18 days |
You get an email with a tracking number the day your parcel is handed over. If your order is going to take longer than 5 days to dispatch, we tell you by email before that deadline passes rather than after.
We publish a range rather than a date because the last leg is run by carriers we do not control.
04. A note on delays
The times above are what we plan to, and most orders run inside them. Two things can push an order past them, and neither is fully within our control.
- Carrier and customs delays. Once a parcel leaves us it is handled by carriers and by the customs authority in your country. Either can hold a shipment, and a hold can last days without tracking updating.
- Machine downtime at the facility. Your unit is built to order. When a machine at the facility goes down, the build queue stops until it is running again, and every order in that queue moves back.
When either happens, your order takes longer than the ranges above. We email you when we know your order is going to run late rather than leaving you to work it out from tracking, and you can cancel for a full refund at any point before your unit ships.
05. Tracking
Your dispatch email carries a tracking number. International parcels often change carrier on arrival in your country, so the first tracking link can stop updating while the parcel is in transit and then resume under a local reference.
If tracking has not moved for more than 10 days, email us your order number and we will chase it.
06. Destinations we cannot reach
Some countries, states and cities restrict items of this kind, and the rules differ between neighbouring regions. Checking the rules that apply at your address is your responsibility and it has to happen before you order. We cannot advise you on your local law.
If we find we cannot ship legally to your address, we will tell you and refund the order in full. You will not be left out of pocket.
07. Changing your delivery address
While your order has not shipped, email us with your order number and the new address and we will change it.
Once a parcel is with a carrier we cannot redirect it reliably, so tell us as early as you can. Check the address on your confirmation email the day you order.
08. If it arrives damaged, or does not arrive
If your unit is damaged in transit, we replace it outright. Email us with photographs of the unit and of the packaging it arrived in, ideally before you throw the packaging away.
If your parcel has not turned up after 30 days, email us with your order number and we will either chase the carrier or send a replacement. The full detail is in our Return and Refund Policy.
09. Contacting us
Email hello@magvoltlab.com. A person reads every message and we aim to reply within two business days.