Shipping
We ship worldwide.
We ship orders once a week. Delivery time is specified from the day the order is sent. The delivery times are not guaranteed, but rather are estimations from the shipping companies as well as our experience from past orders.
Standard shipping is priority registered airmail with tracking. This usually takes less than a week within Europe, a week or two to the US, and often longer for other countries outside of Europe. Individual cables are generally shipped untracked.
Express shipping with FedEx takes 1–6 working days from shipment date and also includes tracking.
| Order | Standard | Express |
|---|---|---|
| Unleashed | Germany: 6€ International: 10€ | 25-45 € depending on location See the final amount at checkout |
| Cable orders | Germany: 2.50€ International: 7.50€ | 25-35 € depending on location See the final amount at checkout |
| Entagged | Germany: 6€ International: 20€ | From 35€ See the final amount at checkout |
If standard shipping does not appear as an option at checkout this means that we can only deliver to your country via express shipping (FedEx).
Duties and Taxes
Within the European Union, no duties or taxes will apply. Since July 2021, your country’s VAT rate will be applied during checkout, so the total might change slightly when you select your shipping country. VAT exemption is possible if you have a registered company with a VATIN number. You can input all the necessary data during checkout.
For international shipments outside the European Union, there may be duties or taxes when importing your order which you will be responsible for. We ship our Unleashed with proper customs declarations using the tariff code 85299065. This code has a 0% customs tariff in most countries, so orders are often exempt from customs fees, but you might have to pay import VAT. From feedback we have heard from our customers, orders of single devices are usually exempt, but for larger orders you can expect to pay possible import VAT.
Please note that we do not have any control over these fees and cannot estimate the amount as they vary from country to country. For more information, please contact your local customs office.
Returns
Items must be sent back to us within 30 days as of the day of delivery.
Please note that Unleasheds pre-ordered on Kickstarter and Indiegogo are not eligible for returns/refunds, as per our refund policy, explained on the campaign page and FAQs here.
To get in touch about returns, or if you are experiencing technical issues with your device, please use our contact form.Items should only be sent back only once your notice about the return is registered by our team. Please reach out to us through our contact form and we will send you the return instructions and documents. The same goes for exchanges, e.g. if you’ve ordered/received the wrong device.
It is very important that you include the return form as otherwise we will not be able to identify the package. If we are unable to identify the package, we cannot issue the refund or exchange.
To be eligible for a refund, products must be in the original condition and packaging and the return package must contain the return form. Please note that we do not cover return shipping costs. Because we are a small company, we cannot afford to offer free shipping and free return shipping at this time.
IMPORTANT NOTICE
For returns from outside of the EU it is critical that you declare the returns properly as per our instructions (sent via email). All returns must be labelled with the CN22 customs document we will send you (or the equivalent document your post office generates). Incorrectly labelled returns will land in customs and and cannot be retrieved by us. The package will be automatically returned to you after the holding period.
For this reason, please be absolutely sure that if your post office generates a return label it lists the Unleashed at a value of 0 or 1$. Your return is not a sale so this is the correct value.
To be on the safe side, you can take a photo of the package and double check with us before sending it off.
Refunds
All returns are tested to ensure that the device(s) are still in the original condition. Please allow up to 14 days for the refund. The purchasing price will be refunded via the original payment method. Shipping costs are generally non-refundable.
Credit cards
From past experience, it may take a few days until the refund shows up on your credit card statement. If you have received notice from us that we’ve processed your refund but it hasn’t showed up yet, please wait a few days before reaching out to us or your bank. ´
PayPal
PayPal refunds are usually immediate. If you have received notice from us that we’ve processed your refund but it hasn’t showed up yet, please send us an email and we’ll look into it immediately. Most likely it did not process properly.
Please always reach out to us directly first before you consider opening a PayPal case, just as PayPal also points out on their website. Resolving cases in PayPal is always slower and more complicated for both sides than simply writing emails, so we kindly ask that you abide by this request. We always get back to our emails faster than any other service. Thank you for your understanding and cooperation.