Shipping policy
Shipping Policy
Last updated: April 14, 2026
1. General Information
This Shipping Policy applies to all orders placed through our website (the "Site"), operated by our company. Our business address is 5585 W PICO BLVD LOS ANGELES, CA 90019. All transactions are processed in Euro (EUR). We ship products worldwide, with a primary focus on European markets.
2. Processing Time
Orders are processed within 1 to 3 business days after payment confirmation. Business days exclude weekends and public holidays. You will receive a confirmation email once your order has been processed. During peak seasons or promotional events, processing may take up to 5 business days. We do not process or ship orders on weekends or major holidays.
3. Shipping Methods and Carriers
We work with reputable international carriers including DHL, UPS, FedEx, and national postal services (such as Deutsche Post, La Poste, Royal Mail, PostNL) depending on your location and the size of your order. At checkout, you will see available shipping options with estimated delivery times and costs. For European destinations, we prioritize carriers with strong customs clearance support to minimize delays.
4. Delivery Times by Region
Estimated delivery times are calculated from the date of dispatch, not from the order date.
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European Union countries: 3 to 8 business days
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Switzerland, Norway, United Kingdom: 5 to 10 business days
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United States and Canada: 7 to 12 business days
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Rest of world: 10 to 20 business days
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These estimates are not guaranteed. Actual delivery times may vary due to customs processing, local carrier performance, weather conditions, or other unforeseen circumstances. We do not offer refunds for delayed deliveries unless the package is officially declared lost.
5. Shipping Costs
Shipping costs are calculated at checkout based on the total weight of your order, destination country, and selected shipping method. We occasionally offer free standard shipping on orders above a certain threshold (for example, 100 EUR). The threshold will be clearly displayed on the Site. All shipping fees are non-refundable except in cases where we made an error or the product is defective.
6. Customs, Duties, and Taxes
For orders shipped outside the European Union, local customs authorities may charge import duties, taxes, or handling fees. These charges are the sole responsibility of the customer. We have no control over customs processes and cannot predict what fees may apply. Please check with your local customs office before placing an order. We declare the full value of the goods on customs forms as required by law. We do not mark items as gifts or lower the declared value. Failure to pay customs fees may result in the package being abandoned or returned to us, in which case original shipping fees will not be refunded and return shipping costs may be deducted from any refund.
7. Tracking Information
Once your order is shipped, you will receive a shipping confirmation email containing a tracking number and a link to the carrier's tracking page. It may take up to 24 hours for tracking information to appear. If you do not receive tracking information within 5 business days after order processing, please contact us using the contact form on our website.
8. Undeliverable Packages and Incorrect Addresses
Please ensure that your shipping address is complete and accurate at checkout. We are not responsible for delays or losses resulting from incorrect or incomplete addresses. If a package is returned to us due to an incorrect address provided by the customer, refusal to pay customs duties, or failure to pick up the package from a local depot, you will be responsible for the actual return shipping costs. We may offer to reship the order at your expense or refund the order minus original shipping fees and return shipping fees.
9. Lost or Stolen Packages
If your tracking information shows that your package was delivered but you have not received it, please check with neighbors or your local depot. We are not liable for packages stolen after delivery confirmation. For packages that are confirmed lost by the carrier (typically no tracking updates for 15 business days beyond the estimated delivery window), we will either send a replacement or issue a full refund, including shipping fees, after we complete a formal investigation with the carrier. The investigation may take up to 10 business days.
10. Shipping Restrictions
Some products may be restricted from shipping to certain countries due to local laws or carrier limitations. Currently, our products (beef tenderizers, scrapers, plating tools, patty presses, shaping molds) are generally allowed in most countries. However, we reserve the right to cancel any order if shipping to the destination would violate any law or carrier policy. We do not ship to P.O. boxes for courier deliveries. For remote areas, additional delivery time and fees may apply.
11. Order Changes and Cancellations
You may request to change or cancel your order within 1 hour after placing it, as long as it has not yet entered processing. Contact us immediately through our website contact form. Once the order is processed or shipped, changes and cancellations are not possible. In such cases, please refer to our Return Policy after receiving the product.
12. Contact Us for Shipping Questions
For any shipping-related inquiries, please use the contact form on our website and include your order number and question. We aim to respond within 1 to 2 business days.