Delivery & Orders For Physical Items
(Digital Items are sent straight to email)

Last updated: April 2023

Title

1. Delivery Information

2. How long until i recieve my product

3. How do i track my order

4. Are there any hidden customs fees or import taxes?

 

5. Extended Delays

6. Things You Need To Know

7. My Order Is Wrong

8. I think my address is wrong 

9. I want to cancel/change my order

1. delivery information

Lucky for you, we are currently offering free worldwide shipping on every order! Be sure to take advantage of this promotion before it's over we normally offer free shipping on all orders. We package & ship orders to nearly every country across the globe but transit time will vary from location to location. 

2. how long until i recieve my order

How long does an order take to arrive once shipped?

All orders are processed & shipped as soon as possible through many of our domestic and international warehouses, depending on the fastest shipping method available to your location. We typically take 1-3 business days for handling & processing your order. The typical delivery time frame is anywhere from 3-20 business days. Depending on your location, you might receive items much earlier. 

 

Please allow extra time during our busy season as postal delays are out of our control. Additional factors such as distance, customs, natural disasters may cause further postal delays. Tracking information, including the carriers, are provided with every order. Every order is ensured, if your package does not arrive you are eligible for a refund or replacement. Please reach out to kompassguides@gmail.com for additional assistance in this matter. 

3. will i receive a tracking number for my package?

Tracking numbers will be sent as soon as we are able to ship your order. Sometimes additional delays may arise that are beyond our control such as postal delays or customs inspections. Thank you for your patience and understanding.

 

4. are there any hidden customs fees or import taxes?

All prices on our webpage are displayed in USD with all taxes completely covered on our end. However, depending on your location and laws in your area, you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its destination, which are determined by your local customs office. Please seek additional guidance based on your location and the associated import laws. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

5. extended delays

In some instances, the delivery time may take longer than our policy states. If this is the case, please contact us as soon as possible and we will do everything we can to help you resolve any situation that we have control over.

6. thing you need to know

You'll receive a confirmation email once your order is placed, followed by a second email containing your tracking information once your order has been shipped from our warehouse.

 

In the unlikely event that you don't receive your order after the stated delivery timeframe, or your order is damaged when it arrives, please contact us as soon as you are aware and no longer than 7 days from the delivery date stated on your tracking.

7. my order is wrong 

I'M MISSING SOME ITEMS FROM MY ORDER

We’re sorry if something's missing from your order, but don't worry, it could be because we've only shipped part of your order, and the rest of your order will arrive a few days later.

 

CHECK IF YOUR ORDER WILL ARRIVE IN SEPARATE SHIPMENTS

You can check if your order will arrive in separate packages via your shipping confirmation email titled "Your order is on the way".

This can happen due to stock availability, meaning sometimes items have to be sent from different warehouses. If this does happen, you may receive another email titled “Some items in your order are on the way” containing further information, and the remaining item(s) will arrive shortly afterwards.

 

CHECKED YOUR ORDER IS CORRECT BUT STILL MISSING AN ITEM?

We're sorry about that!

 

The item(s) missing may have been out of stock. If we're unable to fulfil item(s) in your order, we'll have sent you an email about this - It’s worth checking your junk/spam folder too!

 

If you've checked the above and your order isn't arriving in separate packages, and we haven't let you know some of your order is out of stock, please let us know so we can look into this for you.

All claims for orders missing an item(s) must be made within 7 days of the delivery date.

 

I'VE RECEIVED A DIFFERENT ITEM TO WHAT I ORDERED

In the unlikely event you've receive a wrong item or the wrong order, or your order is damaged in any way, please contact us with the following information and we'll get it sorted;

 

Your order number

 

The name of the item you didn't receive

 

A photo and the name of the item you have received (if the wrong item)

 

All claims for orders received incorrectly due to receiving the wrong item must be made within 14 days of the delivery date.

8. i think my address is wrong

I THINK MY ADDRESS IS WRONG ON MY ORDER?

Input the incorrect address at checkout... Sadly, we can't change an address with the courier once the order is placed, however it may be possible to update your delivery preferences with the courier by contacting them directly.

 

If for any reason your order can't be delivered, the courier will return it to us and you’ll receive an automatic refund once the parcel has reached our warehouse. You can keep an eye on your tracking information for any updates.

 

If your order hasn't shipped yet, please wait until you receive your tracking email so you can provide the courier with the tracking number and they may be able to amend this for you.

 

If your order has shipped, please contact the courier directly ASAP as they may be able to help.

 

Important to know... If you input the incorrect address at checkout, and the order goes missing or is delivered to that location, we cannot be held accountable to refund or replace the order to your preferred location

9. i want to cancel/change my order

CAN I CANCEL OR MAKE A CHANGE TO MY ORDER?

Unfortunately, we’re unable to make any changes to your order once you've hit 'Place Order' at checkout, this includes:

 

Changing the item or size

 

Delivery/billing address

 

Adding/removing items to your order

 

Shipping method

 

However, there is a 15-minute window where you can cancel your order by locating the order either in your confirmation email, or in your account section, and hitting the 'Cancel Order' button.

 

Once this time has passed the order can't be cancelled, however you can start a return/exchange once delivered.