Shipping Policy
This Shipping Policy applies to orders placed through caseilo.com. We provide worldwide shipping services for eligible products, subject to carrier availability, destination restrictions, customs requirements, and local delivery conditions. Please read this policy carefully before placing your order.
1. Shipping Coverage
We provide worldwide shipping, including the United States, Europe, and other international regions. Delivery availability may vary depending on the destination country or region, local laws, customs requirements, carrier service areas, and temporary logistics restrictions. If your address cannot be served by our available carriers, we may contact you to confirm an alternative solution or cancel and refund the affected order.
2. Order Processing Time
Orders are normally processed within 1–4 business days after payment is successfully confirmed. Business days are Monday through Friday, excluding weekends and public holidays. Processing time is separate from shipping transit time. During peak seasons, promotional periods, holidays, severe weather, inventory checks, or unexpected operational delays, order processing may take longer than usual.
3. Shipping Fees and Free Shipping Thresholds
Shipping fees are charged based on the delivery region and order subtotal. The applicable shipping fee will be shown at checkout before payment is completed.
- Germany: EUR €5.99 shipping fee. Free shipping is available for orders of EUR €99 or more.
- Europe: EUR €14.99 shipping fee. Free shipping is available for orders of EUR €149 or more.
- Rest of the World: EUR €19.99 shipping fee. Free shipping is not available unless specifically displayed at checkout.
Free shipping thresholds are calculated based on the order subtotal after discounts and before taxes, customs duties, import fees, or other additional charges, unless otherwise stated at checkout.
4. Estimated Shipping Time
Estimated shipping time begins after the order has been processed and handed over to the carrier. General estimated delivery times are as follows:
- Germany: Approximately 7–14 business days after dispatch.
- Europe: Approximately 8–18 business days after dispatch.
- Rest of the World: Approximately 10–25 business days after dispatch.
Delivery times are estimates only and are not guaranteed. Actual delivery may be affected by customs clearance, carrier delays, incorrect or incomplete addresses, remote-area delivery, local holidays, weather conditions, public emergencies, or other circumstances beyond our control.
5. Logistics Carriers and Delivery Partners
We work with third-party logistics carriers, courier networks, postal services, and local last-mile delivery partners to complete shipments. The specific carrier may vary depending on the destination, package size, product type, shipping route, warehouse arrangement, and carrier availability. We reserve the right to select the most suitable logistics provider for each order.
6. Tracking Information
After your order has been shipped, tracking information will be sent to the email address provided at checkout, if tracking is available. Tracking information may take 48–72 hours to update after the package has been handed over to the carrier. In some cases, tracking may not update immediately while the parcel is moving between facilities, passing through customs, or being transferred to a local delivery partner.
7. Delivery and Signature
Some orders may require a signature upon delivery depending on the carrier, destination, order value, local delivery rules, or package type. If a signature is required and no one is available to receive the package, the carrier may attempt redelivery, leave a delivery notice, hold the parcel at a local facility, or return the parcel according to its own policy. Customers are responsible for monitoring tracking updates and arranging timely pickup or redelivery when required.
8. Incorrect Address, Failed Delivery, and Unclaimed Packages
Please make sure your shipping address, phone number, and email address are accurate before placing an order. We are not responsible for delays, failed delivery, return shipping costs, or lost packages caused by incorrect, incomplete, or outdated shipping information provided by the customer. If a package is returned due to an incorrect address, failed delivery attempt, refusal, or failure to collect the package, additional shipping fees may apply before the order can be reshipped. If a refund is approved, original shipping fees and return-related costs may be deducted where permitted by law.
9. Damaged, Missing, or Problem Packages
Please inspect your package as soon as it is delivered. If your package arrives damaged, defective, missing items, or appears to have been opened during transit, please contact us within 48 hours after delivery. To help us review the issue, please provide your order number, tracking number, clear photos of the outer packaging, shipping label, damaged item or missing contents, and a brief description of the problem. If the carrier confirms loss, transit damage, or a delivery exception, we may offer a replacement, refund, or other reasonable solution after review.
10. Customs Duties, Import Taxes, and Contact Information
For orders delivered within Germany, domestic German orders are not subject to customs duties or import taxes. For orders shipped outside Germany, customs duties, import taxes, VAT, brokerage fees, clearance fees, or other local charges may be required by the destination country or region. These charges are the responsibility of the customer unless otherwise stated at checkout. We are not responsible for delays caused by customs inspections, customs documentation requests, unpaid import charges, or local customs procedures.
If you have questions about shipping, delivery, tracking, customs, or damaged packages, please contact us using the information below:
Email: [email protected]
Phone: +49 211 58642151
Address: Höherweg 270, 40231 Düsseldorf