Shipping policy
Understanding Our Lead Times
The total time from placing your order to receiving it consists of two stages:
Total delivery time = Processing Time + Shipping Time
- Processing Time = manufacturing, quality inspection, and packaging (before the product leaves our facility).
- Shipping Time = transit from our facility in Poland to your delivery address (after the product has been dispatched to the carrier).
Most ALUGEAR products are made to order — CNC-machined, finished, and quality-inspected after your order is placed. This means Processing Time applies to the majority of orders.
Processing Time (Manufacturing)
| Customer type | Processing Time |
|---|---|
| B2C (Consumer / individual orders) | Up to 10 Working Days |
| B2B (Dealer / wholesale orders) | 15–25 Working Days |
Processing Time begins after Order Confirmation — or after payment is received, for bank wire transfers. Working Days are Monday through Friday, excluding Polish public holidays.
Processing Time may vary depending on current production volume and component availability. If a longer Processing Time is expected for a specific product, this will be stated on the product page or communicated to you by email after Order Confirmation.
Example: A B2C customer in Germany orders a chainring. Processing Time is up to 10 Working Days (approximately 2 weeks). After manufacturing, the product is dispatched and arrives within 2–7 business days. Total time from order to delivery: approximately 3–4 weeks.
Shipping Time (After Dispatch)
Once your order has been manufactured and dispatched, the following estimated shipping times apply:
| Destination | Estimated Shipping Time |
|---|---|
| European Union | 2–7 business days |
| United States | 2–4 business days |
| United Kingdom, Switzerland, Norway | 3–7 business days |
| Canada, Australia, Japan | 4–10 business days |
| Rest of the world | 5–14 business days |
These times are estimates and may vary depending on customs processing, local postal services, and events beyond our control.
Where We Ship
ALUGEAR ships worldwide from our facility in Poland. All products are designed and manufactured in Poland and dispatched directly to you.
Carrier
We ship primarily via FedEx International Service. Alternative carriers may be used at ALUGEAR's discretion for certain destinations.
Tracking Your Order
After dispatch, you will receive an email containing your tracking number and a carrier tracking link. You can use this to follow your parcel's journey.
Please note: tracking information is available only after the product has been dispatched (i.e., after the Processing Time is complete). During the Processing Time, your order status will show as "Processing" or "In production." ALUGEAR cannot guarantee the availability of real-time tracking information once the parcel enters the destination country's postal or last-mile delivery system.
Order Status Overview
| Status | What it means |
|---|---|
| Confirmed / Paid | Your order has been received and payment confirmed. Manufacturing will begin. |
| Processing / In production | Your product is being CNC-machined, finished, and quality-inspected. |
| Shipped / Dispatched | Your product has been packaged and handed over to the carrier. Tracking number provided. |
| Delivered | The carrier has confirmed delivery to your address. |
Risk of Loss
For Consumers (EU): The risk of loss or damage to the Goods passes to you at the moment of physical delivery — not at dispatch. This means if a parcel is lost or damaged in transit, it is ALUGEAR's responsibility to resolve the issue.
For Business Customers: Risk passes at the moment the Goods are handed over to the carrier.
Non-Delivery
If you have not received your order within 45 days of the shipping date (not the order date), please contact support@alugear.com. We will investigate with the carrier and, at your choice, reship the Goods or issue a full refund.
Delivery Delays
ALUGEAR shall not be liable for delivery delays caused by the carrier, customs authorities, force majeure, or events beyond its reasonable control. In such cases, we will make reasonable efforts to inform you and, where applicable, offer a revised delivery date.
Customs, Duties and Import Taxes
EU / EEA Customers
All prices in the Store include VAT. No additional customs duties or import taxes apply for deliveries within the European Union or European Economic Area. Your parcel will be delivered without any extra charges at the door.
Non-EU Customers (UK, USA, Switzerland, Canada, Australia, and all other third countries)
Important: If you are ordering from outside the European Union, you may be required to pay additional charges upon delivery. These charges are not included in the price at checkout and are your responsibility as the importer.
Goods are shipped DAP (Delivered at Place) under Incoterms® 2020. This means:
- ALUGEAR covers shipping to your destination;
-
You (the Customer) are the importer of record and are solely responsible for:
- Local import duties and customs tariffs;
- Import VAT, GST, or sales tax applicable in your country;
- Customs clearance and brokerage fees;
- Any handling fees charged by the carrier (e.g., FedEx advancement-of-duty fees, which typically range from €10–€25).
ALUGEAR has no control over these charges and cannot predict their exact amount. We recommend checking with your local customs authority before ordering if you are unsure about potential charges.
Refused Delivery / Return to Sender
If a parcel is returned to ALUGEAR because you refused delivery or did not pay customs charges, you will be refunded the product price minus:
- Any customs duties or carrier fees borne by ALUGEAR as a result of the return; and
- Actual return shipping costs.
Refusal to pay customs charges at delivery does not entitle the Customer to a free return.
Accurate Customs Declarations
ALUGEAR declares all shipments at their true commercial value. We are unable to mark parcels as "gift," undervalue shipments, or otherwise misrepresent customs documentation. Requests to do so will be declined.
Shipping Costs
Shipping costs are calculated at checkout based on your destination and the weight/size of your order. The exact shipping cost is displayed before you complete your purchase.
Difficulties at Checkout?
If you experience any problems during checkout (e.g., your country is not available, shipping options don't appear, or payment fails), please contact us at support@alugear.com before placing an order — we will help resolve the issue.
