❓ Why does my statement show a different merchant name?

A:
Payments are processed securely via Stripe, and the merchant name on your card statement may reflect our registered business entity. This is normal for international e-commerce transactions.

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❓ I didn’t receive my order yet. Why?

A:
Orders are shipped directly from Europe. Estimated delivery times are 7–14 business days.
Customs processing or local carrier delays may occasionally extend delivery times. Tracking details are provided once the order ships.

 

❓ Do you provide tracking information?

A:
Yes. All orders include shipment tracking. Tracking details are emailed once your order has been dispatched.

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❓ Why was additional verification required for my payment?

A:
For security reasons, some transactions may require additional verification depending on card issuer policies and order value. This helps protect customers from unauthorized transactions.

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❓ I want to cancel my order. Is that possible?

A:
Orders can be cancelled within 24 hours of purchase if they have not yet been processed for shipment.
Once shipped, cancellation is no longer possible, but returns may be requested according to our return policy.

❓ Are customs duties or taxes included?

A:
Customs duties or import taxes, if applicable, are determined by local authorities and are the responsibility of the customer.

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❓ Is this product safety-certified or professional equipment?

A:
No. Our products are designed for recreational outdoor use only and are not safety-certified or intended for professional or industrial applications.

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❓ What should I do if I have an issue with my order?

A:
Please contact our support team before contacting your card issuer.
Most issues can be resolved quickly through customer support without the need for a dispute.