International shipments:

-All international orders ship via UPS.
-The countries we ship to and the shipping and handling charges (USD):
Canada: $69.00 (for orders up to $356.00) (orders up to $203.00 = $29.00)
Australia & Poland: $105.00 (for orders up to $116.00) $175.00 (for orders up to $390.00)
Other countries (see list of countries below): $95.00 (for orders up to $390.00)
Austria, Belgium, Denmark , France, Germany, Italy, Netherlands, New Zealand, Norway, Spain, Sweden, Switzerland, Thailand, UK.
These are the only countries we’re shipping to at this time. If we don’t ship to your country, you can choose a freight forwarder here in the US and use their address in the Ship To section of your order. You’ll be charged our standard domestic shipping rate when you order. Once your package reaches the freight forwarder, they will charge you their rate, then ship the package to you. If you choose to do this, please follow our instructions below under “Shipments to Freight Forwarders”.

For orders shipped outside the US only:

We want to help ensure you receive your order quickly and without any issues. We’re also hoping to avoid issues regarding packages being returned to us (usually because someone refuses to pay customs charges because they weren’t aware they’d be due, they don’t respond to the email from UPS requesting payment, or they go on vacation).

*If you follow these instructions, you could receive your package in 2 business days after it ships!

1. After ordering, you’ll receive an email requesting your acknowledgement and approval of our international shipping instructions and terms. Please follow the instructions so we can ship your order asap.
2. 1-2 business days later, look for an email that shows your tracking #.
3. The following business day, you’ll receive an email from UPS requesting payment of the customs charges online. If you don’t receive this email, go to ups.com > Enter your tracking # > Track. You’ll see a yellow message with a link to click to pay. (If this message doesn’t show yet, please wait a little longer. Canadian customers can also pay by calling 888-520-9090.) *Please pay the customs charges prior to receiving your package to help ensure you’ll receive it quickly & without issues.
4. Set up notifications on UPS.com so you’ll know when to expect your package and when it arrives.
5. After the customs charges are paid online, you should receive your package in 1-2 business days (this is not guaranteed since there are sometimes issues with customs clearance).

1. Customs charges: Import duties, taxes, and fees are not included in the item price or shipping cost. These charges are your responsibility. For information about these charges, please contact your local customs office prior to ordering or responding to this email.
2. Contact Information: The email address indicated on your order needs to be one that you check regularly. Your prompt response to emails from us, UPS, or your customs office is needed. This also applies to your phone number. Please let us know if you have a different phone number and/or email address that we should use other than the one you’ve provided on your order.
3. Returned Packages: It’s your responsibility to pay the customs charges for your order within the required time per your Customs office’s policy (you can contact them for this information). Failure to do so will result in your package being returned to us (and we’ll be charged for this return shipping cost). When we receive your returned package, you can request a refund for your order, but you won’t be refunded for shipping charges in either direction. Or, if you decide to have your order re-shipped, you’ll be responsible for the shipping charges in both directions (for returned shipment and re-shipment) prior to your order being re-shipped. Also, if the shipping company is unable to deliver your package to you for any reason (incorrect address provided, etc.) and returns it to us, the same 2 options as above will apply.

RESPONSIBILITIES:

1. To provide a secure place for the shipping carrier to deliver packages. If you aren’t sure if the package will be safe being dropped off at your address, please have your order shipped to a different address such as your workplace, a friend or family member’s address, or you can request that we ship your order with the signature required option.
2. To track the progress of your package’s delivery so you’ll know when it arrives.
3. If your package’s tracking doesn’t show it was delivered and you haven’t received it within 3 days of the carrier’s scheduled delivery date, please email us at customerservice@watersticks.com to let us know. This should be done within 5 days of the date your package was scheduled for delivery or within 10 days of the date your package shipped. We’ll contact the shipping carrier to start an investigation, then we’ll email you with the details and instructions. If your package is not located, we’ll ship you a replacement once the carrier completes the investigation. If you end up receiving both packages, please let us know so we can send you a return shipping label for one of them.
4. If your package’s tracking shows it was delivered, but you’re unable to locate it, please check with others in your household and/or neighbors to see if they might have it. If you still can’t find it, please email us at customerservice@watersticks.com within 24 hours (from the date the tracking shows it was delivered) to let us know. We’ll contact the shipping carrier to start an investigation. It’s also helpful if you contact your local carrier location or call the main 800#. USPS: 1-800-ASK-USPS and UPS: 888-742-5877. You can also try to speak to your delivery person the following day if possible. Sometimes the carrier’s vehicle contains a GPS tracking device, so when the driver drops the package off and scans the tracking number, the office can see what address the driver delivered to. If it was delivered to the wrong address, they’ll try to retrieve it and deliver it to you. Please contact us if you receive your package. If the carrier determines the package was delivered to your address, we will have the right to deny a replacement or refund.