Oxygen-AT is proud to offer global shipping for our products. We want customers around the world – with a focus on the UK and EU – to enjoy our offerings. This Shipping Policy explains how we handle order processing, shipping times, costs, and other important details related to delivery. Because we operate on a dropshipping model (with products often shipping directly from our suppliers), there are some special considerations outlined below, such as potentially longer delivery times or split shipments. We aim to be transparent so you know what to expect when you order from us.
Please note that by placing an order, you agree to the shipping terms and timelines as described here. We will, of course, do our best to meet or beat these estimates and to keep you informed along the way.
Order Processing Time: Once you place your order and payment is confirmed, we typically take about 1–5 business days to process your order. Processing includes order verification, quality checks, and packaging. Since we coordinate with third-party suppliers (e.g., AliExpress partners), processing also involves transmitting your order details to the supplier and awaiting shipment confirmation from them.
We strive to process orders as quickly as possible. Many orders, especially those placed on weekdays, are processed within 1-3 days. However, we advertise 1-5 business days in case of any stock issues or busy periods.
“Business days” means Monday through Friday, excluding public holidays. If you order on a weekend or holiday, the processing window starts on the next business day.
If there is any significant delay in processing your order (e.g., an item is temporarily out of stock), we will notify you via email. You will have the option to wait for restock, substitute the item, or receive a refund if a delay is unacceptable.
You will receive an email confirmation when your order has been processed and handed over for shipment. This email will include tracking information if available (see Tracking section below).
Origin of Shipments: Many of our products ship directly from our overseas suppliers (for example, from China). We also have some items stocked in or fulfilled via local warehouses in the UK, EU, or US when available, to expedite delivery. The product page or checkout info may indicate the expected shipping origin if applicable. We calculate the shipping times based on the most common origin.
Estimated Delivery Times: Delivery times vary by destination. Below are general estimates:
United Kingdom: Estimated 7–15 working days after dispatch. Many items arrive around the 10-day mark, but please allow up to 2 weeks. If an item ships from a UK or EU warehouse, it may arrive faster (5–7 days). If shipping from our Asian suppliers, expect closer to the 10–15 day range.
European Union (EU) countries: Estimated 10–20 working days after dispatch. This can vary by country; for example, orders to Germany, France, or Netherlands often arrive within 10–15 days, whereas more remote areas or countries in Southern/Eastern Europe might be toward the upper end of the range.
United States & Canada: Estimated 10–20 working days. Urban areas in the US may see items in ~10 days; Canada or rural areas might take a bit longer.
Australia & New Zealand: Estimated 12–25 working days. Distance and customs can cause variability; many orders arrive in about 2–3 weeks.
Rest of World: Estimated 15–30 working days. We do ship worldwide, but please understand that some locations (South America, Africa, Middle East, South Asia) can experience longer transit times (occasionally up to 4-6 weeks) due to distance and local customs processes.
These timeframes are estimates, not guarantees. Actual delivery can be faster or slower depending on many factors (customs clearance, local postal efficiency, public holidays, etc.). If your order hasn’t arrived within the estimated time, please be patient a few extra days – often packages that are “late” by a few days still arrive. If it’s significantly overdue (more than a week past the estimate), contact us and we will investigate with the carrier.
Multiple Packages: Since we work with multiple suppliers, if you order different products, they might ship from different locations. Therefore, your items could arrive in separate packages and on different dates. We will provide tracking for each package. This means one item might reach you earlier than another. Rest assured, just because one item arrives first doesn’t mean others are lost – they are likely en route from a different warehouse. We will communicate clearly on your dispatch email which items are in which parcel.
Shipping Methods: We use reliable carriers such as local postal services and well-known logistics partners. Depending on the destination and supplier, your order may be delivered by:
In the UK: Royal Mail, Hermes/Evri, Yodel, DHL, or other courier services. Final-mile delivery for small packets is often by Royal Mail.
In the EU: Typically the national postal service of your country (e.g., La Poste, Deutsche Post/DHL, Correos, PostNL, etc.), or couriers like DPD or GLS.
In the US: USPS for many packages (if handed to postal service), or sometimes UPS/FedEx for certain shipments.
Elsewhere: Local national postal services or reputable couriers.
Many of our overseas shipments use services like AliExpress Standard Shipping which partners with local postal networks to deliver. This service is quite reliable and usually provides tracking that works on both the origin country’s postal site and the destination country’s postal tracking once it arrives there.
Customs Clearance: If the item is shipping internationally, it will go through your country’s customs. We include all necessary paperwork (like customs declarations) with each package to facilitate smooth clearance. Customs processing times can vary; occasionally, a package might be held for inspection which can add a few days. We have no control over this and ask for your understanding should such delays occur.
We aim to ensure delivery within 30 days of order placement at the latest, in line with UK consumer law (which sets a default maximum of 30 days unless a longer period is agreed) . In our case, because we ship globally, some deliveries might naturally take slightly longer, but by placing an order you agree that the shipping times above constitute the agreed delivery timeframe. If an order hasn’t been delivered within 30 days and no alternative timeframe was agreed, you have the right to cancel for a full refund . We will always work with you if a package is excessively delayed.
Shipping Charges: Shipping is [free / flat rate / calculated at checkout] – (Choose the applicable option and adjust this section accordingly.)
If we offer Free Shipping: We provide free standard shipping on all orders (or on orders above a certain amount). This will be indicated at checkout. Free shipping typically uses the standard delivery estimates mentioned above.
If we use Flat-Rate Shipping: For example, we might charge a flat £X for UK shipping, £Y for international shipping. The flat fee will be shown at checkout, regardless of order size or weight, so you won’t get surprises.
If shipping is Calculated: Our system will calculate shipping costs based on your location and the weight of the items. You will see the total shipping cost at checkout before confirming payment. We work to keep these costs reasonable and close to our actual shipping expense.
(The policy should reflect the actual practice. If the user offers free shipping to certain regions or has thresholds, include that. Example: “Free UK shipping on orders over £50, otherwise £3.99 flat.” For this answer, I’ll assume perhaps free or a simple approach since not specified.)
There are no hidden handling fees. What you see at checkout as shipping is what you pay. The product prices and shipping fees include any routine handling and packaging costs on our end.
Upgraded Shipping: At this time, we primarily offer standard international shipping as described. Expedited shipping options (e.g., DHL Express) are not generally offered through our standard checkout, because many of our suppliers are overseas and express options can be very expensive or logistically complex. If you have a special need for rush delivery, please contact us before ordering to see if an arrangement can be made (additional fees would apply for express services). In most cases, we advise ordering well in advance if you need an item by a specific date, to account for the standard shipping times.
Tracking Availability: We provide tracking numbers for the majority of orders. Once your order is shipped, you will receive an email with the tracking number and a link or instructions on how to track the package. You can usually click the tracking link to see the status, or copy the number and enter it on the carrier’s website.
Please note that when items ship from overseas, the tracking might show limited info until the package reaches the destination country. For example, you might see updates like “Departure from outward office of exchange” and then no update for a while until “Item arrived in destination country.” This transit period is normal. Once the parcel is with your local carrier, you should see more frequent updates.
If you have multiple packages, you will receive separate tracking numbers for each. We’ll identify which item is in which tracking if possible.
In some cases (very low-value items or certain small shipments), the supplier might send via untracked postal service to keep costs low. This is rare, and we try to avoid it. If it happens, we will inform you that a particular item has no detailed tracking. Rest assured, even untracked air mail usually arrives within the stated timeframe, but if it doesn’t, we will take responsibility.
How to Track: We recommend using services like 17track.net or your national postal service’s tracking page for international packages – these often aggregate tracking data from origin to destination. For example, a Royal Mail tracking number can be tracked on Royal Mail’s site; an AliExpress Standard Shipping number can often be tracked on 17track or sometimes on local Post once in country.
Delivery Confirmation: We may require a signature on delivery for higher-value orders. This ensures the package is handed to you securely. If you are not home, the courier/postal service might leave a notice or attempt re-delivery. Please follow up with them to arrange pickup or redelivery. If an item is shown as delivered but you did not receive it, let us know immediately so we can investigate (occasionally a parcel might be left with a neighbor or in a safe place).
UK & EU Orders: If you are ordering from within the UK or EU, in most cases any VAT/sales tax is included in the price you pay on our website. Post-Brexit, UK customers do not pay EU VAT, but UK VAT should be included if applicable (we will indicate if prices include VAT or if we are not VAT-registered). For EU customers, as a non-EU seller, we will try to handle VAT via the IOSS (Import One-Stop Shop) for low-value orders (under EUR 150) so that you shouldn’t see extra charges on delivery. If your order is above that threshold or if IOSS was not used, the package might be subject to import VAT and possibly duties on arrival in your country. We will do our best to minimize this, but these charges (if applied) are the buyer’s responsibility. We have no control over individual countries’ customs fees. We recommend checking your country’s import rules if you’re ordering expensive items from abroad.
For UK customers, since we are a UK business, if items are shipped from outside the UK and we haven’t collected VAT, you might be charged VAT by UK customs. However, we either stock some items in the UK or ensure compliance to reduce this hassle. We will always inform you at checkout if any item is shipping from overseas with potential charges.
International Orders (outside UK/EU): Orders shipped to countries outside of our business’s base may be subject to import taxes, customs duties, and fees levied by the destination country. The charges (if any) usually must be paid by the recipient. Policies vary widely by country: for example, the U.S. currently has a de minimis threshold of $800 (meaning no import fees under that), whereas countries like Canada or Australia may charge GST/import fees on lower values. We include necessary customs documentation with declared values to facilitate smooth import. If applicable, the carrier or your country’s customs may contact you for payment of any fees before releasing the package.
We know dealing with customs can be an inconvenience, and we try to mitigate it. If you are unsure about possible import fees, please contact your local customs office for information. We cannot mark orders as “gift” or falsify values, as that is illegal.
Delays at Customs: Occasionally, international shipments can face delays due to customs clearance processes. While most packages clear within a day or two, some can take longer if random inspections occur. Please factor this possibility in if ordering for time-sensitive events. We are not responsible for such delays, but we will help by providing any needed paperwork or information to authorities if required.
Accurate Address: Please ensure that you provide a complete and correct shipping address at checkout. Include apartment, suite, or unit numbers if applicable, and a valid postcode/ZIP code. An incomplete or incorrect address can lead to delivery failures or returns.
If we notice an address seems incomplete or invalid, we may reach out to you via email to confirm the details, which could delay shipment, so it’s best to double-check before finalizing your order.
Change of Address: If you need to change the shipping address after placing an order, contact us immediately at [email protected]. If the order has not yet shipped, we will do our best to update it. However, once an item is dispatched, we cannot reroute it. In such cases, you might have to coordinate with the carrier at the original address or wait for the package to be returned to us (if undeliverable) and then we can resend to the correct address (additional shipping charges may apply for re-dispatch).
Delayed or Lost Packages: While we expect deliveries to be made within the timeframes given, occasionally packages can be delayed or even lost in transit.
If your tracking information hasn’t updated for an unusually long time (e.g., no movement for 2 weeks) or it’s been more than a week past the estimated delivery window, please contact us. We will open an inquiry with the carrier and keep you informed. Often, delays resolve and the package arrives. If a package is confirmed lost, we will send a replacement or issue a refund as appropriate.
We consider a package “lost” if it hasn’t arrived within 45 days of shipment (shorter if carrier confirms loss earlier). At that point, we will treat it as lost and promptly refund or replace per your preference. You will not be out-of-pocket for lost items.
Keep in mind that external factors like weather events, pandemics, or peak holiday seasons can cause shipping delays. We appreciate your patience during such times.
Failed Delivery Attempts: Most carriers will attempt delivery at least once. If no one is available to receive the package, they may leave a notice or an option for redelivery/pickup. It is your responsibility to follow up and arrange re-delivery or collection from the depot as instructed. If a package is unclaimed and returned to us, we can resend it (you may need to pay a new shipping charge) or treat it as a return.
Wrong or Incomplete Address: As mentioned, if a package is returned to us due to an address issue or because it was unclaimed, we will notify you. We can ship it out again to a corrected address (shipping fee will apply if the error was not on our part), or issue a refund for the product minus any shipping costs we incurred.
Partial Delivery: If you received your order and something is missing, first check the packing slip or tracking – it might be that the missing item is coming in a separate shipment. If all packages have arrived and an item is still missing or incorrect, contact us immediately. We will fix any packing mistakes on our end (by sending the missing item or replacing the wrong one).
(If applicable) From time to time, we may offer pre-orders for new products or face backorders on popular items. The product page will indicate if an item is a pre-order or if there’s an extended shipping timeline. By purchasing such items, you acknowledge the longer wait. We will keep you updated on the status and expected dispatch date. You can request a cancellation and full refund on any pre-order/backorder that hasn’t shipped yet if you change your mind.
(Likely not applicable for a dropshipping online store, but include if they have a local pickup option) We do not offer local pickup as we do not maintain a physical storefront or inventory at our business address (we ship directly from our suppliers to you). All orders will be delivered via the shipping methods described above.
If you have any questions or concerns about shipping that are not answered here, please contact us:
Email: [email protected]
Phone: [Phone Number]
Contact Form: You can use the contact form on our website (see our Contact Us page) – we typically respond within 1 business day.
We’re here to help make your shopping experience smooth and enjoyable, from checkout to delivery. Thank you for shopping with Oxygen-AT!
