Shipping policy
Where we ship
We ship worldwide. The destinations available for your address are shown at checkout.
Shipping costs
Shipping is free on every order.
Delivery times
Your order is prepared after payment and shipped with tracking. The estimated delivery time for your destination is shown at checkout and in your confirmation email. These are estimates and may be longer during busy periods (holidays, sales) or for reasons outside our control. If we can't ship your order within the time stated, we'll email you with a new date and you can choose to cancel for a full refund.
Tracking
Every order is tracked. You'll receive an email with your tracking number as soon as your parcel ships.
Duties and taxes
Any taxes and import charges collected at checkout are shown before you pay. Where import duties or taxes are not collected at checkout, local customs charges may apply on delivery and are paid by the recipient.
Several parcels
Packs with more than one set, or orders that include a physical gift, may arrive in separate parcels a few days apart, each with its own tracking number.
Shipping Protection (optional)
Shipping Protection can be added to any pack. On top of your legal rights, it gives you:
- Marked delivered, not received: if the tracking shows your parcel as delivered but you didn't receive it, we re-ship it. First check with neighbours, your building's mailroom and the carrier, then email us within 7 days of the delivery date shown in the tracking. We may ask you to confirm the claim in writing.
- Priority reshipment: for lost or damaged parcels we re-ship right away, without waiting for the carrier's investigation.
If the claim is accepted, we re-ship the items or refund them, at our choice. One claim per order. Shipping Protection does not cover an incorrect or incomplete address entered at checkout, or parcels refused or not collected by the customer.
Lost or damaged parcels
Tell us within 7 days of the latest estimated delivery date (lost) or of delivery (damaged, with photos of the parcel and items). For customers in the EU and the UK, we are responsible for your parcel until it is delivered to you, with or without Shipping Protection. For other destinations, the risk of loss passes to you when we hand your order to the carrier, unless you added Shipping Protection.
Digital gifts
Digital gifts (Mission Pack, Tournament Kit) are sent as download links in your order confirmation email.
Wrong address
Please double-check your address. If you notice a mistake, email support@zapraid.com right away — we'll do our best to fix it before your order ships. Parcels returned to us or lost because of an incorrect or incomplete address can be re-shipped at your cost and are not refunded.
Contact
Questions about delivery: support@zapraid.com