Shipping Policy – Mettz Concept

1. Processing and Delivery Times

• All orders are processed within 2 to 5 business days after payment confirmation.

• Once processed, delivery typically occurs within 5 to 12 calendar days.

• In exceptional cases (such as peak seasons, customs inspections, or unforeseen circumstances), the maximum delivery time may extend to 25 calendar days.

• You will receive a tracking code by email once your order has been dispatched, allowing you to monitor the delivery in real time.

📦 Shipping is free worldwide.

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2. Order Tracking

• Customers are responsible for monitoring the delivery status using the tracking code provided via email.

• If the order is directed to a collection point or post office, the customer must retrieve it within the timeframe specified by the carrier.

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3. Customer Responsibility

At Mettz Concept, we strive to ensure a smooth delivery experience. However, it is the customer’s sole responsibility to:

• Provide accurate and complete shipping details at checkout.

• Ensure someone is available to receive the delivery.

• Collect the package on time if redirected to a pick-up point.

We are not responsible for:

• Incorrect or incomplete addresses;

• Refusal to accept delivery;

• Failure to collect the package within the allotted time;

• Delivery failure after three unsuccessful attempts by the carrier.

➡️ In such cases, refunds will not be issued.

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4. Delivery Attempts and Package Disposal

• If the carrier makes three unsuccessful delivery attempts, the package may be returned or discarded by the courier.

In such cases:

• The customer will not be entitled to a refund.

• If you still wish to receive your products, a new shipment can be arranged to a valid address, subject to a reshipment fee based on the order value.

For assistance, please contact our support team at 📧 support@mettzconcept.com.

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5. Customs Duties and Import Taxes

• Customers are responsible for paying any customs duties, VAT, or import fees charged at the time of delivery.

• If these fees are not paid, the carrier may hold or dispose of the shipment.

• In such cases, Mettz Concept will not issue refunds or reship the order.

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6. Customs Delays

• In the event of customs inspections, delivery may be delayed.

• While the order is under customs hold, refunds cannot be issued.

• Once the order is received, the customer may return the product(s) in accordance with our Refund Policy (shipping fees are non-refundable).

If your order is held at customs or you need assistance, please contact us at 📧 support@mettzconcept.com.

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7. Final Remarks

• In cases of proven error by Mettz Concept or the carrier (such as incorrect shipment), we will provide either a free reshipment or a full refund, at the customer’s choice.

• Delivery times are calculated from the date of payment confirmation and order processing.

• Deliveries are made on business days only (excluding weekends and holidays).

• Shipping remains free worldwide, regardless of location.