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Shipping Policy

This Shipping Policy explains how AlcanCase handles order processing, shipping, delivery, and shipping-related issues for purchases made directly from our online store.

For questions about an order or delivery, contact contact@alcan-case.com.

This policy works alongside our Terms of Service and Return and Refund Policy. Nothing in this policy limits consumer rights that cannot lawfully be excluded.

1. Shipping Destinations and Availability

Shipping is available to the destinations for which our checkout provides a delivery service for the products in your cart.

Available shipping methods depend on the destination, the products ordered, and any applicable carrier or legal restrictions. The presence of a country in a website selector does not, by itself, confirm that every product can be delivered there.

Any restrictions affecting a particular product or address must be disclosed before purchase. If no shipping option appears for your address, contact us before placing an order through an alternative arrangement.

If we discover that an accepted order cannot be delivered to the agreed destination, we will contact you and offer an appropriate solution or a refund for the affected unfulfilled items.

2. Order Processing and Delivery Estimates

The processing period and delivery estimate communicated before you complete your purchase apply to your order.

Processing time covers the preparation of your order, including necessary payment verification, picking, packing, and handover to the carrier.

Transit time covers transportation after the carrier receives the parcel.

When processing and transit times are shown separately, both periods contribute to the expected arrival time. When a total delivery window is presented, we will not add an undisclosed processing period to that window.

Unless otherwise stated, business days mean Monday through Friday, excluding applicable public holidays. A timeframe expressed in calendar days includes weekends and public holidays.

Delivery estimates can vary by destination and shipping service. An estimate does not remove our obligation to provide accurate information, notify you of material delays, or honor an expressly agreed delivery deadline.

Any special preparation time for a preorder, backordered item, or personalized product must be disclosed before purchase. A later order confirmation cannot unilaterally replace an earlier shipping commitment with a longer period.

3. Shipping Charges and Free Shipping Offers

The shipping charge applicable to your order is displayed before you submit payment.

Where a free shipping offer applies, its eligibility conditions—including any minimum purchase amount, destination restrictions, or excluded services—will be stated with the offer.

We will honor the shipping promotion applicable when you place your order. We will not add an undisclosed handling charge or retrospectively charge outbound postage simply because an eligible order qualified for free shipping.

An optional express service or other paid delivery upgrade requires your agreement. Selecting a faster transit service does not shorten a separately disclosed preparation period unless the offer expressly states otherwise.

Once an order is accepted, we will not increase the agreed shipping charge without your consent.

4. Fulfillment Locations and Separate Parcels

The relevant shipping origin and any material cross-border fulfillment arrangements will be disclosed before purchase. Where a third-party supplier or fulfillment provider ships an order from a different location, that arrangement must be made clear to customers. (Shopify Help Center)

Using a warehouse, supplier, or fulfillment provider does not transfer our responsibilities as the seller to that provider.

Where necessary, items from the same order may be dispatched in separate parcels. We will identify separate shipments in the shipping information provided to you.

You will not be charged additional postage solely because we choose to split your order. Each parcel may arrive at a different time, but splitting an order does not extend an agreed delivery deadline without an appropriate notice and any required agreement.

5. Shipping Confirmation and Tracking

We will send shipping confirmation to the email address provided with your order. For tracked services, the confirmation will include the available tracking details or instructions for checking delivery progress.

A shipping label or tracking number can be created before a parcel is handed to a carrier. Creating a label does not, by itself, mean that the order has shipped. For shipment purposes, the goods must actually be placed in the carrier’s possession. (Federal Trade Commission)

If tracking does not show progress, appears inconsistent, or cannot be accessed, contact contact@alcan-case.com with your order number.

We will review the shipment information and contact the relevant fulfillment provider or carrier when necessary. You are not required to resolve a delivery problem exclusively with the carrier.

6. Delivery Addresses and Order Changes

Please check the recipient’s name, street address, apartment or suite number, postal code, and contact information before submitting your order.

To request an address correction, product change, or cancellation, contact contact@alcan-case.com as soon as possible.

We will make reasonable efforts to accommodate requests before dispatch. Once fulfillment has progressed or a parcel has been handed to a carrier, a change or interception may no longer be possible.

The inability to intercept a parcel does not remove an applicable statutory cancellation right, return right, or remedy for our failure to fulfill the order.

Any proposed additional cost for a voluntary address change or redelivery will be explained before you agree to it. We will not charge you to correct an addressing or fulfillment error caused by us.

7. International Orders, Customs, and Import Charges

An international shipment may be subject to customs procedures and destination-specific import requirements.

Before purchase, we will explain whether applicable duties and import taxes are included in the checkout total or whether charges may be collected separately. Any responsibility assigned to you for import charges or customs formalities must be clearly disclosed and permitted by applicable law.

Amounts collected by us will be identified in the purchase information. We will not knowingly require you to pay the same import charge twice.

Where we are legally responsible for collecting or paying a tax or duty, this policy does not transfer that obligation to you.

If customs authorities or the carrier require information to release a parcel, we will provide reasonable assistance. Requests for sensitive information should be handled only through a verified and appropriate channel.

Customs processing may affect delivery, but it does not automatically remove your rights concerning late delivery, cancellation, or refunds. We remain responsible for accurate declarations and documentation that we are required to provide.

8. Delays, Preorders, and Unavailable Items

If we become aware that an order cannot be shipped within the promised period, we will contact you promptly.

Our notice will explain the issue, provide a revised shipping estimate where we have a reasonable basis for one, and explain your available options. We will not describe an unknown dispatch date as a confirmed estimate.

Where required, you may choose between agreeing to the revised shipping arrangement and canceling the affected unshipped items for a prompt refund.

A preorder or backorder does not authorize an indefinite delay. We will not retain payment indefinitely for merchandise we cannot supply or substitute a materially different product without your agreement.

United States orders. For purchases covered by the Federal Trade Commission’s Mail, Internet, or Telephone Order Merchandise Rule, we must have a reasonable basis to ship within the advertised timeframe or, when no shipment timeframe is stated, within 30 days. If that timeframe cannot be met, the required delay-consent or cancellation-and-refund procedure applies. This rule concerns shipment, not a universal 30-day delivery estimate. (Federal Trade Commission)

European Union and United Kingdom orders. Where the relevant consumer rules apply, goods must generally be delivered within 30 days unless a different period has been agreed. This statutory rule does not replace a shorter delivery commitment made with your purchase. (European Union)

Where European Union rules apply, failure to deliver within an appropriate additional period can entitle you to end the contract and receive reimbursement. An additional period is not required in certain circumstances, including refusal to deliver or failure to meet an essential delivery deadline. (European Union)

9. Lost Parcels and Responsibility During Delivery

For delivery arranged by AlcanCase, we remain responsible for the order reaching you or your authorized recipient, subject to applicable law. In particular, applicable European Union consumer protections place responsibility for damage during shipment on the seller until the customer receives the goods. (European Union)

You do not need to purchase optional shipping protection for us to meet our contractual or statutory delivery obligations.

If a parcel appears lost or has not arrived within the applicable delivery period, contact us. We will investigate and provide the appropriate remedy, which may include a replacement or refund, taking account of your legal rights.

We will not require you to wait indefinitely for a carrier investigation or use that investigation to postpone a remedy beyond a mandatory deadline.

10. Parcels Marked Delivered but Not Received

If tracking shows “delivered” but you cannot locate your order, please check the delivery address, any designated safe location, and whether an authorized household member or reception service accepted it.

Contact contact@alcan-case.com if the parcel remains missing. We will review the available delivery evidence and request further information from the carrier where appropriate.

A delivery scan is relevant evidence, but it does not automatically establish that delivery was correctly completed.

We may ask for reasonable information to investigate the claim. We will not automatically deny a claim solely because you cannot provide a police report or because a tracking page displays a delivery status.

Any instruction you gave to leave a parcel in a particular location will be considered alongside the circumstances and applicable law.

11. Damaged, Incorrect, or Incomplete Deliveries

Please inspect your order after receiving it and contact us promptly if a product is damaged, incorrect, or missing.

Provide your order number and a description of the issue. Photographs of the product, packaging, and shipping label can help us assess what happened, but an unboxing video is not a condition of receiving assistance.

Where reasonably possible, retain the affected product and packaging while we review the matter.

We will arrange an appropriate solution and cover necessary return or replacement shipping costs when the problem results from damage before delivery, our fulfillment error, or another circumstance for which we are responsible.

A short reporting period will not be used to automatically extinguish your statutory rights. The remedy will depend on the circumstances, our Return and Refund Policy, and applicable law.

12. Failed Delivery, Collection, and Return to Sender

If a delivery attempt is unsuccessful, the carrier may provide instructions for redelivery or collection. Please follow any valid instructions within the stated collection period or contact us for assistance.

If a parcel is returned to the sender, we will review the reason and contact you about the appropriate next step.

Where the failure results from our error or a delivery problem for which we are responsible, we will arrange an appropriate remedy without imposing corrective shipping costs on you.

Where a customer-provided address error or failure to collect causes the return, any proposed redelivery cost will be explained before proceeding. Any deduction from a refund must be lawful, properly disclosed, and supported by the actual circumstances; it will not be an arbitrary penalty.

A returned or refused parcel does not automatically cause the entire purchase price to be forfeited. Please contact us directly to communicate any cancellation or return request.

13. Shipping-Related Refunds and Returns

Refunds arising from canceled or undelivered orders will be processed promptly and within any applicable legal deadline.

Where the entire order is canceled because we cannot supply it, we will refund the amount paid for that order, including the delivery charges collected by us. For a partially affected order, we will calculate the refund fairly and explain any allocation of delivery charges.

Refunds are normally issued to the original payment method. For payments refunded through Shopify Payments, the customer’s bank may take up to 10 business days to make the refunded amount available. This bank-processing period is separate from our obligation to initiate the refund on time. (Shopify Help Center)

We do not deduct our payment-processing costs from an otherwise eligible refund.

After delivery, eligible change-of-mind returns are covered by our 100-day Return and Refund Policy. That period begins when you receive the relevant product, not when it is dispatched.

Return eligibility, return postage, exchanges, and refunds of original delivery charges are explained in that policy. Please obtain the correct return instructions from our support team rather than assuming that the sender address on the parcel is the return destination.

14. Policy Changes and Customer Rights

The shipping commitments applicable when you place your order remain applicable to that purchase.

We may update this policy for future orders, but a later revision will not be used to reduce existing rights or extend an agreed delivery period without a lawful basis and any required agreement.

Where mandatory consumer law provides greater protection than this policy, that protection applies.

15. Contact Us

For shipping questions, tracking assistance, address corrections, delivery problems, or shipping-related refund requests, contact:

AlcanCase Customer Support
Email: contact@alcan-case.com

Please include your order number and a brief description of your request. Do not send complete payment card details, banking passwords, or other unnecessary sensitive information.