About Shipping Costs, Import, Customs Clearance & Delivery Times
I) SHIPPING METHODS
Notes: Aermoo will pay for the shipping cost of your order, but not including customs clearance freight. This policy does not apply to FBA.
1. DHL Worldwide (Expedited Shipping)
Delivery time is generally 3-7 working days. At holiday periods, such as Christmas, please allow additional time for delivery, up to 10-15 working days. DHL is not available in some countries due to the policy, including Russia, Paris, Uganda, Korea, Congo and some other countries. You can email us inquire whether DHL is available in your country.
EMS is available in most of the country.
3. Another shipping company with tracking number
Some shipping methods may not be available in your country, in this case, we will choose the available methods in your country. Depending on the recipient country, your order may have to be sent by another shipping company, e.g. Singapore Post, Deutsche Post or any other way. The shipping time can vary in this case.
4. Amazon FBA
When you order Aermoo’s products from Amazon, your items will be fulfilled by Amazon. Fulfilment by Amazon (FBA) is a service Amazon offers sellers that lets them store their products in Amazon's warehouses, and Amazon directly does the picking, packing, shipping and customer service on these items. Something Amazon hopes you'll especially enjoy: FBA items are eligible for and for Amazon Prime just as if they were Amazon items. So in this case, if you have any questions, please search Amazon for help.
II) IMPORT INFORMATION (Import Sales Tax, DHL Capital Commitment Fee, etc.)
1. For bulk orders please email us at [email protected] for an exact shipping quote and special terms and conditions.
2. Please note that you may be liable for import VAT or sales tax in the destination country. These are the responsibility of the recipient and will not be reimbursed by Aermoo.
For smartphone sent by DHL Worldwide or with Airmail, the import tax is around $15-40. Applicable tax rates are: UK 20%, Ireland 23%, Australia 10%, New Zealand 15%, USA 0-11.25%, Canada 6%. Rates are subject to change. Please contact your local tax office for further questions and information. Aermoo cannot give you advice on how much tax will be payable on your goods.
3. Please note that DHL is charging an extra fee (DHL Capital commitment fee) since June 11, 2014. This fee doesn’t apply to parcels sent with EMS Express nor other shipping ways.
Since July 1, 2016, the DHL Capital commitment fee is 12.50 Euro (+ VAT) and is paid together with the import tax to the parcel carrier.
III) TRACKING YOUR DELIVERY
After you place your order, we will ship your package within 1-2 days. You will receive an email with unique tracking number for each order shipped via DHL, EMS or other Express company. This tracking number allows you to track your delivery online.
You will receive your tracking number from Aermoo by separate email within 1-2 working days after your order has been dispatched.
IV) CUSTOMS CLEARANCE
In individual cases, it may happen that after your goods have arrived in your home country, the DHL/ tracking website may display the status of your goods as “clearance delay”, “on hold” or “clearance event”.
In this case, it is necessary to send proof of your PayPal payment to the DHL or your home countries customs department. You should contact DHL/local post in your home country to confirm the exact procedure, but in general, you should:
1. Forward the email that you received from PayPal after payment to DHL/customs in your home country
2. In the subject line, enter your 10-digit tracking number and the text “proof of payment”, eg “1234567890 – proof of payment”
3. A sample text for the cover email to DHL/customs may be as follows:
Enclosed please find proof of payment for the shipment with tracking number XXXXXXXXXX (your tracking number). A customs number is not available because it is a private import.
Please declare and deliver the goods as soon as possible.
- Your name -
- Your contact details -
V) DELIVERY CONDITIONS
1. All orders will be shipped to the delivery address you specify when you place your order. After shipping, this address cannot be changed.
2. Please ensure that you or a family member are at home on the day of delivery to receive the goods.
3. In the event that you are not at home when delivery is attempted, Express company will make further attempts to deliver the package to you or deposit it in a safe place for your collection.
4. If all delivery attempts prove unsuccessful, shipping companies will normally return the package. In this case, you will not be entitled to any compensation. Should the item(s) be successfully returned to Aermoo, we will gladly send the items again following payment of shipping costs.
If you have not received your goods within 15-20 working days of receiving your tracking number, please contact our after-sale service team ([email protected]) or your local post office in your home country for further information. You will need your tracking number. Local contact telephone numbers are listed on your domestic DHL and Post website.