FAQ

Order changes are not guaranteed once your purchase is confirmed. Because orders move rapidly through our fulfilment system, swaps, cancellations, or address changes may no longer be possible—even a few hours after checkout. If you must request a change, please contact us immediately. We will do our best, but we cannot promise that any modification can be made.

You will find all the information concerning shipments and deliveries on the shipping page.

As soon as we have the tracking number for your parcel, we will send it to you by email together with a tracking link.

You can also track the parcel:

• using either the tracking number, or your order number + your email address — on our website.
• using the tracking number — on a package tracking platform.

Once your order is fulfilled it usually takes 2-3 days to receive the tracking number.

If your order contains two or more products it might be shipped by more than one parcel.
In the email with the tracking information you will see which products are being shipped in that parcel.

We ship from several warehouses.
Delivery time depends on the locally available stock.

Current delivery times.

• for products in stock:
  US (Shipped from Midwest USA): 5 to 7 days.
  Canada (Shipped from BC): 5 to 7 days.
  European Union countries (Shipped from EU): 5 to 7 days.
  UK (Shipped from Manchester): 3 to 5 days.
  Switzerland: 5 to 8 days.
  Australia (Shipped from Melbourne): 10 to 12 days (depending on area).
  Norway: 5 to 8 days.
  Other countries: 10 to 12 days
  * to South America and Africa, including South Africa, delivery might take longer.

• for PRE-ORDER products:
  Please see expected delivery / shipping time in product description for each item is specified on the product page for each PRE-ORDER product.
  Please also see our FAQ article about PRE-ORDER products.

 

We have no control over customs processing times.

Please check Shipping and Delivery page for more details.

We offer FREE shipping for orders over 200€/$217
Please check Shipping and Delivery page for more details.

For more information about what countries we ship to, please see our Shipping & Delivery page.

Your order has arrived and the package is in good condition, but a product is missing? First of all, make sure that it has not been shipped in another package. Each mail of confirmation of dispatch of order specifies, parcel by parcel, its exact contents. It is also possible that you will find a delivery note in the package. If the missing item is not mentioned on this form, it is because it is well planned for another package: everything is fine!

You have received all the packages of the order, but there is a product missing? Contact us immediately on our contact page. We will answer you as soon as possible.

You have just received an article with which some accessories had to be provided. First of all, we invite you to check on the site if the missing accessories are provided with the article, as described in the corresponding product page. In case it would be established that an accessory is missing from the box of your item, we invite you to contact us via our contact page.

If you wish to return an unused product, please contact us and let us know your order number and the reason for the return.


Any LONE RIDER product can be returned within 30 days of receipt for any reason as long as it’s in original condition and complete set.

Please keep all the original packaging for return shipment.

• If you have not opened the box, please attach photos showing the original box sealing intact.
• If you have taken the product from the box and discovered any defects please describe them and attach hi-res photos of each.

After we get all the necessary information, we will provide you with the address for return shipment.


Returns usually take 2 to 5 weeks: delivery time + processing time (checking returned products, evaluating and negotiating refund amount, processing the refund).


Return Shipping Costs

Return shipments are paid by the customer in full.

Please feel free to use the slowest available shipping option for return shipment as long as it goes with a Tracking number and Signature release (delivery against signature).


Shipping

For unpacked products: before sending, please take and send us photos of the 1) product put back into the box and 2) of the sealed box.

Please send us tracking information (tracking number and shipping carrier). We will confirm receiving the parcel.


Refund

For unpacked products: The amount of the refund will be reduced if returned products show signs of use or unreported damage.

We do not refund customs duties for returned products.


Refunds are made from our website back to where the original payment was made from:

• If you paid with a bank card (Visa, Mastercard, AmEx, etc.), we will send the refund payment to that same card.
  Card payments take several days to arrive (usually up to 5 business days).

! We cannot refund to a different card or to a bank account.

! If the original bank card had expired – please notify us before we proceed to refunding. Once the refund is processed – we cannot get it back. For expired cards we offer refunds via Bank Transfer.


We will send you the confirmation of the refund when it’s made.


If you have any questions, please contact us.