Shipping policy

SHIPPING POLICY

 

Suspension Secrets ("we" and "us") is the operator of (https://www.suspensionsecrets.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

  1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we may not able to fulfil all your items at the time of purchase. In this instance, we will contact you about whether you would like to await restocking of the back-ordered item(s) or if you would prefer for us to process a refund for the order.

  1. Shipping Costs

Shipping on all items is free of charge worldwide. 

  1. Delivery Terms

3.1 Transit Time Domestically

In general, domestic (United Kingdom) shipments are in transit for 2 - 4 days

3.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 2 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at the checkout.

3.3 Dispatch Time

Orders are usually dispatched within 1-2 business days of payment of order unless specified on the product page. Our deliveries are operational on Monday - Friday during standard business hours, except on national holidays at which time the company will not be operational. In these instances, we endeavour to take steps to ensure shipment delays will be kept to a minimum.

3.4 Change Of Delivery Address

For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

3.5 P.O. Box Shipping

Suspension Secrets will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

3.6 Military Address Shipping

We are able to ship to military addresses using a range of couriers.

3.7 Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

3.8 Delivery Time Exceeded

If the delivery time has exceeded the forecast time, please contact us so that we can conduct an investigation.

  1. 4. Parcels Damaged In Transit

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch and contact us directly. If the parcel has been delivered without you being present, please contact us with the next steps.

  1. 5. Duties & Taxes

5.1 Sales Tax

Please note that the price at checkout includes Sales Tax, also known as VAT (Valued Added Tax) in the UK. This Tax has been applied to the price of all goods displayed on the website at a rate of 20% as per government regulations.

5.2 Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and Suspension Secrets encourages you to be aware of these potential costs before placing an order with us. If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Suspension Secrets at the customer's expense. The customer will receive a refund for the value of goods paid, minus the cost of the return shipping provided the goods arrive at us in the original condition and are not damaged in any way. The cost of the initial shipping will not be refunded in this case. If returned goods do not get to us for any reason, we cannot be held liable and reserve the right not to issue a refund for the goods.

  1. 6. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. All cancellation requests need to be put in writing and emailed to our support team at sales@suspensionsecrets.co.uk. If an order has already been dispatched, please refer to our refund policy. 

  1. 7. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

8 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

8.1 Process for parcel lost in transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

  1. Customer Service

For all customer service inquiries, please email: sales@suspensionsecrets.co.uk.