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1.Order Processing & Delivery📦
We aim to process and pack your order within 2–3 business days.
Once shipped, your estimated delivery time is:
- U.S. Orders: 3–12 business days
- International Orders: 5–12 business days
Tracking Numbers: You will receive a tracking number within 5 business days of order confirmation.
Express Shipping: If you need faster delivery, we offer expedited shipping with a 1–5 business day delivery window, available for an additional shipping fee (taxes not included).
*Please note:
🔹Tracking updates for international shipments may be limited until arrival in your country. For assistance, contact support@theclustrs.com.
🔹Delivery may take longer for remote locations or due to customs clearance, extreme weather, or local holidays.
2.Shipping Destinations
We are proud to offer international shipping services to a growing number of countries and regions worldwide. Currently, we provide delivery to the following destinations:
North America
Canada, Mexico, United States.
Europe
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom.
Asia-Pacific
Australia, Hong Kong SAR, Japan, Macau SAR, Malaysia, New Zealand, Philippines, Singapore, South Korea, Sri Lanka, Taiwan, Thailand, Vietnam.
Middle East & Africa
Bahrain, Kuwait, Morocco, Qatar, Saudi Arabia, Tunisia, United Arab Emirates (UAE).
Latin America & Caribbean
Cayman Islands, Chile, Colombia.
Restrictions:
- Unavailable Regions: Orders cannot be shipped to unsupported countries.
- Address Restrictions: We do not deliver to PO boxes or military addresses (APO/FPO).
Temporary Suspension Notice:
Due to ongoing regional conflicts affecting logistics, we have temporarily suspended shipping to the following locations: Israel.
Shipping will resume once logistics operations return to normal, and we will keep you updated. For the latest delivery status, feel free to join our community 💬
3.Shipping Methods & Costs
Standard Shipping: Free for most regions. Shipping fees may apply for certain countries or remote areas.
Express Shipping: Costs vary based on your location and order weight. You’ll see the exact shipping fee at checkout. Taxes and duties are not included.
4.Tax & Duty Policy
Standard Shipping (All Countries & Regions) We are pleased to offer a hassle-free shopping experience. For all orders shipped via Standard Shipping, the product price is all-inclusive. All applicable import taxes and customs duties are covered by us. You will not be required to pay any additional fees upon delivery.
Express Shipping (Priority Delivery) Due to varying international customs regulations and different warehouse locations, orders shipped via Express Shipping are sent on a DDU (Delivery Duty Unpaid) basis.
- Responsibility: Any import VAT, customs duties, or brokerage fees are the responsibility of the recipient.
- Payment: The courier (e.g., DHL, FedEx, UPS) will typically contact you to settle these charges before or at the time of delivery.
- Customs Documentation: We strive to optimize the customs documentation process to ensure smooth clearance. However, we have no control over these charges as they are determined by your local customs office.
If you have specific questions regarding customs declarations or require assistance, please feel free to reach out to us at support@theclustrs.com.
5.Custom Orders
Production Time: 3–5 business days.
Shipping: All custom orders qualify for free shipping. If your order includes both custom and standard items, the entire order will ship together once customization is complete.
Returns: Custom items are final sale and cannot be returned or exchanged.
Warranty & Service: All sizes: 3-year warranty
The warranty covers product issues under normal use, such as anti-slip base detachment. If your pad becomes unusable due to such issues, we will provide a free replacement (design cannot be changed).
Please keep your order number and email as proof of purchase.
6.Shipment Tracking
When your order ships, you’ll receive an email with a tracking number—please allow up to 48 hours for the information to appear.
To view your shipment’s status, go to the Track Order page and enter your tracking number.
7.Refunds, Returns & Exchanges
We accept returns within 14 days of delivery, provided the items are unused and in their original condition. We will refund the full order amount minus the original shipping fee.
If your shipment is missing items or you receive the wrong products, please contact us within 14 days of delivery so we can investigate with the carrier. Unfortunately, we cannot accommodate requests made after 14 days.
If your order arrives damaged, email us right away at support@theclustrs.com with your order number and a photo of the damage. We review each case individually and will do our best to find a satisfactory resolution.
*Do NOT ship returns to the provided address without prior approval. Unauthorized returns will not be refunded.
8.Shipping Address
Accuracy: Provide a complete address (street number, building, room, and valid ZIP code).
Errors: CLUSTRS is not responsible for undeliverable packages due to incorrect addresses.
Updates: Email support@theclustrs.com immediately after placing your order for address changes.
9.Lost or Stolen Packages
Clustrs is not responsible for lost or stolen packages confirmed as delivered to the provided shipping address. Clustrs is also not responsible for incorrect deliveries or lost packages due to errors in shipping information provided at checkout. Please confirm your shipping address before completing your purchase. For any changes after placing the order, contact us (support@theclustrs.com) as soon as possible. Once the order is shipped, we are unable to update the shipping address.
We do not offer refunds on shipping costs for shipments returned to us due to address errors, and such shipments may be subject to a restocking fee.However, we’ll do our best to assist you with the process.