Shipping policy

Order Processing and Delivery Times

We normally process and pack in-stock orders within 3 business days after order confirmation, excluding weekends and holidays. Custom products and previously placed pre-orders may require additional time before dispatch.

Estimated delivery times begin when your order is dispatched, not when it is placed:

  • Standard Shipping: typically 6–12 business days.
  • Express Shipping: typically 2–7 business days, where available.

The options and estimates for your order appear at checkout. Delivery times are estimates and may vary due to your location, customs clearance, carrier disruptions, weather or local holidays.


Shipping Destinations

We currently offer shipping for eligible products to the following 58 countries and regions:

  • North America: Canada, Mexico, United States.
  • Europe: Austria, Belgium, Bulgaria, Croatia, Cyprus, 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, United Kingdom.
  • Asia-Pacific: Australia, Hong Kong SAR, Indonesia, Japan, Macao SAR, Malaysia, New Zealand, Singapore, South Korea, Sri Lanka, Taiwan, Thailand, Vietnam.
  • Middle East: Bahrain, Kuwait, Qatar, Saudi Arabia, United Arab Emirates.
  • Africa: Morocco, Tunisia.
  • Latin America and the Caribbean: Cayman Islands, Chile, Colombia.

Available products and shipping methods may vary by destination. Enter your full address at checkout to see the options for your order. We do not ship to PO boxes or APO/FPO military addresses.


Free Shipping on $80+ Orders

Orders of US$80 or more, as calculated at checkout, qualify for free Standard Shipping to the following destinations:

  • United States.
  • Europe: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
  • Asia-Pacific: Australia, Hong Kong SAR, Indonesia, Japan, Macao SAR, Malaysia, New Zealand, Singapore, South Korea, Taiwan, Thailand, Vietnam.

Select the eligible Standard Shipping option at checkout to receive free shipping. Where parcel pickup is offered, the free Standard Shipping option may deliver to a parcel pickup point.

This US$80 offer does not cover Express Shipping, home delivery where a parcel pickup option is offered, or delivery options requiring a signature. Those options may carry a separate charge. A separate product-specific promotion may offer different shipping benefits. The available method and final shipping charge are shown at checkout.

For destinations outside the list above, shipping charges depend on the products, address and available method, and are shown before payment.


Import Taxes and Duties

Standard Shipping includes applicable import taxes and customs duties. CLUSTRS covers these charges for orders sent by Standard Shipping.

Express Shipping does not include import taxes or customs duties. Where the destination’s customs rules impose these charges, the recipient is responsible for paying them to the carrier or customs authority. The amount, if any, is determined by the destination’s applicable rules and customs assessment.

A product-specific promotion may provide different terms. If we expressly state that CLUSTRS covers import charges for an eligible Express shipment, those promotion terms apply. If a carrier asks you to pay import charges for a Standard shipment or an Express shipment covered by such a promotion, please contact support@theclustrs.com before paying.

Additional costs resulting from an incorrect address, refusal of delivery or failure to respond to customs requests may remain the customer’s responsibility.

 

Custom Products and Previously Placed Pre-orders

Custom glass mousepads require production before dispatch. Production normally takes 3–5 business days after the necessary design details are confirmed. Their available shipping options and charges are shown at checkout.

Previously placed pre-orders are dispatched in the order they were received. We will email you a shipping confirmation and tracking number when your order ships. Items with different fulfilment times may ship together or in separate parcels.

 

Tracking and Shipping Addresses

Once your parcel ships, we will email you its tracking number. Tracking information may take up to 48 hours to appear or update. You can also use our Order Tracking page.

Please check your full address, postal code and contact details before paying. If you notice an error, email support@theclustrs.com as soon as possible with your order number. Address changes cannot be guaranteed after dispatch. Additional costs caused by an incorrect or incomplete address may be charged to the customer.

 

Missing, Damaged or Incorrect Orders

If your order has not arrived or tracking shows a delivery problem, contact us with your order number. We will investigate with the carrier and arrange an appropriate solution in accordance with applicable law and our Refund Policy.

Please inspect your order after delivery. If an item is damaged, defective, missing or incorrect, contact support@theclustrs.com promptly with your order number, a description and clear photos of the item and packaging where relevant. Please report shipping damage within 48 hours where possible so we can investigate with the carrier. This request does not limit your rights under applicable law.

Return eligibility and refunds are governed by our Refund Policy. Please contact us before sending any item back.