1. Where do you ship from?
We have warehouses in the following locations:

  • U.S. (for U.S. mainland shipments, excluding non-contiguous islands)
  • Germany (for EU shipments, excluding non-contiguous islands)
  • UK (for UK shipments)


2. When will my order be shipped?

  • For domestic shipping, orders are usually processed within 2-5 business days after payment.
  • For international shipping, the estimated delivery time is 10-15 business days.
    You can track your order with the tracking number provided once shipped.


3. Can I change my order before it ships?
Once your order enters the shipping phase, modifications aren’t possible. Please contact us immediately for address changes or if you need to adjust your order. Use "change address" in your support ticket for quicker processing.


4. Can I choose a specific shipping carrier?
Currently, we do not offer expedited shipping options.

  • U.S. orders: USPS for smaller items, UPS for larger items like bases and wheels.
  • Germany orders: DPD and DHL Paket.
    If you prefer a specific carrier, let us know in the order comments, and we’ll accommodate if possible.


5. Why does my order show as "partially shipped"?
Our products are shipped separately from different warehouses. For example, the base and wheelsets in most bundles (except R5, R3, and Trucking Bundles) are dispatched separately. Please refer to your order details for more information on each item’s shipping status.


6. Why hasn’t my tracking information been updated?
Tracking numbers may take up to 2 days to be uploaded. Ensure your email address is correct and check your inbox (including the spam folder). If you don’t see updates within 3-5 days, please contact us for further assistance.


7. Why has my order been delayed?
Delays can occur due to:

  • Stock shortages or transfers from other warehouses
  • High order volumes during peak periods (e.g., sales, promotions)
  • Carrier delays (e.g., customs, logistics)


8. My tracking hasn’t updated for a while, what should I do?
For international orders, updates may take 8-10 days to appear due to customs or international shipping processes. For other shipments, if no update is received within 5 business days, please contact us.


9. How do I confirm my order has shipped?
Once shipped, you’ll receive an email with a tracking number. You can use this number to track the package status.


10. What should I do if I receive the wrong product?
Please take a photo of the wrong product and contact our support team immediately. We’ll assist with returns or exchanges. Include images of the shipping label and SKU label.


11. What if I’m missing an item?
If you’ve received fewer items than expected, take a photo and contact us. We’ll resolve the issue and assist with returns or exchanges. Make sure to include images of the shipping label, SKU label, and the items you received.


12. My package was returned to the sender, what should I do?
If your package is returned to us, please contact us with your complete address. We’ll arrange to reship it to you.


13. What should I do if my international package requires customs clearance?
Please cooperate with customs if requested to provide additional information or pay customs duties. If you are asked to pay duties, please do so promptly to avoid delays.


14. Can I refuse delivery if I no longer want the package?
For local orders shipped from overseas warehouses, you can refuse the package. For international orders, please do not refuse delivery. Instead, contact us, and we’ll assist with the next steps.


15. Why are some products taking longer to ship?
Some products may require additional processing time, including transfers from overseas warehouses or production delays. We will notify you via email with estimated shipping times for these items.


16. Are all of my products shipped together?
Not necessarily. For domestic shipping, items in your order are often shipped separately. This is normal, so there’s no need to worry.
For international shipments, products may also be shipped in separate packages. Each package will be delivered individually, and you can track the progress of all items using the provided tracking numbers to ensure everything arrives.


17. What is the status of my order?
If you haven’t received a clear update, please use the tracking number we provided to track the status of your shipment. If any issues arise or you need further assistance, don’t hesitate to contact us.