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ORDERS

WHERE IS MY ORDER?

You can check your order status by logging into your account. To track your order refer to your shipping confirmation email that includes your tracking number. Please note that tracking links generally need 48 - 72 business hours to generate.

I FORGOT TO USE MY DISCOUNT CODE, CAN I APPLY THAT TO MY ORDER?

Once you submit an order we are not able to apply the discount retroactively. We can try to cancel your order within an hour and you can place a new order using your discount code.

CAN I PICK UP MY ORDER INSTEAD OF HAVING IT SHIPPED TO ME?

We do not offer click and collect.

WHICH PAYMENT METHODS DO YOU ACCEPT?

We accept all major payment options, including VISA, MASTERCARD, MAESTRO, APPLE PAY, GOOGLE PAY, EPS (available just in Austria), KLARNA, and PAYPAL.

HOW DO I CANCEL MY ORDER?

Once you have placed your order and received your order confirmation, your order cannot be cancelled or amended. If you wish to exchange or return your order, please refer to the Returns and Exchange Policy.

WHAT DO I DO IF MY ORDER ARRIVES DAMAGED, INCORRECT, OR IS MISSING AN ITEM?

If you have received an item that isn’t what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery. Ensure you select “Order Issues” as the reason for contact.

WHY CAN´T I PLACE AN ORDER WITH THIS CREDIT/ DEBIT CARD?

Great question. Most likely the zip code connected to your card is not the same as the zip code of your billing address. Please contact your card provider to make SURE your zip code is the same as your billing address.

I HAVE MULTIPLE CHARGES ON MY STATEMENT, BUT I ONLY PLACED ONE ORDER.

If you attempted to place your order more than once, all attempts will show on your statement as pending charges. All declined charges will fall off of your statement within 3-5 business days — the funds were not withdrawn as the charge(s) was not successful. Ultimately, you’ll just see the one successful charge on your statement.

HOW WILL MY ORDER SHIP?

We currently ship via DHL. We use climate-neutral shipping with DHL GoGreen for all German and Austrian addresses. If you require a certain carrier please contact usHERE and select “Order Issues” from the dropdown menu as soon as you can, and we’ll do our best to make sure your order goes out with that carrier.

CAN I USE A DISCOUNT CODE AND OPT INTO A PROMOTION?

Only one discount or promotion can be applied to an order, so choose the one that will make you happiest.

WHAT IS YOUR WARRANTY POLICY?

Please review our warranty policy HERE.

SHIPPING & TRACKING

CAN I CANCEL/ EDIT MY ORDER?

Unfortunately, orders can not be cancelled at the moment due to system technical reasons. However, in some cases, we may be able to make changes up to a certain step in the process. Please send us an email via the CONTACT FORM

HOW MUCH DOES SHIPPING COST?

We offer climate-neutral shipping with DHL GoGreen with no additional costs.

For orders within Germany we charge a shipping fee of 6,95 €.
For international orders, shipping costs 9,95 €.

HOW DO I TRACK MY ORDER?

You’ll receive a shipping confirmation email that includes your tracking number once your order is packaged at our warehouse. Please note that tracking links generally need 48 - 72 business hours to generate.

WHAT IS YOUR SHIPPING & RETURNS POLICY?

For our full Shipping Policy please click here. For our full Returns Policy please click here.

HOW WILL MY ORDER BE SHIPPED?

We use climate-neutral shipping with DHL GoGreen for all German and Austrian addresses.

DO YOU SHIP INTERNATIONALLY?

We only ship to German and Austrian addresses. We have multiple partners around the world that can accommodate local requests with a more personal touch. You can order Sea to Summit products directly through your authorised local dealers.

WHEN WILL MY ORDER SHIP?

All orders received by 12 noon on a working day will be shipped the same day. Later orders will be shipped the following working day. Delivery time can take up to three working days, Austria up to five working days, and depends on your distance to our warehouse in Twistringen, Germany and the shipping service provider.

CAN I CHANGE MY SHIPPING ADDRESS?

If you entered the incorrect address, you can contact us and we will do our best to get it updated; however, there is no guarantee we will catch the order in time. If the order has already shipped out, we are unable to edit the address.

Going forward, double-check your shipping address, especially if you have third-party accounts (i.e. PayPal), that auto-populate your information. This is where most issues arise.

I PLACED MORE THAN 1 ORDER. CAN I COMBINE SHIPMENTS?

We are not able to combine orders. If you would like, we can try to cancel the existing orders and you can place another order for all the items. If we are not able to cancel those orders, all orders will ship out separately.

I RECEIVED A SHIPPING NOTIFICATION BUT THE TRACKING NUMBER SHOWS NO MOVEMENT. WHAT’S GOING ON?

We've seen some major delays from shipping carriers due to COVID19 - with delays in certain transfer areas over a week. We appreciate your patience with these slowdowns and ask that you wait at least one week before reaching out and we can work together on a solution.

WHERE DO YOU SHIP OUT OF?

All orders are shipped out of our warehouse in Twistringen, Germany. Our warehouse is open and ships from 8am – 4pm Monday through Friday.

All orders received by 12 noon on a working day will be shipped the same day. Later orders will be shipped the following working day. Delivery time can take up to three working days, Austria up to five working days, and depends on your distance to our warehouse in Twistringen, Germany and the shipping service provider.

THE TRACING NUMBER I RECEIVED SAYS THAT MY ORDER HAS BEEN DELIVERED BUT I´M NOT ABLE TO LOCATE IT. WHAT SHOULD I DO?

Please contact usHERE and select “Order Issues” from the dropdown menu. We'll make sure you're taken care of.

WHAT COUNTRIES DO YOU SHIP TO?

This website currently only services Germany and Austria and we are only able to ship to addresses within these countries. For those living outside of Germany or Austria, you can find your region’s website by selecting “Global” located in the right-hand corner of the dark blue bar at the top of this page or use the Dealer Locater to find an Authorized Sea to Summit Dealer near your place.

WHERE DO YOU SHIP OUT OF?

We ship out of our warehouse in Twistringen, Germany. We ship Monday-Friday.