FAQ
Shipping FAQ
What are my shipping options and delivery times?
We process all orders within 24 hours (36 hours on weekends). Here are our available shipping options:
UK
| Shipping Method | Item Type | Shipping Fee | Delivery Timeline |
| Royal Mail (International warehouse dispatch) | Backpack/Panniers | £4.99 | 5-8 business days |
| Royal Mail (UK warehouse dispatch) | Backpack/Panniers | £6.99 | 2-3 business days |
| Royal Mail (International warehouse dispatch) | Smaller items | £3.99 | 5-8 business days |
| Royal Mail (UK warehouse dispatch) | Smaller items | £5.99 | 2-3 business days |
| Free shipping over £100 | All items | £0 | 5-8 business days |
EU Countries
| Shipping Method | Item Type | Shipping Fee | Delivery Timeline |
| Local courier (International warehouse Dispatch) | Backpack/Panniers | € 14.99 | 5-9 business days |
| Local courier (International warehouse Dispatch) | Smaller items | € 7.95 | 5-9 business days |
| UPS Express | All items | € 34.99 | 3-5 business days |
| Free shipping over £100 | All items | € 0.00 | 5-9 business days |
USA
| Shipping Method | Item Type | Shipping Fee | Delivery Timeline |
| USPS (International warehouse dispatch) | Backpack/Panniers | $19.99 | 5-9 business days |
| USPS (International warehouse dispatch) | Smaller items | $5.00 | 5-9 business days |
| USPS (US warehouse dispatch) | Smaller items | $8.00 | 3-4 business days |
| Free shipping over £100 | All items | $0.00 | 5-9 business days |
Rest of the World
| Shipping Method | Item Type | Shipping Fee | Delivery Timeline |
| Local Courier (International warehouse dispatch) | Backpack/Panniers | £14.99 | 5-9 business days |
| Local Courier (International warehouse dispatch) | Smaller items | £5.99 | 5-9 business days |
| UPS Express | All items | £29.99 | 3-5 business days |
| Free shipping over £100 | All items | £0 | 5-9 business days |
How can I track my order?
All shipping options include tracking. You'll receive tracking information via email once your order is dispatched.
What if my order is delayed?
While we aim to meet our delivery estimates, occasional delays can occur. Contact us at info@craftcadence.com if your order seems unusually delayed.
Returns & Warranty FAQ
What's your return policy?
You have 30 days to return unused products in resalable condition. Contact info@craftcadence.com for a return slip. While you'll need to cover return postage, we'll refund the full product price including original shipping costs.
How long is the warranty?
Our bags come with a 5-year warranty, with a 1-year warranty on zippers. The warranty covers manufacturing defects but not damage from accidents or abuse.
The e-pump comes with a 2-year warranty from manufacturing defect, but does not cover battery degradation over time.
How do I make a warranty claim?
Email info@craftcadence.com with:
- Your order number
- Photos of the issue
- Description of the problem
Customs & Import Duties
Will I have to pay customs charges?
International orders (except EU customers) may be subject to import duties and taxes. These are the responsibility of the customer and are not included in our prices. No duties are expected for US customers.
We prepay customs duty and VAT for EU customers, so the listed price is final. If we are unable to cover duties and VAT, we will partially refund from the total order amount to cover any duties/VAT incurred.
When would I need to pay customs charges?
Customs charges are typically collected before delivery by your local postal service or courier. The amount varies by country and order value.
Do you mark items as gifts to avoid customs?
No, all items are declared accurately according to international shipping regulations.
Need Help?
Can I change my delivery address after ordering?
Contact us immediately at info@craftcadence.com if you need to modify your shipping details. We'll do our best to help if the order hasn't been dispatched.
What if I have other questions?
We're here to help! Email us at info@craftcadence.com and we'll respond within 24 hours on business days.