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Frequently Asked Questions

ORDERS

I just placed an order, can I change something?
We try to process and ship orders as soon as possible. As a result, we can not guarantee we can make any changes to your order. If you want to change something, please let us know as soon as possible (preferably via phone) or send us an e-mail with "URGENT" in the subject, to get the best chances of us reading your email before your order is shipped.

I want to add something to my order, can you bill my credit card?
Unfortunately this is not possible for us. Your credit card details are not known to us, as we use a payment service provider who encrypts your information. If you want to add something to your order, it's best to place a new order yourself and let us know that you want multiple orders to be shipped together.

I just placed an order but want to cancel it, is that possible?
We try to process and ship orders as soon as possible. As a result, we can not guarantee we can make any changes to your order. If you want to change something, please let us know as soon as possible (preferable via phone) or send us an e-mail with "URGENT" in the e-mail subject, to get the best chances of us reading your email before your order is shipped.

I placed an order but did not get a confirmation. Did you receive my order?
If you were forwarded to the order confirmation page on our website after you have completed the payment, we have received your order. If you have not received a confirmation email, please check your spam folder as some email providers are a bit overzealous in filtering unwanted messages and our order confirmation email might be in there.

I placed an order but did not receive a confirmation email, and my order status shows as "on hold" in My Account. When will you ship my order?
In rare cases, our payment service provider will need to verify your credit card payment. This usually takes a few hours, or up to 1 day maximum. If everything is okay, we will proceed with your order as soon as the payment is cleared.

I live in a country outside of the European Union, will you take out the VAT?
Depending on which storeview you are visiting us, prices shown are with our without VAT. Please use the country/language selector at the top of the screen to select the one that suits you best. Please note though that during checkout, our website will automatically take out or add VAT (depending on the situation) after filling in your address, no matter which storeview you selected.

The product I want to order shows "in stock" on your website. Do you really have it in stock?
Simply put: yes! Our website shows our current stock status. So if our website shows a product as being in stock, we really do have it in our warehouse and ready to ship.

The product I want to order shows "out of stock" on your website. Is there a chance you have it anyway?
Our website shows our current stock status. So if our website shows a product as being out of stock, we unfortunately have indeed run out of stock. Please contact our customer support with inquiries regarding lead time and availability. You can also select the product in your desired size, and subscribe for the stock notification to receive an email when we have it available again.

Do you match competitor's prices?
Yes! We have a best price guarantee, and we will match prices. Please note we do have a few conditions though:

a) The competitor has the item in stock in your size and color.
b) The price of our competitor is not a temporary deal.
c) We can in fact match the price: we are not matching prices if that means we are losing money over it.
d) We do not match prices of listings on eBay, Amazon or other online marketplaces.

I own a business. Can you bill me without VAT if I provide you with my business credentials and VAT number?
Unfortunately not. Our website is aimed at consumers, and therefore not set up for intra-community sales.

SHIPPING

How long will it take before I receive my order?
Shipping times depend on the country we have to ship your order to, and the shipping method selected. If you choose FedEx shipping, transit times will be visibile during checkout. If you select standard shipping times, they will always be an estimate. For example: 4-6 business days to the US, 5-7 business days to Canada, 6-8 business days to Australia. Please note that because of COVID-19, postal services are dealing with various delays and shipping times may fluctuate strongly. We recommend to choose FedEx shipping to receive your order as soon as possible! For most countries in Europe it will be 2-5 business days. For more information, please contact customer support.

How much do you charge for shipping?
If your order value reaches the free shipping threshold, we do not charge any shipping costs at all. If your order is under the threshold, our website will calculate the exact shipping costs during checkout based on the items in your cart (weight, measurements) and the shipping address. Please refer to the top bar of our website to find the free shipping threshold for your country.

When will you ship my order?
If you place your order on Monday through Saturday before 5 PM our time (CET in winter, CEST in summer), we will ship your order the same day. If you place your order after 5 PM we will ship the next day. If you ship your order on a Saturday after 5 PM, or on Sunday, we willl ship your order on Monday.

Where is my order?
After shipping your order, we have sent you a shipping confirmation email with the shipment's tracking number and a link to the website where you can track your parcel. If your shipment seems stuck, lost or if something else is wrong, please contact our customer support at support@chromeburner.com and we will look into it!

Will I have to pay import taxes or duty fees for my order?
If you are in a country in the EU, there will be no import taxes or duty fees for your order. If you are in a non-EU country, the answer to this question will depend on the laws on importing goods in your country. As it is impossible for us to list the import laws and regulations for all countries, we ask that our customers are aware of the situation in their country. For more information, please refer to your countries customs or other relevant authorities.

Where can I track my parcel?
After shipping your order, we have sent you a shipping confirmation email with the shipment's tracking number and a link to the website where you can track your parcel. If you selected standard shipping, in most cases the tracking number will also work on the website of your country's national postal services (for example USPS, Australia Post, Canada Post).

PAYMENTS


Which payment methods do you accept?
All customers can use PayPal, Visa, Mastercard and American Express. Besides these 4 largest payment methods, we accept a number of popular European payment methods, plus manual bank transfer payments.

My credit card payment was declined. Do you know why?
Apart from the logical reasons (insufficient funds, or wrongly entered credit card details) we sometimes see that credit card providers decline payments because they think the payment is out of your normal spending pattern. Usually it will suffice to give them a call, explain that you really do want to make the transaction and they will give you the green light to try again.

RETURNS


What is your return policy?
You may always return a product to us, on the condition that you have not used or worn it. Please find our detailed return policy (and instructions) at chromeburner.com/ordering-and-returns

What is your policy regarding return shipping costs?
Our policy is that the buyer is responsible for return shipping costs. In most cases, using your national postal services is a cost-effective way to ship your product(s) back to us. In some cases we can supply a return shipping label if necessary, please contact our customer service for more information. If we supply a return shipping label, we will deduct the costs from your refund.

I ordered something with a discount code and need to return it for an exchange. Will you honor the discount code for my new order?
Of course! You may use the discount code if it is still active. If the code is no longer valid, please contact our customer support at support@chromeburner.com and we will provide you with a new discount code.

I have returned a product to you. When can I expect my refund?
We will try to process your return as soon as possible when we have received it in our warehouse. Please note that legally speaking we have 14 days to process a return, but in most cases we are able to process them the same day (or in a few days if it's very busy.)

Can I exchange my product for a different size?
Absolutely! Please find our return policy at www.chromeburner.com/ordering-and-returns You may order a different size yourself and return your current product for a refund, or ship the product back to us and have us handle the size exchange.

Can you provide a return shipping label?
Our policy is that the buyer is responsible for return shipping costs. In most cases, using your national postal services is a cost-effective way to ship your product(s) back to us. In some cases we can supply a return shipping label if necessary, please contact our customer service for more information. If we supply a return shipping label, we will deduct the costs from your refund.

WARRANTIES


What happens in case I need to file a warranty claim for my product?
For all the products we sell, the full manufacturer's warranty applies. Warranty processes differ between brands and suppliers. If your product is damaged and can be easily fixed with some new parts, we usually go that route because it's the fastest solution. If that is not possible, we will need the product back here for a repair or replacement. We will take care of the shipping costs involved in getting your product back here, and back to you again after repair. Please note that our supplier will determine if a product needs repair or replacement. Please contact our customer service at support@chromeburner.com to file a warranty claim and we will take care of it!

I received a broken or defective product. What do I need to do?
First of all, we are very sorry to hear you have received a broken product! Thank you for letting us know, and rest assured; we will solve the issue for you. Please contact our customer support (preferably with some pictures of the damage) at support@chromeburner.com and we will take care of it!

DISCOUNTS AND PROMOTIONS


Can I get a discount code?
Our deals and discounts vary on a monthly basis. Please find our active discount codes at chromeburner.com/discountcode

I want to order several items. Can I get an extra discount?
Our pricing policy is to have the best price available for all products on our website. As a result, we do not offer extra discounts based on order size or quantities. Please let us know if you have found a product in stock and cheaper somewhere else and we will check if we can match that price for you!

I just missed out on a monthly deal. Will you honor the deal/discount anyway?
Strictly speaking we will not honor discounts/deals when they are no longer active. However in some cases we do make an exception to the rule. Please contact our customer support at info@chromeburner.com for more information.

Spend $349 and we pay for shipping!