Support – MCPRUE

Support

Shipping & Delivery

Mcprue delivers worldwide! We know how important it is to receive your goods when you expect them, especially if you have ordered something for a specific occasion. We use a large network of couriers to deliver goods from mcprue.com to any country in the world.

What shipping options are available?

We use Deutsche Post and FedEx as standard shipping partners. We strive to ensure that your products are dispatched within 2 business days after receipt of your payment. We suggest you choose your work address rather than your home address as the delivery address, as most couriers only deliver between 9am-6pm, and may require a signature on receipt. You can review our delivery options in more detail at the checkout, so you choose the one that best suits what you need.

What are the shipping costs?

Shipping costs depend on the quantity of your order and the country of destination. To know the shipping costs, simply add the product(s) you would like to buy, go to your Cart, and click on ‘Calculate shipping’. orders are subjected to local duties/taxes for which the recipient is responsible.

What is the estimated delivery time?

Trying to get your order to you as quickly as possible is a top priority for us here at Mcprue Orders are usually processed and dispatched within 2 business days unless stated otherwise on the product page. During busy times such as after a weekend or Public holiday – especially the two weeks prior to the Christmas holidays, processing times may increase. Please take into account our offices will be closed for holidays such as Christmas. Notice that it can take up to 48 hours before your local Postal Service can track the standard shipment. For some countries the parcel will not be trackable in the local Postal Service’s website. To get an idea of the shipping lead time, please check the shipping confirmation email, which indicates the shipping lead time of the option you chose. This will indicate the estimated lead time to arrive at your door. However, it is important to note that we depend on the Postal companies who can make mistakes! This means we cannot guarantee any delivery dates and / or shipping lead times. If shipping lead times are longer, we do not give any discount or reimbursement.

Difference between shipping options

Please note that we do not give any priority to FedEx orders when packing the shipments. We work in chronological order. The only difference is that a FedEx Economy/Priority shipment will on most occasions have a shorter transit time, be more reliable, and have a better tracking system.

Customs & Import

Customs or import duties can occur and are charged once the parcel reaches its destination country . These charges must be paid by the recipient of the parcel (this also applies to retail & wholesale customers). Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

My package is missing

When it wants to, a package can seemingly invoke its inner Harry Houdini and vanish into thin air! However, not to worry, we are here to help. We will start an investigation into your missing package. If this happens please let us know as soon as possible by either using the contact form, or by sending us an email to support [at] mcprue.com. Please mention the Order Number (if available) in the subject. It might also be worth checking with your neighbours, as sometimes your package can end up there instead!

Orders

How do i order a product?

Ordering a product is quite easy! (Ordering a product is a simple 3 step process!) Step 1: Fall in love with one of our amazing products. Step 2: Hit the “Add to Cart” button (where you will be automatically redirected to the shopping cart) Step 3: Enter your address and payment details. If you have any questions about the ordering process, feel free to contact us.

Tax information for non-eu customers

Shipments outside the EU are not subject to 21% Dutch VAT (Value added tax). A VAT calculation is made during check-out based on address details. Prices are shown without VAT to visitors outside the EU. Tax (e.g. import duty and VAT) differs between countries, states, and in some cases cities, meaning unfortunately we cannot guarantee the deduction will add up to the fees paid when receiving the package.

The payment of my order was declined

This means your order did not succeed. However do not fear, please try again! We suggest to use PayPal (PayPal is less likely to fail). You will have to place a new order since this order automatically got canceled. Some reasons why it may get declined: If you ordered in USD make sure the currency during payment is USD as well. If you order from a different IP address it might be expected fraud. If the invoice address is different from the delivery address it might be expected fraud. If the invoice address is different from the registered credit card address.

I entered the wrong address

If you are lucky, your package is not yet in the mail and we can change the address at our carrier. If the package has already been shipped, the issue is most likely out of our hands but that won’t stop us trying to help! Use the contact form, or by sending us an email to support [at] mcprue.com. Please mention the Order Number (if available) in the subject.

Can i still change my order?

After your order has been placed, it will immediately be forwarded to our warehouse. Our employees will then immediately start working on it. Unfortunately, your order can no longer be changed. However, if you contact us quickly, it might still be possible to cancel the order. Use the contact form, or by sending us an email to support [at] mcprue.com. Please mention the Order Number (if available) in the subject.

I haven’t received a confirmation email

Unfortunately, we cannot always prevent emails from ending up in your spam box. Always check first if the mail you are missing is in there. If not, use the contact form, or by sending us an email to support [at] mcprue.com.

How do i trace my order?

If you choose a trackable shipment you can check the status of the shipment by filling in the tracking number (which you can find in the shipment email) on one of the following websites: Deutsche Post or FedEx. Shipments by Deutsche Post will be handed over to your local Postal Service. Please check here which Postal Service operates in your country. Fill in the tracking number on the website of your local Postal Service. There you can find detailed information about your shipment.

Returns & Warranty

What is your return policy?

We do not support unconditional returns or exchanges. In the unlikely event that you are not happy with your goods, please send us an email to support (at) mcprue.com within 14 days after receipt of your order. We will provide you a RMA instruction email, which clearly explains how to process the return. Once the goods are returned to us according to the instructions provided (in original and unused condition and packaging), we will give you a full refund for your product. Any associated shipping costs or fees are non refundable.

Can i exchange my order?

In order to change the product with a different item, we ask you to return your product and place a new order on mcprue.com with the item(s) you wish to change to. Please email us within 14 days after receipt of your order. We will provide you a RMA instruction email, which clearly explains how to process the return. Once the goods are returned to us according to the instructions provided (in original and unused condition and packaging), we will give you a full refund for the goods. Any associated shipping costs or fees are non refundable.

Have you received my return shipment?

We expect to process your return shipment within 5 business days of arrival in our warehouse. Once we have received your return shipment, you will be notified via email. Within 2-4 business days you will receive your money back. Please beware that we are only able to refund the same way as paid.

I Received A Damaged Or Faulty Product

Our apologies! Please get in touch with our support department within 24 hours after receiving your order via support(at)mcprue.com. Please send us some pictures of the issue and your order number. We will do our best to send a replacement if we have it in stock. Either way, we will find a suitable solution.

I received the wrong product

Even in his prime, Albert Einstein made some bad equations! Everyone gets it wrong sometimes, but if you receive the wrong product from us we want to put it right. If this happens please email us via hi(at)mcprue.com and we will help you to find a fitting solution.

We ship to more than 200 countries.

For selected countries we offer expedited options.

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In the unlikely event that you are not happy with your goods.

We offer free shipping over $/€ 350