Shipping Policy

 

Shipping Policy

Last updated: 20/01/2026

This Shipping Policy explains how we deliver products from OralAdvance to customers across Europe.

1. Shipping Locations

We currently ship to:

  • ✅ All 27 EU countries

Expanding soon: We plan to add more countries in the future. Check at checkout to see if we deliver to your location.

2. Shipping Costs

Shipping costs are calculated at checkout based on:

  • Destination country
  • Order weight and size
  • Shipping method selected

Free shipping offer:

  • 🇪🇺 Free shipping on orders over €50 to all EU countries
  • 🇬🇧 Free shipping on orders over €70 to United Kingdom

Orders below these thresholds will have shipping calculated at checkout.

3. Processing Time

In-stock products:

  • Orders placed before 2:00 PM CET (Monday-Friday) are processed the same day
  • Orders placed after 2:00 PM or on weekends are processed the next business day
  • You will receive a shipping confirmation email with tracking information within 24 hours of your order being dispatched

Pre-order products:

  • Estimated shipping date: End of February 2026 (displayed on product page)
  • We will email you 7 days before shipment with final confirmation
  • If there are any delays, we will notify you immediately and give you the option to wait or cancel for a full refund
  • You can cancel your pre-order anytime before shipment

4. Delivery Time

Estimated delivery times (from shipment date):

Destination Delivery Estimate Courier
🇭🇷 Croatia 2-3 business days Croatian Post / DPD
🇪🇺 EU countries 5-8 business days DHL / DPD
🇬🇧 United Kingdom 7-12 business days DHL / Royal Mail

Note: These are estimates based on typical courier performance. Actual delivery may vary due to customs clearance (UK only), public holidays, remote locations, or carrier delays beyond our control.

5. Customs and Import Duties

🇪🇺 EU Customers:

  • ✅ No customs fees – VAT is included in your order total
  • ✅ No surprise charges – the price you see is the price you pay
  • We handle all VAT compliance through the EU One Stop Shop (OSS) system

🇬🇧 UK Customers:

  • ⚠️ Customs fees may apply – UK is outside the EU customs union
  • You may be charged UK VAT and customs duty by the courier upon delivery
  • These charges typically range from £5-£15 depending on order value
  • These fees are not included in your order total and are the customer's responsibility
  • The courier (DHL/Royal Mail) will contact you before delivery with payment instructions

We have no control over UK customs fees or their amount. For questions about UK import duties, visit: https://www.gov.uk/goods-sent-from-abroad

6. Order Tracking

After your order ships, you will receive:

  • 📧 Email confirmation with tracking number
  • 🔗 Direct link to track your package
  • 📅 Estimated delivery date

Track your order anytime:

  • Visit: carispray.eu/pages/track-order
  • Or use the tracking link in your shipping confirmation email

Tracking updates typically appear within:

  • 12-24 hours for EU shipments
  • 24-48 hours for UK shipments (due to customs processing)

7. Delivery Issues

Package not received:

  • If tracking shows "delivered" but you haven't received it:
    1. Check with neighbors, building reception, or mailroom
    2. Look for a delivery note (package may be at local post office)
    3. Wait 24 hours (sometimes marked delivered before actual delivery)
  • If still missing after 24 hours, email us at support@carispray.com with your order number
  • We will open an investigation with the courier within 24 hours

Delayed delivery:

  • If your package hasn't arrived within the estimated delivery window, contact us at support@carispray.com
  • We will track your shipment and provide an update within 24 hours
  • For significant delays (5+ days past estimate), we will offer a refund or replacement

Damaged package:

  • Inspect your package immediately upon delivery
  • If the box is visibly damaged, take photos before opening
  • If the product inside is damaged, email us at support@carispray.com with:
    • Photos of the damaged product and packaging
    • Your order number
  • We will arrange a replacement or full refund immediately – no need to return the damaged product

8. Incorrect or Incomplete Address

Your responsibility:

  • Please double-check your shipping address before completing your order
  • Include apartment/building numbers, postal codes, and phone numbers
  • We are not responsible for delivery failures due to incorrect addresses provided by the customer

Need to update your address?

  • Contact us immediately at support@carispray.com if you realize your address is wrong
  • If we haven't shipped yet (within 1-2 business days), we can update it for free
  • Once shipped, we cannot change the delivery address

Returned packages:

  • If a package is returned to us due to an incorrect address, we will contact you
  • You can choose to:
    • Re-ship to the correct address (additional shipping fee applies)
    • Receive a refund minus original shipping costs

9. Undeliverable or Unclaimed Packages

If a package is returned to us as undeliverable due to:

  • Customer refused delivery
  • Failure to pay customs fees (UK only)
  • Failure to collect from courier depot after 3 delivery attempts
  • Incorrect or incomplete address

What happens next:

  • We will contact you within 2 business days
  • You can choose:
    • Re-ship: Pay shipping costs again to redeliver
    • Refund: Receive a refund minus original shipping costs and any return fees charged by the courier

10. Pre-Order Shipping Updates

End of February 2026 Pre-Orders:

  • We will send you email updates as we approach the shipping date
  • Expected ship date: Late February 2026
  • You will receive 7 days advance notice before we ship
  • Cancel anytime before shipment for a full refund – email support@carispray.com with your order number
  • Once shipped, standard 14-day EU return policy applies

If there are delays:

  • We will notify you immediately if the shipping date changes
  • You will have the option to:
    • Wait for the new shipping date, or
    • Cancel and receive a full refund

11. Remote or Island Locations

Some remote areas, islands, or hard-to-reach locations may experience longer delivery times:

  • Greek islands
  • Scottish Highlands
  • Northern Ireland
  • Remote areas of Spain, Portugal, Italy

Additional delivery time: typically 3-5 extra business days.

Shipping costs may be higher for these locations (calculated at checkout).

12. Contact Us

For questions about shipping, tracking, or delivery issues:

OralAdvance Labs d.o.o.
Zadarska ul.1 , Varazdin
42000
Croatia
Email: support@carispray.com⏰
Response time: Within 24 hours (Monday-Friday)