Shipping policy

Shipping Policy – 11Goats.com

1. Shipping Provider and Coverage

Orders from 11goats.com are shipped using FedEx.
We may occasionally use an alternative carrier in exceptional situations to ensure timely delivery.

Shipping is available to all countries in the European Union (EU) and internationally outside the EU.

2. Order Processing & Dispatch Time

Orders are processed on business days (Monday–Friday) excluding legal public holidays in Romania.
We aim to dispatch all orders within 1–3 business days from the date your order is confirmed.

Cut-off time for processing: 12:00 (noon) Bucharest time on business days. Orders placed after this time will begin processing the next business day.

3. Delivery Times

Estimated delivery times after dispatch are:

  • European Union (EU): 2–4 business days

  • Outside EU: 3–9 business days

These delivery times are estimates and may vary depending on customs clearance, weather conditions, courier operations, or high-volume shipping periods.

4. Shipping Costs

Shipping costs are automatically calculated at checkout based on the destination.

We offer free standard delivery on orders over €150 (before taxes and duties).

5. Customs, Duties & Taxes

For orders shipped to destinations outside the EU, the recipient may be responsible for import duties, customs fees, and local taxes. These charges are not included in the product price or the shipping cost.

It is the customer’s responsibility to check applicable import rules and estimate potential charges before ordering.

Below are examples of customs thresholds in common destinations (please verify locally, as rules can change):

United Kingdom:

  • Imports valued at £135 or less may be exempt from customs duty. Above this threshold, duty and VAT typically apply (custom duty varies by product; VAT is usually charged on total value including shipping).

Switzerland:

  • VAT and customs duties generally apply for imports over CHF 150 (approx. threshold for VAT and duty on imported goods).

These are guidelines and not guarantees—customers should always check their local customs websites or contact local customs authorities for precise information.

6. Order Tracking

After your order is shipped, you will receive a tracking number by email.

Tracking becomes active once FedEx processes the shipment. You can follow the status of your parcel using the tracking link provided.

7. Delivery Delays

Delivery timelines are estimates. Delays can occur due to:

  • Customs clearance procedures

  • Weather conditions

  • Peak shipping periods (e.g., holidays)

  • Operational issues with the carrier

We do our best to inform you of any significant delays where possible.

8. Address Accuracy & Failed Deliveries

Customers are responsible for providing the correct shipping address.

If a delivery fails due to an incorrect address and the package is returned to us, additional shipping charges may apply to reship the order. These additional costs will be the customer’s responsibility.

9. Lost or Damaged Parcels

We monitor tracking updates to identify potential delivery issues, and we encourage customers to check the tracking status regularly.

If you believe your parcel is lost or arrives damaged:

  • Contact us at contact@11goats.com as soon as possible.

  • We will liaise with FedEx and initiate an investigation.

  • We will respond promptly once we receive information from the carrier.

Please note that claims and resolutions are subject to the carrier’s policies.

10. Contact Information

For any shipping-related questions or support, please email us at:
contact@11goats.com