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FAQ

QUESTIONS REGARDING ORDERS

  1. If the product is out of stock, how do I find out when it will be available again?
    Registered customers have the option to click on "Track Availability" for the desired product. As soon as the product is back in stock, they will receive an email.

  2. I can't find the desired product in the store. Can you order this product for me?
    If the desired product is not in stock, you can inquire via email or phone. Alternatively, you can "track the product availability" (if you are a registered customer).

  3. I need an individual offer for a school, club, or organization. What should I do?
    In this case, please contact us via email. We will prepare an individual offer with a discount for you.

  4. I received a product that differs from my order. What should I do now?
    In such a case, WE will bear the costs of returning or exchanging the product. This can sometimes happen with larger orders. We will try to resolve the issue as quickly as possible.

  5. I have a problem submitting my order. Where can I find help?
    Please feel free to contact us via email or phone. We will try to complete your order together with you.

  6. Can I change or cancel my order?
    Of course, you can cancel the order. We just ask that you inform us as soon as possible so that we can cancel the order before it is shipped.

  7. How do I know if a product is in stock?
    Products marked as "in stock" or "available" are 99% in stock. If by any chance such a product is not in stock, we will inform you immediately and offer you a discount as compensation.

  8. What is the delivery time if the product is in stock?
    The standard delivery time to Belgium, Croatia, Germany, Netherlands, Poland, Romania, and Slovenia is 2-3 working days.
    The standard delivery time to Austria, Czech Republic, Hungary, and Slovakia is 1-2 working days.
    The standard delivery time to Estonia, Latvia, and Lithuania is 2-4 working days.
    The standard delivery time to Bulgaria, Denmark, Finland, France, Greece, Italy, Spain, and Sweden is 3-4 working days.

In some areas, delivery may take one day longer.

PAYMENT QUESTIONS

  1. I would like to pay online, but I am worried about losing money. How should I proceed?  A secure way to pay is through PayPal — if the product is not delivered, you can ask PayPal for help directly.

  2. How can I pay?  You can pay online by card through STRIPE or PAYPAL. You can also pay via bank transfer. The payment details for the transfer are sent automatically with the order confirmation.

  3. Where can I find the invoice for the goods?  You will find the invoice in the package. If you lose it, you can ask us for a copy of the invoice by email.

  4. How can I get my order as quickly as possible?  We ship the goods after receiving the payment. In the case of payment via STRIPE or PAYPAL, we receive the payment notification almost immediately, and the goods are ready for shipment. "Cash on delivery" orders are shipped immediately (you pay the courier upon receipt).

  5. How does payment by bank transfer work?  In the case of a bank transfer, we ship the goods after the payment is credited to our account. This can take 1-2 days.

  6. What is the card verification number for credit/debit card payment?  The verification number is on the back of your card. It is a three-digit number (CVV).

QUESTIONS REGARDING PRODUCT DELIVERY

  1. Where is my order?  Immediately after shipping your order, we will send you the "tracking number" of your package. This way you can check where your package is currently located.

  2. The package tracking number is not working?  Sometimes it may happen that the package's "tracking number" only becomes active in the evening. If the package's "tracking number" is not working the next day as well, please contact us and we will try to solve the problem.

  3. Was my product delivered damaged?  If the courier hands over a significantly damaged package to you, please take photo documentation and you may also ask the courier to write a complaint. In case of damage to the contents of the package, contact us immediately by email or phone. We will handle the claim for such damaged goods with the delivery service (GLS or DPD).

  4. The product does not suit me and I want to return it. How should I proceed?  Please first inform us by email and we will try to find the most suitable return option. Of course, you can return the product within 30 days without giving any reason. In this case, you can send the product to the operational address listed on the invoice.

  5. When will my order be shipped?  All paid orders we receive on working days by 3:30 PM will be shipped on the same day. If this is not possible, we will inform you by email.

  6. To which countries do you ship?  Through xtremgear.com, it is possible to deliver goods to most EU countries.

  1. What are the shipping costs?  For orders with a total value of up to 90 euros, we charge a delivery fee of 5 euros. All orders over 90 euros have FREE delivery.

  2. I have placed several orders. Can the orders be combined?  If the goods have not yet been shipped, we can combine your orders into one. If the total value of your order exceeds 90 euros, you will be entitled to free delivery. If you have paid for transportation costs, they will be refunded to you.