Shipping policy

Shipping Policy

Every kitpacks Mystery PACK ships worldwide — fully tracked, securely packed and on its way fast. Here's everything you need to know before your surprise arrives.

We're Fast

Most orders leave our warehouse the same day if placed before 3pm German time (CET/CEST). Orders placed after 3pm will usually ship on the next business day. From there, the average order is delivered within 2–5 business days. We do not ship on weekends or German public holidays.

Delivery Times

Exact delivery estimates for your country are shown at checkout. As a guide:

  • Germany: 1–2 business days
  • Europe: 2–5 business days
  • United Kingdom & United States: 2–4 business days
  • Rest of the world: 3–7 business days

Delivery times are estimates and start from the day of dispatch. During peak periods such as major sales, tournaments or the holiday season, delivery may take slightly longer.

Orders to Switzerland and Liechtenstein are processed through our customs clearance partner MeinEinkauf GmbH and are therefore transported in two separate shipping stages. The delivery time shown at checkout includes the estimated time required for customs processing and onward delivery.

Shipping Costs

Shipping costs are calculated at checkout based on your delivery country and are displayed before you complete your order.

Free standard shipping:

  • Germany: free standard shipping on all orders of 3 or more PACKS
  • International: free standard shipping on all orders of 5 or more PACKS

Tracked & Protected

Every shipment is sent as an insured, fully tracked parcel. As soon as your order ships, you'll receive a shipping confirmation email with your tracking number and a link to follow your PACK all the way to your door or pickup point.

We work with premium carriers, including DHL, DHL Express, DPD, Swiss Post and UPS, selected per destination for reliable and efficient delivery.

Deliveries to Switzerland and Liechtenstein

Orders to Switzerland and Liechtenstein are shipped fully customs-cleared through our partner, MeinEinkauf.ch. All applicable import processing, customs duties and import taxes are handled as part of the delivery process. You should not be asked to pay additional import charges upon delivery.

These orders are transported in two stages:

  1. Your order is first shipped from our warehouse to our customs clearance partner in Konstanz, Germany.
  2. After customs processing, the parcel is forwarded to your delivery address in Switzerland or Liechtenstein by DPD or Swiss Post.

The first tracking number only covers the shipment from our warehouse to the processing centre in Konstanz. It is therefore normal for the first shipment to be shown as delivered before the parcel has reached your home address.

This delivery status does not mean that your order has been delivered to you. It confirms that the first stage of the shipment has been completed and that your parcel has arrived at the customs processing centre.

Once your parcel has been processed and forwarded, you will receive a second tracking number for the final delivery by DPD or Swiss Post. This second tracking number is usually sent within 24 hours after the first shipment has been marked as delivered. In some cases, processing may take slightly longer on weekends, public holidays or during periods of high demand.

Please use the second tracking number to follow the final delivery to your address.

If you have not received a second tracking number within 48 hours after the first shipment was marked as delivered in Konstanz, please check your spam folder and then contact us at support@kitpacks.com.

Customs, Duties & Taxes

Norway, United Kingdom & United States: We ship DDP (Delivered Duty Paid). All customs duties and import fees are handled by us — the price you see at checkout is the price you pay. No surprise charges on delivery.

Switzerland & Liechtenstein: Orders are shipped fully customs-cleared through MeinEinkauf.ch. Customs processing, import duties and import taxes are included in the shipping process. The parcel is first delivered to our processing partner in Konstanz and is then forwarded under a second tracking number by DPD or Swiss Post.

European Union: No customs duties or import fees apply. All applicable VAT is included in your order.

Other countries: Orders shipped outside the EU, Liechtenstein, Norway, Switzerland, UK and US may be subject to customs duties, import taxes or handling fees charged by local authorities. These charges are determined by the destination country, are not included in your order total and are the responsibility of the recipient. We transmit customs documentation electronically where available to help keep customs clearance as efficient as possible.

Order Changes & Address Corrections

Need to change your delivery address? Contact us at support@kitpacks.com as soon as possible.

Once an order has shipped, we can no longer guarantee that the delivery address can be changed. If a parcel is returned to us because of an incorrect or incomplete address, we will contact you to arrange reshipment. Additional shipping costs may apply.

For deliveries to Switzerland and Liechtenstein, address changes are no longer possible once the parcel has been forwarded to our customs clearance partner in Konstanz.

Delayed, Lost, Damaged or Incomplete Parcels

If your tracking has not been updated for several days, your parcel appears to be lost, or the shipment has arrived damaged or incomplete, please contact the relevant shipping carrier directly as soon as possible and open an investigation or damage claim.

For orders to Switzerland and Liechtenstein, please make sure that you are checking the correct tracking number:

  • The first tracking number covers transport to the processing centre in Konstanz.
  • The second tracking number covers final delivery by DPD or Swiss Post.

The first shipment being marked as delivered in Konstanz is part of the normal shipping process and does not indicate that the parcel has been delivered to your home address.

Carriers may require the recipient to report delivery issues directly, provide photographs, retain the packaging or present the parcel for inspection. Please follow the carrier’s instructions and keep all packaging, labels and contents until the case has been resolved.

Please also contact us at support@kitpacks.com and provide:

  • your kitpacks order number,
  • the relevant shipment tracking number,
  • the carrier’s case or reference number,
  • a brief description of the issue, and
  • clear photographs of the parcel, shipping label, packaging and contents where the shipment is damaged or incomplete.

For shipments to Switzerland or Liechtenstein, please provide both tracking numbers where available.

Please do not dispose of the parcel, packaging or damaged items, as the carrier may require them for inspection.

We will support the investigation with the carrier and provide any information required from the sender. Where a parcel is confirmed as lost, damaged or incomplete, we will handle the matter in accordance with the applicable shipping and consumer protection rules.

Returns

Return shipping is arranged through your customer account at account.kitpacks.com.

Unless the return is caused by an error on our side, return shipping costs are borne by the customer and the applicable charge is displayed during the return process.

Returns from Switzerland and Liechtenstein must follow the international return and customs instructions provided during the return process. The original delivery route through MeinEinkauf.ch must not be used as a return address unless expressly instructed by us.

Full details, including return conditions, the return window and international customs instructions, can be found in our Returns & Refund Policy.

Questions?

Our support team is happy to help and can be reached here:

Football Shirts Retail GmbH
Konsul-Smidt-Str. 8D
28217 Bremen
Germany
E-mail: support@kitpacks.com