Shipping and Purchasing

Common questions about shipping and purchasing

How long does delivery take?

We always seek to process/fulfill orders within one working day and hand them over to the shipping providers. We also use priority and fast shipping although when transferred to national delivery suppliers and customs, delays can occur.

USA and Canada

For North American customers we dispatch directly from the US and from experience orders usually arrive within 1 week.

European Union

We dispatch from Germany and typically orders arrive within 1 week.
However, we have been experiencing significant delays for deliveries to some countries in which the shipping provider and local postal services hold the items, significantly delaying delivery without providing any updates.

United Kingdom

For orders from the United Kingdom, the CORE primarily ships directly from Europe (Germany). We usually ship on the same day or following work day (depending on the time of order) and deliveries to the UK are sent as 'Express Priority Plus"

Delivery Times

Delivery should be within 7 working days however since Brexit we are seeing extended delays with Royal Mail distribution centres and with Customs Processing in which they hold the delivery for extended periods without status updates. In some cases, delivery can take up to 4 weeks and these delays appear to be a result of the Brexit customs backlog.

Customs / VAT / Brokerage Fees

Customs fees (import VAT + Brokerage Fee) may be levied... however this is 'hit and miss'. In our experience, customers usually receive their order and if a fee is levied, they then also receive a letter requesting payment so there is usually no need to contact the delivery service.

Europe (non-EU)

For Eastern European (non-EU) deliveries, these should take 2 weeks. However, local postal services can delay delivery up to 4 weeks.

Australia and New zealand

We dispatch orders from our Australia facility and typically orders arrive

Australian orders typically arrive within 2 to 3 days.

New Zeland is shipped DHL and typicaly delivered within 1 week.

Asia, sourth africa and South America

Delivery times widely change depending on the country of destination. However, below you will find some reasonable expectations based on our previous experience:

  1. Hong Kong: 7 days delivery

  2. Japan: 5 to 10 days delivery

  3. China: 17 days delivery

  4. South Africa: 8 days delivery

  5. South & Central America: 5 to 10 days delivery

Rest of the world

Delivery times widely change depending on the country of destination.

If your country is not listed above, please contact us and we can give you a better estimate.

Although we dispatch fast and the delivery usually arrives in the destination country in days, we have recognized that there are sometimes significant delays with customs services who may hold the delivery for up to 6 weeks without further notification. We have also seen significant delays once released from customs, where the order does not leave the dispatch centers or local postage services are unreliable.

where is core shipped from

CORE is shipped and supported around the world. Currently we ship from the following locations:

  1. Switzerland

  2. Germany

  3. United States of American, Pennsylvania

  4. Australia

  5. Coming soon: Japan

To which countries do you ship CORE?

CORE can be shipped to most countries that do not have embargoes sanctions.

We have multiple fulfillment centers around the world to enable faster shipping for you.

Shipping to the United Kingdom

For orders from the United Kingdom, the CORE primarily ships directly from Europe (Germany). We usually ship on the same day or following work day (depending on the time of order) and deliveries to the UK are sent as 'Express Priority Plus"

Delivery Times

Delivery should be within 7 working days however since Brexit we are seeing extended delays with Royal Mail distribution centres and with Customs Processing in which they hold the delivery for extended periods without status updates. In some cases, delivery can take up to 4 weeks and these delays appear to be a result of the Brexit customs backlog.

When an order is made and a tracking code provided via email. The status and location can be checked with the DHL and Royal Mail tracking services:

DHL Tracking https://www.dhl.com/global-en/home/tracking.html
Royal Mail Tracking: https://www.royalmail.com/track-your-item#/

In exceptional cases where an order is sent from Switzerland to the UK, the tracking will also be provide for Swiss Post:

Swiss Post Tracking: https://service.post.ch/ekp-web/ui/list

TIP: Click on the detailed information ("See your items full journey") for a complete overview.

Delivery Costs

The shipping cost to the UK is CHF15 (approx. GBP 11.50)

Customs / VAT / Brokerage Fees

Customs fees (import VAT + Brokerage Fee) may be levied... however this is 'hit and miss'. In our experience, customers usually receive their order and if a fee is levied, they then also receive a letter requesting payment so there is usually no need to contact the delivery service.

Germany Express shipping option

Now available - express shipping option for order shipping to Germany.

In the checkout page - check the express shipping option to get your order quicker. This option is only available from our fullfilment center in Germany for Germany orders.

DO I HAVE TO PAY ANY ONGOING FEES?

There are no licence fees for a standard CORE.

Do you offer volume discounts?

Yes, we can offer discounts with volume orders and can offer your branding/white label options.

Please contact us for more information.

Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

You’ll also need the receipt or proof of purchase. Shipping costs for returning the device are paid by the customer, with the only exception of broken or malfunctioning devices.

You can read our full refund policy here: Refund Policy

VAT/SALES TAX RATES

Orders from Europe are fulfilled by our fulfillment partner in Germany, therefore orders from the EU countries will automatically have VAT charged at the checkout.

Orders from countries outside the EU (e.g., the UK, Norway etc.) will have no VAT charged at the checkout, but will have it charged upon the import/delivery of the order. VAT rates depend on the shipping address and are regulated by the legislation of each country individually.

Customers in Pennsylvania, USA will have a 6% sales tax applied to their orders.