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KontrolFreek Shipping Policy

 COVID-19 SHIPPING UPDATE (Updated 1/8/2021)

We are working quickly to get KontrolFreek gear out the door. To ensure the safety and health of our employees and our community, we are taking necessary precautions in our warehouse to prevent the spread of COVID-19. Due to this, there may be a slight delay in processing your order. You will receive a shipping confirmation as soon as your gear is on the way! 
Please allow 3-8 business days for domestic orders to arrive, and 3-4 weeks for all international orders.
You will find general updates for your country below. If you have any questions, our customer care team is here to chat: customercare@kontrolfreek.com. 
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IMPORTANT INFORMATION FOR INTERNATIONAL CUSTOMERS:

 

Canada

Significant Delays Continue

 

Significant processing delays in Canada are being observed due to COVID-19 restrictions. These delays can lead to delivery 2-3 weeks after the Expected Delivery Date on the customers tracking page. 

 

DDU Delays: Canada Post has requested that USPS switch to ground transportation for DDU packages out of LA to Vancouver due to COVID-19 restrictions. Canada Post is reporting they are 90 trucks behind in Vancouver and 90 trucks behind in Toronto. They anticipate it will take approximately 2 weeks to clear this volume. 

 

DDP Delays: Intelcom has reported delays as they continue to work through the delays they experienced over the holidays due to the unprecedented holiday volume. Intelcom will not update tracking until a day or so before delivery. 

 

United Kingdom

Delays Possible due to COVID-19

 

Delays in the United Kingdom are possible as the country has begun widespread restrictions due to a new strain of coronavirus detected in southeast England. There are delays at the UK/France border, and many countries have banned flights from the UK to enter the border. This can lead to delivery past the estimated delivery date on the recipients tracking page.

 

 

Europe

Parcels Available for Pickup

 

We have been notified that all DDP and DDU packages being delivered to Sweden (DHL), Finland (Posti Oy), and Denmark (Bring) are being held for recipients at pickup locations and are not being delivered direct to the recipients address. This is due to increased restrictions and in attempt to slow the spread of the virus by reducing exposure to postal carriers. 

 

Packages shipped to these countries will be held at a pickup location once they arrive. This pickup location can be found via the final mile courier listed on the customers tracking page. 


If you prefer instead to turn off service to these countries, please contact us.

 

 

 

Destination Country Scanning Issues

 

We have been alerted that some destination countries practicing contactless delivery have suspended written proof of delivery, which means that accurate delivery scan data may not be provided. 

 

This applies to parcels bound for Australia, Canada, Hong Kong, The Netherlands, Singapore, and Russia.

 

 

South Africa

DDU Service: Delays Continue

 

Passport is continuing to monitor significant delays in South Africa at the DDU Service Level. Delays for DDU packages can lead to delivery 4-6 weeks after the Expected Delivery Dates on the customers tracking page.


Please contact us if you would like to turn off DDU service to South Africa and allow customers to checkout with Passport's DDP service. This service level includes delivery confirmation from a private carrier and ensures a more reliable experience for your customers shipping to South Africa.

 

 

United Arab Emirates

DDU Service: Delays Continue

 

Passport is continuing to monitor significant delays in the United Arab Emirates at the DDU Service Level. Delays for DDU packages can lead to delivery 4-6 weeks after the Expected Delivery Dates on the customers tracking page.


Please contact us if you would like to turn off DDU service to the United Arab Emirates and allow customers to checkout with Passport's DDP service. This service level includes delivery confirmation from a private carrier and ensures a more reliable experience for your customers shipping to United Arab Emirates.

 

Australia

Expanded Delays

Expect delays of up to 25 business days

 

Delays in Australia continue due to a combination of factors:

  • Restrictions in the state of Victoria and city of Melbourne. These can lead to parcels being processed and delivered from an alternate location. 
  • Reduction in flights from the USA to Australia. All carriers are working to secure additional uplift to service Australia and New Zealand over the next few weeks.
  • Australia Post has also reduced its staffing to maintain social distancing practices, which means that once the parcels make it to Australia, they are slow to be processed and delivered.
  • Hygiene requirements have shortened the hours each sortation facility as Australia Post has implemented dedicated shift start times to reduce cross over of workers. 

Melbourne: Expect delays as Melbourne begins to receive some of the Perth volume and begins reopening after stage 3 & 4 restrictions. Please be aware that normal ETAs will not apply.

 

Perth: Currently experiencing extended delays of 4+ weeks due to closures in other areas increasing volume. Currently, this volume is going to be moved to Melbourne to clear the backlog more quickly. 

 

Sydney: Expect up to a 25 day delay in processing as a backlog of parcels is cleared in Sydney. 

 

Victoria: The Victorian Government recently reopened in early October. Expect continued delays as Victoria ramps back up. 


Australia Post has advised that written proof of delivery is suspended, until further notice, for inbound items. Expect delays in delivery.

 

 

 

New Zealand

Significant Delays Continue

Expect delays of up to 15 business days

 

There are major international delivery delays with parcels arriving in to NZ from overseas due to insufficient airfreight capacity and government restrictions. Items shipped to New Zealand are delayed up to 15 business days. 

 

 

Destination Country Scanning Issues

 

We have been alerted that some destination countries practicing contactless delivery have suspended written proof of delivery, which means that accurate delivery scan data may not be provided. 

 

This applies to parcels bound for Australia, Canada, Hong Kong, The Netherlands, Singapore, and Russia.

 

SUSPENDED DELIVERY:

Some countries are beginning to suspend delivery services. The US Postal Service will continue to accept and process mail destined for the aforementioned countries. This mail will be held within the USPS network and will be delivered once mail service is restored. However, KontrolFreek recommends customers from the following countries not place orders for the time being until we have been alerted that services are resumed.

FULL SUSPENSION OF SERVICES:

Spain

American Samoa

Azerbaijan

Bangladesh

Botswana

Cambodia

Chad

Cook Islands

Costa Rica

Cuba

East Timor

French Polynesia

Grenada

Guatemala

Guinea

Honduras

India

Kuwait

Latvia

Lebanon

Liberia

Libya

Libyan Arab Jamahiriya

Madagascar

Mauritius

Mongolia

Oman

Panama

Portugal

Papua New Guinea

Republic Of Congo

Samoa

Senegal

Seychelles

Sierra Leone

Sint Maarten

Solomon Islands

South Africa

South Sudan

Tajikistan

Timor-Leste

Turks & Caicos

United Arab Emirates

Vanuatu

Yemen

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Orders placed between 5:00AM (EST) on Fridays and 5:00AM (EST) on Mondays will be processed for shipment on Monday mornings. We do not process orders for shipment on Saturdays, Sundays, or on postal holidays!

When ordering from outside of the United States, customers are responsible for paying any and all customs fees associated with the importing of your order as described by the laws of your country.

 

 

FREE SHIPPING EXCLUSIONS

We currently do not offer free shipping to the following countries. 

  • Mexico
  • Russia
  • Brazil
  • Puerto Rico
  • Saudi Arabia
  • South Africa
  • United Arab Emirates 

 Track your orders HERE!

*Customer shipping with standard international shipping will have slower tracking updates once the package has departed the US.

Customer Service Hours are 9:00am - 5:00pm (EST) Monday - Friday.

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