divestock_us

Frequently Asked Questions

DELIVERY TIME

IN STOCK
If the product is marked “In stock”, it means we have the product in our central warehouse and it will take about 2-5 business days (Monday-Friday) when the product will arrive at our warehouse.
5-10 DAYS
If the product is marked “Availability: shipped in 5-10 days”, it means we will order the product from our supplier and it will take about 5-10 business days (Monday-Friday) when the product will arrive at our warehouse.
2-3 WEEKS
If the product is marked “Availability: shipped in 2-3 weeks”, it means we will order the product from our supplier and it will take about 2-3 weeks when the product will arrive at our warehouse.
BACKORDER
If the product is marked “Backorder” - This means that the product is left on backorder by the manufacturer and it usually takes about 4-12 weeks or longer when it will be available again. (See more details of the backordered product on the bottom of the page.)

If there are products with different availability in your order, we will complete the order once all the products have arrived at our warehouse.

After the product has arrived from the supplier it will take about 1-3 business days (Monday-Friday) to our warehouse to complete the order.
You will receive a shipping confirmation email once your parcel has been dispatched.

SHIPPING OPTIONS AND COST

We will ship your parcel to the delivery address you indicated on the Shipping address form. On our website, the exact shipping cost will be indicated before you finalise your order. All delivery costs are depending on basket size, weight and destination.

Your parcel will be shipped from Estonia using one of the following options you can choose:

For shipments within the European Union:
DHL Express: Transit time is 1-3 business days, depending on the destination country.
DHL Economy: Transit time is 2-6 business days, depending on the destination country.
DPD: Transit time is 2-7 business days, depending on the destination country.
Itella: Transit time is 4-10 business days, depending on the destination country.
Omniva (local postal service): Only for orders which are under 1 kg. Transit time is 7-14 days.

For shipments outside of the European Union:
DHL Express: Transit time is 2-6 business days, depending on the destination country.
DHL Economy: Transit time is 5-10 business days, depending on the destination country.

You will receive a shipping confirmation email once your parcel has been dispatched. With all the parcels there is a tracking number and shipping company, therefore you are able to track your order in the shipping company website.

SHIPPING TIME

Shipping time is calculated in business days.
If you can’t find your country on the list below, please contact our customer support - customerservice@divestock.com

Country DHL Express DHL Economy DPD Itella
Andorra 2-3 days 3-6 days - -
Armenia 4-5 days 6-9 days - -
Australia 3-4 days 5-8 days - -
Austria 1-2 days 3-4 days 4-6 days -
Bahamas 3-4 days 4-7 days - -
Bahrain 2-3 days 4-7 days - -
Bangladesh 4-5 days 5-8 days - -
Belarus 5-6 days 7-10 days - -
Belgium 1-2 days 3-6 days 3-5 days -
Belize 4-5 days 6-9 days - -
Bolivia 4-5 days 6-9 days - -
Bosnia and Herzegovina 5-6 days 7-10 days - -
Brazil 4-5 days 6-9 days - -
Bulgaria 1-2 days 5-6 days 5-7 days -
Cambodia 5-6 days 7-10 days - -
Canada 3-4 days 5-8 days - -
Canary Islands 3-4 days 5-8 days - -
Cape Verde 4-5 days 6-9 days - -
Cayman Islands 3-4 days 5-8 days - -
Chile 4-5 days 6-9 days - -
China 3-4 days 5-8 days - -
Colombia 3-4 days 5-8 days - -
Costa Rica 4-5 days 6-9 days - -
Croatia 2-3 days 4-7 days 4-6 days -
Cuba 4-5 days 6-9 days - -
Cyprus 2-3 days 4-7 days - -
Czech Republic 1-2 days 3-6 days 4-6 days -
Denmark 1-2 days 3-6 days 4-6 days -
Dominican Republic 4-5 days 6-9 days - -
Egypt 2-3 days 4-7 days - -
Estonia 1-2 days 1-2 days 1-2 days 1-2 days
Fiji 5-6 days 7-10 days - -
Finland 1-2 days 3-6 days 1-3 days 2-6 days
France 1-2 days 3-6 days 5-7 days -
French Guiana 4-5 days 6-9 days - -
Georgia 4-5 days 6-9 days - -
Germany 1-2 days 3-6 days 3-5 days -
Gibraltar 2-3 days 4-7 days - -
Greece 1-2 days 3-6 days 6-8 days -
Greenland 3-4 days 5-8 days - -
Guadeloupe 3-4 days 5-8 days - -
Guatemala 3-4 days 5-8 days - -
Haiti 4-5 days 6-9 days - -
Hong Kong 2-3 days 4-7 days - -
Hungary 1-2 days 3-6 days 4-6 days -
Iceland 1-2 days 3-6 days - -
India 3-4 days 5-8 days - -
Indonesia 3-4 days 5-8 days - -
Ireland 1-2 days 3-6 days 5-7 days -
Israel 2-3 days 4-7 days - -
Italy 1-2 days 3-6 days 4-6 days -
Jamaica 3-4 days 5-8 days - -
Japan 3-4 days 5-8 days - -
South Korea 3-4 days 5-8 days - -
Kuwait 2-3 days 4-7 days - -
Latvia 1-2 days 3-4 days 1-2 days -
Liechtenstein 1-2 days 3-6 days - -
Lithuania 1-2 days 3-4 days 1-2 days -
Luxembourg 1-2 days 3-6 days 4-6 days -
Macau 3-4 days 5-8 days - -
Macedonia 3-4 days 5-8 days - -
Malaysia 3-4 days 5-8 days - -
Maldives 4-5 days 6-9 days - -
Malta 1-2 days 3-6 days - -
Mauritius 3-4 days 5-8 days - -
Mexico 3-4 days 5-8 days - -
Moldova 3-4 days 5-8 days - -
Monaco 2-3 days 4-7 days - -
Montenegro 3-4 days 5-8 days - -
Morocco 2-3 days 4-7 days - -
Netherlands 1-2 days 3-6 days 4-6 days -
New Zealand 4-5 days 6-9 days - -
Norway 1-2 days 3-6 days - -
Oman 3-4 days 5-8 days - -
Panama 3-4 days 5-8 days - -
Papua New Guinea 4-5 days 6-9 days - -
Peru 3-4 days 5-8 days - -
Philippines 4-5 days 6-9 days - -
Poland 1-2 days 3-5 days 2-4 days -
Portugal 1-2 days 3-5 days 4-7 days -
Puerto Rico 3-4 days 5-8 days - -
Qatar 3-4 days 5-8 days - -
Romania 2-3 days 4-7 days - -
Saudi Arabia 3-4 days 5-8 days - -
Serbia 3-4 days 5-8 days - -
Seychelles 3-4 days 5-8 days - -
Singapore 2-3 days 4-7 days - -
Slovakia 1-2 days 3-6 days 4-6 days -
Slovenia 1-2 days 3-6 days 4-6 days -
South Africa 3-4 days 5-8 days - -
Spain 1-2 days 3-6 days 4-6 days -
Sri Lanka 4-5 days 6-9 days - -
Sweden 1-2 days 3-6 days 2-4 days 3-4 days
Switzerland 1-2 days 3-6 days - -
Tahiti 4-5 days 6-9 days - -
Taiwan 3-4 days 5-8 days - -
Thailand 2-3 days 4-7 days - -
Trinidad and Tobago 3-4 days 5-8 days - -
Tunisia 4-5 days 6-9 days - -
Turkey 1-2 days 3-6 days - -
United Arab Emirates 2-3 days 4-7 days - -
United Kingdom 1-2 days 3-6 days 4-6 days -
USA 2-3 days 4-7 days - -
Vietnam 4-5 days 6-9 days - -

CREATING AN ACCOUNT

Create an account in our webshop to track all your orders and to get information faster.
You are welcome to use the benefits of being a registered customer by creating an account in our webshop. This way you will be able to see the status of your order(s), also you will have an overview of you previous orders at a glance.

DELIVERY EXCEPTIONS

During public holidays and sale period, the delivery times may vary from standard and can be longer than usual.

CUSTOMS FEES AND TAXES

We are located in Estonia which is part of EU monetary territory. That means all inside EU orders include VAT (20%) and all outside EU orders exclude VAT (20%).
We only charge you product + shipping cost in EUR and the amount is visible on the checkout page when you will place the order.

If you are outside the EU, you may be charged for import tax, duty and broker’s fees (calculated in your local currency). You have the option to pay broker’s fee via courier or refuse and settle with customs directly to avoid the processing fees. Duty and import taxes are unavoidable and the amounts charged are at the sole discretion of the Country being shipped to.

Please note, that customs fees and taxes are definitely not related to our webshop, but is implemented by your country government like any other country, for regulating import/export.
Please provide all the necessary documentation to the customs, we are not responsible if you haven’t provided the correct invoices to the customs.

UNCOLLECTED PACKAGES

In the case of absence of the receiver, the courier will insist with several delivery attempts. If after these attempts the delivery is still unsuccessful, the parcel will be sent back to the sender. After receiving the parcel, we will process a refund of the amount paid for the items. The shipping costs will be at the client's expense.

If customer will not accept the package or is not willing to pay for the customs fees and taxes, we will ask to return the package. The shipping/handling costs will be at the client's expense.

PAYMENT METHODS

Divestock offers different payment methods and other local payment methods. Please keep in mind that offered payment methods may vary by the country of destination.

By Credit/Debit card:
We accept Visa, MasterCard, Maestro and American Express. Your Credit/Debit card will be charged at the time of placing your order through our secured payment gateway: Checkout, Adyen, Paymill.

PayPal:
You can pay quickly and securely with your PayPal account or your debit/credit card without sharing your financial information with XWDS Estonia Ou. PayPal uses the latest in data encryption and anti-fraud technology to help keep your information secure, reducing the risk of online fraud.

Klarna:
We offer invoice payments with Klarna Invoice in Sweden, Norway, Finland. Details can be found in the checkout and on www.klarna.com. Please note that when choosing Klarna, your shipping address has to be your registered residence.

PAYMENT FAILED / CAN’T PLACE AN ORDER

Maybe your browser cache has saved your old visits to our webshop, which may affect your purchase.
Quick solution is to try to place an order with incognito mode - http://www.wikihow.com/Activate-Incognito-Mode

ORDER CONFIRMATION

After you have placed an order you will receive an order confirmation email with the order number.

ADDING ITEMS INTO MY ORDER

Each order is being handled as a whole and it cannot be divided, merged or changed in any way.

TRACKING THE ORDER

You can track your order after our warehouse has shipped out your order. We will send you the shipment confirmation email with the tracking number to your email.

Here you can track the order:
DHL Express/Economy - http://www.dhl.com/en/express/tracking.html
DPD - https://www.dpd.com/tracking
Itella - https://www.itella.ee/itemtracking/index-en.html

CURRENCY

All our products worldwide are sold in EUR currency (except customer who are placing an order with Klarna SE or Klarna NOK).
So regardless of which currency you will choose to see for shopping, you will be credited in EUR.
Please note that product prices may fluctuate on a daily basis for other currencies than EUR, due to currency exchange rate fluctuations, as our base currency is EUR.

VAT

We are located in Estonia which is part of EU monetary territory. That means all inside EU orders include VAT (20%) and all outside EU orders exclude VAT (20%).

If you are located outside Europe we only charge you product + shipping cost in EUR and the amount is visible on the checkout page when you will place the order.

VAT FOR COMPANIES

Please kindly register your account in our webshop and provide us your username, your company details including the VAT number.
We will arrange your account to be a VAT free after confirming the VIES VAT number validation.

RETURN POLICY

You are welcome to return your order within 30 days from the delivery of your package. Returning the products is on customers account. All products must be returned in perfect condition.

Products can only be returned for a refund. Refunds will be issued excluding the shipping/return cost once the package has arrived at our warehouse. Divestock will not compensate for returned packages lost in the return shipping. Any shipping charges that may occur when returning products to Divestock are not covered or reimbursed by us. We aim to process returns as quickly as possible, but we do ask for 14 days after receiving your return before you are refunded.

Divestock cannot exchange your product. If you are interested in an alternative product/size, please return your product to us and simply purchase the new order at www.divestock.com

RETURN ADDRESS:

XWDS ESTONIA OU
Purje 9
Harju maakond
Tallinn, 11911
Estonia
Tel +372 5886 3069

You can download the return form here - Divestock Return Form

WARRANTY

All our offered items are covered by the manufacturer's warranty. We offer guarantee service by collecting the affected item(s) at our cost and resend them to the manufacturer as well as process all further handling.
If a fabrication defect is recognized by the manufacturer, all the generated shipment costs, both for the return shipment as for the shipment of the replaced or repaired item, are at our expense.

CANCELLATION

For cancelling the order or an item in your order, please contact our Customer Service customerservice@divestock.com

DISCOUNT CODE

If you are lucky and you have a Divestock discount code, you are able to use it on our checkout page once you will place an order.

GIFT CARD/VOUCHER

If you’re being super generous and buying someone else a Divestock Gift Card, please make sure you get their email address correct! If you get it wrong and the Gift Card is emailed to someone else who uses it, there’s not much we can do.
If you have Divestock Store Credit you can simply use it by adding the code to the discount code box in our checkout page.
Please note that you can use the Store Credit code only one time.

FTA AGREEMENT

Regarding the EU FTA situation, we will make a signed proforma invoice and it will be added automatically to the DHL system.
We are handling all shipments to South-Korea with the proforma invoice as we are aware of the requirements.

We add this information to the proforma invoice:
"We hereby certify that the information on this document is true and correct and that the contents of this shipment are as stated above. The exporter of the products covered by this document declares that, except where otherwise clearly indicated, these products are of Estonia preferential origin."