FAQ

Welcome to the metoshop.com Help Center.

You can email us to shop@metoshop.com (Please note that our response time may be up to 3 working days)

We appreciate your patience while we revert to your inquiry and will do everything we can to assist you as fast as possible.

How can I pay on metoshop.com?

At metoshop.com we accept several payment methods.

You can complete your purchase with PayPal or any major Credit or Debit Card provider.

All payments must be received in full prior to dispatch of goods. In case if your payments is declined by your bank, credit card issuer, or our website (metoshop.com) will not fulfill your order.

Did I successfully place an order?

Once the payment completed, you will receive an order confirmation email, if not, please check your “spam-folder”.

How to change or cancel my orders?

If you want to change or cancel your order, please contact our support team via mail (order@metoshop.com) within 2 hours after receiving your order confirmation. If your order status is shipped we can not change or cancel your order.

How long it takes for my orders to be dispatched?

The dispatch (or handling) time is the number of working days taken by metoshop.com to fulfill the order after receipt of your cleared payment.
Metoshop.com estimated dispatch time is 48 hours. Once the goods are shipped, you will receive an email including details regarding shipping confirmation, tracking number(s) and estimated delivery time.

What shipping methods do you offer?

Currently we only offer Standard International Shipping. Your order will be shipped to your doorstep in approx. 4 – 12 business-days. There are no hidden charges.

How long will it take to receive my orders?

Your order will be shipped to your doorsteps in approx 4 – 12 business-days.
If the package(s) is not been delivered within this specified time, feel free to contact our support team via mail (order@metoshop.com) for an update.
The shipping time does not include the dispatch time which is generally 48 hours.

How to track my order?

Once your order shipped out, we will send yo a shipping confirmation email that includes your tracking number and tracking link which help you track your package.

Once the shipping company provides the tracking number, we will send it to you as soon as possible.

Do you have shipping costs?

There are no shipping costs charged.

Are there any additional fees involved in international shipping?

At metoshop.com, products shipped from overseas. In some cases, shipment may be subject to import taxes, customs duties and fees, which are levied once a shipment reaches the recipient’s country. Additional charges with customs clearance must be fulfilled by the recipient.

Unfortunately metoshop.com has no control over the charges, nor can metoshop.com estimate what the additional charges may be as customs policies vary widely from country to country. For more information please contact your local customs office. When customers clearance procedures are requires, it may cause delays beyond our scheduled delivery period. Due to customs regulatory policies, we never list purchased items as a gift or undervalue the product price.

Are all ordered products delivered at once?

It may happen that your ordered products are not collected in one package.

What is “About Returns & Refunds Information”?

If you have received your item and there seems to be something wrong with it and want to claim a return or refund, the Return Policy on our website will get you started in the right direction.

We always take care in selecting high quality and trusted goods to offer them for sale on metoshop.com, however, sometimes things don’t quite go according to plan.

If there is something wrong with the item you received, please contact our support team via mail (order@metoshop.com). Please provide us with images of your defective or damaged item. In most cases we will send you out a replacement, however, some orders are subject to a 100% refund.

What should I do if items received are not satisfaction?

If you are not satisfied with the item and want to request a refund. Firstly, please check our “Return Policy” to ensure if the return is applicable for your order.

Secondly, you have to claim your refund within 30 days from dispatch date.

Thirdly, yo may be eligible for a refund or exchange depending on your situation and the type of item you purchased. At metoshop.com, we reserve all the rights to charge a handling fee on all items returned for non-quality issues. Under any circumstance, we will not refund the original shipping cost.

What should I do if I have received the wrong order or items?

If you have received an item that you did not order or somebody else’s order entirely, please contact our support team via mail (order@metoshop.com).

To help our support team to know what problem you have, please kindly attach some clear photos of the incorrect order or items you have received.

Perceived color differences due to the display settings of your computer monitor are not reason for a change or refund.

What should I do if and item in my order is missing?

For logistical reasons, items in the same order will sometimes be sent in separate packages, so they get to you faster. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once – they are on the way.

If you are certain that an item is missing from your order, please contact our support Team via mail (order@metoshop.com) as soon as possible. We will be happy to track it for you. Once we are confirmed that an item was missing, either we will refund you the item cost or send you a replacement 100% free of charge.

What should I do if I received a defective or damaged item?

If the item you received is damaged or defective during shipping, you are eligible for a replacement.

Please contact our support team via mail (order@metoshop.com) and be ready to provide photos operating videos clearly showing the problem with the item.

Alternatively, you can open the item in front of the delivery person and if you find that it is damaged during shipping, you can recent it. Then you need to contact the support team via mail (order@metoshop.com) as soon as possible.

Metoshop.com offers insurance cover under following circumstances:
Lost in transit: If the product delivery exceeds 30 days than it’s scheduled date metoshop.com will assume product is lost in transit and refund you.
Damage in transit: If the product gets damaged during delivery.

How soon will I receive my refund?

In most cases, we will refund your money within 5 business-days after your refund has been processed. PayPal refunds are instant but refunds to your credit or debit card can take up to 6 business-days.

How do I return the products?

Metoshop.com hopes you will be satisfied with every purchase you make. But if you want to return an item, returns must be prearranged and authorized by the metoshop.com support team via mail (order@metoshop.com).

Within 30 days of receiving the package, please inform us in writing that you are cancelling the contract via email (order@metoshop.com) and return the product to our address: eRocket e.U., Mitterstrasse 5/12, 8055 Graz, Austria.
The cost of shipment is on side of the sender. Shipments with unpaid shipping are not accepted.

Item must be returned unused in its original condition with order confirmation email. The packaging must not be broken wherever applicable.

For more information about the return policy, please check Return Policy.