Delivery and Shipping

DELIVERY AND SHIPPING

We ship from Italy using carefully chosen couriers. You will always find the cost and available options at checkout, before payment. All shipments are tracked and delivered door-to-door (to your address).

Shipping partner: mainly Poste Italiane – service info: poste.it/pacchi.

Where we ship

• Italy (home delivery).
• EU (international shipping).
• Non-EU (we ship worldwide only where permitted by the legislation of the destination country and where the product is deemed suitable under local certifications and restrictions).

Note: some European non-EU countries (e.g. the United Kingdom) fall within our pricing “zones”, but are treated as Non-EU for VAT and customs purposes.

Delivery service

We exclusively offer a door-to-door service (delivery to your address). Collection points, lockers or additional shipping options are not available.

Tracking and updates

• When the parcel is handed over to the courier, you will receive a tracking code to monitor the shipment status.
• Please always check that your address, phone number and e-mail are correct: they help us and the courier to deliver without delays.
• With our courier we automatically provide an SMS and e-mail notification service, so you can follow the shipment status and, where available, get in touch with Poste Italiane.

Order acceptance, preparation and indicative delivery times

• Order acceptance: an order is considered accepted when payment has been received and the order status changes to payment accepted.
• Preparation: for items in stock, usually within 24/48 hours, up to a maximum of 2 working days.
• Procurement (if required): indicative lead time 2–7 working days; you will always be notified via the standard e-mail communications.
• Italy: indicative average time 24/72 working hours.
• EU: indicative average time 3/7 working days.
• Non-EU: times vary depending on the country and customs procedures (indicatively up to 20 working days, depending on destination).

The times indicated are estimates and may vary due to seasonal peaks, remote areas, exceptional events or customs checks.

Availability and pre-orders

• If a product is out of stock, you may still be able to purchase it as a pre-order (when allowed at checkout).
• If an order contains products with different lead times, we normally make a single shipment once all items are available. If you prefer separate deliveries, you can place two separate orders (one for in-stock products and one for pre-order products).

Packaging and safety

• We prepare the packaging and secure the goods based on the type of products ordered. We apply a fixed contribution of € 2,00 for packaging on each order.
• Italy/EU: € 2,00 + 22% VAT = € 2,44 (indicative amount). Non-EU: € 2,00 (0% VAT).
• If an order requires additional protection (e.g. bulky or particularly delicate items), we may request an extra amount to create a separate parcel. The request will be communicated and agreed by e-mail before shipment.

Shipping prices and taxation

• Italy and EU countries: shipping costs are shown with a base amount and a total including 22% VAT. The total is always shown at checkout before payment.
• Non-EU: we do not apply VAT on shipping (0% VAT). The total is always shown at checkout before payment.

In the event of differences between the tables and the checkout, the amount shown at checkout always prevails.

Customs, duties and responsibility (Non-EU)

• For Non-EU shipments, any duties, taxes and import charges are payable by the recipient, according to the rules of the destination country.
• Any documentation requests will be prepared by us and shared with the customer where required.
• For Non-EU shipments, once the goods are handed over to the courier, customs procedures and final delivery depend on local authorities and the recipient; after customs clearance, they will no longer be under IdroIndoor’s control.
• We ship only goods that are compliant with the legislation of the destination country; in the event of local restrictions or prohibitions, we may contact you to adjust or cancel the shipment.

Orders that cannot be shipped for legal or technical reasons

If, after payment, an order is deemed non-shippable (due to destination restrictions or product features/certifications), we will contact you by e-mail to arrange a solution (possible replacement or cancellation of the non-shippable items only). In some cases, a partial refund may be issued, with deduction of the collection/transaction fees incurred for the payment, as stated in our Terms and Conditions. For these reasons, we recommend contacting us via our contact page.

Loss, delays and insurance

Conditions and remedies vary depending on customer type: B&C (consumer) and B&B (professional/business).

B&C sales (Consumers)

• Loss: in the event of non-delivery, IdroIndoor will open an investigation with the carrier. If the loss is confirmed (or delivery is objectively not feasible), we will, at the customer’s choice, arrange a replacement shipment or a full refund of the order. This is without prejudice to the cases governed by the section “Orders that cannot be shipped for legal or technical reasons”.
• Italy and EU: the process follows the steps above (carrier investigation and commercial solution), with no customs procedures.
• Non-EU: customs clearance may affect timings. Any duties, taxes and import charges remain payable by the recipient under the rules of the destination country. In the event of documentation requests, we will provide support and the available documentation.
• Delays: delivery times are indicative. We are not liable for delays due to force majeure, exceptional events, seasonal logistical peaks or customs procedures (Non-EU). In any case, if delivery does not take place within the stated/indicative timeframes, the customer may contact us so we can carry out checks and assess the most suitable solution.
• Insurance: any optional additional insurance cover, if available and chosen at checkout, does not limit consumer rights, but may affect the method and timing of handling compensation with the carrier.

B&B sales (Professionals / Businesses)

• Loss and damage: in the event of non-delivery or damage, IdroIndoor will open a trace/claim procedure with the carrier and, where applicable, a compensation procedure. Compensation is granted within the limits set by the applicable international conventions (e.g. CMR for road transport or the Montreal Convention for air transport) and/or, if taken out at the time of ordering, according to the limits of the optional insurance policy.
• Transfer of risk (B&B): unless otherwise agreed in writing, in B&B sales delivery may be deemed completed upon handover of the goods to the carrier, and the risk may transfer to the buyer from that moment. Any different terms (delivery terms/Incoterms/agreements) must be expressly agreed.
• Delays and customs (Non-EU): IdroIndoor is not liable for delays due to seasonal logistical peaks, force majeure or customs clearance procedures. Any duties, local taxes or administrative charges related to customs clearance are payable by the recipient under the rules of the destination country and the applicable commercial agreements.

Note: if the customer requests a carrier different from those proposed/managed by IdroIndoor, or provides specific shipping instructions, the allocation of responsibility and risk may vary depending on applicable law and the agreements in place.

Failed delivery, incorrect address and holding at the depot

• If the recipient is unavailable, the courier may attempt delivery again or place the shipment on hold (held at the depot) according to its procedures.
• Any return or re-delivery costs due to an incorrect address, unreachability or failure to collect a held shipment may be payable by the recipient.
• If the shipment is returned due to incorrect details or failure to collect, the customer may request a new shipment at their own expense or arrange collection using their own courier. Any costs charged by the carrier for return or handling may be passed on to the customer.

Package damaged on delivery (priority clause)

• If the parcel shows signs of impact or tampering, always sign with the wording “Con riserva di controllo”.
• Before opening the parcel, record a video clearly showing the condition of the packaging upon delivery, the opening process, and the condition of the contents inside.
• If a product is damaged, record a separate video also showing the product.
• Send the videos and details to info@idroindoor.com as soon as possible.
• Please consult the dedicated information on this point on our Terms and Conditions page.

Without a signature with reservation and/or suitable video evidence, it may not be possible to open a damage claim with the courier; this may affect any request for re-shipment or refund, which may therefore not be possible.

Italy shipping (door-to-door)

Indicative amounts in €. For Italy we show both the base amount and the total including 22% VAT. The final total is always confirmed at checkout.

International shipping (door-to-door)

International rates depend on weight and zone. In the table below, for each amount you will find:

Base amount (price excluding VAT).

• EU: total including 22% VAT (applies only if the destination is an EU country).
• Non-EU: total with 0% VAT (for Non-EU destinations, the total matches the base amount).

The amount and taxation calculated at checkout, based on the selected country, always prevail.

Examples (1 kg shipment):

• Austria (Zone 1 – EU): 12,65 € base → 15,43 € incl. VAT.
• U.S.A. (Zone 8 – Non-EU): 42,00 € (0% VAT).

International price table (1–30 kg)

See Countries and Zones table

Zones are used to calculate the international rate. The final allocation is always confirmed at checkout. If your country is not listed or you have specific requirements, please contact us before placing your order.

Advice at the time of delivery

When receiving the parcel, we recommend signing with the wording “Con riserva di controllo”, so you can check the integrity of the contents before final acceptance.