Shipping & Returns

Rack Extensions & ReFills

Software & Hardware Products


Shipping & Returns

Where is my order?


  • What shipping methods do you offer?

    While most of our products are offered as downloads, some hardware items are still physically  delivered. In which case we offer three different shipping methods: Read more…

  • What is your return policy?

    If you are dissatisfied with a shipped item you’ve purchased from us, return it to us within 30 days for a full refund. If you want to return a purchased item, start by e-mailing us to receive further instructions. Please note that we will only refund the full price for the product, not the shipping and handling fee. This return policy does not apply to downloadable products such as ReFills or Rack Extensions.

  • additional customs tax, import tax or things like that?

    For software to the EU and the US:
 The answer is no! Read more…

  • I didn’t get a tracking number for my order!

    If you did not receive the shipping mail containing your UPS tracking number, you can log in to your account and go to Your Orders to obtain your tracking number. Read more…

  • I have received a shipping confirmation, but the package has not arrived within expected time!

    Delivery time varies a lot. We ship all orders as fast as we possibly can, but other things can happen after that. Sometimes, packages get stuck in customs. The customs in your country might want to open the package and examine the contents. This usually doesn’t cause any delay, but in some cases the customs people might hold on to the package for some time before they release it. We have no control over that. If you have selected UPS shipment and the package doesn’t show up, it’s possible that your local UPS office has been unable to reach you. Maybe you forgot to fill in your phone number on the order form. Maybe you were not home when UPS called or visited. In any case, it’s a good idea to call your local UPS office (you’ll find the telephone number at and/or use the UPS tracking function to locate your package.

  • I have ordered an item that will be shipped to me. What will happen to my order after it’s been submitted?

    When you submit the final confirmation the server will check your credit card info as well as your account status (making sure there is enough money on the account). If your order is approved, you will receive an order confirmation via e-mail in just a few moments. Read more…