FAQ

The COVID-19 pandemic is causing significant delays in transit worldwide. In the Netherlands, the coronavirus is now more or less under control. However, many other countries are still facing severe challenges. As a result, strict corona measures remain in place. In many countries, steps have been taken to minimise physical contact when delivering mail and parcels. Recipients in these countries may no longer be required to sign for delivery, for instance. In addition, many countries around the world are taking measures that may affect the processing and delivery of mail and parcels.

I’m expecting a delivery from abroad

Delivery delays due to COVID-19. The situation is constantly changing. PostNL has no influence on this. We cannot guarantee a time of delivery. For business questions, please contact your account manager. Please note; we update this list regularly.

Delayed delivery due to COVID-19

Algeria, Armenia, Argentina, Australia, Austria, Azerbaijan, Bahrain, Belarus, Belgium, Brazil, Belize, Bhutan, Bulgaria, Canada, Central African Republic, Chile, China, Czech Republic, Colombia, Cuba, Curacao, Cyprus, Denmark, Dominican Republic, El Salvador, Estonia, Egypt, Equatorial Guinee, France, French Guyana, Finland, Georgia, Germany, Greece, Hong Kong, Hungary, India, Israel, Italy, Jordan, Japan, Kazakhstan, Kosovo, Lebanon, Lithuania, Latvia, Malaysia, Mexico, Morocco, New Zealand, Norway, Philippines, Poland, Portugal, Russia, Romania, Samoa, Serbia, Singapore, Slovakia, Spain, South Korea, Sweden, Seychelles, Switzerland, Senegal, Solomon Islands, Surinam, Thailand, Tonga, Trinidad and Tobago, Turkey, United Kingdom, Ukraine, United States, Uruguay, Vatican, Vietnam, Zambia. 

In many parts of the world, the strict corona measures affect the delivery of mail and parcels. International deliveries may therefore take longer to arrive, especially mail from Asian countries, such as China. Are you currently expecting a letter or parcel from abroad? Then you may have to wait longer than expected.

No delivery due to COVID-19

Route closed; mail and package delivery not possible. At this time we do not know when the situation changes, nor can we tell you when routes reopen. The situation changes per country. Please note; we update this list regularly.

Antigua & Barbuda, Anguilla, Bahamas, Barbados, Bolivia, Belize, Bermuda, Botswana, Brunei, Cape Verde, Cayman Islands, Chad, Costa Rica, Domenica, Ecuador, Gambia, Granada, Guinee Bissau, Guatemala, Haiti, Honduras, Iran, Jamaica, Kuwait, Laos, Libya, Saint Lucia, Mauritania, Mongolia, Montenegro, Montserrat, Nepal, Niger, Paraguay, Papua New Guinea, Peru, Sierra Leone, Saint Kitts and Nevis, Saint Vincent and the Grenadines, South Sudan, Syria, Tajikistan, Turkmenistan,  Venezuela, British Virgin Islands, Yemen.

Thank you for your patience and understanding under these exceptional conditions.

Read this before making a purchase!

 

The Standard Shipping option provided by PostNL is a cheap, slow way to get your order. These shipments will have no tracking numbers or other trackable identification of any kind, so they cannot be tracked. The estimated transit times for these packages vary based on destination, with domestic (The Netherlands) orders taking 1-3 business days to arrive, European orders 7-16 business days, and orders to the rest of the world taking anything from 2 to 12 weeks. Please allow at least 30 business days before inquiring after a lost package.

The Standard Shipping option is carried as regular letter mail by each country's national postal service. Don't hesitate to contact us if the mail carrier in your area has a habit of bending envelopes, as we'd be more than happy to take additional precautions, such as adding an extra piece of cardboard with print orders and writing instructions in languages other than English on the package.

Most items are shipped from Delft, The Netherlands. Orders are processed as soon as possible, but please note that during the busiest periods (e.g. around the holiday season) it may take up to 10 days for us to get to your order. Thank you for your patience and understanding!

Shipping cost is calculated at checkout based on the size and weight of your order, so the best way to find out the shipping cost for a specific item is to add it to your cart and proceed to checkout.

Customs clearance & service fees

Orders shipped outside the European Union may be subject to import tax.

Tucreate is not liable for customs clearance & service fees as determined by the mail carrier or the destination country's customs officials, and those fees are not a basis for a refund, as they aren't something we're able to control or reliably predict. By making an order the buyer acknowledges the possibility of additional fees upon import and agrees that those fees will be the responsibility of the buyer.

Please note that postage service fees for customs clearance vary wildly, and in some cases may surpass the value of the order. Some of these fees can be avoided by handling customs clearance yourself, if that is possible in your country – contact your local postal office representative or customs official if you're unsure.

FAQ

When will my order arrive?

That depends on your location! We ship most items from Delft, the Netherlands, and naturally the farther away from us you are, the longer it will take for your package to find its way to you.

Please do not enquire after lost packages before at least 30 business days have passed, as delays in the postal system are common and out of our control.

If you need your order by a specific date, e.g. for a birthday present, please consider opting for Express, as exact transit times are impossible to predict when using Standard Shipping.

Why can't I make an order?

Unfortunately after years of unsuccessful attempts to ship items with several different shipping methods we've had to make the difficult decision to stop shipping to certain destinations altogether. These countries include Russia, Mexico, Brazil, and Chile. We apologize for any inconvenience this causes. Thank you for understanding.

Where's my order confirmation?

Check your spam folder! Tucreate will send you automated order and shipping confirmations, but unfortunately many email clients flag messages from Shopify as spam (most notably Gmail). If you think you might have made a typo on your email address, contact us and we'll update your information manually.

I made a mistake when typing my address, how do I fix it?

Contact us via email at send@tucreate.graphics or the shop's contact form and we'll fix it for you!

How do I cancel my order?

If it hasn't been shipped yet, contact us and we'll refund you in full. Refunds can only be issued on the same card or PayPal account that was used when making the order. If your order has already been shipped, you'll need to ship it back to us at your expense and we'll refund you once we receive it and confirm the items haven't been used or damaged. Please always contact us first before returning an item.

When will my order be shipped?

As soon as possible! Usually it will only take a few days to process your order, but during busy periods like the holiday season or special sales campaigns it may take longer, as in general we only have one person in charge of shipping and he's only human. Thank you for your patience!

Where is my tracking number?

Your tracking number is on the shipping confirmation email we sent you (check your spam folder if you haven't received it). If you chose Standard Shipping, your package has no tracking number or other trackable identification of any kind, so it is impossible to track.

I have to pay import tax and service fees for customs clearance! What is that about?

Orders shipped outside the European Union may be subject to import tax, as is the case for most international trade. The tax and other fees are determined by the destination country's customs officials as well as the mail carrier. These fees are not a basis for a refund on our end, as they aren't something we are able to control or reliably predict. By making an order you acknowledge the possibility of additional fees upon import.

Please note that postage service fees for custom clearance vary wildly, and in some cases may surpass the value of the order. Some of these fees can be avoided by handling customs clearance yourself, if that is possible in your country – contact your local post office representative or customs official if you're unsure.

Feel free to contact us with any questions or if you need any specific information to complete the customs clearance process. We're not experts on every country's import requirements but we'll do our best to help.

My order was damaged in the mail, what do I do?

Contact us via email at send@tucreate.graphics or the shop's contact form and include your name, your order number, and a photograph of the damaged item(s) for a replacement or a refund!

I still have questions!

You can contact us via email or the shop's contact form and we'll get back to you as soon as possible! Please note that we won't be able to answer messages during the weekend.

Thank you for reading.

Tucreate