Shipping Policy

WONDERHOUSE shipping policy

The  WONDERHOUSE shipping policy was last updated on January 31, 2022

This Shipping Policy explains how and through which postal or package service we ship your items. You also find here what the average cost of the shipment of your purchased item can amount to. And we give you an indication what the expected waiting time of your package is.

Free Shipping

Free shipping only applies when an item or product is specifically designated with the label free shipping.

Domestic Shipping Policy

Shipment processing time

All domestic orders are processed within 2 to 3 business days.
We are not able to process shipping on weekends and holidays. Depending on adjacent holidays and weekends to the order date, processing may take the extra day. Hence the 2 – 3 days on average.

Shipping during high volume of orders

When we are experiencing a high volume of orders and you could expect any delays for the processing and shipping time, we will notify you through email.

Changes and Delays

Any other changes of shipping service and eventual delays in shipping time  will be notified to you by email.

Exemption of Manufacturing Time for Handmade Items and Items in Consignment

The time to manufacture the item you ordered, whether handmade and/or with your desired material in consignment, is not included inside the processing time of the shipping of the item. You will be notified separately on the expected manufacturing time of your special item through email.

Shipping Rates and Delivery Estimates Domestic Shipping

Shipping Policy inside EU

Shipment processing time

All EU orders are processed within 2 to 3 business days.
We are not able to process shipping on weekends and holidays. Depending on adjacent holidays and weekends to the order date, processing may take the extra day. Hence the 2 – 3 days on average.

Shipping during high volume of orders

When we are experiencing a high volume of orders and you could expect any delays for the processing and shipping time, we will notify you through email.

Changes and Delays

Any other changes of shipping service and eventual delays in shipping time  will be notified to you by email.

Exemption of Manufacturing Time for Handmade Items and Items in Consignment

The time to manufacture the item you ordered, whether handmade and/or with your desired material in consignment, is not included inside the processing time of the shipping of the item. You will be notified separately on the expected manufacturing time of your special item through email.

Shipping Rates and Delivery Estimates EU Shipping

Shipping Policy World, all Other Zones

Shipment processing time

All orders from other zones than domestic or EU origin are processed within 2 to 3 business days.
We are not able to process shipping on weekends and holidays. Depending on adjacent holidays and weekends to the order date, processing may take the extra day. Hence the 2 – 3 days on average.

Shipping during high volume of orders

When we are experiencing a high volume of orders and you could expect any delays for the processing and shipping time, we will notify you through email.

Changes and Delays

Any other changes of shipping service and eventual delays in shipping time  will be notified to you by email.

Exemption of Manufacturing Time for Handmade Items and Items in Consignment

The time to manufacture the item you ordered, whether handmade and/or with your desired material in consignment, is not included inside the processing time of the shipping of the item. You will be notified separately on the expected manufacturing time of your special item through email.

Shipping Rates and Delivery Estimates World Shipping

In General from our Shipping Policy

Overnight Delivery

Overnight delivery is only available for Orders with delivery addresses within the Netherlands.

Delivery Delays

Delivery delays can occasionally occur.

Shipment to P.O. boxes or APO/FPO addresses

The WONDERHOUSE DOES NOT ship to P.O. box addresses  and APO/FPO/DPO addresses. We only ship to physical home residence addresses and physical business residence addresses.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation Email once Your Order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Customs, Duties and Taxes

The WONDERHOUSE is not responsible for any customs and taxes applied to Your Order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes).

Shipping Policy Disclaimer

All our deliveries are serviced by a 3rd party courier. Since they handle all the deliveries, we have no access to it. They will be reaching out to you directly for delivery through your contact number. You may message the rider for the status of the delivery. If you have further questions regarding the delivery, kindly contact them directly.

After your order has been placed, processed and payment approved, your product will ship via common carrier freight or Post.nl or DHL unless otherwise specified. There is a handling fee for all products that are shipped.

The WONDERHOUSE will ship in-stock products within 1-3 business days in most cases. Custom and special order products have longer lead times in most cases, its best to confirm with customer service or your sales rep. It is best to determine product production lead time at the time of order.

Shipping may be more of less depending on the weight and number of boxes. Some small light weight packages could be more and combined packages could be less.  After your order is processed we will email or call you with any change in the shipping 

Firstly, shipping is defined as domestic for orders inside the Netherlands. Secondly, packages and mail with an address inside the EU are designated as EU shipping. Thirdly, orders from outside the EU are designated as World shipping. We define World shipping for the following zones: Africa, Antarctica, Asia, Australia, North America and South America. If you think your designation for your order is not covered by our zone definitions please call our Customer Service for shipping information.

A 20% restocking fee will be charged for all returned items unless certified and verified by our Customer Service. 

Shipping Notification

For normal packages with or without tracking, Post.nl and DHL deliveries do not require a signature at the time of delivery and will be left at the location if no one is present.
Only for certified packages and packages with extra insurance coverage and tracking, Post.nl and DHL deliveries do require a signature at the time of delivery and only be delivered at the location if someone is present.

After the product ships, the WONDERHOUSE will send an email to the customer listed on the billing address of each order. This email will contain shipping information including the shipping or trucking company name, phone number and your shipment tracking number. For online orders that are freight delivery and checked as “Delivery to Residential or Non Loading Dock Business”, a lift gate and delivery appointment will be added to your order. The trucking company will call you to schedule a delivery time window.
For business deliveries with a loading dock that do not need a delivery appointment, we will ask the receiving party listed on the shipping address of the order to contact the trucking company directly. This to coordinate delivery date and time, as the receiving party is required to meet the truck at the time of delivery to avoid redelivery charges.

For all business deliveries via freight truck, the trucking company will assume your business is open and staffed to receive deliveries Monday-Friday during normal business hours. For business delivery appointments it is the sole responsibility of the customer to contact the trucking company to arrange a delivery appointment scheduled to a specific time frame if needed. If not already arranged for a delivery appointment at the time of order. 

Delivery Timing

If you require products to be delivered by a certain date and/or time frame, please call our Customer Service to verify your product availability. Some products that can be ordered online may not be in stock. The WONDERHOUSE does not guarantee at any time a certain delivery date or time frame for delivery for any product or order. Any listed time for a shipping method is an estimate only. For orders with deadlines please order well in advance. The WONDERHOUSE is not responsible for lost, misplaced, or delayed shipments or damaged freight by the freight carriers.

Inspecting your Order for Damage

Please be sure to check all packages for any potential damage during transit. The WONDERHOUSE is not responsible for damaged products due to shipping. It is the sole responsibility of the receiving party to fully inspect the product at the time of delivery for any potential damage. We recommend removing any protective wrapping to fully inspect the product, before the driver leaves. In addition please count the product before signing the Delivery Receipt.

What to do if your Product is Damaged

If the product is damaged in any way, DO NOT REFUSE THE PRODUCT, it is best to receive the product and replacement product will be shipped out to you, please read on. Refusing product by the customer does not excuse the customer of re-deliver or return shipping costs.

When damage did occur during transit, any and all damage must be noted on the Bill of Receipt in detail and signed by the driver. A copy of the Bill of Receipt will need to be faxed, emailed or mailed to The WONDERHOUSE. In order for a damage claim to be filed with the trucking company, on your behalf as our customer. Also, in order for a replacement product to be sent to you as the customer. 

Lift Gate and Inside Delivery Options

Whenever applicable or necessary for packages larger than the standard sizes of Post.nl or DHL, lift gate delivery service is available. This special delivery service is only available at additional cost over and above standard dock to dock business service. Lift gate service is required for all customers that do not have a loading dock or a forklift. If requested and paid for at the time of order, lift gate service will transfer the product off of the truck and onto the curb at the delivery site. This DOES NOT include any inside of home or garage delivery or moving the freight pallet away from the curb.

Additional Accessories Charges

Any and all additional charges that are not paid for already. Or included for free at the time of order. Such as inside delivery. Change of address, residential delivery, limited access, re-delivery, and storage fees will be the sole responsibility of the customer unless stated in the customer order as part of the shipping costs pre-paid for by the customer to the WONDERHOUSE at the time of order.

Limited Access Issues

Package deliveries will arrive, in most cases, in a normal size delivery van. All freight deliveries will arrive, in most cases, in a full size 42 ft tractor trailer truck, (such as long haul trucks you might see on the freeway system). It is the customer’s responsibility to notify The WONDERHOUSE at the time of order, if your delivery location has potential limited access issues, such as in the event the van or the truck cannot reach your location or can not turn around in your area. Any and all re-delivery charges incurred will be billed back to the customer if delivery is attempted and cannot be completed because of unknown limited access issues.

Delivery Refusal

If you, as the the customer refuse delivery for reasons other than those agreed to in writing within the order document. You as the customer will be responsible for all initial shipping and re-delivery charges. It is important to note that freight deliveries are always curbside even when a lift gate option is added to the order. Drivers are not obligated to deliver freight into driveways or garages.  “Curbside” means next to the curb on the street. Inside delivery s not available.

Exemption of Manufacturing Time for Handmade Items and Items in Consignment

The time to manufacture the item you ordered, whether handmade and/or with your desired material in consignment, is not included inside the processing time of the shipping of the item. You will be notified separately on the expected manufacturing time of your special item through email.

Further Questions on Shipping Disclaimer Statements

For further questions regarding the above the WONDERHOUSE Shipping Disclaimer statements please contact our Customer Service.

the WONDERHOUSE
Aldebaranstraat 34
1033 GP Amsterdam
Noord-Holland
the Netherlands

Phone:+31 20 737 18 99

Or through our email address wonderful@thewonderhouse.org