SHIPPING POLICY

Last updated: August 31, 2026

At POLE™, every order is carefully prepared before leaving our facility in Italy.

This Shipping Policy explains how orders are processed, shipped and delivered. Delivery estimates and shipping rates may vary depending on the destination, order value and shipping service available at checkout.

ORDER PROCESSING

Orders normally require 7–10 business days to be prepared before shipment.

This processing period is separate from the carrier's delivery time and begins once your order has been successfully confirmed.

During periods of particularly high demand, collection launches, public holidays or other exceptional circumstances, preparation may require additional time.

Once your order has been shipped, you will receive a shipping confirmation email containing tracking information where available.

DELIVERY TIMES

Estimated transit times after dispatch are generally:

Italy
Approximately 2–5 business days

European Union
Approximately 3–7 business days

United Kingdom
Approximately 4–8 business days

Canada
Approximately 5–10 business days

United States
Approximately 5–10 business days

Rest of the World
Approximately 5–12 business days

These estimates refer to the time after the order has been dispatched and do not include the 7–10 business day preparation period.

Delivery times are estimates rather than guaranteed delivery dates. Customs procedures, carrier disruptions, adverse weather, public holidays, periods of exceptional demand or circumstances outside our reasonable control may affect delivery times.

Where applicable, the estimated shipping service available for your specific destination will also be displayed at checkout.

SHIPPING RATES

Shipping costs are calculated according to the delivery destination and order value and are displayed before the order is completed.

Current standard rates include:

Italy
€4.90
Complimentary shipping on orders of €79 or more

Canada
€19.90
Complimentary shipping on orders of €120 or more

Rest of the World
€29.90
Complimentary shipping on orders of €200 or more

Rates, thresholds and available shipping methods may be updated from time to time. The shipping rate and conditions displayed at checkout at the time of purchase always apply to the order.

TRACKING

When tracking is available, a tracking link will be sent to the email address associated with your order once the parcel has been handed over for shipment.

Tracking information may require some time to become active after the shipping confirmation has been issued.

Carrier tracking information represents the latest information made available to POLE™ by the relevant shipping provider.

DUTIES, TAXES & CUSTOMS

Orders shipped within the European Union are handled according to the applicable EU VAT rules.

For deliveries outside the European Union, the destination country may impose customs duties, import taxes, VAT, handling charges or other local fees.

Unless explicitly stated at checkout as included in the purchase price, these charges are not included in the product or shipping price and may be payable by the recipient directly to the relevant customs authority, carrier or other competent entity.

POLE™ does not control charges imposed by authorities in the destination country and cannot predict their amount.

Customers are responsible for ensuring that the products ordered can lawfully be imported into the destination country and for complying with applicable local import requirements.

DELIVERY DELAYS

Occasionally, a shipment may take longer than expected.

Delays caused by customs clearance, local authorities, carriers, weather conditions, transport disruptions, public holidays or other circumstances outside POLE™'s reasonable control may affect the estimated delivery date.

If your tracking has not been updated for an unusual period of time or your parcel appears to be significantly delayed, please contact us. Where appropriate, POLE™ will contact the carrier and open an investigation.

A delay does not automatically mean that a parcel has been lost.

Nothing in this section limits any mandatory rights available to consumers under applicable law.

LOST PARCELS

If you believe your parcel has been lost, contact POLE™ as soon as reasonably possible.

We may ask you to provide your order number, delivery details and any information reasonably necessary to investigate the shipment.

POLE™ may open an investigation with the carrier before determining the appropriate resolution. Carrier investigations can require additional processing time.

Where a shipment is confirmed as lost, POLE™ will provide the remedy required under applicable law and, depending on the circumstances and availability, may arrange a replacement or refund.

For consumers where applicable, risk of loss or damage remains with POLE™ until the goods are physically received by the customer or a third party designated by them, except where otherwise provided by applicable law.

DAMAGED PARCELS

If your order arrives damaged, please contact us as soon as possible after delivery.

To allow us to investigate the issue properly, we may request:

• your order number;
• photographs of the external packaging;
• photographs of the shipping label;
• photographs or video showing the damaged product; and
• any other information reasonably necessary to assess the claim.

Please retain the original packaging until the issue has been resolved, as it may be required for the carrier investigation.

This procedure does not affect any mandatory statutory rights you may have.

INCORRECT OR INCOMPLETE ADDRESSES

Customers are responsible for providing complete and accurate shipping information at checkout.

If you notice an error in your delivery address, contact us immediately.

We can attempt to modify the shipping address only while the order has not entered preparation.

Once preparation has started, we cannot guarantee that an address can be changed. Once the parcel has been dispatched, any modification will depend on the carrier and may not be possible.

POLE™ cannot guarantee reimbursement of additional shipping costs resulting from an incorrect or incomplete address supplied by the customer, to the extent permitted by applicable law.

If a parcel is returned to us because of an incorrect or incomplete address, failed delivery attempts, refusal of delivery or failure to collect the parcel, we will contact you regarding the available options. Additional shipping charges may apply where a new shipment is requested.

REFUSED OR UNCLAIMED SHIPMENTS

If a shipment is refused, not collected or returned to POLE™ by the carrier, the parcel will be processed once it has physically returned to us.

Any refund, reshipment or applicable deduction will be handled in accordance with applicable consumer law and our return/refund policies.

For international orders, customs charges, return-to-sender costs or other costs imposed by third parties may not be recoverable by POLE™ and will be handled as permitted by applicable law.

MULTIPLE SHIPMENTS

In certain circumstances, items from the same order may be shipped separately.

If this happens, you may receive more than one shipping confirmation or tracking number. You will not be charged additional shipping costs solely because POLE™ chooses to divide an order into multiple shipments.

ORDER CHANGES

Once an order has entered preparation, we cannot guarantee changes to the products, sizes, quantities, delivery address or other order information.

If you need to request a change, contact us as soon as possible. We will attempt to accommodate the request where operationally possible, but acceptance of a modification cannot be guaranteed.

CONTACT

For questions regarding shipping or an existing order, contact:

POLE™ Customer Service
founder@pole-engine.com

Please include your order number when contacting us about an existing purchase.