Delivery Information

Where do we ship?

We ship worldwide.

Depending on the country you live in, you will need to order from the correct shop page...

USA, Canada, Brazil, Chile, Colombia, Mexico, New Zealand, Australia -> click here

Europe, Asia, and all other countries -> click here

Delivery times:

Domestic (USA)

  • Standard Shipping: 3-7 Business Days
  • USPS Priority: 1-3 Business Days

International

  • DHL Global (Default Option): 7-21 Business Days (could take up to 3-4 weeks for certain countries)
  • Fedex International Economy: 4-7 Business Days

Shipping cost:

Domestic Rates (USA)

  • Up to 0.25kg: $2.77
  • 0.25kg - 0.5kg: $4.30
  • 0.5kg - 0.9kg: $7.75
  • 0.9kg+: $9.30

Priority Rates (1-3 Business Days)

  • Up to 0.5kg: $7.25
  • 0.5kg - 0.9kg: $10.28
  • 0.9kg+: $14.90

International Rates*

Varies per country.  All prices are estimated to match the exact cost of shipment.

You will have two options at checkout:

  • Standard: 7-21 Business Days
  • FedEx International Economy: 2-5 Business Days

*Please note that any additional fees due to Customs/Taxes or Fedex fees are the customer's responsibility

Frequency Asked Questions

Did my order go through? I didn't get a confirmation email.

If you did not receive a confirmation email with an order #, your order did not process in our system. It is common for the charge to show up on your credit/debit card bill as a pending charge, but the tendered amount will automatically be refunded into your account (typical time for this is 1-3 business days, depending on your bank). Please try and place your order again, and contact us at customer service for further assistance.

My debit/credit card isn’t working and my order isn’t going through…help!

If the zip code on the billing address and card information field don’t match, our system will not accept your order. Here are a few solutions that have successfully fixed the problem:

  1. Place the order again with the same card
  2. Use a PayPal account
  3. Use a different credit/debit card

If all fails, we can manually process the order; however, the zip code on your payment information needs to match the zip code that you have on your bank account.

How do we treat your information?

We do not store any payment information in our backend system.   Please see our Privacy Policy & Terms of Service for further information:

Privacy Policy

Terms of Service

If there are any issues with your payment card, please contact your bank and/or Shopify directly to resolve any issues.

Why would I pay extra for FedEx International Economy shipping?

Here is the breakdown of the differences in Fedex and DHL Global Mail for our international customers.

Fedex

With FedEx we can guarantee you the following:

  • Door-to-Door Pickup and Delivery
  • 4 to 7 days Transit Time (As quoted by Fedex)
  • Dedicated Local Account Manager
  • Wheels-up customs clearance
  • 24/7 Pro-active Shipment Monitoring and Analysis

*Please note that any additional fees due to Customs/Taxes or Fedex fees are the customer's responsibility

DHL Global Mail

The standard international shipping option, DHL Global Mail offers a variable shipment time – this is why there is a quote of 14-21 business day range for the DHL Global service based on our experience with most countries that we ship to. However, please note that orders can take anywhere up to 3-4 weeks depending on your country.

For more information regarding the DHL Global Mail service, please read under:

Globalmail Packet Plus

http://dhlecommerce-usa.com/international-lightweight-parcel-shipping-with-tracking.aspx

Shipping Regulations per Country

http://pe.usps.com/text/imm/ab_toc.htm

If your country does not have a DHL option during check out, shoot us an email to [email protected] and we can add it onto the list!

International Taxes/Duties

If you've placed an order outside of the United States, your order may be subject to customs fees. Every country has its own set of regulations so please contact your local postal service or customs office to learn more about how your country handles taxes and duties.


Bitbird is not responsible for any additional fees that your country may charge for importing goods, and it is the sole responsibility of the customer to pay customs fees.


Also, please be aware that there may be rare occurrences where customs will delay the transit time of some packages.

Why was my order canceled?

Below are possible reasons as to why your order was canceled/refunded:

  1. You did not respond to an important email from bitbird regarding a time sensitive email.
  2. You may have placed a duplicate order and we automatically refunded it to make sure you were not charged twice.
  3. Your order was flagged as "Highly Fraudulent" and was refunded (in this case, please place an order again and provide us with the following information in the 'Notes' section during checkout):
  • Billing Address
  • Last 4 Digits of Credit Card/Debit Card Used
  • E-mail Address

If you have any questions or concerns please send us an email at [email protected].

What happens if I don't pay my customs fees?

If you do not accept the package due to any unforeseen circumstances, you are responsible for the original shipping charges of your order. This amount will be deducted from your merchandise order if a refund is requested.

Do you have tracking on your shipments?

Yes we do. We offer tracking on all shipments in the United States and other countries we ship to.

Can I ship to a hotel or other temporary address?

If you would like to have an order shipped to a hotel, please contact the hotel to make sure that they can receive packages and that you allow enough time for the package to reach the hotel before you check out. Please be aware that bitbird is not responsible for packages that are lost or misplaced when shipping to a hotel address -- if the package status says “Delivered” and for whatever reason, you were not able to receive it, the package will not be refunded or reshipped.

Lost/Unknown Causes in Shipment

Packages that are either stolen/lost in transit are eligible for reshipment. For your order to qualify for this, your tracking must not have a confirmed 'Delivery' status in the tracking link. Also, if your package does not arrive after the estimated delivery time as mentioned in the Shipping Guidelines, please follow these steps to troubleshoot the issue before contacting us:

  1. Contact USPS (Domestic) or your Local Postal Service (International) to explain the situation and provide them your tracking number
  2. If they are unable to help you, e-mail us at [email protected] with a brief explanation of your situation
  3. We will follow-up with either a refund or reshipment depending on the customer’s request

Within reasonable requests, we will reship your order for free; unless there are items that are out of stock (which we will refund you for that portion). However, please understand that we can only honor one reshipment (via USPS First-Class) per customer. If the reshipment does not arrive at your address, we will refund your order charge (excluding shipping fees).

For our international customers, Fedex International Economy service is recommended to ensure that your package arrives quickly and safely to your destination.

My order was shipped but I typed my address incorrectly...

Please notify us at Customer Service ([email protected]) immediately if you have entered your address incorrectly during checkout.


All orders that have been shipped to an incorrect address will be the customer's responsibility for paying for the shipping fees associated with the order. Once the package returns to our facility, we will refund the order for the total amount that was spent on the payment (minus shipping fees). If your package has already left our facility, please see if USPS (for US-Customers) can intercept your package before returning the package back to our facility.

You can read more about it here: https://www.usps.com/manage/package-intercept.htm We apologize for the inconvenience, but there isn't a similar service for International Customers.

bitbird will not be responsible for packages and/or additional fees that are associated with shipment to an incorrect address.

My Tracking Says 'Delivered' but I didn't receive my package!

Please do the following before contacting Customer Service:

  • Contact your local Post Office and see if the package has arrived at the facility (please give them your tracking number)
  • Inquire any neighboring units, complex management (for apartments/condos), etc. to see if the package has been misplaced

If the package is not found, bitbird will reimburse you for the full amount that was spent on the merchandise in the form of store credit (minus shipping and handling). A tracking link with the "Delivered" message confirms that what we sent out has arrived at the address you provided, but we will cover your cost with store credit in this specific scenario.

Where is my order coming from?

Los Angeles, California USA

Can I retroactively add a discount code?

All discount codes must be applied during checkout, and only orders that are unfulfilled will be eligible for retroactive discounts. Discount code must still be active for it to apply, and time-dependent codes will not be honored unless the purchase was made during the promo period. If you would like to apply a different discount, you will need to place a new order, and cancel the previous order by contacting [email protected] and providing your Order Number.