Shipping policy

Last updated: 30 May 2026

This policy explains how Intellect Device processes and delivers orders. If you have any questions, please visit our Contact Us page or see Section 7 below.

1. Order Processing Time (Handling Time)

We strive to get your order to you as quickly as possible. Order processing time is the time required to prepare your order before it is handed over to the carrier.

  • Online Orders: Intellect Device accepts orders online 24 hours a day, 7 days a week.
  • Free Standard Delivery — Processing Time: Orders are typically processed and dispatched within 1–2 working days.
  • Priority Tracked Delivery — Processing Time: Priority orders are processed first and are typically dispatched within 1 working day.
  • Operating Days: Monday–Friday (excluding public holidays).
  • Order cut-off time: 17:00 UK time (GMT/BST, as applicable). Orders placed after this time, on weekends, or on public holidays will be processed on the next working day.

2. Shipping Options, Rates & Destinations

We offer two delivery options at checkout: a free standard service available to all destinations, and a faster paid option for those who need their order sooner. Both options include tracking.

  • Free Standard Delivery: Available on all orders to the countries listed at checkout, with no minimum purchase required.
  • Priority Tracked Delivery: A faster tracked delivery option available at checkout as an optional paid upgrade. Priority orders are processed first and dispatched sooner than standard orders.
  • Delivery Cost: Free Standard Delivery is free of charge. The cost of Priority Tracked Delivery varies by destination and is displayed at checkout before payment.
  • Delivery Destinations: We deliver to the countries listed at checkout. If your country is not listed, we do not currently ship to that destination.
  • Carriers: Depending on your destination, we use reputable services such as Royal Mail, USPS, DHL, DPD, GLS, EMS, and other local postal or courier partners.

3. Estimated Delivery Time

Estimated delivery times represent the total time from placing your order to receiving your parcel. They include both the order processing time (see Section 1) and the carrier transit time. All timeframes are in working days.

Estimated delivery times depend on the delivery country, the selected delivery method, carrier availability, public holidays, customs clearance, and local delivery conditions.

The exact delivery options, costs, and estimated delivery times available for your order will be shown at checkout before payment.

Free Standard Delivery

  • United Kingdom: 3–7 working days
  • European Union: 6–14 working days
  • Switzerland, Norway, and other non-EU European countries (as listed at checkout): 7–14 working days
  • United States and Canada: 8–17 working days
  • Australia, New Zealand, and other Asia Pacific countries (as listed at checkout): 8–19 working days

Priority Tracked Delivery

  • United Kingdom: 1–5 working days
  • European Union: 3–9 working days
  • Switzerland, Norway, and other non-EU European countries (as listed at checkout): 4–10 working days
  • United States and Canada: 5–12 working days
  • Australia, New Zealand, and other Asia Pacific countries (as listed at checkout): 6–14 working days

Please note: These timeframes are estimates and may occasionally be exceeded due to customs clearance, flight disruptions, carrier delays, or other factors outside our control. If your item is temporarily out of stock at the nearest fulfilment centre, it will be dispatched from an alternative location, which may affect the delivery timeframe. We will keep you informed at every stage.

4. Tracking Your Order

All orders — both Free Standard Delivery and Priority Tracked Delivery — include parcel tracking. Tracking availability depends on the carrier and destination country. Once your order has been dispatched, you will be able to monitor its progress until it reaches you.

  • Dispatch Notification: Upon dispatch, you will receive a shipping confirmation email containing your tracking number and a link to track your parcel.
  • Tracking Activation: Tracking information may take up to 48 hours to appear after dispatch, depending on the carrier. If your tracking link shows no updates immediately after receiving your confirmation email, please allow this time before contacting us.
  • Tracking Updates: The frequency and detail of tracking updates depend on the carrier and the destination country. Some carriers provide real-time updates at every stage; others update at key milestones only.
  • No Confirmation Email: If you have not received your shipping confirmation email within 3 working days of placing your order, please check your spam or junk folder first. If it is not there, please contact us at support@intellectdevice.com and we will look into this for you promptly.
  • Multiple Items: If your order contains more than one item, they may occasionally be dispatched separately and may arrive with separate tracking numbers.

5. Important Delivery Information

Please read the following information carefully before placing your order. It covers customs charges, delivery address requirements, and what happens if a delivery attempt is unsuccessful.

  • Customs Duties and Import Taxes: The price you pay at checkout covers the cost of your item(s) and the selected delivery option. All prices include any charges that are legally required to be included under applicable law.
    For international shipments, Intellect Device ships on a DAP (Delivered At Place) basis. This means that for orders delivered outside the country of dispatch, additional charges may apply, including customs duties, import VAT, or other government-imposed charges. These fees are determined solely by the customs authority of the destination country and are outside our control.
    These charges are not collected by Intellect Device and are not included in the order total shown at checkout. If applicable, they will be collected by the carrier or local customs authority directly from the recipient.
    We recommend checking your local customs regulations before placing an order. Intellect Device cannot be held responsible for any additional charges incurred after dispatch, or for delays caused by customs clearance.
  • Delivery Address: Please ensure that your delivery address is complete and accurate at the time of placing your order. Intellect Device cannot be held responsible for delays or non-delivery caused by an incomplete or incorrect address provided by the customer. If you notice an error in your delivery address, please contact us immediately at support@intellectdevice.com. Once an order has been dispatched, we are unable to redirect it.
  • Failed Delivery Attempts: If the carrier is unable to deliver your parcel, they will typically leave a delivery notification card or send an email or SMS notification with instructions on how to arrange redelivery or collect your parcel from a local depot or collection point. Please act on these notifications promptly, as uncollected parcels may be returned to us after a set holding period.
  • Returned Parcels: If a parcel is returned to us due to an incorrect address, failure to collect, or refusal to accept delivery, we will contact you to arrange redelivery. Additional shipping charges may apply. If you no longer wish to receive the order, please refer to our Refund Policy.
  • International Shipments: International orders may occasionally experience delays due to customs clearance, flight disruptions, or local postal conditions. These factors are outside our control. However, we are committed to monitoring your shipment and assisting you should any issues arise.

6. Lost, Delayed, or Damaged Orders

While we strive to ensure every order arrives safely and on time, occasional delays may occur due to customs clearance, local postal disruptions, public holidays, or extreme weather conditions. These factors are beyond our direct control. Please refer to the relevant section below depending on your situation.

6.1 Delayed Orders

If your order has not arrived by the end of the estimated delivery window shown at checkout or listed in Section 3 of this policy, please first check your tracking link for the latest status update. Tracking information can sometimes take up to 48 hours to refresh, depending on the carrier.

If there has been no movement on your tracking for more than 5 working days, please contact us at support@intellectdevice.com with your order number and we will investigate with the carrier on your behalf.

6.2 Lost Orders

If your tracking shows no updates and the estimated delivery window has passed, your order may be lost in transit. We are unable to open a formal lost-parcel investigation with the carrier until the following waiting periods have elapsed from the estimated delivery date:

  • United Kingdom: 10 working days after the estimated delivery date.
  • International orders: 20 working days after the estimated delivery date.

Once this period has elapsed, please contact us at support@intellectdevice.com with your order number and we will open a formal investigation with the carrier. If the parcel is confirmed as lost, we will offer a replacement or a refund, in accordance with our Refund Policy and applicable law.

6.3 Damaged Orders

Please inspect your order upon delivery. If your order arrives in a damaged condition, please contact us as soon as possible — and ideally within 3 days of delivery — at support@intellectdevice.com. Contacting us promptly helps us investigate the issue and, where applicable, file a claim with the carrier on your behalf. This recommended timeframe does not limit your statutory rights.

To help us review your claim quickly, please include the following when you get in touch:

  • Your full name and order number.
  • A short description of the issue, including what exactly is damaged or not working as expected.
  • A short continuous video (30–60 seconds) clearly showing the item close-up from multiple angles, the outer packaging, any visible damage, and the shipping label.
  • Where applicable, a clear view of the product serial number or model label.

We recommend recording the video at the moment of opening the parcel and before disposing of any packaging materials. Please retain the product and all packaging until the claim is fully resolved, as the carrier or our team may request additional verification.

We aim to respond to all damage reports within 2 working days of receipt. If your claim is approved, we will arrange a repair, replacement, or refund as appropriate, in accordance with our Refund Policy and applicable law.

7. Contact Information

If you have any questions about delivery or your shipment, or if you have not found the information you are looking for, please do not hesitate to get in touch — we are always happy to help.

Business Hours: Monday–Friday, 09:00–18:00 (UK Time).
We aim to respond to all enquiries within 1 business day.
Please have your order number ready to help us assist you faster.

You may also find the following pages useful:
Refund Policy  |  Terms of Service  |  Privacy Policy

Intellect Device — Delivery Help & Frequently Asked Questions

Below you will find answers to the most common questions about delivery at Intellect Device. If you cannot find what you are looking for, please visit our Contact Us page — we are always happy to help.

Placing Your Order

Is shipping really free on all orders?

Yes. Free Standard Delivery is automatically applied to every order at checkout, with no minimum spend and no hidden conditions. It is available to all destinations listed at checkout. See Section 2 of our Shipping Policy for full details.

What delivery options does Intellect Device offer?

We offer two fully tracked delivery options at checkout:

  • Free Standard Delivery — available to all supported destinations at no charge.
  • Priority Tracked Delivery — an optional paid upgrade for faster handling and dispatch. The cost varies by destination and is shown at checkout before payment.

Both options include parcel tracking. See Section 2 of our Shipping Policy for full details.

Can I change or cancel my order after placing it?

Please contact us as soon as possible via Live Chat, WhatsApp, or email at support@intellectdevice.com. We process orders quickly, so we cannot guarantee that changes can be made once an order has been submitted. If your order has already been dispatched, you will need to follow our Refund Policy.

I haven't received an order confirmation email — what should I do?

Please check your spam or junk folder first. If you still cannot find it, please contact us at support@intellectdevice.com with the name and email address used at checkout, and we will look into this for you promptly.

Delivery Times

How long will it take to receive my order?

Total delivery time includes order processing (1–2 working days) plus carrier transit time. Estimated timeframes by region are as follows:

  • United Kingdom: 3–7 working days (Standard) / 1–5 working days (Priority)
  • European Union: 6–14 working days (Standard) / 3–9 working days (Priority)
  • Switzerland, Norway, and other non-EU European countries: 7–14 working days (Standard) / 4–10 working days (Priority)
  • United States and Canada: 8–17 working days (Standard) / 5–12 working days (Priority)
  • Australia and New Zealand: 8–19 working days (Standard) / 6–14 working days (Priority)

All timeframes are in working days (Monday–Friday, excluding public holidays) and are estimates only. For full details, see Section 3 of our Shipping Policy.

What is the order cut-off time?

Orders placed by 17:00 UK time (GMT/BST) on a working day are processed the same day. Orders placed after this time, at weekends, or on public holidays will be processed on the next working day. See Section 1 of our Shipping Policy for full details.

What is Priority Tracked Delivery and is it worth it?

Priority Tracked Delivery is an optional paid upgrade available at checkout. Priority orders are processed and dispatched before standard orders, resulting in a faster estimated delivery time. The cost depends on your destination and is displayed at checkout before payment. It is particularly recommended if you need your order urgently or are ordering close to a deadline.

Do you ship internationally?

Yes. Intellect Device delivers to destinations across Europe, North America, and the Asia Pacific region. The full list of available destinations is shown at checkout. If your country is not listed, we do not currently ship to that destination. See Section 2 of our Shipping Policy for details.

Tracking Your Order

Will I receive tracking information?

Yes. All orders include parcel tracking. Once your order has been dispatched, you will receive a shipping confirmation email with your tracking number and a link to monitor your parcel's progress. Please allow up to 48 hours for tracking information to become active after dispatch. See Section 4 of our Shipping Policy for full details.

My tracking link shows no updates — is something wrong?

Tracking updates can sometimes be delayed, particularly for international shipments during customs clearance. If you have just received your dispatch confirmation, please allow up to 48 hours for the tracking link to activate. If there has been no movement on your tracking for more than 5 working days, please contact us at support@intellectdevice.com with your order number and we will investigate with the carrier on your behalf.

I haven't received my shipping confirmation email — what should I do?

Please check your spam or junk folder first. If your confirmation email is not there and more than 3 working days have passed since you placed your order, please contact us at support@intellectdevice.com and we will look into this promptly. See Section 4 of our Shipping Policy for more information.

My order contains multiple items — will they arrive together?

If your order contains more than one item, they may occasionally be dispatched separately and may arrive with separate tracking numbers. You will be notified by email for each dispatch.

Delivery Address, Customs & Import Charges

How do I update my delivery address?

Please contact us immediately at support@intellectdevice.com or via Live Chat if you need to update your delivery address. We can only make changes if the order has not yet been dispatched. Once an order has been dispatched, we are unable to redirect it. Please ensure your address is correct before completing your purchase.

Will I have to pay customs duties or import taxes?

This depends on your delivery country:

  • United Kingdom: No customs duties or import taxes apply.
  • International orders (EU, US, CA, AU, and others): Additional charges such as customs duties, import VAT, or other government-imposed fees may apply upon delivery. These are determined solely by the customs authority of your destination country and are not included in the order total shown at checkout. They will be collected directly from you by the carrier or local customs authority.

Intellect Device ships international orders on a DAP (Delivered At Place) basis. We recommend checking your local customs regulations before placing an order. For full details, see Section 5 of our Shipping Policy.

What happens if the carrier cannot deliver my parcel?

If a delivery attempt is unsuccessful, the carrier will typically leave a notification card or send an email or SMS with instructions on how to arrange redelivery or collect your parcel from a local depot or collection point. Please act on these notifications promptly, as uncollected parcels may be returned to us after a set holding period. See Section 5 of our Shipping Policy for more information.

Problems With Your Order

My order is delayed — what should I do?

First, check your tracking link for the latest update. Delays can sometimes occur due to customs clearance, local postal disruptions, or public holidays. If there has been no movement on your tracking for more than 5 working days, please contact us at support@intellectdevice.com with your order number and we will investigate with the carrier on your behalf. See Section 6.1 of our Shipping Policy for full details.

My order hasn't arrived and I think it may be lost — what should I do?

If the estimated delivery window has passed and your tracking shows no updates, please contact us at support@intellectdevice.com. Please note that we are unable to open a formal lost-parcel investigation with the carrier until the following periods have elapsed from the estimated delivery date:

  • United Kingdom: 10 working days after the estimated delivery date.
  • International orders: 20 working days after the estimated delivery date.

If the parcel is confirmed as lost, we will offer a replacement or a full refund. See Section 6.2 of our Shipping Policy and our Refund Policy for full details.

My order arrived damaged — what should I do?

Please inspect your parcel upon delivery. If it has arrived in a damaged condition, please contact us as soon as possible — and ideally within 3 days of delivery — at support@intellectdevice.com. To help us process your claim promptly, please include:

  • Your full name and order number.
  • A brief description of the damage.
  • A short continuous video (30–60 seconds) showing the item, the outer packaging, any visible damage, and the shipping label.

Please retain all packaging until the claim is fully resolved. We aim to respond within 2 working days. See Section 6.3 of our Shipping Policy and our Refund Policy for full details.

Still Need Help?

If you haven't found the answer you were looking for, the Intellect Device support team is here to help.

Business hours: Monday–Friday, 09:00–18:00 (UK Time). We aim to respond to all enquiries within 1 business day.