Shipping policy
When will my order be processed?
Most orders are prepared and shipped from our warehouse in Rubí, Barcelona, Spain. The availability, estimated processing time and shipping method are indicated in each product description, as we work with different brands and suppliers and these timeframes may be affected by the availability of the products purchased. If you have any questions, please contact us before placing your order. Please allow additional processing time during holidays, public holidays and promotional periods. We process orders from Monday to Friday. Orders are normally processed within 1 to 2 days from the order date and are usually shipped on the following day after processing. Please note that we do not ship at weekends.
How long will it take to receive my order?
Once you have placed your order, please allow approximately 1 to 2 business days for processing. Depending on the product, each product description indicates the estimated timeframe according to stock availability, supplier and/or type of item. After processing, delivery may take between 3 and 30 business days within mainland Spain. For the Canary Islands, Balearic Islands and international orders, please contact us, as delivery times vary depending on the destination.
Taxes and customs charges on international shipments
Orders shipped outside the European Union may be subject to taxes, customs duties, import fees or handling charges imposed by the authorities or shipping companies in the destination country. These amounts are not included in the price of the products or in the shipping costs paid through our store and, where applicable, must be paid by the recipient.
VIVE POLE cannot calculate these charges in advance, as they depend on local regulations, the declared value, the type of goods and the procedures applied in each country. In the event of refusal, non-payment or unsuccessful delivery, any costs arising from the return, storage or handling of the shipment may be deducted from the refundable amount.
Which shipping companies do we use?
We generally use several shipping companies for domestic deliveries, depending on the type of order, its volume and the combination of products. For "FREE" shipping, we usually use Punto Pack, with an estimated delivery time of 2 to 5 business days. Please contact us before placing your order if you would like to confirm the estimated delivery time. FREE SHIPPING includes shipping costs assigned to each product collection, which are non-refundable in the event of a refund or return. For example: PLEASER between €6 and €9, X-POLE between €40 and €200, Bandurska Design: €13, Pro Aerial Hoop Kits: €40 and €65 for larger sizes.
Shipping conditions
Most shipments from our store are handled by GLS, although we also work with UPS, FEDEX and other shipping companies depending on the location, type of goods and destination. GLS has a 96% delivery performance rate, meaning that in most cases parcels arrive on time or even before the estimated delivery date. This date is an estimate only and does not guarantee delivery on an exact date.
Delays may occur for various reasons, including irregular shipments, human error or variations in the service, and may result in delays of 24 hours or more. Although delays are possible, most deliveries are completed without any issues and within the estimated timeframe.
For this reason, we ship in-stock items with shipping costs starting from €4.95. Standard shipments usually arrive within 24 to 72 hours. We also offer Business services with delivery times of between 24 and 48 hours, as well as an express service of 24 business hours, always subject to the conditions explained above in order to manage expectations and avoid misunderstandings with recipients.
For any questions, enquiries or assistance before purchasing, please contact us.