What are the shipping costs?
Shipping alternatives and rates will show up at checkout, as they are different depending on what country you are shopping from.
What are the delivery options?
Parcels are shipped with GLS to your address, or to a parcel shop. The alternatives available in your country will be shown at checkout. It is also possible to enter an alternative delivery address, for example your work place or a friend or neighbors house.
Do I receive Track&Trace for my parcel?
Yes - when your order is processed, we send you an e-mail containing a link to GLS' tracking of your parcel.
I received a damaged item?
If you receive a damaged item or items, please contact us as soon as possible so we can file a complaint with our carrier. Please send us an e-mail describing the damage, and attach photos of the damaged item(s). We will then file a complaint with our carrier. Your parcel is insured, so you as a customer will not be held liable for any damage done to your parcel during transport. Please keep the packaging until the complaint has been processed by our carrier, as they might need further photo documentation.
Can I pay by card?
Yes - we accept VISA, VISA Electron and MasterCard. Any fees are stated when completing the payment.
Can I pay by invoice after receiving my order?
No - we do not ship orders with an invoice. You can pay by card, or make a payment in advance to our bank account.
There is still a reservation on my card after order cancellation?
Important information regarding orders paid for with MasterCard or VISA Electron, that are cancelled or otherwise not completed MasterCard and VISA Electron works so that the order amount is reserved on the account the second the order is placed. The amount will be reserved for 3-5 work days after order cancellation. Please wait 5 days before contacting us regarding any reservations. The money are reserved by your bank, and CarLab/BoatLab does NOT have access to your money.
Can I pay via online banking?
Yes - you can transfer money to our account in Rinkjoebing Landbobank IBAN DK9076700004598004 BIC/SWIFT RINGDK22 Please input your order number in the message field, so we can register your payment faster.
What is the delivery time?
The delivery time for each item on our website is shown on the product page. These are updated at the best of our ability. Longer delivery times than what is shown on the website can occur.
What is the production time for vinyl stickers and streamers?
Normally, these are made on a daily basis.
Do you have all your items in stock?
No - unfortunately, this would be impossible, as we have over 250.000 items on our web pages combined. You can see inventory status for each item on the product page. Inventory status is updated every 15 minutes around the clock. Please be aware that these times are indicative, and that errors may occur.
How fast do you reply to e-mails?
Normally, we reply to e-mails the same day. If your inquiry requires us to contact a supplier or manufacturer, it might take some extra time. If you think it takes too long, please send us a reminder, so we can expedite the process by contacting our supplier/manufacturer again.
If I want a more specific delivery date for a product, can I contact you?
Yes - feel free to contact us by phone or e-mail if you want to make sure a delivery time shown on the web site is correct.
My parcel hasn't arrived yet?
If you think your parcel should have arrived, and have waited more than 10 work days, please contact us so we can make an inquiry with our carrier.
What are the office opening hours?
E-mails and phone calls are answered between 0800 and 1600 every work day. Please be adviced that our warehouse is processing orders after office hours, so your order might be packaged and shipped after our office has closed for the day.
How long can I make a complaint on an item?
You have the right to complain about an item for 2 years after receiving the item. During this period, you can complain about manufacturing defects. If your complaint is refused, we can ship the item(s) back to you at your own expense. Refused complaints are kept in the warehouse for two weeks, after which we dispose of the item(s).
My complaint has been refused?
Your complaint might be refused if the product malfunction or fault is not related to manufacturing. If your complaint is refused, we can send you the item(s) back at your own expense. Refused complaints are stored in the warehouse for two weeks, after which we dispose of the item(s).
Right of return?
After receiving the last item on your order, you have the right to return one or more items from the order for 14 days. Please note that special production items and items cut to length/size will not be returnable, e.g. ropes, cables, fender lists. B2B-sales are non-returnable.
What to remember when returning an item?
You need to fill out our return form, which is sent to you by mail when your order is processed in our warehouse and prepared for shipping. The item must be returned in new condition, and you need to package the item properly so as to avoid any damage to the items. If you return a damaged item, we reserve the right to reduce the value of the item on your credit note or reject your return entirely based on the extent of the damage.
Can you provide a label for return shipping?
If you want to return one or more items, you do this at your own expense. You can choose your carrier freely, but the parcel needs to be shipped directly to our address. We do not pick up parcels that are shipped to a parcel shop.
Items cut to size or opened containers are valued at 0,- EUR if returned
Items that are cut to size, e.g. ropes, cables or fender lists, are valued at 0,- EUR in the event of a return (considered worthless). Fluid containers, e.g. oil, paint, care products) that have been opened are also valued at 0,- EUR in the event of a return (considered worthless).