Orders and shipments
WHEN WILL YOU SHIP MY ORDER?
From the receipt and payment of the order we will process it in 3-4 working days (timing may vary depending on the brand).
Once all the items ordered have arrived at our warehouse, the order is processed and shipped in a single shipment.
QUALI SONO I TEMPI DI CONSEGNA?
Dal ricevimento dell'ordine e del pagamento elaboreremo il tuo ordine in 2-3 gg lavorativi (le tempistiche possono variare a seconda del marchio). Una volta che tutti gli articoli ordinati sono arrivati presso il nostro magazzino, l'ordine viene processato e spedito in un'unica spedizione con il corriere espresso GLS.
- In Italia vengono generalmente consegnati entro 24/48h lavorative.
- In caso di spedizione verso le isole, il sud e le località periferiche la consegna potrà avvenire anche in 72h lavorative.
- Per le spedizioni internazionali i tempi di di consegna variano a seconda dello Stato, mediamente sono di 3/5 gg in Europa
IS IT POSSIBLE TO ADVANCE THE DELIVERY DATE?
No, because the expected delivery date takes into account the time required for product availability, order processing and delivery by courier.
IF I ORDER DIFFERENT ITEMS ARE THEY SHIPPED TOGETHER?
Different items of the same order will be shipped in a single shipment as soon as they are all available. If you have a particular urgency to receive a particular item you can notify us by filling out the form on the support page or by sending us an e-mail to firstname.lastname@example.org
IN WHICH COUNTRIES ARE DELIVERIES MADE?
We deliver the products with our forwarding agent throughout Italy and in all European Union countries.
HOW MUCH IS THE SHIPPING FEE?
You can check the cost of shipping during the purchase in your cart.
WITH WHICH COURIER IS MY ORDER SHIPPED?
For all shipments we use the GLS express courier. For orders whose volumetric weight exceeds 50 kg, we reserve the right to entrust the order to other couriers.
IS IT POSSIBILE TO CHOOSE THE DELIVERY TIME?
No, it is not possible to choose the delibvery time. If you're not in when your order arrives, you'll be left a card telling you how to rearrange delivery or collection
CAN I CHANGE MY SHIPPING ADDRESS?
IF THE ORDER HAS NOT BEEN SHIPPED YET:
Yes, by contacting customer service. Tell us by filling out the form on the support page or by sending us an e-mail to email@example.com indicating your order number. We remind you that any modification of your order may lead to a delay in delivery.
IF THE ORDER HAS ALREADY BEEN SHIPPED:
No, it is no longer possible to change the shipping address. To avoid delays in the delivery of your order we ask you to contact us for any changes.
CAN I COLLECT MY ORDER FROM YOUR WAREHOUSE, OR COLLECTION POINTS?
No, it's not possible. The delivery of the goods is carried out only by a GLS courier at the indicated address.
ARE DELIVERIES MADE ALSO ON HOLIDAYS?
CAN I PAY CASH ON DELIVERY?
No, at the moment it is only possible to proceed with online payment by credit card.
HOW DO I GET UPDATED ON THE SHIPPING OF MY ORDER?
When your order is shipped we will send you an e-mail confirming the shipment of your purchase. In this communication you will find the tracking link that will allow you to track your shipment.
I HAVE RECEIVED A DAMAGED, DEFECTIVE, WRONG OR MISSING PRODUCT
In the case of items received damaged, defective or wrong, or if items are missing from your order, we ask you to contact customer service who will ask you to send a photograph of the product. Fill out the form on the support page or send us an email to firstname.lastname@example.org
WHO SHOULD I CONTACT FOR PROBLEMS WITH THE ORDER?
You can contact our customer service directly by filling out the form on the support page or by sending us an e-mail to email@example.com. We will reply as soon as possible
CAN I USE TWO DIFFERENT ADDRESSES FOR BILLING AND SHIPPING?
Yes, it is possible. After entering your credit card details, remove the tick from "billing address - Same as shipping" and enter the address to which the invoice is to be made.
HOW CAN I TRACK MY ORDER?
When your order is shipped you will receive an email with the shipment number and the tracking link with which you can follow all the delivery updates.
Order, modify, cancel
CAN I ORDER AN ITEM THAT IS NOT AVAILABLE?
If you are looking for an item but you do not see it available in our product catalog, you can ask us for availability and more information by filling out the form on the support page or by sending us an e-mail to firstname.lastname@example.org
CAN I CANCEL AN ORDER?
CAN I CHANGE THE ORDER?
IF THE ORDER HAS ALREADY BEEN SHIPPED, it is no longer possible to change your order. The items will be delivered to the address indicated. Once you have received your order, you can request a return.
HOW TO REQUEST A RETURN
WHEN CAN I MAKE THE RETURN?
In the absence of these conditions, the refund will be partial or completely absent.
HAVE YOU RECEIVED MY RETURN?
The timing for the delivery of your return to our warehouse is 8-10 working days: if, after this time limit, you are not contacted by our customer service, fill out the form on the support page or send us an e-mail to email@example.com
CAN I CANCEL THE RETURN REQUEST?
Yes, you can cancel the return request by filling out the form on the support page or send us an e-mail to firstname.lastname@example.org specifying in the message "CANCELLATION OF RETURN REQUEST"
Payment and refund
WHAT ARE THE PAYMENT METHODS?
The only available method is payment by credit card.
I CANNOT MAKE THE PAYMENT BY CREDIT CARD
If you are unable to pay with your credit card, fill out the form on the support page or send us an e-mail to email@example.com
WHAT ARE THE REFUND METHODS?
The refund is credited to the credit card used for the purchase.
WHEN WILL I RECEIVE MY REFUND?
From the receipt of your return at our warehouse we will process the refund within 14 days: the timing for credit card crediting depends on the banks which generally take 2/3 working days. We will send an e-mail as soon as the return is processed and the refund has been made.
HOW MUCH WILL I BE REFUNDED?
You will be reimbursed for the cost of the returned item net of discounts or discount codes excluding the return costs that are charged to the customer. The item must not have been used and must be returned inside the original packaging, in good condition, suitable for being put on sale again.
In the absence of these conditions, the refund will be partial or completely absent.
WHY HAVE I NOT BEEN REFUNDED FOR THE RETURN SHIPPING COSTS?
The transport costs for the return of one or more items are charged to the customer, for this reason they are deducted from the amount to be refunded.
HOW WILL I RECEIVE THE RECEIPT OR INVOICE OF THE ORDER?
Your receipt or invoice will never be included in the package. We will send the invoice of the order by the 15th day of the following month to the e-mail address with which you registered on the site. To receive the invoice in advance, you can fill out the form on the support page or send us an e-mail to firstname.lastname@example.org specifying in the subject "INVOICE REQUEST"
Items and warranty
INFORMATION ABOUT AN ITEM
In each product sheet there are all the technical information of the article.
You can refine your search and find all the products of a certain category or application you can help with the filters.
If you do not find the information you are looking for fill out the form on the support page or send us an e-mail to email@example.com specifying in the subject the name of the product you are interested in.
ARE THE ARTICLES ORIGINAL AND NEW?
Yes, all our products are authentic and original. We collaborate with established companies in the sector such as Pedrollo, Rover Pompe and Elentek to ensure the customer the best quality at a competitive price.
ARE THERE OTHER PRODUCTS BEYOND THOSE I SEE ON THE SITE?
If you do not find what you are looking for you can request it by filling out the form on the support page or by sending us an e-mail to firstname.lastname@example.org
WHAT DOES THE WARRANTY COVER?
Supran offers a minimum warranty of 1 year on each product which can be extended up to 24 months overall. After a brief check of the component malfunction, we will replace it.
WHAT ARE THE TIMES OF REPAIRS MADE UNDER WARRANTY?
Warranty repair times vary depending on the manufacturer.
WHAT ARE THE COSTS FOR WARRANTY REPAIR?
Supran reserves the right to verify, after sending a photograph of the item, if a repair under warranty is possible, or if the item is damaged due to improper use of the same. Warranty repair is a free service.
I NEED ASSISTANCE ON A WARRANTED PRODUCT
If you need assistance on a product under warranty, fill out the form on the support page or send us an e-mail to email@example.com.