Shipping Policy

Last updated: April 14, 2025.

Tech10 UG (haftungsbeschränkt) aims to deliver your PlantCam order promptly, safely, and efficiently. This Shipping Policy explains how we process orders, our shipping methods, costs, delivery times, and other important details regarding the shipment of your PlantCam device.

Order Processing

• Processing Time: Once you place an order and payment is confirmed, our team will typically process and package your order within 1–2 business days (Monday through Friday, excluding German public holidays). Orders placed on weekends or holidays will begin processing on the next business day. During peak periods or new product launches, processing might take a bit longer, but we will communicate any significant delays on our website or via email.
• Order Confirmation: After placing an order, you will receive an order confirmation email summarizing your purchase. When your order has shipped, we will send a shipping confirmation email that includes tracking information (see Tracking below).
• Order Modifications: If you need to change or cancel your order, please contact us immediately at [email protected]. We will do our best to accommodate changes before your order ships. However, if the order has already been dispatched, we may not be able to modify it, and you might need to follow the return process for any unwanted items.

Shipping Methods and Carriers

• Primary Carrier: Our primary shipping partner is DHL (Deutsche Post) for both domestic (Germany) and international shipments. DHL provides reliable service and door-to-door tracking. For international deliveries, DHL may partner with local postal services or carriers in the destination country (for example, USPS in the United States, Canada Post in Canada, etc.) to complete the delivery.
• Alternative Carriers: We reserve the right to use alternative reputable carriers (such as UPS, FedEx, TNT, or local courier services) when necessary or more efficient for a given destination. If we use an alternative carrier, we will still provide you with the relevant tracking information. Our choice of carrier is based on factors like destination, shipping speed, reliability, and cost.
• Shipping Options: By default, we offer standard shipping for all orders. In the future, we may introduce expedited or express shipping options for certain regions. If expedited shipping is available, it will be presented at checkout along with any additional cost. All shipping options will be clearly described so you can choose the method that best suits your needs.
• Tracking: All orders, regardless of carrier, are shipped with a tracking number. You will receive the tracking code and a link (or instructions on how to track) in your shipping confirmation email. Please allow a few hours for the tracking information to update after you receive the notification (it might only show origin scan after pickup, etc.). Tracking allows you to monitor the progress of your shipment from dispatch to delivery.

Shipping Costs

• Free Shipping Threshold: We offer free standard shipping on orders with a total product value of €50 or more (after any discounts or coupon codes, and before any applicable taxes or duties). This offer applies to the majority of destinations we service worldwide. If your order qualifies, the free shipping option will be automatically available at checkout.
• Standard Shipping Rates: For orders under €50, a shipping fee will apply. The exact cost depends on the destination country/region and the weight or size of the package. Shipping charges will be calculated and displayed at checkout before you finalize your order. We strive to keep our shipping rates reasonable and transparent.
• Multiple Items: If you order multiple PlantCam units or accessories, our system may consolidate them into a single shipment if possible. In rare cases (due to packaging or stock locations), items might ship separately. You will not be charged extra for multiple shipments beyond what was shown at checkout. We will provide tracking for each package if there are multiple.
• Customs Duties and Taxes: International shipments (especially those outside of the European Union) may be subject to import duties, taxes (e.g., VAT, GST), and/or brokerage fees, which are levied once the package reaches the destination country. These charges are the responsibility of the recipient and are not included in the item prices or shipping costs we charge. Tech10 has no control over these charges and cannot predict their exact amount (customs policies vary widely by country). The carrier (e.g., DHL or its local partner) may collect these fees upon delivery. If you’re unsure about your country’s import fees, please check with your local customs office for information.
  If you refuse to pay import duties/taxes and the package is returned to us, we can refund you the product price minus any return shipping or fees charged to us. Original shipping costs, if any, may not be refundable in such a case.
  For EU customers: Since we ship from within the EU (Germany), orders delivered to other EU countries should generally not incur additional customs duties or VAT upon delivery (those are handled at purchase). The price you pay at checkout includes VAT for EU destinations.
  For customers in other countries: Orders may be delivered duty-paid in some cases or duty-unpaid in others, depending on the shipping arrangements and local laws. We will try to facilitate smooth customs clearance by providing correct documentation and product descriptions on the shipment.

Delivery Times

We work hard to ensure your PlantCam arrives in a timely manner. Below are typical delivery estimates after your order has been shipped (i.e., not including the 1-2 day processing time):

• Within Germany: Approximately 1–3 business days after dispatch.
• Within the European Union: Approximately 3–7 business days after dispatch, depending on the destination country. Neighboring countries (e.g., France, Austria, Netherlands) tend to be on the shorter end (3-5 days), whereas peripheral EU locations (e.g., Finland, Greece, Portugal) may be on the longer end (up to 7 days).
• United Kingdom: Approximately 5–10 business days after dispatch. (Note: Post-Brexit, UK orders may go through customs clearance which can add a couple of days even though we handle the paperwork.)
• North America (USA, Canada): Approximately 7–14 business days after dispatch. Major metropolitan areas may see faster transit, while remote regions or APO/FPO addresses could take longer.
• Asia-Pacific (e.g., Japan, South Korea, Australia, New Zealand): Approximately 10–21 business days after dispatch. This wide range accounts for varying customs processes and distances. Some customers in major cities (e.g., Tokyo, Sydney) might receive packages closer to 10 days, while others in remote areas might approach or slightly exceed 21 days.
• Latin America & Caribbean: Approximately 10–21 business days after dispatch. Times can vary significantly by country due to customs and local delivery speeds.
• Middle East & Africa: Approximately 10–21 business days after dispatch. Certain destinations in the Middle East (e.g., UAE, Israel) might receive packages sooner, whereas deliveries to Africa can be on the longer side of the range.

Please note: These time frames are estimates and not guarantees. Many factors can influence actual delivery times, including: customs processing delays, local holidays, strikes or work stoppages in postal services, weather events, and global events (e.g., pandemics, natural disasters) affecting logistics. During peak shopping seasons (like November/December holidays), carriers may experience volume-related delays. We are not liable for delays caused by external factors, but if you believe your shipment is significantly overdue, please contact us and we will assist in investigating the issue.

Shipping Restrictions

• Countries We Ship To: We currently ship to most countries worldwide from our European distribution center. Our website will typically allow you to select your country at checkout if we can ship there. If your country is not listed, it may be due to shipping or legal restrictions (feel free to contact us if you have questions about a specific location).
• Restricted Destinations: We do not ship to countries or regions that are subject to international trade sanctions, embargoes, or where shipping services are severely limited due to conflict or instability. This includes, but is not limited to:
  • North Korea (DPRK) – embargoed.
  • Iran – embargoed.
  • Syria – embargoed.
  • Russia and Belarus – severely restricted due to EU sanctions and limited logistics (as of [Date], we have suspended direct shipments to these countries).
  • Ukraine (certain areas) – we ship to most of Ukraine, but deliveries to areas under military conflict or not under government control are suspended.
  • Other Warzone/Conflict Areas – e.g., Yemen, Somalia, or any region where carriers have suspended service.
  If you attempt to place an order to a restricted destination, we will notify you and cancel the order with a full refund. We apologize for any inconvenience, but we must comply with legal restrictions and ensure successful delivery.
• PO Boxes and Military Addresses: DHL and most courier partners require a physical street address for international deliveries. We generally cannot deliver to P.O. Boxes (especially internationally) except possibly via local post in certain countries, and even then it’s risky. If you only have a PO Box, consider using a physical address of a friend or work location if possible. For APO/FPO (military) addresses, DHL cannot deliver, but if you need delivery to an APO/FPO, please contact us – we may arrange a handoff to the postal service. Note that delivery times to APO/FPO addresses can be longer and tracking may be limited once handed to military mail.
• Package Forwarding Services: If you use a third-party package forwarding service (e.g., a US address that forwards to another country), our responsibility ends upon delivery to that US address. Using such services is at your own risk. We recommend direct shipping through our services when available.

Address Accuracy

Please ensure that you provide a complete and accurate shipping address at checkout:

• Include any apartment, suite, or unit numbers if applicable.
• Ensure the street name/number, city, and postal code are correct and in the correct fields.
• If your locality has any special designations (like a barangay, prefecture, or state/province), please include those.
• Use the English alphabet for address information (our system may not recognize non-Latin characters). You can provide local language in parentheses if needed, but primary info should be in English transliteration.

Tech10 is not responsible for delays or failed deliveries resulting from incorrect or incomplete address information provided by the customer. Before finalizing your order, double-check your address. If you realize a mistake after placing the order, contact us immediately. If the order hasn’t shipped yet, we can correct the address. If it has shipped, we will assist in intercepting or redirecting the package if possible (carrier fees may apply in such cases, which may be passed on to you if the error was on your part). If a package is returned to us due to an address issue or because it was unclaimed by you (for instance, if customs fees were not paid in time), we will notify you. We can resend the package to a corrected address upon your request, but you will be responsible for the new shipping cost. Otherwise, we will treat it as a return: we will refund you the cost of the product minus the shipping costs we incurred.

Lost, Delayed, or Damaged Shipments

• Delayed Shipments: If your order is taking longer than expected, please first check the tracking information for any updates or notices from the carrier. It’s not uncommon for international shipments to be held in customs for several days without updates. If your package has not arrived within 10 business days beyond the estimated delivery timeframe, feel free to contact us at [email protected]. We will reach out to the carrier to investigate the delay and keep you informed.
• Lost Shipments: A shipment will be considered "lost" if it is significantly overdue and the carrier has no tracking updates for an extended period (usually this might be 3-4 weeks without movement, depending on the route). In the unlikely event that a package is confirmed lost by the carrier, we will either send you a replacement at no additional cost or issue a full refund, depending on your preference and product availability. You will not be left out-of-pocket for products that fail to be delivered due to carrier issues.
• Damaged in Transit: We pack our products carefully, but occasionally shipping damage can occur. If your order arrives and the packaging or the product itself is visibly damaged, please:
  1. Document the damage: Take clear photos of the shipping box (outside), the internal packaging, and the damaged item.
  2. Notify us promptly: Email [email protected] within 48 hours of receiving the package, describing the damage and attaching the photos.
  We will respond with next steps. Typically, we will offer to send a replacement immediately (and arrange return or pickup of the damaged item at our expense, or ask you to dispose of it). In some cases, the carrier may need to inspect the package, so please save all packing materials. We will handle the claim process with the carrier; your cooperation in providing information is appreciated.
  Rest assured, if the product was damaged in transit, you will not have to pay for return shipping or replacement costs. Our goal is to get you a functional PlantCam as quickly as possible.
• Incorrect Items: If you receive the wrong item or an incomplete order (for example, you ordered 2 units but only 1 arrived, or you got a different product by mistake), please let us know immediately. We will correct the mistake at no cost to you. We may ask you to return any incorrect product received, in which case we will provide a prepaid return label.
• Stolen Packages: If the tracking shows delivered but you did not receive the package, first check around your property and with neighbors or building managers. Occasionally, packages are left in safe places or delivered to a neighbor. If you still cannot locate the package, contact us and we will assist. In some cases, we might advise filing a police report (especially if theft is suspected). We will work with you on a case-by-case basis to find a solution, which may include a replacement shipment or other remedy.

Customer Responsibilities

• Customs Compliance: Ensure that importing the PlantCam device is legal in your country and that you comply with any local requirements (some countries have specific regulations on wireless devices or cameras). By ordering, you represent that the product can be lawfully imported to your country. We will do our part by providing accurate customs documentation, but you are responsible for paying any import duties and ensuring compliance.
• Follow Carrier Notices: Once your item is shipped, the carrier might contact you with updates or requests (especially for international deliveries). This could include notices to pay customs fees or to schedule a delivery/pickup. Be attentive to emails, texts, or mail from the carrier. If a package is held because fees are due or additional information is needed (such as ID or tax number in some countries), respond promptly to avoid delays or returns.
• Receiving the Package: Upon delivery, if you are present, inspect the package for obvious damage. If the package is heavily damaged, you have the right to refuse it (it will likely be returned to us). In such a case, notify us and we will handle it. If you accept a package that looks damaged, try to note the damage with the delivery agent if possible.
• Unclaimed Packages: If you are not home during delivery, carriers may leave a notice or allow you to reschedule. It’s your responsibility to follow up and arrange redelivery or pick-up within the carrier’s stipulated time. Unclaimed packages that are sent back to us will be handled as described under Address Accuracy (reship at cost or refund minus costs).

Changes to Shipping Policy

We may update this Shipping Policy from time to time to reflect changes in our shipping practices or carriers. The "Last Updated" date at the top indicates when the last changes were made. Any changes will become effective when posted on our website. For significant changes, we might also notify users via email or a notice on the site. By placing orders after a revision, you acknowledge and accept the Shipping Policy in effect at that time. We encourage you to review this policy periodically, especially if you haven’t ordered in a while, to stay informed of our current terms.

Contact Us

If you have any questions or concerns about shipping, or if you need special assistance with a delivery, please contact us at [email protected]. We are here to help. Whether you need an update on a delayed package, advice on receiving your shipment, or any other shipping-related support, don’t hesitate to reach out.

Mailing Address:

Tech10 UG (haftungsbeschränkt)

Mailänder Platz 11

70173 Stuttgart, Germany

(Please note that this is our office address; do not send returns or correspondence here without instruction, as it is not a processing facility. For returns, see our Return Policy for the proper procedure.)

We appreciate your trust in Tech10 and will do everything we can to ensure your PlantCam arrives promptly and safely.