General Questions
For standard shipping, orders will be delivered by the national postal service of the destination country. For shipping outside the United States, you might be required to sign on the package to receive the item and thus please choose an address that someone is available to receive the package during business hour.
For expedited shipping, orders will be shipped using various delivery services, depending on the destination. The shipping fee may varies by destination and the size of your order. Shipping fees and the service provider will be communicated to you beforehand.
1. Do you ship internationally?
Yes, we offer worldwide shipping!
2. How long does it take before my order gets shipped?
Orders are dispatched from our facility as soon as they have been registered. However, please bear with us in case we are spending extra time in checking / perfecting your items, particularly during the peak season around end of the year.
3. After the goods are dispatched, how long does for standard shipping to deliver the package?
The estimated delivery time displayed on the tracking page includes the preparation time to dispatch and also the shipping time altogether. The delivery time will vary a lot from country to country and from parcel to parcel. In short, the shipping time alone will always be calculated for each new request and communicated to you.
4. What shipping carriers do you use?
NEW ZEALAND: We use various freight providers depending on how time-sensitive your order is. Our main providers are Mainstream and Mainfreight however we also use New Zealand Couriers and Post Haste.
AUSTRALIA: To ensure you receive the best service for your location, we use a range of different freight providers including PFM, Northline, TAS Freight and TNT Express.
UNITED STATES/CANADA: To ensure you receive the best service, we use FedEx, Mainfreight and TNT.
U.K/EUROPE/U.A.E./REST OF WORLD: To ensure you receive the best service, we use FedEx, Mainfreight and TNT.
Tracking & Delivery
We know you're excited about your new purchase!
1. When will my order be shipped?
We will send you shipping details once a tracking number has been assigned to the order and let you know what items have left the factory.
2. Can I change my delivery address?
Yes, you may change your delivery address (assuming your order has not been delivered). We recommend calling us immediately upon realising that the address may be wrong with your order. If your order is already in transit, there may be additional freight charges incurred. Please contact us directly for help.
3. How can I track my order?
Once our warehouse team has picked your order and organized the dispatch you’ll receive an automatic email from the freight provider your umbrella is booked with. This email will contain your tracking link and tracking number.
The tracking link won’t show tracking information until your goods have been collected by the courier. This should usually be the same day. Please be aware that you may not see tracking progress until 24 hours of you receiving the automatic email.
For orders going overnight with our freight providers, once your order has been dispatched, you will receive your tracking details in an email from our Customer Service team.
If there is still no tracking progress showing after 24 hours of you receiving your tracking link, please email: support@globaltransatlanticlogistics.com quoting your tracking number if possible.
4. How do I know if I have received my complete order?
When your order is paid for, you will receive an email from our accounts team with your invoice and tracking number. Using this number on our tracking page will show you all the items you are to receive. When the package/s are delivered, ensure you check the contents and tick off the items on your packing slip. You will have 48 hours to check your items once all packages have been delivered. After this time, you may incur replacement fees. If you have made payment and have not received a packing slip within two business days, please contact us so we can arrange for this to be sent.
Delivery Issues
That's no good - we'll work with you to rectify the issue(s)
1. I have received the incorrect products
If you have received the incorrect product, we will have the right product sent to you promptly. To return the incorrect product, we will send you shipping documents to attach to the carton and will arrange for our courier to collect the package at a time that suits you. For non-rural areas, we can arrange collections from a residential or business address. For rural areas, we may request you to drop the package off to the local depot
2. Some of my items have been damaged in transit, what do I do?
Please notify your delivery driver upon receipt, ensuring they record it then contact us within 48 hours of delivery.
We will need a description of the damages and pictures of the damaged items/packaging. This information is very helpful to us in assessing how we package our orders and helps prevent similar problems in the future. Replacements will be promptly arranged with Customer Care team.
Please note: If the damages are not reported within 48 hours of delivery, you will be liable for the replacement costs.
3. I have received extra products I did not purchase, what do I do?
If you have received extra products you can return the product To return the incorrect product, we will send you shipping documents to attach to the carton and will arrange for our courier to collect the package at a time that suits you. For non-rural areas, we can arrange collections from a residential or business address. For rural areas, we may request you to drop the package off to the local depot. Please endeavor to contact our support team as soon as you can!
4. Import Taxes & Duties
Some countries may require import tax, duties and related Customs fees for the imports, and the cost is not covered in payments you made to us. These charges, if applicable, are determined and charged by the Customs office of the destination country. For further details of charges, please contact your local Customs office directly.
Policies
1. Change of Mind Policy
Please note that a refund or return will not be accepted in instances where you’ve Tampered with the goods received.
Likewise, we will not provide a refund due to a change of mind for whatever reason, once your shipment has been confirmed, signed and partially or fully delivered.
2. Can I return my product for a refund?
Sure! We’re 100% committed to making you happy. If you wish to return your item(s), please contact us with the reason of return, within 10 days from receiving your order (according to the delivery date on the tracking record, if applicable), and we will provide the return instructions in details! Returns without prior communication with us will not be accepted. Returns made will be refunded in your original form of payment. If the payment was made using credit / debit card or bank account, there might be a lead time required by PayPal (our credit card settlement service provider) to set up the credit transaction with your bank.
3. Warranty
We strive to deliver your goods with the greatest care and meet the strictest quality standards. Global Transatlantic Logistics guarantees that our services are aligned in accordance with our guidelines and shall be respected as long as we have them displayed on our website.
We shall not otherwise be liable or responsible for any direct, indirect, incidental or consequential damage, costs or losses of any kind arising out of or in connection with errors carried out by good providers in undertaking repairs or replacement under this guarantee. Except as expressly provided herein, all other warranties, representations, conditions, undertakings, rights, duties or liabilities, whether arising by implication of law or otherwise, are hereby expressly excluded. If you need to make a warranty claim, please contact us directly via the agent you purchased through.