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Shipping Policy

THORBURG CORPORATION (also THORBURG AKTIENGESELLSCHFAT, «we», «us») operates www.thorburg.com and www.20islands.com as well as other websites (hereinafter referred to as «Website» or «Websites»).

This Shipping Policy (also “Shipping Terms”) are a translation of the original German version. If there is any conflict between the versions the German version shall prevail.

Shipping Scope. We ship to street addresses in Switzerland and internationally using the following courier services:

Switzerland:

  • DHL Next Day courier
  • Swiss Post

World:

  • DHL Express courier

Shipping and handling options are displayed upon checkout. Once selected, the price will be calculated automatically and displayed for reference. Orders with delivery destination in Switzerland can qualify for free shipping, if the following criteria are met:

  • Order value of CHF 99 and more

Please note that we do not ship to PO boxes or APO addresses at this time. If you request your parcel to be delivered at PO boxes or APO addresses regardless, the courier will mark the shipment as “not deliverable” and bring it back to the logistics center. You will then take on the responsibility of organizing a new delivery and paying for any costs associated with it.

Shipping Times. For orders placed before 2pm on a business day Monday to Friday, please find below an overview for shipping time estimates at various destinations:

Switzerland: 1 business day
USA: 1-3 business days
Canada: 1-3 business days
Europe: 1-2 business days
World: 2-5 business days

These delivery times are estimates as provided by the shipping agent and cannot be guaranteed by us. Shipping time estimates are on a best effort basis. Orders placed after 2pm on Fridays and on Weekends will be dispatched the following Monday.

Multiple Packages. Because of logistical constraints some orders may be divided up and arrive in two or more packages. This can happen if ordered goods are stored in different warehouses or require a different mode of transportation. This of course, will not result in any surcharge for you.         

Order Delays / Missing Order. Sometimes carriers may experience delays due to external factors and particularly during the busy holiday season. It may also take an extra business day or two to process an order, especially if it was placed on a non-workday when the carriers’ offices are closed or in case of an international shipment. Such delays should, however, not exceed the expected delivery day by more than 24-48h. If there is a delay, we ask you to please contact the courier directly for more information and further assistance. By using the tracking number, the shipment can be quickly located.

For any shipments marked as delivered but that nevertheless cannot be located by you, we ask to proceed as follows:

  • Verification of the shipping address provided by checking the order / shipping confirmation.
  • Double-checking of the mailbox or any other places mail is normally received, as some packages may travel through multiple carriers.
  • Checking for a notice of attempted delivery left by the carrier.
  • Checking around the delivery location and other entrances of the home. To protect packages from weather or theft, carriers might leave them in other safe places such as the front or back porch, bushes, the garage area, side door, under a grill or anywhere else in eyesight.
  • Finding out if someone else accepted the delivery (household member, neighbor, etc.).

If the shipment is still missing even after completing all steps above, please contact the carrier directly, using the tracking number and record a claim. All shipments fall into the carriers’ liability for the duration of transportation up to delivery and are therefore covered by the carriers’ insurance. Please note: Insurance coverage is only guaranteed if your claim is registered with the carrier within three days after marked date of delivery.

Delivery of a shipment is considered to be completed as soon as the carrier has handed the shipment over to the receiver or deposited it at another designated place.

Returns. All sales are final. Exceptions may apply in cases where:

  • You did not receive the product(s) you ordered or your order was incomplete.
  • Your product is affected by a misspelling or error in the configuration, inscription, or design due to a mistake by us.
  • You believe there is a quality issue with your product(s).

In any of the above scenarios, please contact customer service immediately and within 3 days after date of delivery so that a solution can be found.

Please make sure not to remove any tags from the products you wish to return and to keep all original product packaging(s) and certificates until the issue is resolved. If you return a product that qualified you for a discount we may deduct the value of the discount from any refund you receive for the return of the product.

Damage in transit. Direct loss or damage to a shipment fall into the carrier’s liability and no refunds can be claimed from the sender.

IMPORTANT: If you notice obvious damage to your order’s shipping box or packaging, please ask the driver to open the carton and inspect the contents with you. If you find your product to be damaged or missing, make a note on the delivery receipt and talk to the driver about how to best proceed. If in doubt, we suggest to submit a claim in writing directly to the carrier.

Should the package have been delivered to a designated place and you notice obvious damage to your order’s shipping box or packaging and subsequent damage to your product, please submit a claim in writing to the carrier directly and within 3 days from the date of accepting the shipment. Failing to do so gives the carrier the right to refuse any liability whatsoever.

Customs, Duties & Taxes. Products are warehoused in Switzerland – unless otherwise noted. International shipments outside Switzerland may therefore incur customs fees and other import duties. For each country the customs policy is different, and the fee is usually based on a variety of factors like weight, value, and size. We do not take responsibility for customs fees or any other fees connected with import duties and taxes.

When ordering from our Website, you’re responsible for all import related fees and for assuring the product can be lawfully imported to the destination.

Note:

Customs offices in some countries or regions require the importer of record to provide a particular form of identification before releasing a shipment. You may be required to provide an identification number such as a Unique Identification Number, CPF, or Tax ID. Countries / regions that require an identification number include: Brazil, Chile, China, Ecuador, India, Israel, Peru, Qatar, South Africa, South Korea, Taiwan, and Turkey.