Shipping policy

Thank you for shopping at store.fuel-up.com. The following terms and conditions govern our Shipping Policy for the European Union and international destinations.

1. SHIPMENT PROCESSING TIME

  • All orders are processed within 1–2 business days, excluding weekends and public holidays.

  • During periods of high order volume, processing may take longer than usual. If your order is significantly delayed, we will notify you by email.

2. SHIPPING RATES & DELIVERY ESTIMATES

Shipping charges for your order will be calculated and displayed at checkout based on your delivery destination and package weight.

Destination

Shipping Method

Estimated Delivery Time

Shipping Cost

European Union (EU)

Standard Shipping

3–5 business days

Calculated at checkout

International

Express / Standard

5–12 business days

Calculated at checkout

Note: Delivery delays can occasionally occur due to customs processing, regional holidays, or unexpected courier transit issues.

3. SHIPMENT CONFIRMATION & ORDER TRACKING

You will receive a shipment confirmation email containing your tracking number(s) once your order has shipped. The tracking number will become active within 24 hours.

4. CUSTOMS, DUTIES, AND TAXES

For European Union (EU) Customers:

  • All EU orders are fulfilled and shipped directly from our European warehouse located at: ul. Galaktyczna 32a, 80-299 Gdańsk, Poland.

  • Because shipments originate within the EU free-trade zone, no customs duties or import taxes will apply to deliveries within the European Union. Prices shown at checkout are final regarding import fees.

For International Customers (Outside the EU):

  • store.fuel-up.com is not responsible for any customs and taxes applied to your international order. All fees imposed during or after shipping are the sole responsibility of the customer (tariffs, taxes, duties, etc.).

5. DAMAGES AND LOST PACKAGES

We take responsibility for products damaged or lost during transit, subject to the conditions below:

  • Damaged on arrival: If your order arrives damaged, contact us at return@fuel-up.com within 48 hours of delivery. You must attach clear photos of the damaged packaging and product to your email. Retain all packaging materials and damaged goods until your claim is resolved.

  • Lost in transit: If your tracking shows no movement for 10 business days, or the estimated delivery window has passed without arrival, contact us at return@fuel-up.com to initiate a claim. Once a claim is approved, we will offer a replacement or refund at our discretion.

6. INCORRECT SHIPPING INFORMATION

We are not responsible for delivery failures if the shipping address provided during checkout is incorrect or incomplete. If a package is returned to our warehouse due to an incorrect address, the customer will be responsible for the actual reshipping costs. This exclusion applies regardless of the loss/damage protections outlined in Section 5.

7. RETURNS & RIGHT OF WITHDRAWAL

In accordance with applicable EU consumer protection laws, you have the right to withdraw from your purchase within 14 days of receiving your items. For detailed instructions on warehouse addresses and refunds, please review our Return Policy.

CONTACT & LEGAL INFORMATION

  • Support & Claims Email: return@fuel-up.com

  • Official Website: www.fuel-up.com

  • Europe Entity Details:

    • Fuelup Factory Sp. z o.o. | VAT: 5842856230

    • Registered Company & Warehouse Address: ul.Galaktyczna 32a, 80-299 Gdańsk, Poland