Frequently Asked Questions ⁰

Find answers about shipping, fit, returns, exchanges, and refunds. Need help? Email support@shopglidify.com.

Shipping & Orders

Do you offer free shipping?

Yes. Standard shipping is currently free on all orders to destinations available at checkout, with no minimum purchase. Any optional expedited shipping charge is shown before payment.

How long will my order take to arrive?

Orders are processed within 1–2 business days. After shipment, US free standard shipping takes 4–7 business days, and US expedited shipping takes 3–5 business days. Shipping to other countries available at checkout takes 7–12 business days after shipment. Business days are Monday through Friday, excluding public holidays. Shipping transit times do not include order processing. Expedited options and charges are shown at checkout.

Will I need to pay import duties or taxes?

Our product prices and free shipping offer do not include import duties or import taxes, including VAT where applicable, unless expressly stated as included at checkout.

Any applicable import duties and taxes not collected at checkout are the customer’s responsibility and may be collected by the destination customs authority or carrier before delivery. These charges vary according to the destination and local regulations.

Customs clearance service fees already covered by Glidify’s shipping arrangements will not be charged again by Glidify. Payment of these service fees does not include import duties or import taxes.

If Glidify collects any duties or import taxes at checkout, these will be displayed before payment. For questions, please contact support@shopglidify.com.

How can I track my order?

Once your order ships, we will email you tracking information. If tracking appears stalled or your parcel has not arrived within the estimated window, contact support@shopglidify.com with your order number so we can investigate.

Can I change or cancel my order?

Email support@shopglidify.com as soon as possible. We will check whether your order can still be updated or stopped. If it has already shipped, you can request an eligible return after delivery.

My tracking says delivered, but I cannot find my parcel. What should I do?

Check the delivery address, mailbox, safe places, and with household members or building staff. Then contact us with your order number and tracking details. We will help investigate with the carrier and assess the appropriate next step.

Fit & Product Care

How do I choose the right size?

Use the size chart on the specific product page and compare it with your measurements. Fit varies by product, so please do not rely only on your usual size. If you are unsure, email us the product name and your measurements before ordering.

Can I try my gear on before deciding?

Yes. A brief indoor try-on is welcome if the item stays clean, undamaged, and otherwise meets our return conditions. Try padded shorts over clean clothing, keep tags attached, and keep goggles' protective lens film in place. Outdoor or sports use is not an indoor try-on.

How should I care for my gear?

Follow the care label and instructions supplied with each product. Care requirements vary between protective pads, gloves, apparel, and goggles. Contact us before washing if you are unsure.

Returns, Exchanges & Refunds

What is your return policy?

You can request a return within 30 calendar days of receiving your order. Change-of-mind returns must be unused, unwashed, unaltered, and complete with original tags, accessories, and packaging. We charge no restocking fee. See our Returns, Exchanges & Refunds Policy for full details and exceptions.

How do I start a return?

Email support@shopglidify.com with your order number and the item(s) you wish to return. We aim to reply within 2 business days with the return address and instructions. Send your return within 14 calendar days after we send the instructions and keep the tracking receipt.

Who pays for return shipping?

For size, color, fit, or change-of-mind returns, you arrange and pay for return postage. There is no flat label fee or restocking fee. If an item is defective, damaged in transit, or incorrectly supplied, Glidify covers the necessary return shipping. Contact us before sending it so we can arrange a label or agree on reimbursable postage.

Can I exchange for another size or color?

Yes—contact us first. We handle size and color exchanges through a return and a new order, subject to availability. You pay return postage for preference or sizing changes, and the new order follows the shipping terms shown at checkout. For defective or incorrect items, we arrange an appropriate replacement or refund and cover the necessary shipping costs.

What if my item is damaged, defective, or incorrect?

Email us as soon as you discover the issue. Include your order number and clear photos where available. We will assess it and arrange an appropriate solution. An unboxing video is not required to submit a claim, and the 30-day change-of-mind window does not limit statutory rights for faults discovered later.

When will I receive my refund?

We aim to inspect returns within 3–5 business days of arrival at our return location. Once approved, we initiate the refund to your original payment method within 2 business days. Your bank or payment provider may need an additional 5–10 business days to post it. Any applicable statutory deadline takes priority.

Are discounted items returnable?

Yes. A regular promotion or discount does not change our standard return conditions. Items clearly marked Final Sale before purchase are excluded from voluntary change-of-mind returns where permitted by law. Your applicable rights for faulty or incorrectly supplied items remain protected.

Will my original shipping charge be refunded?

For a change-of-mind return, shipping and optional expedited fees actually paid are generally not refundable, except where required by law. We do not charge back outbound postage on orders that originally shipped free. For a full-order refund caused by our error, a defect, or transit damage, we also refund the original shipping charges paid. See the full policy for EU withdrawal rights and partial-return details.

Can I still get help after 30 days?

Yes. Contact us if you discover a fault after 30 days. The 30-day window applies to voluntary change-of-mind returns and does not limit your statutory rights. We will review the issue under the rights applicable to your order.