Last Updated: October 31, 2025
 

At Metal Car, we are dedicated to getting your unique metal art to you safely and efficiently, no matter where you are in the world. This policy explains how we handle all aspects of shipping.

1. Service Scope & Restrictions

We ship worldwide from our workshop in Lithuania using reliable, tracked courier services (such as DHL, FedEx, or equivalent).

Important: We cannot deliver to PO Boxes, military addresses (APO/FPO/DPO), parcel lockers, or freight forwarding companies. Orders placed with such addresses may be canceled or put on hold until a valid physical address is provided.

2. Processing & Transit Times

Your order journey has two stages:

Processing Time (5-15 Business Days): This is the time we take to prepare your order for shipment. It includes order verification, manufacturing (for custom pieces), quality checks, and packaging. This period is an estimate and may be extended during peak seasons or due to unforeseen circumstances.

• Order Changes: Any requests for address changes or order edits can only be accommodated within 24 hours of order confirmation. After this window, your order may already be in production.

Transit Time (2-7 Business Days, Estimated): This is the time it takes for the courier to deliver the package after it leaves our workshop.

• Europe: 2-7 business days
• USA / Canada: 2-7 business days
• Rest of World: 2-7 business days

3. Customs, Duties, and Import Taxes

For all customers outside the European Union (EU):

You, the recipient, are responsible for all customs duties, import taxes (like VAT/GST), brokerage fees, and any other charges imposed by your country's customs authorities. These fees are not included in the product price or shipping cost.

• Refusal to Pay: If you refuse to pay these charges, the package may be returned to us or destroyed. In such cases, we will deduct all non-recoverable costs (including the full two-way shipping cost and any carrier surcharges) from any potential refund.

4. Shipping Address & Delivery

To ensure a smooth delivery, you must provide a complete and accurate shipping address, including any apartment numbers or building access codes.

We are not liable for delays or losses resulting from an incorrect or incomplete address. If a package is returned to us due to an address issue, you will be responsible for the full two-way shipping costs before we can reship the order.

5. Parcel Issues: Loss, Theft, or Damage

Lost in Transit: If your tracking has not updated for an extended period, please contact the carrier first, then notify us. We will initiate a formal search with the carrier. A replacement or refund will only be considered after the carrier officially declares the shipment lost.

Stolen After Delivery: If the tracking information shows "Delivered," our delivery obligation is considered fulfilled. We are not responsible for theft or loss that occurs after this point (e.g., theft from a porch). We recommend filing a claim with the carrier and your local authorities.

Damaged on Arrival: Please inspect your package immediately upon delivery. If you notice any damage, you must report it to us within 48 hours.

• Required Documentation: Keep all packaging and email us at metalcarwallart@gmail.com with your order number and clear photos of:
  1. The outer box (showing any damage)
  2. The shipping label
  3. The inner packaging
  4. The damaged product itself
• Failure to provide this documentation within 48 hours may prevent us from filing a claim with the carrier and resolving your issue.

6. Force Majeure

We are not liable for delays or failures in delivery caused by circumstances beyond our reasonable control, such as natural disasters, pandemics, strikes, carrier failures, government actions, or severe customs delays.

7. Contact Us

If you have contacted the carrier and still have issues with your delivery, please reach out to our support team at metalcarwallart@gmail.com with your order number and a description of the problem.