Shipping Policy

We provide worldwide shipping with tracking. We operate a global production network, which allows us to produce and deliver orders locally. Most orders are shipped locally from one of our production facilities located in US, Canada, UK, Spain, and Australia.

Shipping times around the world tend to vary based on location. Here are our estimated delivery times from the day of purchase:

  • UK: 7-10 business days
  • EU: 10-14 business days
  • US, Canada: 7-10 business days
  • Continental US, Alaska and Hawaii: 10-14 business days
  • Australia: 7-10 business days
  • Rest of the World: 14 business days

Above times are estimates, and include handling time to prepare your order. Business days exclude weekends and holidays. Please refer to the delivery time specific to your shipping address that is presented during the checkout.

We currently ship with the following global shipping partners: FedEx, UPS, DHL, GLS, Canada Post, Royal Mail, Aramex, and Australia Post.

Sorry, we don’t ship to P.O. Boxes, please provide us with an alternative shipping address to ensure a successful delivery.

HANDLING TIME

It usually takes our team 3-5 business days to produce and prepare an order. Our shipping estimates include handling time in order to provide you with the most accurate delivery date from the day of purchase.

Please note that during the holidays and busy shopping season orders may take longer to prepare due to increased volume.

CHANGE OF ADDRESS REQUEST

To ensure that your order is delivered successfully, please make sure you provide us with the correct shipping address when placing your order.

We can change or update your shipping address provided the order has not entered it’s fulfilment stage. This usually falls within a very short time frame of your order being placed (under 2 hours in most cases). So if you need to change your address please contact us ASAP after ordering! Once your order has been shipped, we are unable to make any changes to your address or cease shipment, and you would need to contact the shipping carrier directly in order to make a change to your shipping address.

To change the shipping address for your order, please contact us at hello@impetuslive.com.

CANCELLATION POLICY

We can cancel your order provided it has not entered it’s fulfilment stage. This usually falls within a very short time frame of your order being placed (under 2 hours in most cases). So if you wish to cancel please contact us ASAP after ordering! After this 2-hour window we cannot guarantee your order will be cancelled. Under these circumstances we ask that you submit a refund request after your undesired order has arrived. For more information refer to our refund policy.

To request an order cancellation, please contact us at hello@impetuslive.com.

TRACKING YOUR ORDER

Every order we ship includes a tracking link that shows progress of your delivery. Once your order is prepared for delivery, you will receive an email confirmation with tracking details and an expected delivery date from the shipping carrier. If you don’t receive a shipping confirmation email within 7 business days of placing your order, please check your spam folder. If you are still not able to locate your tracking information, please email hello@impetus.com and our support team will get back to you right away.

Please note, tracking information will be shared with you as soon as the shipment is created, and it may take up to 36 hours for the shipping carrier to post a tracking update.

DAMAGED DELIVERIES

In the rare case your order is delivered damaged or you notice a defect, let us know as soon as you receive your order and we’ll refund you right away! To begin:

  1. Take a few photos clearly showing the issue, along with photos of the front and back of the product, as well as the box it was shipped in (if the box was also damaged).
  2. Kindly forward the evidence to our email address at hello@impetuslive.com, including the order number in the subject line.
  3. Upon submission of the evidence, we kindly request that you allow our team the necessary time to meticulously verify the alleged damages. Rest assured that we will promptly reach out to you aiming to do so within the ensuing 24 hours subsequent to the receipt of your email.

Please note, if you use a forwarding shipping service to receive your order, we are not responsible for any damaged or stolen goods.

For more information regarding damaged products, please refer to our refund policy.

LOST SHIPMENTS

If you haven’t received your order, but tracking is showing it was delivered, we ask to please allow up to 36 hours for your delivery to show up before contacting the shipping carrier. We have experienced that shipping carriers occasionally mark deliveries complete before they are delivered, which unfortunately is beyond our control. We recommend contacting the shipping carrier directly to get immediate assistance regarding the shipping status of your order.

If your order is still not delivered to the address that was submitted with the order, and no additional information is provided by the shipping carrier, we ask that you file a “lost package” claim directly with the carrier as the recipient. Following this, if your issue is still not resolved reach out to us at hello@impetuslive.com.

P.O. BOXES

Sorry, we don’t ship to P.O. Boxes, please provide us with an alternative shipping address to ensure a successful delivery.

DISCLAIMER

Customers are responsible for providing us with a correct shipping address during checkout. In the case where the delivery is refused by the recipient, or the shipping address is incorrect, the delivery will be sent back to us. In these instances additional restocking fees will apply to have your order reshipped.

During the holidays, preparation and delivery may take slightly longer due to an increased volume of orders. We appreciate your patience.

Once the shipment has left our facilities, we are unable to offer assistance or changes to the shipping address. Issues with delivery are rare, and we recommend you contact the shipping carrier directly for further assistance. Impetus is not responsible for delays caused by the shipping carriers or lost packages due to address errors.

We are also not responsible for products purchased through other websites, this includes those bought through affiliate links that our site shares.

 

Last updated: 26/03/2026