Track Your Order
Q: My tracking number doesn’t work?!
A: Please keep in mind that your order tracking status may take up to 3 working days to update after you’ve received your tracking number from us.
Q: My order doesn’t ship from Amsterdam, what’s happening?!
A: Our headquarters is based in Amsterdam (The Netherlands), but all KneeClouds orders ship directly from our distribution and manufacturing partners in Amadora (Portugal), Riga (Latvia), Shenzhen (China) and Tijuana (Mexico).
This process allows us to save our customers from unnecessary costs while it also reduces our carbon footprint since we think it doesn’t make sense to ship our products from our manufacturers via Amsterdam to the rest of the world.
Please don’t be worried about the quality of our products. We have total control over our manufacturing process and we do test, iterate and perfect our prototypes before we even think of starting the production of our products on a larger scale... and ultimately ship them to your doorstep, anywhere in the world!
Q: How long will it take for my order to arrive?
A: We ship international orders primarily via PostNL. Average delivery time is 6-9 business days, but could take longer depending on your country's customs process. This is outside of the control of KneeClouds and the shipping carrier. Once your order arrives in your country, it is transferred to your local postal carrier for final delivery, and PostNL tracking may stop updating. If it's been more than 5 weeks, contact us and we will help track down your order. Please note that certain countries may apply tariffs after the package is accepted. We recommend checking with your local post office to find out if that applies to you, as KneeClouds do not cover customs fees, import duties, taxes or other charges.
Update 03/03/2020: Due to the COVID-19 (Coronavirus) outbreak, international shipping is delayed. Your order might take another 1-2 weeks to arrive. If you encounter any issues with your order, please contact our customer support team here or at firstname.lastname@example.org and we will be happy to assist.