Shipping Times
Shipping times are approximate as indicated. While to make every effort to get our products to you as quickly as possible, shipping times may still take longer than indicated.
Hexagrid Products: Shipped by express air, approximately 21 days from the receipt of payment given no shipping delays. During sales and holiday periods, expect delays. If a delay occurs out of our control a refund cannot be processed.
Lighting Tunnels: Shipped by sea, 6-8 weeks
Once an order is dispatched from our warehouse, Siltoll cannot be held responsible for any delivery delays, or missing, lost, or stolen packages. If you are experiencing any of these issues, please contact the courier directly.
Please allow approx. 2 weeks for handling time before items are shipped and tracking numbers can be provided.

Shipping Tracking and Import Fees
Tracking numbers: shipping tracking numbers will be sent via email. Please ensure you have entered the correct email address at checkout.
Country of destination import fees and taxes are payable by the customer.
We cannot control any delays that occurred to Port Delays, Customs Clearance, or COVID-19.

WILL I HAVE TO PAY ANY ADDITIONAL DUTIES & TAXES?
Please be aware that Siltoll is not liable for customs clearance fees in your country nor are we responsible for holding times of packages by customs.

Our prices on our online store do not include relevant overseas duties and other customs charges you may incur when purchasing and importing to your country.

These costs are determined by your local customs office and are outside of our control. Please familiarise yourself with your country’s customs charges and levies prior to placing an order.

Siltoll is not responsible if customers are not notified by their country’s postal authority that items are awaiting payment of customs duties and taxes. Please keep an eye on your shipment when the tracking number is provided to avoid delays.

Tax Threshold Guide
Australia: Orders over the value of 1000 USD will incur import taxes and duties. Orders under this amount will not incur taxes or duties.
USA: Orders over the value of 800 USD will incur import taxes and duties. Orders under this amount will not incur taxes or duties.
NZ: Orders over the value of 400 NZD will incur import taxes and duties. Orders under this amount will not incur taxes or duties.
UK: Orders over the value of 150 GBP will incur import taxes and duties, and a % of VAT will incur. Orders under these amounts will not incur taxes or duties.
CAN: Orders over the value of $20 CAN will incur import taxes of 5-13% and duties of 18%. Orders under these amounts will not incur taxes or duties.
If your country is not listed above and you are unsure of the tax thresholds that apply, we suggest contacting your local DHL or FEDEX support to provide further information.
If you choose to reject/refuse delivery due to customs fees your item will not be refunded. This is non-negotiable.

Shipping Damages
Damages caused during shipping will not be liable directly to Siltoll. If your shipment arrives damaged, please contact the courier and lodge a claim, then please email us pictures of the damages with the claim number so we can organize replacements. Please note that replacement products may take longer to arrive.
Please see our Refund Policy for more information.