Order & Delivery FAQs  

Your shopping journey deserves to be smooth, transparent, and reliable. Therefore, at paraglidingexplorer.com, we have created this comprehensive Order & Delivery FAQs resource to answer every question you might have — and to help you shop with total confidence. Because we value your trust, our answers are direct, easy to understand, and tailored to your needs as a passionate paragliding enthusiast.

Placing Your Order: Everything You Need to Know

How do I place an order on paraglidingexplorer.com?

Ordering with us is effortless. Simply follow these steps:

  • Browse our collections and find the product you love

  • Select your size, color, or configuration as needed

  • Add to Cart using the convenient button on the product page

  • Review your cart for accuracy

  • Proceed to Checkout

  • Enter your shipping and billing information securely

  • Confirm your payment and finalize your order

Because our checkout is designed to be secure and streamlined, you can complete your purchase in just a few minutes.

Do I need to create an account to order?

While you can check out as a guest, creating an account brings clear benefits:

  • Track your orders in real-time

  • View your complete order history

  • Save shipping details for faster checkout

  • Access exclusive member-only offers

Therefore, we highly recommend creating an account. It takes seconds and adds tremendous value for your future shopping experience.

Can I modify my order after placing it?

We understand you might change your mind. As a result, you may edit or cancel your order within one hour of placing it by:

  • Logging into your account

  • Selecting “My Orders”

  • Clicking on “Modify” or “Cancel” if the option is still active

If the one-hour window has passed, contact our support team right away. Because we process orders quickly to ensure fast shipping, we cannot guarantee changes beyond that point — but we’ll always try to help.

Shipping Options: Fast, Reliable, and Flexible

What delivery options do you offer?

Your passion for paragliding deserves quick and reliable shipping. Therefore, paraglidingexplorer.com partners with top logistics providers to ensure seamless delivery. You can choose:

  • Standard Shipping: affordable and reliable, perfect for non-urgent items

  • Express Shipping: faster turnaround for those who want to get airborne quickly

  • Premium Insured Shipping: adds coverage for high-value gear

Each method includes tracking, so you’ll know exactly where your gear is on its journey. Because peace of mind matters, we also confirm all deliveries with email and SMS updates.

How long does shipping take?

Delivery timeframes depend on your chosen shipping method and location:

  • Standard Shipping: typically 5–10 business days

  • Express Shipping: usually 2–5 business days

  • Premium Insured Shipping: similar to Express with added insurance

Please note that rural or remote areas might experience a slight delay. Because we prioritize accuracy, estimated delivery dates will always appear clearly during checkout.

Order Tracking: Stay in Control

How do I track my order?

We know how important it is to follow your order’s journey. Therefore, as soon as we ship, you will receive a tracking number via email and SMS. You can:

  • Click the link in your confirmation email

  • Log into your account and view order status

  • Contact our support team for personal updates

As a result, you’ll never have to wonder where your package is.

What if my tracking shows no updates?

Sometimes, tracking systems need 24–48 hours to register scans. If your status does not update after two business days, please:

  • Verify the tracking number you received

  • Check for local carrier delays

  • Contact us if you need help investigating

Because we stand behind your delivery, we will always support you in resolving tracking issues.

Shipping Destinations: Where We Deliver

Do you ship internationally?

Absolutely! Paragliding is a global passion, and we proudly deliver to most countries worldwide. Therefore, no matter where you live, you can trust that paraglidingexplorer.com will get your gear to you.

However, please note:

  • Customs fees and import duties may apply

  • Delivery times can vary depending on customs clearance

  • Some countries may have restrictions on certain paragliding gear

Because transparency matters, you’ll see any known restrictions at checkout before completing payment.

Are there any countries you cannot ship to?

A small number of destinations might be unavailable due to local laws, carrier limits, or embargoes. If that happens, our checkout system will flag it immediately, so you will not accidentally place an order we cannot fulfill.

Delivery Issues: Problems and Solutions

What if my order arrives damaged?

That should never happen — but if it does, don’t worry. We have your back.

  • Take photos of the damaged packaging and product

  • Contact our support team within 48 hours of delivery

  • Include your order number and images

We will quickly review your claim and arrange a replacement or refund as appropriate. Because your satisfaction is our top priority, you’ll receive a resolution within a few business days.

My package is marked delivered, but I don’t see it. What now?

Missing packages can feel stressful. Therefore, please follow these steps first:

  • Check with neighbors or household members

  • Look around your property and common delivery spots

  • Wait 24 hours in case of early “delivered” scans by the carrier

If you still cannot locate your package, contact our support team immediately. We will coordinate with the shipping provider to investigate. Because your peace of mind is vital, we will work hard to resolve the issue.

Payment and Security: Shopping with Confidence

Which payment methods do you accept?

At paraglidingexplorer.com, we want your shopping experience to be as flexible and convenient as possible. That’s why we accept a wide range of payment methods:

  • Major credit and debit cards (Visa, MasterCard, American Express)

  • PayPal for fast and secure checkouts

  • Shop Pay or Apple Pay (where available)

  • Klarna or Afterpay for installment options (availability depends on your country)

  • Wire transfers for larger or custom orders (please contact support for instructions)

Because flexibility empowers you to buy confidently, our checkout adapts to your preferred way to pay.

Is my payment secure?

Absolutely. Our website uses industry-standard SSL (Secure Socket Layer) encryption technology to protect your personal and payment information. As a result, your transactions remain safe and confidential.

Furthermore, paraglidingexplorer.com never stores your full card details on our servers. Third-party secure payment gateways handle all sensitive processing, giving you an added layer of security and peace of mind.

Returns and Exchanges: Hassle-Free Experience

Can I return an item if it doesn’t work out?

We want you to be 100% happy with your gear. Therefore, you can return unused, unwashed, and undamaged products within 30 days of delivery for a full refund or exchange.

To make the process smooth:

  • Contact us through the Returns Center on our website

  • Provide your order number and reason for return

  • Pack the item carefully in its original packaging

  • Attach the return label we provide

  • Drop it at your nearest carrier location

Because we believe in fairness, you’ll receive a refund within 5–7 business days after we inspect and approve your return.

Are there any return exceptions?

A few items cannot be returned for safety or hygiene reasons:

  • Opened safety harnesses or helmets

  • Used wing envelopes or gliders

  • Customized gear made specifically to your measurements

If you are unsure whether your item is eligible, our support team is happy to advise before you send it back. That way, there’s no confusion or wasted effort.

Can I exchange for a different size or color?

Yes! As long as the product meets the same return conditions (unused and undamaged), you can request an exchange instead of a refund. Because we want you flying with confidence, we’ll ship your replacement item as soon as we receive your return and confirm its condition.

Partial Deliveries and Backorders

What happens if part of my order is out of stock?

Sometimes, high-demand products sell out before we can update inventory in real-time. If that happens, you might receive a partial delivery.

  • We will ship the in-stock items immediately

  • The backordered item will follow as soon as it arrives at our warehouse

  • You will receive separate tracking details for each shipment

Because we value transparency, you will always see estimated ship dates on your order page and confirmation emails.

Can I cancel a backordered item?

Yes, you may cancel backorders at any time before they ship. Simply:

  • Log into your account

  • Visit your order history

  • Click on the cancellation option if still available

Or, contact our support team directly, and they’ll help you cancel it manually. That way, you stay in full control of your order.

Customs, Duties, and Taxes for International Orders

Who pays customs or import duties?

International orders may be subject to import taxes, duties, and fees imposed by your country’s customs authority. These charges are your responsibility and are separate from the product and shipping costs paid on our website.

Because every country has unique import laws, we recommend checking your local customs policies before ordering. Our support team can help estimate duties based on past experience, but your local authority always has the final say.

How will customs affect delivery time?

Customs clearance sometimes adds a few days to your shipping timeline. Therefore, your package might show “in transit” longer while local authorities process and inspect it.

  • Standard clearance: typically 1–3 days

  • Random inspections: might add another 2–5 days

Because transparency is vital, we provide customs documentation upfront to help speed things along, but final clearance timing depends on your country’s border controls.

Order Status Updates: Stay in the Loop

How do I receive shipping updates?

We believe you should never be left wondering. Therefore, you will get updates automatically via:

  • Email confirmations

  • SMS notifications (if you opt in)

  • Account dashboard (for registered customers)

These updates include:

  • Order confirmation

  • Shipment notification

  • Delivery confirmation

  • Exception alerts (if something goes wrong)

Because clear communication builds trust, you will always know where your order stands.

Can I change my delivery address after placing my order?

If you realize the shipping address needs an update, contact us as quickly as possible.

  • Within the first hour: you can edit directly in your account

  • After that: our support team may still help if the order has not shipped yet

However, once your order is in transit, changes may not be possible. In that case, we’ll help you work with the carrier to reroute if they allow it.

Missing or Delayed Orders: Troubleshooting

Why hasn’t my package arrived yet?

We understand delays can be frustrating. Because we ship with trusted partners, most packages arrive on schedule. However, occasionally delays happen due to:

  • Weather events

  • Carrier volume surges (holidays)

  • Customs inspections

  • Incorrect address details

If you see no movement on your tracking for more than 48 hours, reach out to us right away. Our support team will investigate and coordinate with the carrier to get answers.

What if my package is lost?

Although rare, lost packages can occur. We treat these cases seriously. Therefore:

  • Notify us as soon as you suspect a package is lost

  • We’ll launch an investigation with the shipping carrier

  • Once confirmed lost, we will reship or refund as you prefer

Because your satisfaction comes first, we will resolve lost shipments as a priority.

Protecting Your Gear: Premium Shipping Insurance

Is shipping insurance available?

Yes! We offer Premium Insured Shipping during checkout. With this upgrade, you gain:

  • Priority processing in our warehouse

  • Added insurance covering your gear’s full value

  • Fast resolution for loss or damage claims

If you fly valuable, high-performance gear, insured shipping is a smart choice. That way, you can rest easy knowing your investment is protected, even in the rare case of carrier mishandling.

Sustainable Packaging and Carbon Offsets

Do you use eco-friendly packaging?

Because paragliding connects us to nature, we care deeply about protecting it. Our packaging policy includes:

  • Recyclable boxes and minimal plastic

  • Paper-based packing tape

  • Biodegradable packing peanuts when needed

  • Reused or recycled filler for larger shipments

By making these choices, we reduce landfill waste and support a cleaner environment.

Can I offset my shipping carbon footprint?

Absolutely. During checkout, you can select a carbon-offset option for a small fee, which supports certified reforestation and renewable energy projects. Therefore, your order helps give back to the planet and protects the skies you love to fly.

Support That Soars: Contacting Our Team

How can I get help with an order?

If you ever need assistance, we’re here for you. Our Paragliding Explorer Support Team is ready to help with fast, human-first service. You can reach us through multiple channels:

 

  • Live Chat: Available during business hours (Mon–Fri, 9AM–5PM GMT+1)

  • Support Form: Found on our Contact Page

Because we understand time-sensitive gear issues can’t wait, urgent inquiries receive priority handling.

What information should I include when contacting support?

To get the fastest help possible, please include:

  • Your Order Number

  • Your Email Address used at checkout

  • A clear description of the issue

  • Photos (if item-related) for damage or defects

  • Your preferred resolution (refund, replacement, or other)

These details let us investigate quickly and resolve your concern without unnecessary delays.

Holiday and Peak Season Shipping

Do you ship during holidays?

Yes, we process and ship orders year-round — including most holidays. However, during major holiday periods, there may be:

  • Higher shipping volume

  • Carrier delays beyond our control

  • Extended customs inspection times for international orders

Because of these seasonal challenges, we recommend placing gift or travel-related orders early to avoid last-minute delays.

Are shipping estimates affected during peak seasons?

Absolutely. Between November and January, or during summer rush periods, standard delivery timelines may extend by 2–5 business days. Express shipping may also take longer depending on your location.

Therefore, if you have a trip, tour, or flying course booked, please add a buffer to your delivery schedule. Our support team is happy to assist with planning if you’re unsure.

What to Expect Upon Delivery

How are products packaged?

Each item is carefully packed to ensure safe arrival. Because many of our products are technical gear, our packaging includes:

  • Protective wraps for sensitive materials (e.g. gliders or harnesses)

  • Durable boxes rated for international travel

  • Eco-friendly filler to reduce shock during transit

  • Clear labeling for customs and tracking ease

We avoid over-packaging and single-use plastics whenever possible — while still ensuring product protection is never compromised.

Will I need to sign for delivery?

In most cases, yes. A signature may be required for:

  • High-value items (above 300 )

  • Orders shipped with Premium or Insured Shipping

  • Deliveries in areas with high porch-piracy risk

Because we want to protect your gear, we recommend shipping to a location where someone is available to receive it.

Handling Incorrect or Missing Items

What if I receive the wrong item?

While rare, picking errors can happen. If you receive the wrong product:

  • Contact support within 48 hours of delivery

  • Provide your order number and a photo of what you received

  • Keep the item in original condition (unused and with all tags)

Once verified, we’ll arrange an immediate free exchange or a full refund, whichever you prefer. Because our priority is getting the right gear in your hands, we process these quickly.

What should I do if an item is missing from my box?

Sometimes, larger orders are shipped in multiple boxes. First, check:

  • Your order email to see if items were split

  • The box contents list — included in each shipment

  • Your tracking info for secondary deliveries

If an item is still missing:

  • Contact our support team within 72 hours

  • Provide your order number and what’s missing

  • We’ll verify and resolve it with reshipment or store credit

Because we double-check every order before it leaves our warehouse, missing items are extremely rare — but we’ll fix it fast if it ever happens.

Buyer Protections and Satisfaction Promise

What buyer protections do you offer?

Your confidence matters to us. That’s why every order from paraglidingexplorer.com is protected by:

  • Order Accuracy Guarantee
    If we send the wrong size, color, or item — we’ll fix it free of charge.

  • 30-Day Satisfaction Promise
    If the gear doesn’t meet your expectations, return it in unused condition for a refund or exchange.

  • Safe Transit Protection
    If your package is lost or damaged in transit, we’ll replace it — fast.

  • Secure Checkout Policy
    All payments are encrypted and PCI-DSS compliant for fraud prevention.

Because your journey with us should be worry-free, we stand behind every product and every shipment.

Pre-Orders, Restocks, and Special Drops

How do pre-orders work?

When you order an item marked “Pre-Order”, it means the item will ship as soon as it arrives in stock. You’ll see an estimated ship date clearly listed before checkout. After ordering, you will receive:

  • A confirmation email

  • A follow-up update when your gear arrives at our warehouse

  • A final shipping email once it’s on the way

Because pre-orders are fulfilled in the order received, early ordering is the best way to secure limited-run gear.

Can I cancel a pre-order?

Yes, pre-orders can be cancelled any time before shipment. Simply:

Refunds for cancelled pre-orders are processed within 3–5 business days.

Gifting and Special Instructions

Can I mark my order as a gift?

Absolutely! During checkout, just check the “Mark as Gift” box. You’ll get the option to:

  • Remove pricing from the packing slip

  • Add a custom note (we print this inside the package)

  • Select premium wrapping (extra fee may apply)

Because gifting is about joy, we make sure your recipient feels the excitement from the first unboxing moment.

Can I include special delivery instructions?

Yes. There’s a “Delivery Notes” field during checkout. Use it to:

  • Request where to leave the package

  • Provide gate codes or unit numbers

  • Add handling instructions (e.g. “fragile – handle with care”)

While we pass these along to our carriers, please note that compliance depends on the local delivery team. If you need exact placement (e.g. inside a secure locker), consider using a pickup point or alternative delivery location.