Order processing
All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Shipping rates & delivery estimates
Shipping charges for your order will be calculated and displayed at checkout.
| Region | Carrier | Estimate |
|---|---|---|
| Europe | DHL Parcel | 1-8 days |
| Europe | DHL Express | 1-3 days |
| Worldwide | DHL Express | 2-8 days |
These delivery estimates apply to products that are in stock in our webshop, for custom-made products or larger orders, delivery times differ.
Free shipping applies to orders above 100 SIMs.
We’ll aim to get your order processed and shipped to you as soon as possible. Nevertheless, delivery times are estimates. If we are experiencing high order volumes or postal service problems, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.
Import taxes
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Check local import policies for more information. The IoT Guide is not responsible for these charges if they are applied and are your responsibility as the customer.
Shipment Tracking
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 8 days (Europe) or 14 days (Worldwide) of receiving your shipping confirmation email, please contact us at support@theiotguide.com.
Return Policy
Conditions for Returns:
We offer a 14-day return policy for eligible items. If you wish to utilize our return option, please send an email to support@theiotguide.com.
- Items that are custom-ordered and not part of our standard stock cannot be returned.
- You may only return items that are complete, including all accessories, and are in their original, undamaged packaging and condition.
- Returns must be initiated within 14 days of receipt of the item.
Return Process
- Request a Return: To initiate a return, please email us at support@theiotguide.com with your order details.
- Documentation: Kindly include the packing slip or invoice with your return.
- Return Shipping: Return shipping costs are your responsibility. We recommend using a tracked shipping method to ensure your return is received.
Refund Timing
Once we receive the returned item and confirm it meets the return conditions, we will process your refund to your bank account within 14 days.
Non-Returnable Items
Please note that the following items are non-returnable:
- Custom-ordered items.
- Any products that have been opened or used.
- Prepaid credit.
Refund Method
Refunds will be processed to the original payment method used at the time of purchase. If there are any outstanding invoices, the refund will be applied against that balance instead of being issued directly to your bank account.
Damages
The IoT Guide is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.
Customer Service
For any questions or concerns regarding returns and shipping, please contact our customer service at support@theiotguide.com.
By placing an order, you acknowledge that you have read and agreed to this return policy.
Terms and Conditions
The above rules apply together with our general terms and conditions.
