Shipping policy

PROWL EYES ships worldwide. We work with major international carriers including DHL, FedEx, UPS, EMS and SF Express, who hand off to your local postal service for the final delivery, which lets us offer free shipping to every country we serve, on every order, with no minimum spend.

Order Processing

Orders are processed within 1–2 business days of being placed. Some orders may take longer around major holidays or during a period of unusually high demand, in which case we will email you rather than leave you guessing.

All payments are subject to verification and approval before dispatch. To help fight card fraud, orders with mismatched billing information or that require additional verification may be delayed or cancelled.

We ship on business days only — not Saturdays, Sundays or public holidays. Once your order leaves our warehouse you will receive a shipping confirmation email.

Skip The Line

If you added Skip The Line at checkout, your order is moved to the front of the processing queue and is picked, packed and dispatched ahead of standard orders — usually the same or next business day. Skip The Line speeds up our handling. It does not upgrade the carrier service or change the transit times listed below.

Tracking

Every order ships with a tracking number, emailed to you when the parcel is handed to the carrier.

It is normal for tracking to show no movement for the first few days while the parcel travels to the carrier's sort facility. If your order was placed more than 7 business days ago and the tracking has still not updated at all, email us at support@prowleyes.shop and we will chase it for you.

Estimated Delivery Times

Transit time varies by destination. The estimates below are in business days and are counted from dispatch, not from the day you ordered — add our 1–2 day processing time. Specific delivery dates cannot be provided or guaranteed.

  • United States: 4–8 business days
  • United Kingdom & Europe: 4–8 business days
  • Canada, Australia & New Zealand: 5–10 business days
  • Asia & the Middle East: 6–12 business days
  • Latin America: 12–25 business days
  • Rest of world: 10–20 business days

Ordering for a build, a show or a birthday? Order early. We cannot control customs or carrier backlogs, and we would much rather your PROWL EYES™ arrived a week too soon than a day too late. If you are on a deadline, email us before you order and we will tell you honestly whether it is likely to make it.

Delays Outside Our Control

We do everything we can to get your order to you on time, but PROWL EYES cannot be held responsible for conditions outside our control — customs and postal clearance procedures, public holidays, severe weather, natural disasters, labour disputes, strikes or civil disruption. Any of these can push delivery beyond our estimates.

Lithium Battery Transport

The PROWL EYES™ contains a built-in rechargeable lithium-ion battery and is shipped in compliance with the transport rules that apply to it. Batteries are shipped partially charged, so your unit will arrive with some charge and should be fully charged before first use. A small number of destinations restrict air freight of lithium batteries, which can add transit time on some routes.

Split Shipments

Orders containing more than one item may be shipped in separate parcels arriving on different dates, because items can be fulfilled from different facilities. You are not charged extra for this, and each parcel is tracked separately.

Duties, Taxes and Customs Fees

International shipments may be subject to import duties, taxes or customs clearance fees charged once the parcel reaches your country. These charges are the responsibility of the recipient. PROWL EYES has no control over them and cannot predict or reimburse them.

If a parcel is refused at customs or returned to us, you are responsible for any import charges and return shipping costs incurred, and these will be deducted from any refund. Customs rules vary widely — if you are unsure, please check with your local customs office before ordering.

Wrong Address

It is the buyer's responsibility to enter the correct shipping address at checkout. We ship only to the address given at checkout. Because we start processing orders immediately, we can only correct an address while the order is still in processing — email support@prowleyes.shop straight away. Once an order has been dispatched, we cannot retrieve it or redirect it. Parcels returned to us because of an incorrect or incomplete address can be reshipped at your cost.

Lost, Stolen or Damaged Parcels

If you added Shipping Protection at checkout, your parcel is covered against loss, theft in transit and damage in transit: contact us at support@prowleyes.shop with your order number and we will replace or refund the order at no cost to you, without needing you to deal with the carrier.

Without Shipping Protection, PROWL EYES is not responsible for parcels lost or stolen after the carrier has marked them delivered. Where tracking shows the parcel was delivered to your address and you do not have it, you will need to report it and file a claim with the carrier. We will still help you with the paperwork and any evidence we hold — email us. We use the carrier's timestamps and delivery confirmation when reviewing damage and loss claims, so please report a problem as soon as you notice it.

Contact

Any question about shipping, tracking or a delayed order — email support@prowleyes.shop. We answer every email within 24 hours, seven days a week.