FAQ INTERNATIONAL

Currently, there has been little impact to this online store other than international shipments through DHL Express.  DHL Express is experiencing delays delivering packages, particularly to countries that have been hard hit by Coronavirus (COVID-19).  We will continue to update you should we anticipate any other impacts.

Yes. Through our partnership with Flow, we are pleased to provide an enhanced international shopping experience for customers in over 100 countries and territories, with support for many more coming soon. International shoppers now get the benefit of seeing product prices in their local currency, guaranteed order totals, cost-effective international shipping, and much more. For a list of available shipping countries and shopping currencies, please visit our international landing page.

Please use our Contact Us page on the Spyder eCommerce site that you are on and our Customer Service team will be delighted to assist you.

Just add items to your basket and click select to check out. Flow calculates and displays the order total in your preferred currency, including all shipping costs from our warehouse(s) in the United States to your selected international destination, as well as any applicable duties and taxes imposed by the customs and revenue authorities in the destination country.

As long as you select to prepay duties and taxes, the order total presented at checkout is the exact amount you’ll be billed by Flow, and there will be no additional costs due upon delivery.

Please contact us at customerservice@spyder.com and Spyder will gladly assist you with any questions relating to your international order.

Unfortunately, we do not currently support the sale of gift cards to international customers or the redemption of gift cards for internationally shipped orders.

If for any reason you are not satisfied with your purchase, please contact us at customerservice@spyder.com, please put your name and order number in the subject line of your email, and we will provide you with further instructions on where returns should be shipped and the amount you will be refunded (including duties and taxes). You will however be asked to pay for shipping. Refund amounts for returned items will be credited to you by the team in the same currency and using the same exchange rate as your original order, once the goods have been received back at our facility.

Unfortunately, we are unable to undertake international exchanges.  The original product will need to be returned and a new product ordered.

Currently, Flow supports Visa, MasterCard, PayPal, American Express, and many local international payment options.

For our international orders we use DHL Express and you will be quoted a specific delivery window at the time of checkout that is based on your selected destination country and the shipping methods available for the items in your shopping cart.

Orders placed on weekends or holidays will not be shipped until the following business day.

International shipping is calculated based on a number of factors including the desired shipping speed, the number of items you are purchasing, the weight of the items, and the destination country. International shipping will be calculated and guaranteed during the Flow international checkout based on the items you are purchasing and your shipping destination.

Your credit card will be billed at checkout.

Duties (or customs tariffs) are set by the destination country customs authorities and determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Flow supports. International taxes (such as Value Added Tax, or VAT) are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the Flow international checkout.

You will receive a DHL Express tracking number in an email and that will help facilitate the tracking of your package.  For any questions, please reach out to customerservice@spyder.com