Shipment & Delivery

We are very sorry for the inconvenience! As a direct manufacturer, we carefully package every automation system, but logistical or packing mismatches can occasionally happen. 

Don't worry, our team will fix this as quickly as possible.

Please contact us via our online live chat or by emailing shipping@ducatihome.it within 14 days of delivery. 

Please send us pictures  of the received product and clearly explain what you think is incorrect.

Our logistics team will immediately check your order details to verify whether it was a packing error on our side or if, perhaps, the wrong item was selected during the purchasing process. 

Depending on the situation, we will provide you with the best tailored solution. 

In many cases, it is possible to arrange a partial exchange of specific individual components rather than the entire kit. 

Our staff will guide you step-by-step to find the fastest, simplest, and easiest solution for you!

For shipments outside Europe, major express carriers strictly require a direct signature upon delivery. 

Within Europe, while couriers are generally reliable, packages may occasionally be left at your entrance or property without a formal signature or recipient name.

These are rare occurrences, but if your tracking status shows "Delivered" and you cannot find the package, please contact us immediately at shipping@ducatihome.it. To resolve this with the carrier, we will guide you through a standard verification process:

1. Written Statement: We will ask you to send us a short, signed written statement confirming that you did not receive the goods.
2. Signature Denial Form (Disconoscimento di Firma): We will request the official Proof of Delivery (POD) from the courier. If the signature is missing or unrecognizable, you will need to fill out a brief signature denial form.
3. Claim & Replacement: We will immediately forward this documentation to open an official claim with the courier. As soon as the carrier accepts the claim and verifies the delivery issue, we will ship a brand-new replacement product to you completely free of charge. Please note that while we work to resolve these issues as quickly as possible, the courier's official verification process may take some time.

Before panic sets in, please take these quick steps: check if the courier left the package with a neighbor, at your building's reception, or in a safe place around your porch. 

Also, check your mailbox for a physical missed delivery card, which might contain a signature or details. 

If you still cannot find it, please contact the local customer service of that courier immediately to open a geo-localization check on the delivery vehicle. 

If they cannot locate it, contact us at shipping@ducatihome.it within 24-48 hours. We will open an official investigation with the carrier head office to verify the driver's GPS data and help resolve the issue.

Address redirection while the shipment is already in transit or at a local sorting hub depends entirely on the specific courier's internal policies. 

We highly recommend using the courier's official tracking portal (such as DHL On Demand Delivery or FedEx Delivery Manager) to request a change directly. 

If the courier requires the sender's authorization, please email us immediately at shipping@ducatihome.it. 

Please note that changing the address at this stage may cause a delivery delay of several days and the courier may bill additional redirection fees, which will be charged to the buyer.

Since our packages contain high-value automation equipment, couriers generally require a signature upon delivery for security and insurance purposes.

 Leaving the package in an unattended "safe place" (like a porch or backyard) is usually at the driver's discretion or depends on the settings you selected in your personal profile with that specific courier (e.g., DHL On Demand Delivery). 

If you wish to authorize delivery to a neighbor, we highly recommend managing this option directly through the tracking link sent by the courier or leaving a signed note on your front door for the driver.

We understand how frustrating this can be. 

Sometimes, couriers experience routing issues, cannot find the intercom, or run out of driving time for the day. 

Please double-check your tracking link, as the courier usually reschedules delivery automatically for the next business day. 

If you notice any error in your address or want to provide specific delivery instructions (such as a gate code or neighbor's availability),contact us.

To resolve any local delivery issues as quickly as possible, we highly recommend trying to contact the courier's customer service number directly in your own destination country. Local carrier support branches can often handle real-time delivery issues much faster. Alternatively, please contact us via live chat or at shipping@ducatihome.it, and our team will do everything possible to help you coordinate with the carrier and resolve the problem.

Not necessarily. 

It is completely normal for international shipments to pass through customs inspection, and this process can sometimes take from 24 hours up to a few business days. 

In most cases, the courier is simply processing the paperwork. However, we highly recommend keeping an eye on your emails or text messages, as the courier or customs office may contact you to verify your identity or request payment for import duties. If the status remains unchanged for more than 4 business days, please let us know at shipping@ducatihome.it, and we will help you check the status.

Yes, but time is of the essence! 

Since we process standard orders quickly (sometimes within hours if placed before 9:00 AM CET), 

please contact our support team immediately via live chat or at shipping@ducatihome.it.

If your order has not yet been assembled or passed to the courier, we will gladly modify or cancel it. 

If the package has already left our central warehouse, we will guide you on how to place a new order for the missing accessory or manage a return.

Don't worry! In some cases, we might ship a partial order first so you don't have to wait for all the items to be ready. Usually, you will be notified if this happens, and you can rest assured that the remaining part of your order will arrive as quickly as possible.However, if you think there has been an error or a problem with the carrier, please contact us immediately to report the issue. Please clearly specify what you have received and what is missing. Sending us photos of the package you received and its contents is highly helpful in these cases. You can send everything to shipping@ducatihome.it or reach out via our online live chat, and our team will immediately run a check to resolve the issue for you.

If your address is isolated, lacks a clear house number, or is not well-mapped on GPS, don't worry! We highly recommend adding highly specific delivery instructions in the order notes during checkout. 

Please include any useful landmarks, gate descriptions, or nearby crossroads to help the courier easily identify your property. 

Adding GPS coordinates (latitude and longitude) in the notes is also an excellent and highly effective way to guide the driver exactly to your doorstep. 

Additionally, make sure to provide an accurate phone number and monitor your online tracking link closely so you can react quickly if the courier needs extra guidance.

Yes, absolutely! 

If you are rarely available at your delivery address and want to avoid the risk of missed delivery attempts—which could lead to the package being returned to the sender—holding the shipment at a local courier facility (known as Fermo Deposito or Hold for Pickup) is highly recommended.

If you prefer this option, please add a specific note to your order during checkout and double-check with our support team ( shipping@ducatihome.it to identify the nearest available courier depot to your location. We also ask you to send us a quick email right after confirming your order so our operators can manually apply this specific instruction to your shipment before it is dispatched.

Unfortunately, due to the size and weight of our automation packages, our express couriers cannot deliver to P.O. Boxes or military addresses. 

Please ensure you provide a valid physical residential or business address where someone is available to sign for the delivery.

International shipments may occasionally experience brief routing pauses at major sorting hubs or customs clearance offices.

 If your tracking status does not update for more than 3 business days, please contact us immediately via live chat or at shipping@ducatihome.it. 

We will promptly open an inquiry with the carrier to verify the status of your parcel.

For deliveries within the European Union (EU), taxes are included at checkout. For countries outside the EU (such as the UK, USA, or Norway), import duties and taxes may apply upon arrival and are the responsibility of the customer.  

Export regulations vary depending on the destination country. 

Duty charges are set by the destination country and depend on the type of goods, where they come from, and their value. 

The carrier will process import duties at your destination country's customs and inform you directly of the exact duties amount you will have to pay. 

If you refuse to pay these customs duties, the carrier might return the product to the sender. In this case, you will be charged for the two-way shipping costs along with any extra fees incurred. 

If a reimbursement is requested, this total amount will be strictly deducted from your refund. 

To avoid this scenario, we strongly suggest never refusing to pay customs duties, which are entirely at the buyer's charge.

The seller cannot exactly estimate these costs as they vary frequently. 

If you have any doubts, we highly recommend contacting your country's customs office first to check the expected import duties before placing an order.

Yes, but only before the package leaves our warehouse.

Please contact us via chat or email immediately if you notice a mistake. 

Once the order has been handed over to the courier, any delivery address modification may incur redirection fees and cause delivery delays.

If you experience any issues or have special delivery instructions/modifications to communicate to the courier, simply reach out to us at shipping@ducatihome.it. 

We are always here to help and will do our very best to coordinate with the shipping company so everything goes smoothly!

Don't worry! Just follow the steps in our "Damaged Deliveries" section above in this page and notifydamages  within 2 days of receiving your package. 

Send your photographic or video documentation to shipping@ducatihome.it, and once verified, we will immediately open a claim to the carrier and  once processed ship the replacement components to you completely free of charge.

Absolutely Yes.

You can easily place an order with a billing address in your country of residence and a different shipping address for your property abroad. 

Please note that shipping costs, VAT, and any applicable taxes/duties will be automatically calculated based on the final destination country (shipping address), not your billing address.

Important recommendations for international deliveries:

• Local Phone Number: We strongly advise providing a contact phone number with the international prefix of the destination country. Most local couriers cannot dial numbers with a foreign country code, and having a local number is essential for them to contact you in case of delivery issues.
• Recipient Availability: Please make sure that someone is actively available at the destination address to receive and sign for the package.
• Specific Delivery Windows: If you have a specific time frame or a limited period during which you can receive the delivery (e.g., if you are traveling to your holiday home for a short period), please notify us via chat or email immediately after placing your order. Make sure our team explicitly confirms and notes down your request so we can schedule the shipment in an appropriate and timely manner.

Standard express couriers do not guarantee delivery on specific dates or exact time slots. 

However, once your package is dispatched, you will receive a tracking link. 

Through the courier's tracking portal, you can often manage your delivery preferences, authorize a neighbor to receive it, or request to hold the package at a local pickup point.

If you experience any issues or have special delivery instructions/modifications to communicate to the courier, simply reach out to us at shipping@ducatihome.it. 

We are always here to help and will do our very best to coordinate with the shipping company so everything goes smoothly!