Yes, we ship with DHL Express, delivering to over 220 countries and territories worldwide with the fastest shipping times available.

Yes, absolutely! You’ll automatically receive the tracking information by email as soon as the shipping label is created.

If you haven’t received anything yet, it simply means your order is still being processed.

We understand that some customers may only be able to receive their order at a specific address for a limited time (e.g., while visiting Germany from another country). However, we are unable to process or prioritize orders based on temporary availability at a chosen address.

To ensure a smooth experience, please only select a shipping address where someone will be available to receive the package within the estimated delivery timeframe.

We cannot make exceptions or guarantee delivery by a specific day outside our normal shipping times.

Thank you for your understanding and for planning accordingly!

Unfortunately, we do not ship to P.O. Boxes.

Please enter a full residential or business address when placing your order to ensure smooth and timely delivery. Thank you for your understanding!

• In-stock products: If your order is placed before 1 PM Berlin time, it will be shipped the same day. Orders placed after 1 PM will ship the next day. Please note: we do not ship on Sundays.
• Order-to-build products: Please refer to the product page for the estimated build time. Shipping will occur once your order is complete.
  
  Even if the stated build time is several weeks, we always aim to complete and ship your order as soon as possible — in some cases, build-to-order items may ship the next day, depending on workload.
  
  Please note that in rare cases, circumstances outside our control (such as material delays or high order volume) may extend the build time. If this happens, we sincerely apologize and thank you for your patience.

We offer a 14-day return policy. For full details and instructions, please check our Return Policy here.

Before initiating a return, we invite you to first review our FAQ or reach out to us directly. In many cases, issues or unmet expectations can be quickly resolved with the right information or support, we’re here to help!

We ship with DHL Express, offering the fastest shipping available. Delivery typically takes 1 to 5 business days, depending on your location and how remote the destination is.

We completely understand your excitement to receive your order! If your order is taking longer than expected, there’s no need to worry or take any action.

We process all orders as quickly as possible, and any delay usually means something unexpected has come up.

Still, if you have any concerns or questions, feel free to contact us — we’re happy to help.

Also, please check the announcement bar at the top of our website, where we post updates about any general delays.

The most common reason for this is that the package was handed to someone nearby, such as a neighbor or building manager.

We recommend first checking with those around you.

If the package is still missing, please contact the shipping carrier’s customer support directly through the tracking number website.

They can provide detailed delivery information, including who the package was delivered to and where exactly it was left.

The carrier’s support team is very helpful and can assist you in locating the package, unfortunately, we are unable to do this on your behalf.

Yes.

Currently, all of our prices do not include taxes or duties, so you may need to pay them upon receiving your order, depending on your country’s regulations.

Please keep an eye on your tracking updates for any notifications regarding customs clearance or payment instructions.

We are actively working with a service provider to offer prepaid duties, so in the future, the prices you see on our store will reflect the final, guaranteed landed cost — no surprises at delivery!

I want to order from a country with strict importing rules. What should I know?

We have been informed by customers living in countries with strict importing rules — such as some Muslim countries — that there are generally no issues with Customs as long as the order does not contain prohibited content.

Our products are labeled as “fitness devices”, the packaging is plain and unbranded (containing no forbidden material).

However, even with these precautions, it is still possible that your order could be held or rejected by Customs as a “forbidden item” depending on your country’s regulations.

We are not responsible and accept no liability if your order is rejected by Customs in any country with strict import rules.

If this happens:

If the order is sent back to us:

• You may request to have it shipped to another address in a different country (additional shipping costs must be paid).
• You may request a refund, subject to our Refund Policy.

If the order is not sent back to us: 

• Unfortunately, we cannot offer a refund and are not liable for the loss.

Ultimately, it is the customer’s responsibility to be informed about their country’s import policies regarding restricted items before placing an order.

If you are unsure, you may consider ordering through a package forwarding service located in a country with more flexible importing rules.

Making a purchase is easy! Simply browse our website, select the product you want, and add it to your cart. Once you’re ready, proceed to checkout where you’ll enter your shipping information and choose your preferred payment method.

We accept a variety of secure payment options — you can view the full list here.

After completing your payment, you’ll receive an order confirmation by email, and we’ll get started on preparing your shipment!

Once you complete your purchase, you will receive an order confirmation email with all the details of your order. If you don’t see the email within a few minutes, please check your spam or promotions folder.

If you still can’t find it, feel free to contact us and we’ll be happy to assist you.

Yes, you can change your shipping address as long as your order hasn’t been shipped yet.

We offer a self-service option: simply visit your Order Status page (you’ll find the link in your order confirmation email or inside your Account) or use the Thank You page right after placing your order to update your shipping details.

If you encounter any issues, feel free to contact us for assistance!

Yes, you can update your billing address as long as your order hasn’t been shipped yet.

You can do this using the Order Status page (linked in your order confirmation email) or directly on the Thank You page after placing your order.

Please note: changing your billing address will not update your shipping address. If you also need to change your shipping details, be sure to update those separately.

If you need assistance, feel free to contact us!

All of our orders are shipped in plain, unbranded packaging, with no logos, images, or descriptions that indicate what’s inside. Even if the package is opened, there are no visible details that reveal the type of product.

This ensures a clean and private delivery experience every time.

Yes, we do!

You can find instructional videos and guides directly on the corresponding product page or access them through our files repository here.

To choose the right size, please check the product page for the exact dimensions and compatible size information.

Each product page includes detailed sizing guidance to help you make the best choice.

If you would like more information about our sustainability efforts, feel free to contact us directly — we’re happy to share more!

Additionally, through our partnership with GoodAPI, every order placed helps us contribute even further by planting 2 trees and removing 5 plastic bottles from the ocean.

You can find more details about this initiative here.

Yes, we do! You can find our gift cards here.

To stay up to date with our latest news, product launches, and offers, make sure to subscribe to our email newsletter and follow us on social media.

You can find our social media links at the bottom of our website.

We understand how excited many of you are about restocks! Please note that we do not provide exact or estimated restock dates.

The best way to stay informed is to subscribe with your email directly on the product page — you’ll automatically receive a notification the moment the item is back in stock.

This ensures you won’t miss out!

We strive to manage our time wisely so we can offer the best possible service to all our customers.

Please note that we do not respond to emails or messages when the answer can be found directly in our FAQ, subreddit, or Discord community. Our FAQ is regularly updated with the most thorough and current information, and you’ll also find helpful discussions, troubleshooting tips, and more through our subreddit and Discord server.

If your inquiry covers a topic not addressed in these resources or is urgent, rest assured we will respond.

If you haven’t received a reply within 24 hours, it likely means the answer is readily available through the channels mentioned above.

We appreciate your understanding as we prioritize our time to continue improving our products and services for you.

It sounds like your Fenrir product may be experiencing an air seal issue. There are two possible scenarios that could be causing this. Please follow the steps below in order:

1st Scenario: Frame Tightness Issue

Problem: The clamp frames may not be tight enough.

Solution: Carefully tighten all screws as much as possible without overtightening (too much force can damage the clamp). Once tightened, inflate the clamp again and check if the issue is resolved.

2nd Scenario: Air Leak from Valve or Gauge

If the pressure still drops significantly, to the point the clamp is unusable (note: a tiny air leak is acceptable as long as the clamp remains functional during workouts), please proceed with the following:

Inflate the clamp underwater to locate the exact source of the leak.

Solution:

1. Disassemble the clamp.
2. Remove the air valve or pressure gauge using a suitable tool. Be aware that these parts are sealed with red thread locker glue, so significant force may be required.
3. Wrap plumber’s tape (PTFE tape) around the valve’s thread.
4. Reinsert the valve or gauge securely, then reassemble the clamp, tightening all screws firmly (again, without over-tightening).

This process should help restore full functionality. Let us know how it goes or if you need further support!