FREE SHIPPING, EU ORDERS OVER €100

Customer Service

Please feel free to contact our Customer Service department via email at EUorders@ironmanstore.com

FREQUENTLY ASKED QUESTIONS

Select The Related Tab Below

General FAQ's
 

How Can I Check The Status Of My Order?

From the homepage you will need to login to the account you created. Once logged in you will see your order status listed. You cannot check the status of an Order if you do not have an account or if the Order was not placed while logged into an account.

Can I check out as a guest instead of registering for an account?

Yes, this is currently an option, however we would encourage you to create an account so that you can:

  • See your order history of all transactions ever made with us
  • Check on the status of your order
  • Sign up for our promotional emails to be notified of sales and new product arrivals
  • Change your password
  • Add additional shipping addresses so you can ship easily to family and friends

Can I Return Any Sugoi Products?

All Sugoi items have been discontinued and are deemed Final Sale items. These items are not eligible for returns or exchanges.

How Do I Maintain The Warranty On My IRONMAN Product?

Some of the products within the IRONMAN brand have a limited warranty included in their purchase. These products may include Timex, Dooney & Bourke, Foster Grant (Sunglasses), Ogio, & others. If you have encountered a problem with any these products or would like to inquire about a warranty on your item please see the Customer Service tab above for more information.

What Is The Customer Service Contact Information?

Typographical Errors

In the event a product is listed with an incorrect price or with incorrect information due to typographical error or errors in pricing, quantities available or product information received from our suppliers, posted on our website, an affiliates website or a partner's website, IRONMAN Store shall have the right to refuse or cancel any orders placed for product listed at the incorrect price or out-of-stock. IRONMAN Store shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, IRONMAN Store shall immediately issue a credit to your credit card account in the amount of the charge.

 
 
 
Modifying An Order
 

Can I Add, Remove, or Modify The Items In My Order?

We cannot edit the items in an order once the order has been placed. This allows us to keep processing time to an absolute minimum & get your order to you as quick as we can!

Can I Cancel An Order?

We do have a short period in which we can cancel orders if needed, but it is a very short window. If you do need to cancel an order please get in touch with us as soon as you can. Once an order ships we cannot cancel an order and it will be up to the customer to return the order to us.

HELP! I Used The Wrong Address!

Stay calm. We are here to help. If you accidentally placed an order with the wrong name, zip-code, or address, be sure to contact customer service as soon as you can!

We only have a short time to change an address or cancel an order so if you need to do either of the two, make sure to contact us the first chance you get! There is no guarantee we will be able to accomadate the change.

Shipping FAQ's
 

When Will My Order Ship?

2 Business Days Processing 2-10 Business Days Shipping
 

Total Time To Process & Deliver Order

When Will My Order Ship?

  • All standard orders have a 2 to 5 *Business day processing time *before they are shipped out, regardless of the shipping option chosen.
  • Orders are NOT processed or delivered on weekends or German holidays.
  • If you order after 3pm on any given day, your order will not begin processing till the following business day.
  • International shipments are subject to a longer processing time. Please allow an additional time to process and ship your order.
  • All orders to Germany will be delivered within 1 to 2 business days. All other countries will have a 2 to 10 business day shipping time depending on the destination.

Will I Be Notified Once My Order Has Been Shipped?

After your order leaves our warehouse, we will send you an Email with the tracking number for your delivery. Please, track the delivery of your order to avoid problems with shipping.

ALL ORDERS REQUIRE A SIGNATURE UPON DELIVERY!

It is the responsibility of the receiving party to make arrangements for a successful delivery.

Once we hand over the package to the mail carrier, we no longer retain control of the package. If a package is returned to sender, we do not have the ability to resend the package and a refund, minus shipping, will be automatically issued.

Help! I Did Not Receive An Email With The Tracking Number!

We send an e-mail with the tracking number to the Email address you entered while placing your order. If you placed your order as a guest and did not enter your Email address, please write to euorders@ironmanstore.com. Don’t forget to let us know your order number and your full name. If you think, you made a mistake while entering your Email address, send us a quick request for a tracking number to euorders@ironmanstore.com.

What Qualifies For Free Shipping?

Free shipping applies to orders shipped to an address within the EU, in which the Subtotal of the cart is 100 EUR or more. The subtotal is the total cost of all items in the cart after promo codes have been applied & before tax.

Do You Ship To My Country?

We ship to the following countries: Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway*, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland*, Turkey, United Kingdom and United States.

*additional import duties and taxes are the responsibility of the customer in Switzerland and Norway and Canary Islands or any countries not listed where they apply.

What Are The Shipping Costs?

Shipping costs are automatically calculated prior to submitting your payment information. To view your shipping charges for a particular item, add that item to your shopping cart and pricing for shipment will calculate. *NOTE: For shipments to Switzerland, Norway and Canary Islands: Additional import costs for the toll/taxes are to be paid when receiving the package directly to the carrier.

What If My Order Is Returned Due To Incorrect Shipping Information?

Orders that are returned to our warehouse due to incorrect shipping information cannot be re-delivered. Once such orders arrive at our warehouse, we issue a refund for the items returned. If you still would like to get the items, you will have to order them again. In the case the error was our mistake in putting the wrong shipping address onto the shipping label, we will re-deliver it to you without any additional shipping costs.

 
 
International Orders FAQ's

Please allow additional processing time for international orders.

Do You Ship To My Country?

We ship to the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway*, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland*, Turkey, United Kingdom.

*additional import duties and taxes will be the responsibility of the customer in Switzerland and Norway and Canary Islands.

What Is The Return Policy For International Orders?

If you would like to inquire about a Return/Exchange, please contact the Customer Service desk via email at euorders@ironmanstore.com. Our service desk would be happy to arrange the return for you if you meet the return requirements outlined in the Returns tab above.

How Are Duties & Taxes Charged On International Orders?

Currently Duties & Taxes are not included in any international shipping charges. The duties and taxes (if applicable) will be charged to the receiver (in Switzerland, Norway and on Canary Islands) at the time of drop off/pickup.

What Are The Shipping Costs?

Shipping costs are automatically calculated prior to submitting your payment information. To view your shipping charges for a particular item, add that item to your shopping cart and pricing for shipment will calculate. *NOTE: For shipments to Switzerland, Norway and Canary Islands: Additional import costs for the toll/taxes are to be paid when receiving the package directly to the carrier.

 
 
 
Return FAQ's
 

Please email euorders@ironmanstore.com within 14 days of receiving your merchandise to acquire an authorization (RMA number) for your returned items. Please allow 2-3 weeks to process all returns & exchanges. International returns & exchanges can expect a processing time of 4-6 weeks.

What Orders Are Qualified To Be Returned/Exchanged?

Your item may only be returned/exchanged under the following conditions (NO EXCEPTIONS):

  • The item(s) must have been purchased on eu.ironmanstore.com.
  • The item(s) must be in their Original condition with Tags attached.
  • The item(s) need to be returned within 30 days of receipt of the item.
  • You must include a copy of your original order confirmation email or packing slip.
  • You will NOT be reimbursed for shipping charges unless:
    • You have received the wrong item.
    • The item you have received is damaged.
  • If you return an item bought as part of a bundle or with a promotional discount and you do not return everything. We will reimburse you for what you do return, minus the value of the discount or freebie.

***PLEASE NOTE: All items marked as 'CLEARANCE' that contain a RED slash through the original price are deemed FINAL SALE and may not be returned, refunded or exchanged.

If you have any questions about whether or not we'll accept the return or exchange, please email euorders@ironmanstore.com to confirm. We may require photos of any defect in order to process a return/exchange.

Can I Return Any Sugoi Products?

All Sugoi items have been discontinued and are deemed Final Sale items. These items are not eligible for returns or exchanges.

Do I Have to Pay For Shipping Back to IRONMAN store?

Return shipping is free for returns and exchanges on individual items that cost €40.00 or more. Items being returned or exchanged that are less than €40.00 will be the responsibility of the customer to pay to ship back to the warehouse in Germany. NOTE: The value of one item must be €40.00 or more and not the value of all items you would like to return.

Who Provides Me A Free Return Label?

The free shipping label for your return will be sent via e-mail. Please, print it out, put onto the package you want to send back and set up a collection at your convenient time if this option is available in your home country.

Do I Need To Provide Any Documents With My Return?

If you meet the above criteria, please contact euorders@ironmanstore.com and we will provide you the return form which you need to include in the package. 

Please include the original receipt or packing list with your return to help us process the return as quick as we can.

How & Where Do I Ship My Return?

All returns can be sent to the address below using the mail carrier of your choice. We suggest a carrier that provides tracking so that we may verify delivery of your return/exchange if needed.

Please download the Return form here and fill it out completely. This is required in order to ensure your return/exchange is processed successfully.

You can ship all returns/exchanges to the following address:

RMD the Fulfillment Company
Halle 1/ IRONMAN Merchandise Return
JOHANN-DAHLEM-STRASSE 54
63814 MAINASCHAFF
GERMANY

Please, don’t forget to fill out and include the return form.

What If I Purchased My Item At An IRONMAN Event?

We will not accept exchanges for merchandise purchased at the events & official Merchandise Store unless the item you purchased is defective or you would like to exchange a full price item for the same item but in a different size.

For items purchased on site at an event, please check the following guidelines regarding returns/exchanges:

  • Please email euorders@ironmanstore.com with a copy of your receipt and details of the defect. If we have the item in stock we can exchange it or offer a store credit. This is all subject to the approval of Ironman
  • Full price items purchased at an event can only be exchanged for a different size of the *SAME item purchased, not a *different item. If the requested size is out of stock, we offer a store credit – no refund is possible

What if my order is returned due to incorrect shipping information?

Orders that are returned to our warehouse due to incorrect shipping information cannot be re-delivered.

 
 
 
Checkout FAQ's
 

What Our My Payment Options?

Ironman currently accepts credit cards from Visa & MasterCard.

Do I Have To Pay Sales Tax?

Additional duties and taxes (if applicable) will be charged to the receiver (in Switzerland, Norway and on Canary Islands) at the time of drop off/pickup.

I am having trouble ordering/I am getting a "Payment Bridge Error"?

For security reasons, our system must validate the Billing address you enter matches the address that is on file for the credit card or debit card account. Please double check the street address and zip code for the BILLING ADDRESS to make sure it is correct and the *same as the credit card account address. You may enter a different *Shipping address, but the *Billing address must match the address where your credit card statements are sent.

How do I know my transaction is secure?

ap.ironmanstore.com transactions are powered by Verisign which ensures your transactions are protected.

Is my account information private and secure?

eu.ironmanstore.com on eu.ironman.com offers merchandise for purchase. When you make a purchase through the Site, we may collect your credit card number or other payment account number, billing address (including postal code), and other information related to such purchase (collectively "Payment Information") from you.

We will use the Payment Information that you provide to bill you for your purchase and to fulfill your purchase. We may also use the Payment Information to allow us to ship or deliver tickets and/or receipts to you, respond to customer service requests, and to help prevent credit card fraud. By providing your Payment Information, you are authorizing us to give that information to third parties as necessary to confirm and fulfill your order (for example, to process your credit card or payment account number and to send you products you have ordered).

Discount FAQ's
 

Sale vs. Clearance

Sale items are items that have a limited time offering that can expire at any moment. Prior purchases are excluded from sale/promotional offers. Often times, Sale items will have a limited inventory & only be offered while supplies last.

Clearance items are items that are FINAL SALE & sold AS IS. These items are not eligible to be returned for a refund. Clearance items are subject to limited stock availability & are only offered while supplies last. Clearance items will be marked with a Red Slash through the original price and the clearance price will be shown beside it.

How Do Promotion Codes Work?

One promotion code per order may only be used. All promotion codes are available for a limited time, while supplies last and cannot be used once expired. These promotions are not redeemable for cash and are limited to one promotion per order, and in some cases promotions can only be redeemed once per person.

Are There Any Products That Are Excluded From Promotions?

The following products are excluded from promotional offers: Gift Cards, VIP Packages, Timex and Dooney & Bourke products. Additional products may be excluded within specific promotional offers.

How Do Free Gifts / Gift With Purchase Offers Work?

Free gifts are sometimes offered with purchases. To get the free gift, click on the offer and follow the instructions. Unless otherwise noted, you'll need to add the free item to your cart. It will not be added automatically.

What Is The Return Policy For Sale Offers / Promotional Offers?

If you return an item bought as part of a bundle or with a promotional discount and you do not return everything. We will reimburse you for what you do return, minus the value of the discount or freebie.

Contact
 

What Is The Customer Service Contact Information?

Brands With A Limited Warranty

Some of IRONMAN branded items come with a limited manufacturer's warranty. Any of these products can be serviced or replaced directly by the manufacturer. Our popular brands that contain limited warranties are listed below. If you have questions about which products have a warranty, feel free to contact our Customer Service department for more information about these products.

Foster Grant

Products: Sunglasses
Customer Service:

Dooney & Bourke

Products: Purses & Handbags
Customer Service:

Timex

Products: Watches & Wearables
Customer Service:

Roka Swimwear

Products: Wetsuits & Swimskins
Customer Service:

Ogio

Products: Gym Bags & Travel Bags
Customer Service:

Paradigm Health & Wellness

Products: Exercise Equipment
Customer Service:

How Do I Get My IRONMAN Ring Resized?

If you need to get your IRONMAN ring resized, you can contact our customer service department using the information above to get more details regarding returning the ring to be resized. There is no cost to have rings resized.

Shipping Cost To & From Our Resizing Provider Will Be At The Cost Of The Customer.
Please insure both shipments are insured!

Typographical Errors

In the event a product is listed with an incorrect price or with incorrect information due to typographical error or errors in pricing, quantities available or product information received from our suppliers, posted on our website, an affiliates website or a partner's website, IRONMAN Store shall have the right to refuse or cancel any orders placed for product listed at the incorrect price or out-of-stock. IRONMAN Store shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, IRONMAN Store shall immediately issue a credit to your credit card account in the amount of the charge.

 
 
 

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