- Scope and Delivery Terms
Kettle Group GmbH operates this online platform and coordinates shipments under Delivered Duty Paid (DDP) terms for destinations within Europe and the United States. Under these terms, any applicable import clearance fees, customs duties, or local taxes are handled directly prior to final delivery, ensuring no unexpected import charges for the recipient upon arrival. - Dispatch, Carrier Partners, and Transit Times
All shipments originate from our central dispatch facility located in Germany. We partner with reliable premium postal and freight networks—including DHL Priority, FedEx Priority, and UPS Priority—to facilitate international transport.
Order Processing Time: Orders are typically processed and prepared for dispatch within 1 to 3 business days following order confirmation.
Estimated Transit Time: Once processed, cross-border transit and local delivery generally require an estimated 5 to 7 business days.
Please Note: These timeframes are dependable estimates based on standard operational capacity. External factors beyond our direct control, such as statutory holidays, regional customs processing backlogs, or severe meteorological disruptions, may occasionally impact standard transit schedules.
- Shipment Tracking and Notifications
Automated status notifications are transmitted to the email address provided during the checkout process at key logistical milestones:
Upon initial dispatch from our facility (including the tracking reference number).
Upon arrival at principal sorting hubs.
When the consignment is out for localized delivery with the regional courier.
It is the responsibility of the recipient to monitor these updates and ensure availability for delivery based on the tracking data provided.
- Delayed or Missing Consignments
In the event that a delivery exceeds the standard estimated timeframe, customers are advised to contact our support desk at kettle@trailhydration.com.
Upon notification, we will initiate an official investigation with the respective carrier network to locate the package. Should the carrier verify the consignment as permanently misplaced or undeliverable through no fault of the recipient, Kettle Group GmbH will coordinate an appropriate resolution, which may include a replacement shipment or a standard reversal of the transaction based on the investigation outcome.
- Dispatch Location & Corporate Address
All products are securely dispatched from our central corporate location:
Berger Straße 77, 60316 Frankfurt am Main
Contact Information:
Tel: +49 69 48006040
Email: kettle@trailhydration.com