International Shipping & Support
Madrone HQ Location
- Street & Number: 280 East Hersey Street
- Building Number: Unit 25
- City: Ashland
- State: Oregon
- Postal Code: 97520
- Country: United States
Buying Outside the US
- We ship internationally, but we also have a growing international dealer network.
- We support all customers, but for customers outside the US, costs are higher, shipping takes longer. Its just a reality when buying products from a company in another country.
Taxes and & Duties
- All the taxes & duties will be clearly presented in your cart before you check out so there won't be any surprises.
- Orders are shipped DDP so in the unusual event that there is an unexpected fee, the shipper pays it.
Shipping Address
- Please make sure your shipping address is clear, complete and free of typos.
- Address errors are a common reason for delays and lost shipments.
Order Changes
- We always do our best to help, but is very risky to request changes to orders that have already been placed.
- We often have a huge email backlog.
- Most orders ship the following business day after it is placed, but some take up to 3 business days to ship.
- Once it has shipped, we do not have have control over shipping.
Returns and Exchanges
- We support returns and exchanges, but please know that you will need to cover the shipping costs, and the shipping duration will add time.
- More details can be found in our Stoke Guarantee.
Tracking
- When the shipping label is generated, you will receive an email with a link that allows you to track the package.
Typical Shipping Speed
- Most international orders arrive within 1 week, but sometimes it can take up to 2 weeks.
- Transferring between warehouses and clearing customs adds unpredictable time delays to international shipping.
- Each Jab derailleur is built to order. We get orders shipped within a few business days of the order arriving, and often the next business day.
Delays
- Shipping delays are not uncommon for international shipments due to transferring between warehouses and customs.
- The info in your tracking link has as much info as we can see too, and can sometimes be delayed or even incorrect.
- Usually delayed shipments arrive in a few extra days, but you can email us too.
Lost or Damaged
- If your shipment is lost, damaged, or we sent the wrong items, you can count on us to make it right.
- International shipments do take longer, so we ask for your understanding regarding the time it takes to resolve these issues and get the product to you.
International Carriers
- UPS: Primary
- DHL: Secondary
- FedEx: Occasional
International Shipping Cost
- Shown in your cart before you check out.
- The cost depends on the destination, and we use flat rates that range from $32 to $48 USD, regardless of the order size.
- We ship using reliable, reasonably priced services.
Checkout Issues
- If the order is less than $40 USD, we do not ship it internationally because its not a good deal for customers.
- If you are trying to get Super Shims, you can source them from your preferred hardware source using the specs on the product page.
- If you still cannot checkout, it could be that we do not ship to your country.
- If there are other checkout issues, you can email us.
Special Requests
- We cannot change the value on the customs declaration.
- If you need faster shipping please email us in advance and we will work with you on options.
Mail-In Rebuilds
- This service is for US customers only due to the high costs and time delays of international shipping.
- You may want to contact a dealer near you if you want service.
- We also provide full instructions on our Support page and offer all spare parts if you want to rebuild it yourself.
International Dealers
- We have a growing list of international dealers.
- Dealers can be located here.
- You can buy from them or from our website.
Countries We Ship To
We ship to these countries outside the US:
- Canada
- United Kingdom
- Ireland
- Germany
- Poland
- Belgium
- Netherlands
- Switzerland
- Austria
- France
- Spain
- Portugal
- Italy
- Norway
- Sweden
- Finland
- Denmark
- Australia
- New Zealand
- Mexico
- Singapore
- Peru
- Brazil
- Argentina
- South Africa
- Columbia
- Chile
- Slovenia
- Hong Kong
- Israel
- Japan
- Andorra
- Hungary
- Slovakia
- Romania
- Malaysia
- Thailand
- Puerto Rico
- Qatar
- Taiwan