Shipping

By default we offer two shipping methods, Normal and Priority

The main difference between one and the other is that if you choose the priority one, in case of any small incident, your order will be prioritized over another with normal shipping.

For example, suppose that two customers order the same helmet and that for some reason when preparing the package it is detected that one of the two units has a manufacturing defect and it is necessary to order it again from the manufacturer. In that case, the priority shipping customer will be sent the available helmet and the normal shipping customer will be advised that their helmet may take a few more days due to this problem. It is just one of the many examples that we could put.

Shipping costs are calculated based on destination and weight and are reported before confirming the order.

With Normal shipping we offer the possibility of free shipping from a certain purchase amount, while priority shipping, due to its characteristics, does not have this possibility.

As a general rule, orders placed before 4:00 p.m. are delivered to the carrier the next day in the morning.

From there, it depends on where you live how long it takes to get to your house.

For example, if you place an order at 3:45 p.m. on a Monday and you live in a town in Germany, in 95% of the cases, it will reach you on Thursday morning.

If you do it at 6:00 p.m. on the same Monday, then it is very likely that they will deliver it to you on Friday.

Saturdays, Sundays and holidays we do not ship or deliver orders.

In Mxtotal we do not usually divide orders into several shipments, so if you buy several products with different delivery times, the order will arrive in the indicated period of the product that has the longest term.

The best way to know the final term is to add all the products you need to the basket and record your address on the order page, so our system will be able to show you below the shipping methods the expected delivery time for your entire order.

Yes, of course.

When your order is delivered to the carrier you will receive an email with the link to follow up, where you can check where it is at any time.

Some carriers will send you their own messages, both email and SMS.

If you install the carrier's application on your mobile phone, many times you will have more information and you can even make small modifications for a more satisfactory delivery.

Usually this does not mean that something is wrong.

It is usual that during the first hours the carrier's system does not show much information, since until the package is classified in the late afternoon, the tracking information is not updated.

If the next morning it still does not show you movements of the package, please try to contact the carrier to tell you if they have had any delays or problems.

You can contact us, but keep in mind that when the package leaves our facilities, all the information we have is the same that you can see.

Cost of shipments

  The shipping cost is calculated automatically based on the weight, volume and delivery address.

   From a certain amount, which varies depending on the country, we help you with an additional discount so that transport is cheaper and even free in some cases.

  For some countries, the system does not calculate the shipping cost automatically and you will have the possibility, in the checkout page, to request that we calculate the personalized shipping price for you.

When we receive a returned product that has been in the hands of the customer, regardless of whether it is an exchange, a return or any other reason, a complete review is carried out to verify that the product is in perfect condition to be sold to the public.

   This is the value that will be reimbursed to the client depending on the state in which it is found.

a)- The product is in perfect condition, has not been used/assembled, includes the manufacturer's original label and the manufacturer's original bag and/or box, 100% of the total price of the product will be refunded, but with these exceptions:

      - If the price of the product helped to make the shipping of the order free for the customer, but when returning it, the resulting order would not have exceeded that minimum amount, the shipping costs will be deducted from the returned value.

       - Electrical products, personalized products and single-use products will not be refunded in any case.

b)- The product is in perfect condition, has not been used/assembled, includes the manufacturer's original label but does not include the manufacturer's original bag and/or box, 80% of the total price of the product will be refunded.

c)- The product is in perfect condition, has not been used/assembled but does not include the manufacturer's original label or the manufacturer's original bag and/or box, 50% of the total price of the product will be refunded.

d)- The product is in poor condition or has been used/assembled even if it includes the manufacturer's original label and the manufacturer's original bag and/or box, the product will not be refunded and the customer may recover it by paying the shipping costs to his home address.

e)- The product is damaged due to insufficient protection for the return transport, it will not be refunded either and the customer can recover it by paying the shipping costs to his home address.

- You can return all products within 60 days after receiving them.

- EXCEPTIONS: Personalized products and perishable or food products. Electrical products cannot be returned either because during assembly they can be damaged by voltage changes or breakdowns in other parts of the motorcycle.

- If you receive a product damaged or different from the reference that appears in your order, we assume all the expenses and procedures of the change or return.

- If you no longer need or have made a mistake when ordering a product and want to return it, all expenses and procedures are at your expense.

Address to return products: A4 Moto Group SL (Mxtotal) - C/ Passeig del Carrilet, 13 - 17243  - Llambilles-Girona

In Mxtotal we indicate the indicative delivery times in these two spaces:

- In each product individually. Only that specific product is considered.

- On the checkout page, next to the shipping methods. It takes into account all the products added to the basket and the country of the registered customer.
  If you buy more than one product, this is the only term you should take into account.
  The delivery time is recorded with the order and can always be consulted in your account-> order details

Conditions and exceptions:

- We do everything possible to deliver all orders within the deadline and if possible, before, but we insist that the delivery time is approximate and may vary for many reasons. Here are some.

- If you make an order with deferred payment (bank transfer, for example) you have to add to the delivery time the days it will take for the money to be transferred to our account.

- The delivery time is indicated by default for the main cities and large towns of Western Europe.

- If you live very far from the capital of your country and you are also in a small town or in a house far from the urban nucleus, delivery may be delayed up to two or three days longer than indicated, as carriers try to optimize travel.

- UK customers should not take these deadlines into account, since at this time and due to Brexit we do not ship there. Sorry.

- If the carrier has a breakdown, incident or accident, delivery may be delayed and in no case will it be passed on to Mxtotal.

- If the customer is not at the delivery address when the carrier passes or the customer has misspelled the address or with missing data, there may also be a delay in delivery not attributable to Mxtotal.

- If there are defects in a product, stock error or typographical error, the delivery time may be altered.
   If your order is for a single product, you will be notified of the problem and we will refund the money immediately.
   If the order is for several products, you will be informed of the different possibilities and once the solution has been agreed with you, the order will be sent, counting the term from that moment.

Recommendations for a successful delivery

- From the moment you place the order until it arrives at your home, there are many people involved in the process working for you, management, nerves, rush, kilometers and possible human errors, so make it as easy as possible and everything will arrive sooner.

- Before confirming the order, double check that you have everything you need and that it is the right thing to do. Stopping and modifying an order once it has been completed implies certain delays and extra steps that can harm other customers.

- Write well and complete the address with as much information as possible. Street, house number, floor, door, correct zip code, telephone, etc.

- Put a delivery address where someone is always there all day. Carriers typically can't make custom routes and schedules just for you.

- If you put the address of a store or company, also put the name of the exterior sign next to the address.

- Even if you put a note asking the carrier to call you before delivery, many will not do it due to the workload they have, so you better follow the previous advice.

- Make the orders with time. If you remember to ask for a clutch on a Thursday afternoon, chances are high that you won't be able to ride a motorcycle that weekend.

- If, despite having complied with all the conditions and recommendations described here, your order is delivered after the deadline, we will compensate you with 25% of the value of the products purchased (May 2021)

- Thank you for helping us to give you a better service.