FAQ
Service Updates
UK: Important updates to shipping services. READ BEFORE ORDERING!
Due to recent changes in Royal Mail policy and pricing, Tracked 48 now only offers compensation up to £75, compared to the previously compensated £150. This means for orders containing £75-£150, only the first £75 of contents can be claimed back from RM in the event of a missing or damaged package.
For now, we are continuing to offer the T48 shipping option to customers purchasing up to £150, however customers who use this service for orders above £75 value do so at their own risk. Alternatively, for the time being customers may elect to use the Special Delivery service instead, which covers contents up to £750 of value.
We are working to update our shipping practices, potentially migrating away from Royal Mail services should the service be deemed no longer to meet the needs of ourselves or our customers. This may result in an increase in shipping costs at checkout in the near future, though we will do our best to try and keep the shipping rates as low as feasibly possible.
CANADA: Why can't I place an order?
Due to industrial action in Canada Post, our current shipping provider (Royal Mail) have ceased accepting orders bound for Canada. Due to this, we have had to make the unfortunate decision to stop accepting orders until shipping services resume to the country.
USA: Why are the "Duties" on my order so high?
The duties charged for orders bound for the USA are calculated by Shopify based on the country of origin for each of the products in an order. There is currently a known issue where orders which contain mixed countries of origin (ie. orders with items sourced from multiple different countries) have duties applied incorrectly, most commonly by applying the highest duty applicable in an order to the entire order.
For example, an order containing x1 GCC product (source: China) and multiple Ra'is products (source: USA) will often have the Chinese tariff applied to the entire order value, rather than just the single GCC item.
Until a proper resolution can be found, we are currently manually calculating the duties applicable to an order that has this issue, comparing that to the duties paid by the customer, and where applicable refunding the difference. This is a time-intensive task which we would prefer not to have to undertake, but our customers should not be paying more in duties than is legally required. Hopefully we will have a better solution in the near future.
Shipping
What courier does Caledonian Clones use?
We primarily use Royal Mail for customer orders. This helps keep shipping costs down for our customers.
For international orders, Royal Mail handle the package until it leaves the UK, at which point it is handed over to a local courier in the destination country. In most instances, this is the country's national postal service, though there are exceptions.
In rare instances, we will ship with another courier (eg. UPS, DHL, FedEx, etc.) when the value of the package exceeds what Royal Mail will allow contents cover for. This usually only happens with orders over £250 of value which are international.
How long will it take for my order to be dispatched?
During regular periods, we aim to get packages out within 2-5 working days. During exceedingly busy periods (such as the weekend of a big product drop), packing and dispatch may take longer than normal as we attempt to keep up with demand.
Periodically we will be out of the country at different points in the year. During these times, orders may be packed and dispatched by a trusted family member, unless the time we will be away is less than 1-2 weeks. In those instances, orders will be packed and dispatched after we return. These time periods will be clearly notified on the main page of the website.
How long will my order take to arrive?
For Domestic Customers:
Orders typically take between 2-3 days on average to arrive after they have been dispatched. You will receive a notification once we have dispatched the order at a Post Office, at which point you can expect the item to arrive in the timeframe that matches your shipping option (1 Day for Special Delivery, 2 Days for Tracked 48/2nd Class). Please allow up to 14 days from the date which you receive a dispatch notification before reaching out to us, as Royal Mail has been known to take longer than anticipated on occasion.
For International Customers:
International shipping times can vary wildly based on a number of factors including destination country, geopolitical issues, natural disasters/phenomena, etc.
On average, customers in Europe report orders arriving within 2 weeks of dispatch, whilst the rest of the world can take much longer. We kindly ask that you allow 8 weeks from the date of dispatch before contacting us to begin a missing package claim. This is because packages have been known to take much longer than expected to arrive to the recipient, or can often end up being returned to us in Scotland. In the case of a returned package, we will reach out to you in order to determine if you would like to have the order re-sent or refunded.
Will I have to pay customs/taxes/import fees?
We are legally obligated to report packages correctly. This will likely result in some fees for the customer to pay upon arrival in the destination country (domestic shipments do not incur import fees). It is up to the customer to check what fees they will be liable for upon arrival in the destination country, and if applicable payment. If an order is subject to fees upon arrival and the customer does not pay these when requested by their local courier and/or governmental body, the package may be returned to us in Scotland. If this occurs, we will reach out to arrange replacement shipping or a refund (minus shipping costs).
USA: Why does my order cost so much?
Due to recent changes to the customs policies of the United States of America, orders shipped to the USA are liable for all Duties and Tariffs. These are required to be paid by the seller, Caledonian Clones in this instance, and are based on the country of origin of the items in your order. We are now including these in the price you pay at checkout to enable us to pay the import fees for you prior to dispatch.
An example would be an order containing the following:
- x1 Grandpa Clone Customs product.
- x2 The Brickway products.
- x1 Ra'is Customs product.
Fees for this order would be calculated based on the country of origin (manufacture) and the corresponding US government tariff at that time.
- x1 Grandpa Clone Customs product = Tariffs on Chinese products at the time of ordering.
- x2 The Brickway products = Tariffs on Italian products at the time of ordering.
- x1 Ra'is Customs product = No tariff on American products at time of ordering.
The total fees will be the sum of the above. An additional 50p fee has been added to all shipping options to cover Royal Mail's PDDP service fee for paying duties in advance of delivery.
If you are unhappy with these fees, you can make your voice heard by contacting your districts government representatives in writing. These additional costs are the result of the tariffs introduced by President Trump in the Summer of 2025, and the ongoing tariff war with China and Europe, amongst others. Unless there is vocal feedback from the people who vote representatives into office, there is no way of knowing if these policies will be eased or reversed, and you the American consumer will continue to pay the tariffs.
Remember tariffs are paid by the end customer, not the country products come from. They can sometimes serve a purpose to help negotiate better deals or increase domestic production, but tariffs are always passed on to the buyer. If you disagree with this, you have the power to push for change.