F.A.Q

HOW DOES IT WORKS ?
Buy on The Arsenale

The Arsenale is the destination for the ultimate motion experience.
The Arsenale makes it easy to discover the Internet’s most exclusive curated collection of motion products in a safe and simple way.

 

DELIVERY
How do I know if the product I ordered is available?

Once you have finalized your order on the site, after having entered your payment information, we will verify the availability of the product with the manufacturer. If the product is available with the requested specifications, the order is accepted and you will then be charged. If your product is not available, the order is cancelled and you will not be charged. The manufacturer has 5 days to accept or decline an order. In the event that your order is declined, you will receive an email from The Arsenale to inform you.

Who is in charge of product delivery ?

The moment that the manufacturer confirms the availability of the product, they immediately receive the contact details of the buyer and are responsible for packaging and preparing the product for delivery so that a transporter can come to collect the package. The buyer will then receive an email from The Arsenale indicating the name of the transporter, the tracking number, and the approximate delivery date. The buyer can then follow their order through the tracking number provided.

What are the estimated delivery times ?

The delivery times vary based on the products and the number of days necessary for the manufacturer to prepare the product for pick up by a transporter. The manufacturer specifies the number of days needed for each product. Therefore, when you place an order on the site, you will always know how many days it will take for your product to be delivered to you (delivery time = number of days necessary for the manufacturer to confirm availability of the product and prepare the product for pick up by the transporter + the estimated shipping time (2-7 working days)). You will be notified by email as soon as the transporter has the product. The name of the transporter, the tracking number and the approximate delivery date will be communicated to you.

What are the shipping costs?

The shipping costs are the responsibility of the buyer and are calculated according to a fee schedule that takes into account the dimensions and weight of the product as well as the country of delivery.
These shipping costs are not added to the price of the product until you confirm your shopping cart by adding your delivery address.
To estimate your shipping costs, you just need to place the product or products in your shopping cart and enter a country for delivery.
Do I have to pay import taxes when I have a product delivered to me?
Based on your delivery address, different tax rules and other fees may apply. If you are shipping to yourself from a foreign country, you may be required to pay import duties when you receive your products. The country in which the product is located is indicated on the summary of your shopping cart when placing your order. Neither we nor our manufacturing partners can control these fees and we cannot predict their amounts. You will be responsible for paying these taxes and import duties that are not included. Please contact your local customs office for more information before placing your order.
If the ordered product comes from a country that is a member of the European Economic Area (member countries of the European Union as well as Iceland, Norway and Lichtenstein) and you are also a citizen of that zone, then you will not be charged an import tax.

Am I protected in case there is a problem with delivery?

Within 14 days of receiving all products, the buyer is able to report any complaint about ordered products by sending an email to The Arsenale at support@thearsenale.com, provided their complaint meets one of the following criteria:
– Product not received: the product was not received by the buyer.
– Incorrect Product: the product received doesn’t correspond with the ordered product.
– Damaged Product: the product arrived damaged or broken.
In the event that a buyer complains about a product, once the manufacturer is informed about said complaint via email from The Arsenale, the manufacturer makes it their personal business to resolve the dispute with the buyer. The disputes are directly regulated between the buyer and the manufacturer. The manufacturer shall make his best effort to resolve the dispute between themselves and the buyer amicably.
Depending on the situation, the declared dispute will be settled either by a return of the product or a reimbursement.
If the product is returned by the buyer, the manufacturer shall reimburse the price of the product, the price of packaging, the shipping cost and return charges, if any.

 

RETURNS
Can I return a product if it does not suit me ?

For any purchase made through one of our manufacturers that is a member of the European Economic Area (member countries of the European Union as well as Iceland, Norway and Lichtenstein) and if you are also a citizen of that zone, you have a period of 14 days from receipt of the ordered product to claim a refund, from The Arsenale, without having to specify a reason or pay a penalty.
For any purchase made through a manufacturer that is not a member of the European Economic Area or if you are not a citizen of that zone, this right to claim a refund is not applicable.

What do I pay if I return a product ?

In the event that a return is made, the purchase price of the product, the packaging cost, and the shipping fees will be reimbursed, the return costs are at the expense of the buyer.

How can I return my product ?

The buyer can exercise their right to a return directly with The Arsenale by sending an email to the customer support address support@thearsenale.com. The Arsenale will then be responsible for notifying the manufacturer via email. The manufacturer then makes it their personal business to resolve the dispute with the buyer.

How will I be reimbursed ?

In the event of a refund, the price of the product, the packaging costs and the shipping fees will be entirely reimbursed by the manufacturer.
The product must be returned in a perfect state, in its original packaging and shipped under conditions identical to those of its original shipment. The return costs are fully borne by the buyer.

 

PAYMENT
Which means of payment are allowed ?

The Arsenale offers you the option to pay by debit card, wire transfer, or via PayPal.

How can I pay by wire transfer ?

You must select “payment by wire transfer” as your method of payment on your purchase. Once you have validated your order, our bank details will be sent to you by e-mail so that you are able to complete the wire transfer. The product or products will be sent to you by the manufacturers upon receipt of your transfer.
Each manufacturer will then reserve the ordered product or products for 5 working days from the initial confirmation of your order. In the event that the wire transfer is not received during this time period, the order will be cancelled.

Is payment secure ?

We have made the choice to use a powerful and rigorous tool to secure our payment methods. The Arsenale uses Stripe, a leader in online payments that uses the SSL (Secure Socket Layer) encryption procedure and 3D secure, the most efficient security system to date, and one that establishes an encrypted connection directly between the buyer and the bank.
The Arsenale has no ability to access confidential information relative to payment methods used by the buyer during purchase. Essentially, only Stripe is able to access this confidential information and it remains inaccessible to third parties.

When will I be charged ?

When you pay for a product with a debit card, you will be charged within 2 working days from the date of your order.

Can I have an invoice/receipt for my order?

Once the product is ordered, you will receive an invoice by e-mail, completed at the time of purchase.

 

PRICE
How are the prices determined on The Arsenale ?

At The Arsenale, our priority is to provide you with fair prices that are never higher than the manufacturer’s suggested retail price.