Order Shipping and Processing Information
HP Tuners Europe processes orders Monday through Friday, 8:30 AM to 1:00 PM UK time, excluding weekends and holidays. Orders placed after 12:00 PM UK time will begin processing on the following business day.
Digital and Credit Orders:
Orders placed on our site for credits and other digital orders process and allocate to your device/account within minutes. Please be sure to resync your Interface to receive credits and other digital upgrades for your MPVI. Make sure you update to the latest VCM Suite software.
Standard Hardware Orders:
Orders containing in-stock hardware, accessories, interfaces, and other non-service products may require 1-2 business days for processing before shipment.
Controller Services & Upgraded Controllers:
Orders containing ECM, PCM, or TCM services, upgraded controllers, unlocked controllers, or other custom modifications require additional processing time beyond standard order fulfillment. Please see the Controller Service Processing Estimates section below for detailed turnaround estimates.
Shipping Options
HP Tuners Europe offers both standard and express shipping with various couriers.
Important: Expedited shipping only affects shipping transit time after an order has been processed and shipped and does not impact the processing time for your order.
*Delivery guarantees begin once the order has been processed and handed to our couriers. Couriers do not guarantee these timelines if impacted by weather or other unavoidable issues.
European Shipping Notes
European orders may be subject to import duties, taxes, VAT, customs fees, or other charges imposed by the destination country. HP Tuners includes customs documentation with all European shipments; however:
- Customers are responsible for any import duties, taxes, VAT, customs fees, or brokerage charges.
- HP Tuners cannot adjust or understate the declared value of shipments.
- HP Tuners is not responsible for customs-related delays.
- Swiss orders are subject to local VAT regulations.
HP Tuners (.com and .eu) does not ship to the following countries:
- Russia
- Iran
- Ukraine (Customers must provide freight forwarding details)
Shipping Rates
Shipping charges are calculated to find the lowest cost amongst our couriers and displayed during checkout.
Shipping Confirmation & Order Tracking
Once an order is placed, customers will receive an order confirmation email to the designated email on the order.
After an order has been processed and marked as “Completed”, you will receive two emails. The first email will mark the order as complete, and the second email will contain tracking information for your order.
If you placed your order while logged into your HP Tuners account, order updates can also be viewed from the “Orders” section of your account.
We strongly recommend creating and logging into your HP Tuners account before placing an order. This allows:
- Order history verification
- Faster order validation
- Access to invoices
Instructions and Information for Controller Upgrade Services
Shipping Address for Controller Upgrade Services
HP Tuners Europe LTD
ATTN: [Write the name of the service ordered here/ORDER NUMBER HERE]
Suite 101, HubSpace (Devonshire Business Centre)
Works Road
Letchworth Garden City
SG6 1GJ
United Kingdom
Example:
HP Tuners Europe LTD
ATTN: [T93 TCM Service (Global B)/1234567]
Suite 101, HubSpace (Devonshire Business Centre)
Works Road
Letchworth Garden City
SG6 1GJ
United Kingdom
BE SURE YOUR HP TUNERS ORDER NUMBER IS CLEARLY WRITTEN ON THE SHIPPING LABEL OR PACKAGE
Shipping Your Controller to HP Tuners
DO NOT SHIP UNTIL YOU HAVE PLACED YOUR ORDER
After purchasing a service:
- Complete the shipping form provided after purchase.
- Print the completed form.
- Place the form inside your shipping box.
- Package the controller securely to prevent shipping damage.
If you do not receive the shipping form, please check your spam, junk, or promotions folder or download here:
Packaging Recommendations
Unless specifically instructed otherwise, only send the controller being serviced. Do not include:
- Wiring harnesses
- Brackets
- Mounting hardware
- Accessories
- Sensors
- Other vehicle components
HP Tuners is not responsible for unnecessary items included in a shipment. Customers are responsible for ensuring controllers are packaged securely to prevent damage during transit. Upon receipt, HP Tuners Europe will inspect the controller for damage, and if deemed in an unacceptable condition, we reserve the right to return the controller and refund the service cost only. If the shipping instructions are not followed, your service order may be delayed in processing.
Additional Hardware Ordered with Controller Services
Any hardware purchased in the same order as a controller upgrade service or upgraded controller will be held and shipped together once the controller upgrade has been completed.
To avoid delays receiving other products, HP Tuners recommends placing separate orders for:
- MPVI interfaces
- RTD interfaces
- Credits
- Sensors
- Accessories
- Other hardware products
Shipping Costs for Controller Services
Customers are responsible for shipping costs when sending an ECM, PCM, or TCM to HP Tuners. The shipping charge collected during checkout only covers return shipping from HP Tuners back to the customer after service has been completed.
Controller Service Processing Estimates
Controller service turnaround times begin after the controller has been received, inspected, and checked into our system, not when the carrier shows the package as delivered.
The following controllers are serviced/upgraded from our UK headquarters:
| Controller | Estimated Time |
|---|---|
| Dodge PCM | 5 Business Days |
| E90/93 ECM | 5 Business Days |
| T87A TCM | 5 Business Days |
| MG1 ECM (Powersports) | 5 Business Days |
The following controllers are serviced/upgraded in our US headquarters. These controllers must be shipped to our UK headquarters for initial screening. Shipping costs to/from our US headquarters are covered by HP Tuners. Please allow for additional shipping time in between our UK and US headquarters.
*These estimates begin after the controller has been received in our UK headquarters and checked into our system and do not include inbound or return shipping times. Actual turnaround times may vary depending on controller type, inventory availability, service demand, testing requirements, and order volume (i.e. ordering multiple controller upgrades may add processing time to your order).
| Controller | Estimated Time |
|---|---|
| RAM CM2450 | 13 Business Days |
| Dodge GPEC4 | 13 Business Days |
| Dodge GPEC5 | 13 Business Days |
| E46 ECM | 13 Business Days |
| E99 ECM | 13 Business Days |
| T93 ECM | 13 Business Days |
| E41 ECM | 13 Business Days |
| Global B E01 ECM | 13 Business Days |
| Global B E42 ECM | 13 Business Days |
| Global B E66 ECM | 13 Business Days |
| Global B E68 ECM | 13 Business Days |
| Global B E90/93 ECM | 13 Business Days |
| Global B E99 ECM | 13 Business Days |
| Global B T93 TCM | 13 Business Days |
| Global B T46 TCM | 13 Business Days |
European Controller Shipments
Avoiding Tariffs on European Shipments
Some European shipments will incur duties or taxes that must be paid through the courier prior to HP Tuners Europe Ltd receiving the shipment. HP Tuners does not pay these fees; if they are not paid, the courier will return the shipment to you.
To avoid unnecessary tariff charges on shipping your controller to HP Tuners for servicing, please see the PDF linked below with instructions for the most popular carriers, UPS, DHL, and FedEx.
AVOID INTL TARIFF INSTRUCTIONS
Returns
For any refund/return requests, please reach out to europesales@hptuners.com, they will assist you with eligibility and instructions.
Please note that all digital sales are final. This includes, but is not limited to:
- HP Tuners Credits
- Digital licenses
- Downloadable software
- Other digital products
Before purchasing any digital product, please verify compatibility with your vehicle, hardware, and intended application. If you have questions before purchasing, please contact europesales@hptuners.com.
Hardware Returns
Unopened hardware must be returned within 30 days of the purchase date. HP Tuners will not accept any returns where the tamper seal has been broken.
Refund requests submitted after 30 days from the purchase date, upon approval, will be issued as a store credit coupon equal to the original purchase value. HP Tuners cannot refund payments to the original payment method after 30 days.
Opened Products
HP Tuners does not accept returns on opened products. If your HP Tuners product does not meet your expectations or you experience an issue, please contact support@hptuners.com so our team can assist before requesting a return.
Upgraded Controllers
HP Tuners does not accept returns or refunds on completed controller module services or purchases.
Lost or Damaged Shipments
If your package arrives damaged or appears to have been lost during transit, please contact europesales@hptuners.com as soon as possible. Claims may require photographs of packaging, product condition, and cooperation with the shipping carrier during the investigation process.
Frequently Asked Questions
Q: When will my order ship?
A: Standard hardware orders typically require 1-2 business days for processing. Orders containing controller services, upgrades, upgraded controllers, exchanges, or other custom modifications require additional processing time. See the Controller Service Processing Estimates section above.
Q: When does my controller turnaround time begin?
A: Turnaround time begins after your controller has been received, inspected, and checked into our system. Please allow up to two business days after delivery for receiving and check-in.
Q: Can I pay to expedite controller processing?
A: No. Expedited shipping only affects shipping transit time after the order has been processed and shipped.
Q: How can I upgrade my shipping?
A: Please contact europesales@hptuners.com to request a shipping upgrade. This is time sensitive and may not always be feasible.
Q: Where do I ship my interface for upgrade or controller for service?
A: Shipping instructions and the correct ATTN information are listed on the product page for the service you purchased.
Q: Can I change my shipping address after placing an order?
A: Contact europesales@hptuners.com immediately. Address changes cannot be guaranteed once an order has entered processing or has shipped. We are unable to change the address on orders placed via a third party. You will need to contact the third party you ordered from to adjust the address.
Q: Will HP Tuners provide a return shipping label?
A: Return shipping labels are provided only for approved RMA defective products.
Q: Can I drop off or pick up my order at HP Tuners?
A: No. HP Tuners is not open to the public and does not allow customer drop-offs or pickups.
Q: Will HP Tuners contact me when my controller arrives?
A: HP Tuners will not directly contact you when your controller arrives at our UK headquarters. We will only contact you once your controller has been upgraded. We strongly advise you to ship your controller to our headquarters using a tracked and signed-for shipping service.
Q: I received a tracking number but there is no movement. Why?
A: Your package may be awaiting pickup by our couriers. Please allow up to 24 hours for tracking activity to begin.
Q: My package shows delivered, but I cannot find it. What should I do?
A: Check with household members, neighbours, building management, and your local courier facility. If you still cannot locate the package, contact europesales@hptuners.com.
Q: Do I need to use a specific courier when shipping products to HP Tuners?
A: No. Customers may use any courier when shipping products to HP Tuners. We recommend retaining tracking information until delivery has been confirmed.
Q: Does HP Tuners ship to PO Boxes?
A: No. HP Tuners cannot deliver to PO Boxes.
Q: Will I be charged duties, taxes, or VAT?
A: European customers are responsible for any duties, taxes, VAT, customs fees, or import charges imposed.
Q: Can HP Tuners lower the declared value on customs paperwork?
A: No. HP Tuners cannot alter or understate the declared value of European shipments.
Q: Can I choose the return shipping carrier?
A: No. HP Tuners uses UPS, FedEx, and DHL for return shipping, and the courier will be selected based on the best option to reach the customer’s address.
Q: Can I return HP Tuners Credits?
A: No. All digital sales, including Credits, are final and non-refundable.
Q: Who should I contact with order or shipping questions?
A: Please contact europesales@hptuners.com for assistance with any shipping-related questions.