MotoX

motox.mk

SHIPPING POLICY

 

⚖️  Legal Framework

This Shipping Policy is issued in compliance with:

•  Law on Consumer Protection — Official Gazette No. 215/2022 (in force 15 November 2022)

•  Law on Electronic Commerce — Official Gazette No. 133/2007 (as amended)

•  Law on Obligations — Official Gazette No. 18/2001 (as amended)

•  Law on Postal Services — Official Gazette No. 158/2010 (as amended)

•  Law on Personal Data Protection — Official Gazette No. 42/2020 (as amended 294/2021, 101/2025)

•  Customs Law of the Republic of North Macedonia — Official Gazette No. 21/1998 (as amended)

•  Harmonised with EU Consumer Rights Directive 2011/83/EU

 

1.  Company & Contact Information

2.  Scope of This Policy

3.  Delivery Areas

4.  Our Third-Party Delivery Partners

5.  Domestic Shipping — North Macedonia

6.  International Shipping

7.  Shipping Costs

8.  Order Processing & Dispatch Timeframes

9.  Delivery Timeframes & Estimates

10.  Shipment Tracking

11.  Failed Delivery & Redelivery

12.  Inspection Upon Delivery

13.  Damaged, Lost, or Missing Shipments

14.  Customs, Duties & Import Taxes

15.  Shipping Restrictions

16.  Cash on Delivery (COD) Conditions

17.  Risk of Loss & Transfer of Title

18.  Force Majeure & Exceptional Delays

19.  Consumer Rights & Dispute Resolution

20.  Amendments to This Policy

21.  Contact Us

 

This Shipping Policy applies to all orders placed through the MotoX online store, operated by:

 

Brand Name:	MotoX
Website:	https://www.motox.mk
Legal Entity:	RICORP GROUP DOOEL Skopje
EMBS:	7245807
VAT Number:	4058017528427
Shipping Inquiries:	motox@ricorp.mk
Country of Origin:	Republic of North Macedonia
Working Hours:	Monday – Friday, 09:00 – 17:00 CET

 

This Shipping Policy governs all aspects of the delivery of physical goods ordered through motox.mk. It applies to all customers — whether individual consumers or business buyers — and covers domestic deliveries within the Republic of North Macedonia and international shipments to selected destinations.

 

This policy should be read together with our Terms of Service and our Return & Refund Policy, both of which are available at motox.mk and are incorporated herein by reference.

 

 

3.1 Domestic Deliveries — Republic of North Macedonia

MotoX delivers to all cities, towns, and rural areas within the Republic of North Macedonia, including but not limited to:

•     Skopje Metropolitan Area — including all municipalities

•     Bitola, Tetovo, Kumanovo, Ohrid, Strumica, Veles, Štip, Gostivar, Kičevo, and all other major cities

•     Rural and remote regions — delivery to remote areas may take additional time and may be subject to adjusted delivery fees

 

 

3.2 International Deliveries

MotoX ships to selected international destinations. International shipping availability, costs, and estimated timeframes are displayed at checkout based on your delivery address. We currently ship to the following regions where supported by our carrier partners:

•     European Union Member States

•     Western Balkans — Serbia, Albania, Kosovo, Montenegro, Bosnia and Herzegovina

•     Turkey and the broader MENA region (selected destinations)

•     United States, Canada, Australia, and other destinations via international express carriers

 

Availability of international shipping may vary by product, weight, or carrier restrictions. MotoX reserves the right to restrict international delivery of certain product categories.

 

MotoX works with a network of trusted, licensed third-party courier and postal service providers to ensure reliable and timely delivery of your orders. By placing an order, you acknowledge and accept that your delivery will be handled by one of the following third-party carriers, depending on your delivery address, product type, selected service, and availability at the time of dispatch.

 

 

4.7 Carrier Terms & Conditions

Each of our third-party delivery partners operates under their own terms and conditions, insurance policies, and liability limits. By placing an order with MotoX, you acknowledge that the physical transport of your goods is subject to the applicable carrier's terms once the parcel has been dispatched from our facility. Links to each carrier's terms are available on their respective websites.

 

MotoX is not responsible for delays, losses, or damages caused by the carrier's actions or omissions, except where such liability is imposed by mandatory provisions of the Law on Consumer Protection or the Law on Obligations of the Republic of North Macedonia.

 

5.1 Available Domestic Service Levels

 

Service Level	Est. Delivery Time	Tracking
Standard Delivery	3–7 business days	✓ Online
Express Delivery	1–2 business days	✓ Real-time
Same-Day Delivery	Same day (order by 11:00)	✓ Real-time
Economy / Postal	2–5 business days	✓ Online
Freight / Bulk	By arrangement	✓ Portal

 

 

5.2 Remote and Rural Areas

Deliveries to villages and remote rural areas may take additional 1–3 business days beyond standard timeframes, depending on the carrier's logistics network in those areas. Additional delivery surcharges may apply for certain remote destinations. Where applicable, these will be clearly displayed at checkout before you confirm your order.

 

5.3 Cash on Delivery Domestic

Cash on Delivery (COD) is available for all domestic deliveries within North Macedonia. Please refer to Section 16 of this policy for full COD conditions.

 

6.1 Available International Service Levels

 

Destination Zone	Carrier(s)	Service Type	Est. Delivery Time
Western Balkans	DHL / Macedonia Post EMS	Express / Standard	2–5 business days
European Union	DHL / FedEx / UPS	Express / Standard	3–7 business days
USA & Canada	FedEx / UPS / DHL	International Express	4–8 business days
Australia & NZ	FedEx / DHL	International Express	5–10 business days
MENA Region	DHL / FedEx	International Express	5–10 business days
Rest of World	Macedonia Post EMS	Standard International	7–21 business days

 

 

6.2 International Shipping Restrictions

Not all products available on motox.mk can be shipped internationally. Restrictions may apply based on the product category, destination country's import regulations, or carrier limitations. Products that cannot be shipped internationally will be flagged at checkout.

 

7.1 Pricing Principles

In compliance with Article 42 of the Law on Consumer Protection (Official Gazette No. 215/2022), the total shipping cost — inclusive of all charges — is displayed clearly before you confirm your order. No additional shipping charges will be applied after order confirmation.

 

7.2 Domestic Shipping Cost Structure

 

Service Level	Order Value	Shipping Cost
Standard Delivery	Below free shipping threshold	Standard rate (displayed at checkout)
Standard Delivery	Above free shipping threshold	FREE
Express Delivery	Any order value	Express surcharge applies
Same-Day Delivery (Skopje)	Any order value	Same-day surcharge applies
Remote Area Surcharge	Any order value	Additional charge if applicable
Cash on Delivery (COD) Fee	Any order value	COD processing fee applies

 

 

7.3 International Shipping Costs

International shipping costs are calculated dynamically at checkout based on: your delivery country, the total weight and dimensions of your order, the selected service level, and carrier rates at the time of dispatch. The full cost will always be clearly shown before you confirm your order.

 

7.4 VAT on Shipping

Where applicable under Macedonian VAT law, VAT will be applied to shipping charges and will be clearly itemised on your invoice. RICORP GROUP DOOEL Skopje VAT number: 4058017528427.

 

8.1 Processing Window

After your payment has been confirmed, your order enters our processing queue. We aim to process and dispatch orders within the following timeframes:

 

Order Type	Processing Time	Dispatch Cutoff	Notes
Standard in-stock orders	1–2 business days	14:00 CET	Orders before cutoff may dispatch same day
Express / same-day orders	Same business day	12:00 CET	Skopje only; stock permitting
Pre-order or back-order	Varies	On stock arrival	Communicated at order placement
Custom / special order	5–15 business days	On completion	Confirmed by email
Bulk / freight orders	2–5 business days	By arrangement	Contact motox@ricorp.mk

 

 

8.2 Peak Period Processing

During high-volume periods — such as promotional sales, holidays, or special events — processing times may be extended. We will notify customers of any significant delays via our website and, where applicable, by email.

 

8.3 Order Confirmation & Dispatch Notification

You will receive the following email notifications:

•     Order confirmation email — sent immediately after order placement

•     Dispatch notification email — sent when your parcel is handed to the carrier, including your tracking number and carrier details

•     Delivery confirmation — sent by the carrier when your parcel has been delivered (where supported by the carrier)

 

9.1 Important Notice on Delivery Estimates

All delivery timeframes stated in this policy and at checkout are estimates based on historical data and carrier standards. They are not guaranteed delivery dates. Actual delivery times may vary due to factors outside our control, including carrier capacity, weather, customs processing, and public holidays.

 

 

9.2 Delayed Deliveries

If your order has not arrived within the estimated delivery window, please follow these steps:

1.   Check your tracking link provided in your dispatch email

2.   Allow 2 additional business days beyond the estimated delivery date before contacting us

3.   If still undelivered, contact us at motox@ricorp.mk with your order number

4.   We will investigate with the carrier and provide an update within 3 business days

 

10.1 Tracking Availability

All orders dispatched by MotoX are trackable. Your tracking number and a direct link to the carrier's tracking portal will be included in your dispatch notification email.

 

10.2 Tracking Delays

Tracking information may take up to 24 hours to update after dispatch, particularly for standard shipments. For international shipments, tracking events may be less frequent during transit between countries. If your tracking shows no movement for more than 5 business days, please contact us at motox@ricorp.mk.

 

11.1 Reasons for Failed Delivery

A delivery attempt may fail due to:

•     No one being present at the delivery address to accept the parcel

•     An incorrect, incomplete, or inaccessible delivery address provided by the customer

•     Refusal of delivery by the recipient

•     Failure to comply with customs requirements (international shipments)

•     Security or access restrictions at the delivery location

 

11.2 Notification

Where a delivery attempt fails, the carrier will typically leave a delivery failure notice (physical card or electronic notification) at the address. You will also receive an email notification from MotoX, where feasible. The carrier will usually hold your parcel at a local depot or collection point for a defined period.

 

11.3 Redelivery

Redelivery conditions depend on the carrier.

 

 

11.4 Uncollected Parcels

If a parcel is not collected or redelivery cannot be arranged within the carrier's holding period, the parcel will be returned to MotoX. In such cases, we will contact you to arrange re-shipment (at your cost) or to issue a refund of the product price, less any shipping and return logistics costs incurred.

 

We strongly encourage you to inspect your parcel at the time of delivery and before signing any delivery confirmation. If the outer packaging shows visible signs of damage, tampering, or impact, you should:

5.   Note the damage clearly on the carrier's delivery receipt before signing

6.   Take clear photographs of the damaged packaging before opening the parcel

7.   Open the parcel in the presence of the courier where possible

8.   Check the contents against your order

9.   Report any damage to MotoX at motox@ricorp.mk within 48 hours of delivery

 

 

13.1 Damaged Goods

If your order arrives damaged, please contact us at motox@ricorp.mk within 48 hours of delivery with:

•     Your order number

•     Clear photographs of the outer packaging and the damaged product(s)

•     A description of the damage

 

We will assess your claim and, where justified, arrange a replacement, repair, or refund in accordance with our Return & Refund Policy and your rights under the Law on Consumer Protection (Official Gazette No. 215/2022).

 

13.2 Lost Shipments

A shipment is considered lost if it has not been delivered within:

•     15 business days beyond the estimated delivery date — for domestic shipments

•     30 business days beyond the estimated delivery date — for international shipments

 

Once a shipment is confirmed lost by the carrier (following their internal investigation process), MotoX will offer you either a full replacement shipment or a complete refund of the purchase price and shipping costs. All lost parcel investigations are initiated and managed by MotoX on your behalf — you do not need to contact the carrier directly.

 

13.3 Missing Items from an Order

If your order arrives with fewer items than ordered, please contact us within 48 hours of delivery. We will investigate and dispatch any missing items or issue a partial refund as appropriate.

 

13.4 Carrier Liability

Each carrier maintains its own cargo insurance and liability framework. MotoX holds commercial shipping agreements with all our carrier partners that include provisions for claims in the event of loss or damage. These commercial protections are managed entirely by MotoX and do not limit your statutory rights as a consumer.

 

14.1 Domestic Shipments

All domestic deliveries within the Republic of North Macedonia are not subject to customs procedures. VAT is included in the product price as stated on our website and confirmed on your invoice.

 

14.2 International Shipments — Customer Responsibilities

For international orders, the recipient (customer) is responsible for all customs clearance requirements, import duties, taxes, and any other charges imposed by the destination country's authorities. These charges are determined by the destination country and are entirely outside MotoX's control.

 

 

14.3 Customs Documentation

MotoX will provide accurate and compliant customs declarations for all international shipments, including:

•     Correct HS tariff codes for all products

•     Accurate declared values (we do not under-declare values)

•     Country of origin information

•     Detailed product descriptions

 

14.4 Import Restrictions at Destination

Certain products may be restricted or prohibited for import in specific countries. It is the customer's responsibility to verify that the ordered product is permitted for import into their country before placing an international order. MotoX cannot be held liable for seizure or destruction of goods by customs authorities of the destination country.

 

15.1 Items We Cannot Ship

In compliance with applicable Macedonian law, carrier terms and conditions, and international shipping regulations, certain items cannot be shipped by MotoX. These include:

•     Hazardous materials and chemicals classified as dangerous goods under IATA/IMDG regulations

•     Flammable liquids exceeding carrier-permitted thresholds

•     Pressurised containers and aerosols above permitted limits

•     Goods that are illegal in the destination country

•     Counterfeit goods or goods infringing intellectual property rights

•     Products prohibited under Macedonian export control laws

 

15.2 Weight & Dimension Limits

Standard parcel shipments are subject to the following general limits (carrier-specific limits may apply).

 

Orders that exceed standard parcel limits will automatically be assessed for freight shipping. We will contact you to discuss freight options and associated costs.

 

16.1 Availability

Cash on Delivery (COD) is available for all domestic deliveries within the Republic of North Macedonia. COD is not available for international shipments.

 

16.2 How COD Works

10. You select 'Cash on Delivery' as your payment method at checkout

11. Your order is processed and dispatched in the same way as prepaid orders

12. Upon delivery, you pay the full order amount (including any delivery and COD fees) in cash directly to the carrier's delivery agent

13. The carrier collects the cash and remits it to RICORP GROUP DOOEL Skopje

14. An electronic fiscal invoice is issued and sent to your email address

 

16.3 COD Fees

A COD processing fee, set by the carrier, will be applied to COD orders and clearly displayed at checkout before you confirm your order. This fee covers the carrier's cash collection and remittance service.

 

16.4 COD Refusal

If you refuse or are unable to pay at the time of delivery for a COD order without a valid reason, MotoX reserves the right to:

•     Charge the actual delivery and return logistics costs to you

•     Restrict or suspend your ability to use COD for future orders

•     Pursue recovery of costs through available legal channels in accordance with the Law on Obligations

 

17.1 Risk Transfer

In accordance with the Law on Consumer Protection (Official Gazette No. 215/2022) and the Law on Obligations (Official Gazette No. 18/2001), risk of loss or damage to goods passes to you (the consumer) at the moment of physical delivery to you or to a third party designated by you (other than the carrier).

 

If you have arranged your own carrier or collection — not using a carrier designated by MotoX — risk of loss passes at the moment the goods are handed to that carrier or collected from our premises.

 

17.2 Title Transfer

Legal title to goods passes to you upon full receipt of payment. For COD orders, title transfers upon physical delivery and collection of payment. We reserve full rights over goods until payment is complete. In the event of non-payment, we retain the right to recover the goods.

 

MotoX and its carrier partners are not liable for shipping delays caused by circumstances beyond reasonable control, including but not limited to:

•     Natural disasters, extreme weather events, floods, or earthquakes

•     Government actions, embargoes, trade restrictions, or border closures

•     Labour strikes or industrial action by carriers or postal workers

•     Pandemics or public health emergencies

•     Acts of war, terrorism, or civil unrest

•     Technical failures of carrier infrastructure or IT systems

•     Customs delays or actions by governmental authorities

 

In the event of a force majeure delay, we will communicate with affected customers as soon as practicable and will offer the options of waiting for delivery or cancelling the order for a full refund, in compliance with the Law on Consumer Protection.

 

19.1 Your Statutory Rights

Nothing in this Shipping Policy limits or excludes your rights under the mandatory consumer protection provisions of Macedonian law, including your:

•     Right to receive goods within the agreed or implied delivery timeframe

•     Right to cancel and receive a full refund if goods are not delivered as agreed (Law on Consumer Protection, Art. 57)

•     Right to file a complaint about delivery services

 

19.2 How to Complain

If you have a complaint regarding your delivery, please contact us first:

•     Email: motox@ricorp.mk — Subject: 'Delivery Complaint – Order #[ORDER NUMBER]'

•     Working hours: Monday – Friday, 09:00–17:00 CET

 

We will acknowledge your complaint within 3 business days and aim to resolve it within 15 business days, as required under the Law on Consumer Protection.

 

19.3 External Complaint Bodies

If we are unable to resolve your complaint, you may contact:

•     State Market Inspectorate (Државен пазарен инспекторат — DPI): www.dpi.gov.mk

•     Organization of Consumers of Macedonia (OCM): sovetuvanja@opm.org.mk

•     Postal Agency of the Republic of North Macedonia: for complaints about postal service quality

 

RICORP GROUP DOOEL Skopje reserves the right to amend this Shipping Policy at any time to reflect changes in carrier services, logistics arrangements, applicable law, or our business practices. When material changes are made, we will update the 'Effective Date' at the top of this document and notify registered customers by email or via a website notice.

 

The Shipping Policy in force at the time your order was placed will govern that specific order.

 

For all shipping-related enquiries, please contact our customer service team:

 

Company:	RICORP GROUP DOOEL Skopje
Brand:	MotoX
Website:	https://www.motox.mk
Shipping Queries:	motox@ricorp.mk
Subject Line:	Include your Order Number in the subject
Working Hours:	Monday – Friday, 09:00 – 17:00 CET
EMBS:	7245807
VAT Number:	4058017528427

 

the Law on Electronic Commerce (Official Gazette No. 133/2007), and the Law on Postal Services (Official Gazette No. 158/2010)

of the Republic of North Macedonia.

Third-party carrier names, trademarks, and service descriptions are the property of their respective owners and are referenced for informational purposes only.