Shipping & Delivery
Overview
At polunex order delivery generally consists of two separate stages:
- Processing Time – the time required to verify, prepare, pack, and submit your order for dispatch.
- Shipping Time – the estimated transit time from dispatch until delivery to the destination.
Estimated Total Delivery Time = Processing Time + Shipping Time
We work with fulfillment partners, logistics providers, warehouses, and shipping carriers to help process and deliver orders as efficiently as reasonably possible.
Please review the estimated delivery times below before placing your order.
Processing Time
Most orders are prepared and submitted for dispatch within approximately:
1–3 business days
after the order is placed and payment has been successfully received.
Processing may include:
- Order verification;
- Payment confirmation;
- Product availability checks;
- Quality checks, where applicable;
- Packaging; and
- Submission to the appropriate warehouse, fulfillment center, or shipping partner.
Business days are generally Monday through Friday and exclude weekends and public holidays.
Processing may take longer during:
- Weekends;
- Public holidays;
- Product launches;
- Promotional campaigns;
- Periods of high order volume;
- Temporary product availability issues;
- Payment verification; or
- Address verification.
Please note:
Processing time is separate from shipping time.
The estimated shipping time described below begins only after your order has been processed and dispatched.
Estimated Shipping Times
Shipping time begins after your order has been dispatched from the applicable warehouse, fulfillment center, or shipping partner.
Estimated shipping times vary depending on the destination country or region.
United States
Standard Tracked Shipping:
Approximately 2–4 weeks
Estimated Total Delivery Time:
Approximately 1–3 business days processing + 2–4 weeks shipping
Delivery times may vary depending on:
- Product availability;
- Customs clearance;
- Destination location;
- Local carrier conditions;
- Seasonal shipping demand; and
- Other circumstances outside our reasonable control.
Canada
Standard Tracked Shipping:
Approximately 2–4 weeks
Estimated Total Delivery Time:
Approximately 1–3 business days processing + 2–4 weeks shipping
Delivery times may vary depending on:
- Product availability;
- Customs clearance;
- Destination location;
- Local carrier conditions;
- Seasonal shipping demand; and
- Other circumstances outside our reasonable control.
Australia and New Zealand
Standard Tracked Shipping:
Approximately 2–4 weeks
Estimated Total Delivery Time:
Approximately 1–3 business days processing + 2–4 weeks shipping
Delivery times may vary depending on:
- Product availability;
- Customs clearance;
- Destination location;
- Local carrier conditions;
- Seasonal shipping demand; and
- Other external factors.
United Kingdom and Europe
Standard Tracked Shipping:
Approximately 2–4 weeks
Estimated Total Delivery Time:
Approximately 1–3 business days processing + 2–4 weeks shipping
Delivery times may vary depending on:
- Product availability;
- Customs procedures;
- Destination country;
- Destination location;
- Carrier performance;
- Seasonal shipping demand; and
- Other circumstances outside our reasonable control.
Other Supported Countries and Regions
Standard Tracked Shipping:
Approximately 2–5 weeks
Estimated Total Delivery Time:
Approximately 1–3 business days processing + 2–5 weeks shipping
Delivery times may vary depending on:
- Shipping destination;
- Product availability;
- Customs processing;
- Local delivery conditions;
- Carrier operations;
- Seasonal shipping demand; and
- Other circumstances outside our reasonable control.
Important Delivery-Time Information
The delivery estimates shown above are provided for general guidance only and are not guaranteed delivery dates unless a guaranteed delivery service is expressly stated during checkout.
For clarity:
Processing Time: approximately 1–3 business days
plus
Shipping Time: approximately 2–4 weeks or 2–5 weeks depending on the destination
equals the estimated total time between successfully placing an order and receiving it.
For example, an order shipped to the United States will generally require:
1–3 business days for order processing
followed by approximately:
2–4 weeks for shipping after dispatch.
Actual delivery may take longer due to circumstances including:
- Remote delivery locations;
- Customs inspections or clearance;
- Severe weather;
- Public holidays;
- Peak shopping periods;
- Carrier disruptions;
- Transportation restrictions;
- Local regulatory requirements;
- Failed delivery attempts; or
- Other circumstances outside polunex's reasonable control.
Insured Shipping
Where shipping protection or insured shipping is offered, selected, and paid for during checkout, eligible orders may receive additional protection if the shipment is confirmed lost in transit or arrives damaged.
To submit a claim, please contact:
polunex Customer Support
Email:
support@polunex.com
Please provide:
- Your order number;
- Your tracking number;
- A description of the issue;
- Clear photographs or videos where relevant;
- Photographs of the shipping package and shipping label; and
- Any additional information reasonably required to investigate the claim.
After the claim has been reviewed and approved, polunex may provide an appropriate resolution, which may include:
- Replacement;
- Refund; or
- Another suitable solution depending on the circumstances and applicable shipping protection terms.
Shipping protection generally may not apply to:
- Packages confirmed as correctly delivered by the carrier;
- Incorrect or incomplete addresses provided by the customer;
- Packages refused by the recipient;
- Packages not collected from a carrier or pickup location;
- Theft, loss, or damage occurring after confirmed delivery;
- Customs delays, duties, restrictions, or confiscation caused by local import requirements; or
- Claims submitted without sufficient supporting information.
These exclusions do not limit any rights you may have under applicable law.
Priority Insured Shipping
Where Priority Insured Shipping is available and selected at checkout, it may provide priority during polunex's internal order-processing stage and may include applicable shipping protection.
Priority Insured Shipping primarily relates to order processing priority and/or applicable shipment protection.
Priority processing does not guarantee faster carrier transit and does not guarantee delivery by a specific date.
Unless a different estimated delivery time is expressly displayed during checkout, the standard estimated shipping times listed in this Shipping & Delivery Policy continue to apply.
Depending on:
- Order volume;
- Product availability;
- Fulfillment location;
- Customs procedures;
- Carrier performance; and
- Delivery destination,
the total delivery time may be similar to Standard Tracked Shipping.
Any specific benefits included with Priority Insured Shipping will be displayed during checkout where applicable.
Separate Shipments
In some cases, products within the same order may be fulfilled separately depending on:
- Product availability;
- Warehouse arrangements; and
- Fulfillment requirements.
As a result, items from the same order may:
- Be shipped separately;
- Have different tracking numbers;
- Arrive on different dates; or
- Be delivered by different carriers.
Where available, separate tracking information will be provided for each shipment.
You will not be charged additional shipping fees solely because polunex chooses to divide an order into multiple shipments after checkout.
Before reporting an item as missing, please review all shipping confirmation emails and tracking information associated with your order.
Tracking Your Order
After your order has been dispatched, polunex will send a shipping confirmation email containing available tracking information.
Tracking information may not become available immediately after dispatch.
Depending on the carrier, tracking information may take several days to appear or update.
Tracking updates may also take longer depending on:
- Carrier systems;
- Shipping routes;
- Customs processing;
- International transit arrangements; and
- Destination conditions.
A delay in tracking updates does not necessarily mean that your package has stopped moving.
You may track your package through:
- The carrier's official website;
- The tracking link included in your shipping confirmation email; or
- A supported third-party tracking service, such as 17TRACK, where applicable.
Please ensure that the email address entered during checkout is complete and accurate.
If you do not receive a shipping confirmation email after your order has been dispatched, please check your:
- Spam folder;
- Junk folder; or
- Promotions folder.
If you still cannot locate your shipping confirmation, please contact us at:
Shipping Delays
Although we work with our fulfillment and shipping partners to process and deliver orders as efficiently as reasonably possible, delivery may occasionally take longer than the estimated time.
Possible causes of delays include:
- High order volumes;
- Peak shopping seasons;
- Customs inspections or clearance delays;
- Public holidays;
- Severe weather;
- Natural disasters;
- Carrier delays or service disruptions;
- Remote delivery locations;
- Transportation restrictions;
- Incorrect or incomplete shipping information;
- Failed delivery attempts;
- Product availability;
- International or local regulatory inspections; or
- Other events outside polunex's reasonable control.
polunex works with fulfillment and shipping partners to dispatch orders as quickly as reasonably possible while maintaining order accuracy and appropriate product handling.
However, unless a specific guaranteed delivery service is expressly offered during checkout, we cannot guarantee delivery by a particular date.
If your order has exceeded the applicable estimated delivery time, please contact:
and provide your order number and available tracking information so that we can assist you.
Customs, Duties, and Taxes
International orders may be subject to additional charges imposed by the destination country or relevant authorities.
These charges may include:
- Customs duties;
- Import taxes;
- Value-added tax (VAT);
- Brokerage charges;
- Handling fees;
- Customs-clearance charges; or
- Other fees imposed by local authorities.
Unless otherwise stated during checkout, these charges are the customer's responsibility and are not included in the product price or shipping fee.
polunex does not control:
- Customs charges;
- Local import requirements; or
- Customs-clearance processing times.
Customers are responsible for ensuring that products ordered from polunex may legally be imported into and used in their destination country or region.
If an order is rejected, delayed, confiscated, destroyed, or returned by customs due to:
- Local laws;
- Import restrictions;
- Unpaid charges; or
- Failure to provide requested documentation,
polunex may not be able to refund shipping fees, customs charges, or other related costs, except where required by applicable law.
Any refund for returned products will be handled according to our:
Returns, Refunds & Exchanges Policy
and applicable law.
Incorrect or Incomplete Addresses
Customers are responsible for providing complete and accurate shipping information during checkout.
Please carefully review:
- Recipient's full name;
- Street address;
- Apartment, suite, or unit number, where applicable;
- City;
- State, province, or region;
- Postal or ZIP code;
- Country;
- Telephone number; and
- Email address.
polunex may not be responsible for delivery delays, failed deliveries, or losses caused solely by incorrect or incomplete shipping information provided by the customer, except where responsibility cannot legally be excluded.
If you notice an error in your shipping address after placing your order, please contact us as soon as possible.
If a package is returned because of:
- An incorrect address;
- An incomplete address;
- A failed delivery attempt;
- Refusal of delivery; or
- Failure to collect the package,
the customer may be responsible for costs actually incurred, including:
- Reshipping costs;
- Return shipping fees;
- Customs charges;
- Carrier handling fees; or
- Other related costs.
Where permitted by applicable law, these costs may be deducted from any refund otherwise due.
Order Changes and Address Corrections
To request a change to your order or shipping address, please contact us as soon as possible and preferably within:
24 hours of placing the order
Email:
support@polunex.com
Please include:
- Your full name;
- Your order number; and
- The exact information you would like to change.
We will make reasonable efforts to update your order before processing begins.
However, changes are not guaranteed.
Once an order has been:
- Processed;
- Packed;
- Submitted for fulfillment; or
- Shipped,
we may no longer be able to modify:
- The shipping address;
- The recipient's information;
- Product options or variants;
- Product quantities;
- The shipping method; or
- The contents of the order.
Providing a new address after dispatch does not guarantee that the carrier will be able to redirect the package.
Please carefully review all order and delivery details before completing checkout.
Failed Delivery Attempts
Depending on the carrier and destination, a package may be delivered to:
- The shipping address provided at checkout;
- A secure location near the property;
- A neighbor, where permitted by the carrier;
- A local post office;
- A carrier pickup point; or
- A parcel locker.
The carrier may make one or more delivery attempts before returning the package.
Customers are responsible for:
- Monitoring available tracking information;
- Following carrier instructions; and
- Collecting packages from designated pickup locations within the applicable collection period.
Failure to collect a package does not automatically qualify the order for a full refund.
Any returned shipment will be handled according to our:
Returns, Refunds & Exchanges Policy
and applicable law.
Packages Marked as Delivered
If tracking shows that your package has been delivered but you cannot locate it, please first:
- Check around the delivery location;
- Ask other household members;
- Check with neighbors;
- Check your building reception, front desk, or mailroom;
- Contact the local carrier; and
- Allow a reasonable period in case tracking was updated shortly before completion of delivery.
If the package remains missing, please contact polunex Customer Support with:
- Your order number; and
- Tracking information.
Email:
support@polunex.com
Where available, we may assist you with a carrier investigation.
Packages confirmed by the carrier as correctly delivered may not qualify for replacement or refund unless required by applicable law or covered by applicable shipping protection.
Lost or Damaged Shipments
If tracking indicates that a shipment may be lost in transit, or if your order arrives damaged, please contact us as soon as reasonably possible.
Email:
support@polunex.com
Please provide:
- Your full name;
- Your order number;
- Your tracking number;
- A description of the issue;
- Photographs of damaged products, where applicable;
- Photographs of the outer shipping package; and
- Photographs of the shipping label.
Please retain all packaging and affected products until your claim has been reviewed.
We may contact the relevant carrier or fulfillment partner to investigate the shipment.
Depending on the circumstances, applicable shipping protection, and applicable law, an appropriate resolution may include:
- Replacement;
- Refund; or
- Another suitable remedy.
Delivery Restrictions
polunex reserves the right to restrict or decline shipping to certain locations where:
- Shipping services are unavailable;
- Carrier restrictions apply;
- Import or export restrictions apply;
- Local laws prohibit the shipment or importation of the product;
- Reliable delivery cannot reasonably be provided; or
- Other legal or operational restrictions prevent fulfillment.
If we are unable to fulfill an order because we cannot ship to the destination provided, we will contact the customer and, where applicable, cancel and refund the affected order.
Relationship Between Registered Address and Fulfillment Locations
The registered business address is not necessarily the location from which customer orders are shipped, fulfilled, or returned.
Orders may be handled by:
- Third-party logistics providers;
- Fulfillment partners;
- Warehouses; or
- Shipping carriers
depending on the product, destination, and operational requirements.
Customers should not send returns or other packages to our registered business address unless specifically instructed to do so by polunex Customer Support.
For return instructions, please refer to our:
Returns, Refunds & Exchanges Policy
or contact:
Your Legal Rights
Nothing in this Shipping & Delivery Policy is intended to limit or exclude any mandatory rights available to you under applicable consumer-protection law.
Where applicable law provides mandatory rights relating to:
- Delivery;
- Refunds;
- Replacements;
- Cancellations; or
- Other consumer protections,
those legal requirements will apply.
If any provision of this policy conflicts with a mandatory consumer right under applicable law, the applicable legal requirement will take precedence.