Shipping & Delivery Policy

1. Processing & Fulfillment Timelines

• Order Processing: Standard order processing takes 1 to 2 business days (excluding weekends and regional holidays) before dispatch. During promotional events, product launches, or peak seasonal periods, processing times may extend up to 3 business days.
  
  
• Order Modifications & Cancellations: Once an order is placed, it is immediately transmitted to our automated fulfillment network for processing. Requests to cancel, alter addresses, or modify items must be submitted within 2 hours of purchase. After this window, orders cannot be canceled or modified, and must follow our standard Return & Refund Policy upon receipt.
  
  

2. Estimated Shipping Times & Delivery

• Standard Express Delivery (All Supported Destinations): 4 to 7 business days (excluding weekends and holidays) post-dispatch.
  
  

3. Order Tracking & Status Updates

• Tracking Activation: Please allow 24 to 48 hours after receiving your shipping confirmation email for the courier system to update and reflect physical scans.
  
  
• Carrier Responsibility: Once a package is handed over to the postal authority or logistics carrier, the shipment is in the carrier’s care. Tracking updates depend entirely on carrier scanning protocols.
  
  

4. Customs, Import Duties & Taxes

• Customer Responsibility: International shipments may be subject to import taxes, sales taxes (VAT/GST), customs duties, and local clearance fees assessed by the destination country's government. All applicable taxes, duties, and customs fees are the sole responsibility of the customer.
  
  
• Refused Shipments: If a customer refuses to pay customs duties, rejects parcel delivery, or fails to collect the parcel from local customs/postal hubs, the parcel will be abandoned or returned to our overseas warehouse. Refused or abandoned packages are non-refundable, and any incurred return shipping or disposal fees will be deducted from any potential credit consideration.
  
  

5. Delivery Verification, Incorrect Addresses & Unclaimed Packages

• Address Accuracy: Customers are fully responsible for providing complete and accurate shipping details (including apartment/suite numbers, postal codes, and recipient contact phone numbers). Flexlon is not responsible for lost, delayed, or misdelivered shipments resulting from incorrect or incomplete address entries.
  
  
• Delivered Status: If tracking indicates that a package has been successfully delivered to the address provided (status marked as "Delivered" by the postal carrier), Flexlon's fulfillment obligation is complete. We do not issue refunds or replacements for packages marked as delivered.
  
  
• Stolen Packages: If your package is marked as delivered but you cannot locate it, please contact your local carrier immediately to file a theft or misplacement claim and check with neighbors or local building management.
  
  

6. Lost, Damaged, or Missing Packages in Transit

• Damaged Goods on Arrival: If an outer shipping parcel arrives visibly damaged, you must take high-resolution photos/videos of the damaged packaging before opening it and contact us within 48 hours of delivery.
  
  
• Lost Parcels: A parcel is formally classified as lost in transit only after confirmation from the carrier after an official investigation, which may take up to 10 business days. Once verified lost, a replacement shipment will be processed.
  
  

Contact Information