Shipping policy
Shipping Policy
Thank you for shopping with FLEXZEN. This Shipping Policy explains how we process, ship, and deliver Knee Brace orders placed on our website.
1. Order processing
Orders are typically processed and shipped within 24 hours on business days (Monday–Friday, excluding public holidays). Orders placed on weekends or holidays are processed on the next business day.
You will receive an order confirmation email after checkout. A second email with tracking information is sent when your order ships.
We cannot modify the shipping address after an order has been fulfilled. If you need to change the address, contact us as soon as possible at support@flexzen.co.
2. Shipping methods and delivery times
Delivery times start after we ship your order, not from the moment of purchase. They are estimates and may vary by destination, carrier capacity, weather, and customs (for international orders).
Typical delivery windows after dispatch:
- Domestic standard: 7–14 business days
- International standard: 7–21 business days
3. Where we ship
We currently ship to the destinations listed at checkout. If a country or region is not available, it will not appear as a shipping option.
We do not ship to P.O. boxes where the carrier cannot deliver, unless that option is offered at checkout.
4. Tracking
Once your order ships, we send a tracking number to the email used at checkout. You can also track your order from your account if you checked out as a customer, or by contacting us with your order number.
Tracking can take 24–48 hours to update after the label is created.
5. Duties, taxes, and customs (international orders)
For international shipments, import duties, taxes, and customs fees may be charged by your country. These charges are the customer’s responsibility unless we collect them at checkout (for example through Shopify Duties and Import Taxes or a DDP service).
If a package is refused or abandoned at customs, we cannot refund original shipping, duties, or return-to-sender fees.
6. Incorrect or incomplete addresses
Please double-check your shipping address before placing the order. We are not responsible for delays or lost packages caused by an incorrect, incomplete, or outdated address provided at checkout.
If a package is returned to us because of an address error, we may reship it after you pay any additional shipping costs, or refund the product minus original shipping and return fees.
7. Lost, delayed, or damaged packages
If tracking shows no movement for an unusually long time, or the package arrives damaged, contact us at support@flexzen.co with your order number and photos (for damage). We will work with the carrier to locate the shipment or arrange a replacement or refund, as appropriate.
Once the carrier marks a package as delivered, it is the customer’s responsibility to check with household members, building staff, or neighbors. If you believe the package was marked delivered in error, contact us within 7 days of the delivery scan so we can open a carrier investigation.
8. Undeliverable packages
If a package is returned to us as undeliverable (refused, unclaimed, or incorrect address), we will contact you. We may:
- reship the order after additional shipping is paid; or
- refund the product price, minus original shipping and any return-to-sender costs.
9. Order changes and cancellations
If you need to cancel or change an order, email support@flexzen.co as soon as possible. We will try to help if the order has not yet been fulfilled. Once an order has shipped, it cannot be cancelled. Returns are handled under our Refund Policy.
10. Force majeure
Delivery may be delayed by events outside our control, including carrier disruption, severe weather, customs holds, or other unforeseen circumstances. We will update you if we become aware of a significant delay.