This Shipment Policy (hereinafter referred to as the “Policy”) describes how the orders are shipped, when you place orders with us on our website, i.e. https://www.vizlen.com/ (hereinafter referred to as the “Website” or “Site”).
By placing an order with us, you agree to the terms set out in this Shipment Policy. We encourage you to read the following sections carefully so you know what to expect and how to get in touch with us if something doesn't go as planned.
If you have any questions about your order, feel free to contact our customer care team at help@vizlen.com.
1. Shipping Coverage and Fulfillment Location
We operate from a single fulfillment location and ship orders within the United States and internationally. Shipping availability, methods, and delivery timelines depend on the destination and the shipping option selected at checkout.
We use reputable commercial shipping carriers selected based on destination, service level, and operational requirements. Carrier selection is made on a commercially reasonable basis to ensure reliable delivery.
2. Order Processing Time
Orders are typically processed within 1 to 5 business days after the order is placed. Processing includes order verification, fraud checks, quality inspection, and packaging. Processing times may be longer during high-volume periods, product launches, promotions, or holidays.
Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking details.
We reserve the right to delay or hold shipment if additional verification is required for fraud prevention, address confirmation, or payment review.
Orders containing multiple items may be shipped in separate packages depending on inventory availability, packaging requirements, or carrier routing. Each shipment may arrive at a different time and may have separate tracking information. A shipment is considered fulfilled once each package in the order is delivered.
3. Shipping Methods and Estimated Delivery Timeframes
Delivery timelines begin after an order has been processed and shipped. All delivery timeframes are estimates only and are provided for informational purposes. They are not guaranteed and do not form part of a contractual obligation.
Standard Shipping: 3–7 business days
Expedited Shipping: 2–3 business days
Overnight Shipping: 1 business day
Standard International Shipping: 7–21 business days
Expedited International Shipping: 5–10 business days
Delays may occur due to customs processing, carrier delays, weather conditions, labor disruptions, peak seasons, or other factors beyond our control.
4. Shipping Costs
Shipping costs are calculated and displayed at checkout based on destination, order value, and selected shipping method.
Free shipping, if offered, applies only when the order meets the minimum purchase amount displayed at checkout at the time of purchase. Free shipping eligibility cannot be applied retroactively after checkout.
5. Tracking Information
Tracking numbers are provided for all shipments. Customers are responsible for monitoring tracking updates and delivery status using the tracking information provided.
6. Delivery Address Requirements
We ship only to valid residential or commercial street addresses. We do not deliver to P.O. boxes, APO/FPO addresses, or parcel lockers. Customers must ensure that all shipping information provided at checkout is accurate and complete.
Customers are fully responsible for providing correct and complete shipping details. We are not responsible for delivery delays, loss, or misdelivery caused by incorrect or incomplete address information.
Orders that are lost, delayed, or marked undeliverable due to address errors are not eligible for refunds.
7. Order Cancellations and Address Changes After Order Placement
Customers may request cancellation of an order or one shipping address update within thirty (30) minutes from the time of order confirmation.
After this 30-minute window, or once an order has been processed or shipped, address changes cannot be guaranteed. Any successful rerouting after shipment is subject to carrier approval and additional fees, which must be paid by the customer.
8. Customs, Duties, and International Fees
For international orders, customers must pay all customs duties, taxes, import fees, and other charges imposed by the destination country. These charges are not included in product prices or shipping costs. Refusal to pay customs duties or taxes is treated as a customer-initiated delivery failure.
9. Signature Requirement for High-Value Orders
For higher-value orders, we may require a signature upon delivery to ensure secure receipt. This requirement is determined at our discretion based on order value, destination, or carrier policies.
If a signature is required and the customer is unavailable to receive the delivery, the shipment may be marked as failed, and re-shipping fees will apply.
10. Risk of Loss and Delivery Completion
Risk of loss and responsibility for the shipment transfers to the customer once the carrier confirms delivery to the address provided at checkout.
Delivery completed using carrier-approved methods, including safe-drop, doorstep delivery, or delivery without signature (when permitted), is considered valid and completed delivery.
11. Orders Marked as Delivered but Not Received
If tracking information shows an order as "delivered", the order is considered successfully delivered. Customers must:
- Verify the shipping address used at checkout
- Check all possible delivery locations such as mailrooms, front desks, or secure drop-off areas
- Check with neighbors, household members, or building management
- Contact the carrier directly for proof of delivery, including GPS confirmation if available
Claims of non-receipt must be reported to us within 48 hours of the delivery status, unless required otherwise by applicable law. We are not responsible for packages marked as delivered and do not guarantee replacements or refunds in such cases.
12. Lost Packages
If a package is confirmed lost in transit by the carrier, we will file a claim with the carrier. Resolution depends on the outcome of the carrier's investigation. Based on the claim result, we may offer a replacement or refund at our discretion. If tracking confirms delivery, the shipment is considered fulfilled.
13. Damaged Shipments
If an order arrives damaged, the issue must be reported within 24 hours of delivery, unless required otherwise by applicable law. Customers must provide clear photos of the damaged item and original packaging.
After review and verification, we may offer a replacement, store credit, or refund at our discretion. Damage caused by normal wear, misuse, or improper handling after delivery is not covered.
14. Failed Deliveries, Refused Shipments, and Returns to Sender
If delivery fails due to incorrect address details, refusal to accept delivery, refusal to pay customs duties, failed signature attempts, or carrier access issues, the customer is responsible for all re-shipping costs and any additional handling fees.
If a package is returned to us, any refund issued will exclude original shipping costs and may be subject to deductions.
15. International Delivery Failures
International shipments delayed, abandoned, destroyed, or returned due to customs issues, address errors, or refusal of delivery are not eligible for refunds if the shipment cannot be recovered.
16. Force Majeure
We are not responsible for any delay, failure, or interruption in shipping or delivery caused by events beyond our reasonable control. This includes, but is not limited to, natural disasters, extreme weather conditions, pandemics, epidemics, acts of government or regulatory authorities, customs delays, port congestion, labor strikes, transportation disruptions, fuel shortages, war, terrorism, civil unrest, cyber incidents, power outages, carrier service interruptions, or any other circumstances that make shipping impractical, unsafe, or impossible.
In such cases, delivery timelines may be extended, orders may be delayed, suspended, or cancelled, and such events do not qualify for refunds, cancellations, or compensation for shipping delays, unless required by the applicable law(s).
17. Applicable Law Rights
Nothing in this Shipping Policy is intended to limit, exclude, or override any rights or remedies you may have under applicable consumer protection laws that cannot be lawfully waived. Where any provision of this Policy conflicts with such mandatory legal rights, those rights will apply to the extent required by law.
18. Chargebacks and Disputes
Customers must follow this Shipping Policy before initiating any chargeback or payment dispute. Failure to comply with this policy may result in tracking information, delivery confirmation, and policy acceptance being submitted to the payment provider as dispute evidence.
19. Reservation of Right
Vizlen reserves the right to cancel any order at our sole discretion, including but not limited to cases where the product is unavailable, payment cannot be processed, the shipping address is incomplete or invalid, or the order violates our Terms & Conditions. In the event of a cancellation, we will notify you promptly and provide a full refund if payment has already been made. This right to cancel also extends to suspected fraudulent or unauthorized transactions.
20. Updates
We reserve the right to modify or update this Policy at any time without prior notice. Any changes will take effect immediately upon posting on the website.