Shipping policy

SHIPPING POLICY

Last updated: July 26, 2026

At SensoLuxe, we are committed to providing reliable order fulfillment, transparent shipping information, and excellent customer support throughout the delivery process.

Please read this Shipping Policy carefully before placing an order.

1. Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully confirmed.

Processing includes order verification, preparation, packaging, and transfer to the shipping carrier.

Processing time is separate from the estimated shipping time.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

During holidays, promotional events, inventory verification, payment verification, or periods of unusually high order volume, processing may require additional time.

If we are unable to dispatch your order within the stated processing period, we may contact you with an updated estimated dispatch date and available options.

2. Estimated Delivery Time

Estimated delivery time is:

10–20 business days after dispatch.

Business days do not include weekends or public holidays.

Delivery estimates are provided in good faith but are not guaranteed delivery dates.

Actual delivery time may vary depending on:

  • destination country or region;
  • customs processing;
  • local postal services;
  • carrier delays;
  • weather conditions;
  • transportation disruptions;
  • public holidays;
  • incomplete delivery information;
  • other circumstances outside our reasonable control.

A delayed shipment does not automatically indicate that a package has been lost.

3. Shipping Destinations

We currently ship to eligible destinations displayed during checkout.

Because Pure NMN is a dietary supplement, customers are responsible for ensuring that the product may legally be imported into their destination country.

Availability during checkout does not guarantee that local import regulations allow every product.

SensoLuxe reserves the right to cancel and refund any order before shipment if we determine that the destination cannot reasonably be serviced or that import restrictions may prevent successful delivery.

4. Tracking Information

Tracking information is provided for every eligible shipment.

Tracking updates may require several business days to appear after the shipping confirmation email has been sent.

During international transit, tracking may temporarily stop updating while the shipment:

  • travels internationally;
  • is transferred between carriers;
  • undergoes customs inspection;
  • enters the destination country's delivery network;
  • awaits processing by local postal services.

Temporary tracking interruptions do not automatically indicate that a package has been lost.

Customers may track their shipment at any time using our Track Your Order page or directly through the shipping carrier.

5. Customs, Duties & Import Charges

International shipments may be subject to:

  • customs inspections;
  • import duties;
  • taxes;
  • tariffs;
  • brokerage fees;
  • handling charges;
  • other government-imposed fees.

Unless specifically stated during checkout, these charges are not included in the purchase price and remain the responsibility of the customer.

Customs authorities operate independently from SensoLuxe.

Customs inspections, import procedures, and local regulations may extend delivery times beyond our estimated delivery window.

Customers are responsible for:

  • complying with local import regulations;
  • paying any applicable duties or taxes;
  • responding to requests from customs authorities or shipping carriers;
  • accepting delivery of the shipment.

6. Customs Holds, Refused Shipments & Abandoned Packages

If your shipment is delayed due to customs, we will gladly assist by providing available tracking information and, where appropriate, contacting the shipping carrier.

A shipment may be returned, abandoned, destroyed or refused if the customer:

  • refuses delivery;
  • refuses to pay import duties or taxes;
  • fails to provide information requested by customs;
  • provides an incorrect shipping address;
  • fails to collect the shipment;
  • attempts to import products prohibited by local regulations.

If a package is returned to us, any return or refund request will be handled in accordance with our Return & Refund Policy.

Original shipping charges, return shipping costs, customs charges, carrier fees and other non-recoverable expenses may be deducted from any approved refund where permitted by applicable law.

If a package is destroyed, abandoned, confiscated or not returned due to the customer's failure to comply with local import regulations, a refund or replacement may not be available.

Nothing in this policy limits any mandatory consumer rights that apply under applicable law.

7. "Expired", "Tracking Expired" & Similar Tracking Statuses

International tracking systems sometimes display statuses such as:

  • Expired
  • Tracking Expired
  • Pending
  • In Transit
  • No Recent Update
  • similar carrier-generated messages.

These statuses do not automatically indicate that a shipment has been lost.

Before approving any replacement or refund, SensoLuxe may:

  • review the complete tracking history;
  • contact the carrier or fulfillment partner;
  • verify the shipping address;
  • request additional information from the customer;
  • allow a reasonable investigation period.

If, after a reasonable investigation, the shipment remains undelivered without reliable proof of delivery, we will review the order and determine an appropriate resolution based on the circumstances.

8. Delayed or Potentially Lost Shipments

If your order has not arrived within the estimated delivery timeframe, please contact our Customer Support team and provide:

  • your full name;
  • your order number;
  • your shipping address;
  • your tracking number (if available).

In some cases, customs inspections or carrier processing may require additional time before a shipment can reasonably be considered lost.

A shipment will not be classified as lost solely because tracking updates have temporarily stopped or the estimated delivery window has passed.

If, after a reasonable investigation, the carrier cannot confirm delivery or meaningful shipment movement, SensoLuxe will review the order and determine an appropriate resolution based on the circumstances.

We encourage customers to contact us before initiating a payment dispute so we have the opportunity to investigate and resolve the issue as quickly as possible.

9. Delivered Packages

A shipment marked as Delivered by the shipping carrier is generally considered successfully delivered to the shipping address provided during checkout.

If tracking shows Delivered but you cannot locate your package, we recommend that you:

  • check your mailbox, porch, garage, parcel locker, reception area or any designated safe place;
  • ask family members, neighbors or building management;
  • contact your local postal service or shipping carrier;
  • allow up to 48 hours, as some carriers mark shipments as delivered before final placement.

If you still cannot locate your package after completing these steps, please contact SensoLuxe Customer Support.

While a delivery confirmation generally indicates successful delivery, we will review credible reports of possible carrier misdelivery on a case-by-case basis.

10. Incorrect or Incomplete Shipping Information

Customers are responsible for providing complete and accurate shipping information during checkout, including:

  • recipient name;
  • street address;
  • apartment or unit number (if applicable);
  • city;
  • state or province;
  • postal or ZIP code;
  • country;
  • telephone number where required.

Please contact us immediately if you notice an error in your shipping information.

Address changes are only guaranteed if requested within 6 hours of purchase and before the order enters fulfillment.

Once an order has entered processing or has been shipped, we may no longer be able to modify the shipping address.

SensoLuxe is not responsible for delivery failures caused by incorrect or incomplete shipping information provided by the customer.

If a shipment is returned because of an incorrect address, additional shipping charges may apply before the order can be reshipped.

11. Order Changes & Cancellations

Orders may be changed or cancelled within 6 hours of purchase, provided fulfillment has not already begun.

To request a cancellation or modification, please contact Customer Support immediately and include your order number.

After the six-hour period, or once an order has entered processing, fulfillment or shipment, we cannot guarantee that changes or cancellations will be possible.

Orders that have already been shipped cannot be cancelled while in transit.

If eligible, any return after delivery will be handled according to our Return & Refund Policy.

12. Multiple Items & Split Shipments

Orders containing multiple products may occasionally be shipped in separate packages.

Separate packages may:

  • have different tracking numbers;
  • arrive on different dates;
  • be delivered by different carriers.

Receiving only part of an order does not necessarily indicate that the remaining items have been lost.

13. Refused or Unclaimed Deliveries

If a customer refuses delivery or fails to collect a shipment from the shipping carrier, customs office or collection point, the shipment may be returned to the sender or treated as abandoned by the carrier.

If the shipment is successfully returned to SensoLuxe, any return or refund request will be handled in accordance with our Return & Refund Policy.

Shipping charges, return shipping costs, customs charges, carrier fees and other non-recoverable expenses may be deducted from any approved refund where permitted by applicable law.

Shipments that are abandoned, destroyed, confiscated or never returned to SensoLuxe may not be eligible for a refund.

14. Payment Disputes

We encourage customers to contact SensoLuxe before initiating a payment dispute or chargeback so we have the opportunity to investigate and resolve the issue promptly.

If a payment dispute is initiated, SensoLuxe may provide relevant documentation to the payment provider, including:

  • order and payment records;
  • shipping confirmation;
  • carrier tracking information;
  • delivery confirmation;
  • checkout records;
  • customer communications;
  • applicable store policies;
  • cancellation, return or refund records.

Nothing in this policy limits the customer's legal right to contact their payment provider or financial institution.

15. Policy Acceptance

By placing an order through our website, the customer acknowledges that they have reviewed and accepted this Shipping Policy before completing their purchase.

Customers understand that:

  • processing and delivery times are estimates;
  • international shipments may experience customs or carrier delays;
  • customs procedures are outside the control of SensoLuxe;
  • accurate shipping information is the customer's responsibility;
  • additional import duties or taxes may apply depending on the destination country.

This Shipping Policy forms part of our Terms of Service.

16. Contact Us

If you have any questions regarding your shipment, tracking information or delivery, please contact our Customer Support team.

SensoLuxe Customer Support

Email: sensoluxebg@gmail.com

Website: https://sensoluxe.com

Please include your order number in all correspondence so we can assist you as quickly as possible.