Shipping policy

Shipping Policy – Celnovix

Last updated: June 3, 2026

1. Order Processing

• Orders are processed within 2–3 business days (Monday–Friday, excluding public holidays).
• You will receive a confirmation email with tracking information once your order ships.

2. Shipping Methods, Costs & Delivery Times

We ship directly from our PRC warehouse via reliable carriers.
All delivery times are quoted in business days (Monday–Friday, excluding public holidays).

 

• Free Standard Shipping is available on orders of $199 USD or more (after discounts, before taxes).
• Delivery times are estimates provided by carriers and may vary due to customs clearance, weather, or peak seasons.

3. Order Tracking

• All shipments include a tracking number sent via email once your order is fulfilled.
• You can track your package using the link provided. Please allow 2–3 business days after dispatch for tracking to update.

4. Customs, Duties & Taxes

• As we ship from PRC, international orders (including to the US, EU, and other regions) may be subject to import duties, taxes, or customs clearance fees levied by the destination country.
• These fees are the customer’s responsibility. We are unable to predict or prepay them.
• Please check with your local customs office before ordering. If you refuse to pay customs fees and the package is returned, original shipping costs are non-refundable, and a 15% restocking fee may apply.

5. Important Notes for Supplements

• Our products are dietary supplements. Please store them as directed on the label after delivery.
• While we use sturdy packaging, extreme temperatures during transit may affect certain supplement forms. We recommend monitoring your package once it arrives.
• We are not responsible for product degradation caused by prolonged exposure to heat or cold after delivery.

6. Incorrect or Incomplete Address

• Please double-check your shipping address at checkout. We are not responsible for packages delivered to an incorrect address provided by the customer.
• If an order is returned to us due to an invalid address, we will contact you to arrange reshipment. Additional shipping charges will apply.

7. Lost or Stolen Packages

• If your tracking number shows “delivered” but you have not received the package, please check with neighbors or your local post office.
• For lost packages during transit (no delivery scan after 20 business days for standard or 15 business days for express), please contact us. We will assist by filing a claim with the carrier.
• Note: Celnovix is not liable for stolen packages after confirmed delivery.

8. Damaged or Defective Products

• If your order arrives damaged or defective due to shipping, please contact us within 48 hours of delivery with:
•            Your order number
•            Photos of the damaged product and packaging
• We will arrange a replacement or refund at no additional cost.

9. Returns & Refunds Related to Shipping

• Change of mind? Unopened products may be returned within 30 days of delivery, but original shipping fees are non-refundable. Return shipping costs are paid by the customer.
• See our Return Policy for full details.

10. Contact Us

For any shipping questions or issues, please reach out:

Email: info@celnovix.com
Response time: Within 1 business day