Shipping Policy 2024

At VESCENSE, we strive to deliver your orders in a timely manner. We understand that receiving your products promptly is important to you, and we are committed to providing the best possible service. 

 

Shipping Lead Times 

Our shipping lead times are as follows:

For USA, Australia, New Zealand: Express Shipping: 4 to 7 working days via our Partner DHL 

For Singapore, Thailand: 1/2 days via local partner.

 

Shipping Availability

At present, VESCENSE only ships to the following countries:

Australia (Express Shipping available)
New Zealand (Express Shipping available)
United States (Express Shipping available)
Singapore (Free Shipping)
Thailand (Free Shipping)

International shipments may be subject to import duties, taxes, and customs fees levied by the destination country. These charges, if applicable, are the responsibility of the recipient and are not included in the product or shipping prices. 

 

Order Processing and Shipment  

We aim to ship all orders within the specified lead times through our trusted Courier services global network.   

We partner with local and International Courier Services to ensure reliable and efficient delivery of your packages. Once your order has been shipped, you will receive a shipping confirmation email with tracking information to track the progress of your shipment.  

 

Tracking Orders  

When your order is dispatched, you can trace it using the reference number sent to the email address you provided us at the time of purchase.  If you have not received your tracking number please contact our customer service email for assistance.  

 

Incorrect Delivery Address  

It is essential to provide accurate and complete delivery information when placing your order.  Please ensure your full name, address, correct postal code and phone number, with country code, are accurately completed with your order.  This will help ensure timely delivery of your parcel.   If the delivery address provided is incorrect or incomplete, resulting in unsuccessful delivery, additional charges may apply for reshipment, including duty and taxes and VESCENSE reserves itself the right to refuse a refund for that reason.  

If you notice that you have provided an incorrect delivery address, please contact our Customer Service team as soon as possible to update the information. We will do our best to assist you, but please note that if the package has already been shipped, we may not be able to make any changes.  

 

Return to Sender   

In some cases, a package may be returned to us by the shipping carrier. This can occur due to various reasons, such as an unsuccessful delivery attempt, refusal of the package, or an incorrect or incomplete address.  

If a package is returned to us, we will contact you to confirm the correct shipping address and arrange for reshipment. 

Please note that any reshipment fees, including duty and taxes, incurred due to the return of the package will be the customer's responsibility. These fees will be communicated to you prior to reshipment, and payment must be made before the package can be resent.  

 

Duty and Taxes   

International shipments may be subject to import duties, taxes, and customs fees levied by the destination country. These charges, if applicable, are the responsibility of the recipient and are not included in the product or shipping prices, except if you order qualifies for the Delivery Duty Paid (DDP) Service.  

It is important to note that if a package is unable to be delivered due to unpaid duty and taxes, we are not responsible for the non-delivery and any associated costs. It is the customer’s responsibility to ensure that all relevant customs duties, taxes, and fees are paid to receive the package.  

 

Order Through Third-party Retailer 

If your purchase was made through a partnered retail third party, please note that any returns should be made following the return/cancellation policy of the specific retailer. Kindly ensure that you adhere to their guidelines and as Vescense will not be able to assist you with your return.  

 

Communication and Assistance  

If you have any concerns or questions regarding your order’s shipping status, incorrect delivery address, or return to sender, please contact us at sales@vescense.com. We are here to assist you and provide further guidance on the necessary steps to resolve the situation.  

 

Last Updated: April 2024