Shipping policy
SHIPPING POLICY - INTERNATIONAL
Please note: We do not accept returns or exchanges on international orders. For a list of countries we ship to, please visit our FAQ page.
PLEASE NOTE
You will receive your order anywhere from 5-20 business days from the date that it is shipped out not the date the order is placed. We do not guarantee arrival dates for International packages due to many factors out of our control including but not limited to weather/natural disaster, delays in custom clearance, and/or delays on the courier's end.
After your payment is authorized and verified, it can still take up to 2 business days to process your order in our warehouse.
Orders that are system flagged (SF) may be asked to verify additional information and we are not responsible for the delay in processing your order.
Business days do not include weekends or holidays. Orders placed on Friday after 12PM PST or over the weekend will begin processing on the following Monday. Shipping costs are calculated during checkout and do not include custom fees or taxes. Customers are responsible to pay any import fees (custom duties and taxes) and we must declare all items at their full price.
STANDARD SHIPPING
Once your order has been processed and shipped, please allow 5-20 business days for your order to be delivered. Shipping fees, duties & taxes will be calculated at checkout. A UPS i-Parcel tracking number will be sent to you via email once your order has shipped. Once an order is shipped, we are unable to cancel the order or redirect the package to a different address and is the customer's responsibility to coordinate with UPS i-Parcel. Once the package arrives in your country, packages will be handed over to your country’s preferred courier.
CUSTOMS DUTIES & TAXES
In addition to the shipping costs, you will be responsible for paying the amount of Customs Duties & Taxes (for customs clearance) calculated and collected upon checkout. We must declare all items at their full price and cannot change this amount to lower custom fees.
EXCHANGE RATES
All of our items are listed in US Dollars and we charge your account in US Dollars. The bank that has issued your credit card will determine the exchange rate.
ORDERS OVER $500.00 - SIGNATURE REQUIRED
Annaxin requires an indirect signature for orders when total merchandise cost exceeds over $500.00. We suggest signing up for UPS MyChoice if you are unable to be physically present at your shipping location to sign. UPS MyChoice allows customers to redirect the package to an address where someone will be present, redirect to your local UPS Access Point for pickup or virtually sign for your package. www.ups.com/mychoice/
Do you ship to P.O. boxes or APO/FPO addresses?
Unfortunately, we do not offer shipping to P.O. boxes or APO/FPO addresses.
Failed Deliveries & Returned Packages
In the event that UPS/USPS is unable to deliver a package due to an incorrect address entered by the customer, missing an apartment, suite, floor, etc., unsafe place to leave the package (driver’s discretion), incorrectly refused packages or otherwise, Annaxin is not responsible for payment of return shipping costs levied by the courier. Similarly, Annaxin is not responsible for the payment of re-shipping merchandise to the customer. In cases such as these, the customer is responsible for all shipping costs associated with returned packages due to failed delivery and is non-refundable.
Service Delays
Annaxin is not responsible for unexpected shipping delays caused by circumstances such as severe weather, natural disasters, train derailments, etc. We are not responsible for unexpected shipping delays caused by circumstances related to the courier itself, such as clearance delays or other occurrences and the shipping fee is non-refundable. In cases such as these, please directly contact the courier with any inquiries about the status of your package.
Lost or Stolen Packages
Annaxin is not responsible for lost or stolen packages. In the event a package is lost or stolen, either the receiver or Annaxin will need to contact UPS to open an investigation. We are unable to move forward until the investigation is complete on UPS' end. Kindly note, in some cases, UPS may require a police report to open an investigation.