Shipping policy

Shipping Policy

Last Updated: August 7, 2026

At Vexo, we work to make the delivery process as simple and transparent as possible. This Shipping Policy explains how orders are prepared, shipped, tracked, and delivered.

1. Order Processing

Orders are normally prepared for shipment within 1–3 business days after payment has been successfully confirmed.

Orders are generally processed Monday through Friday, excluding public holidays.

During promotional campaigns, holidays, or periods of unusually high order volume, processing may take slightly longer.

2. Estimated Delivery Times

After an order has been dispatched, estimated delivery times are generally:

  • United States: 7–15 business days

  • Canada: 8–18 business days

  • United Kingdom: 7–15 business days

  • European Union: 8–18 business days

  • Australia & New Zealand: 8–18 business days

  • Other International Destinations: 10–25 business days

These timeframes are estimates and are not guaranteed delivery dates.

Delivery times may vary depending on the destination, shipping carrier, customs procedures, local postal services, weather, holidays, and other circumstances outside our control.

3. Shipping Charges

Applicable shipping costs are displayed during checkout before the order is completed.

The available shipping methods and their prices may vary depending on the delivery destination, order size, product availability, and carrier options.

From time to time, Vexo may provide free or discounted shipping promotions. Any applicable promotion will be displayed at checkout or communicated through the relevant offer.

4. Tracking Information

When tracking is available for your shipment, we will send the tracking information to the email address provided with your order.

After an order leaves our facility, tracking information may take several business days to appear or begin showing movement in the carrier's system.

If tracking appears inactive temporarily, this does not necessarily mean that the package has stopped moving.

5. Customs, Duties, and Import Charges

Orders shipped internationally may be subject to customs inspections, import duties, taxes, or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in the product or shipping price and may be payable by the recipient.

Vexo does not control customs authorities and cannot guarantee how long an individual shipment will remain in customs.

6. Delivery Delays

We make reasonable efforts to meet the estimated delivery times, but delays can occur.

Potential causes include:

  • Customs processing;

  • Carrier delays;

  • Severe weather;

  • Public holidays;

  • High seasonal shipping volumes;

  • Transportation disruptions;

  • Incorrect or incomplete address information;

  • Local delivery restrictions.

A delay outside Vexo's reasonable control does not automatically qualify an order for a refund.

7. Shipping Address

Customers are responsible for providing a complete and accurate delivery address during checkout.

If you notice an error in your address, contact us as soon as possible. We will attempt to update the information if the order has not yet been processed.

Once an order has been dispatched, changes may no longer be possible.

Vexo cannot guarantee delivery or replacement when an order cannot be delivered because incorrect or incomplete information was provided by the customer.

8. Failed or Returned Deliveries

If a package cannot be delivered because of an incorrect address, refusal, failure to collect the package, or another issue attributable to the recipient, the package may be returned to the sender.

If the package is returned to us, please contact our support team to discuss the available options. Additional shipping charges may apply if a new shipment is requested.

9. Lost or Missing Packages

If your package has not arrived within a reasonable period after the estimated delivery window, please contact us.

We may request your order number and tracking information so that we can investigate the shipment with the relevant carrier.

If a carrier confirms that a package has been lost, Vexo will review the circumstances and determine the appropriate resolution in accordance with applicable law and our policies.

10. Damaged Packages

If your order arrives visibly damaged, we recommend documenting the condition of the package and its contents as soon as possible.

Please contact us with:

  • Your order number;

  • A description of the damage;

  • Photographs of the packaging;

  • Photographs of the product.

This information may be required to assist with a carrier claim or determine the appropriate resolution.

11. Split Shipments

Depending on product availability and fulfillment arrangements, items from the same order may occasionally be shipped separately.

If this occurs, you may receive more than one tracking number and your items may arrive at different times.

12. Contact Us

If you have questions about shipping, tracking, or the delivery of your order, please contact Vexo:

Email: support@vexo.com

Please include your order number whenever possible so our team can assist you efficiently.

Vexo

We appreciate your patience and trust while we work to get your order to you safely.