Shipping Policy

1. Global Shipping

Fenostel, LLC offers international shipping to many destinations, with a service focus on European customers and selected global regions. Shipping availability, delivery speed, and final costs may vary depending on the destination country, carrier availability, customs processing, and local delivery conditions.

2. Order Processing Time

Orders are normally processed within 1–3 business days after payment confirmation. Processing time does not include weekends, public holidays, courier transit time, customs clearance, or delays caused by incomplete order information.

During high-volume periods, promotional periods, holidays, or unexpected operational delays, processing may take slightly longer. If additional information is needed to complete an order, processing may pause until we receive the required details.

3. Shipping Fees And Estimated Delivery Times

Shipping fees and estimated delivery times are based on the shipping destination. The table below provides general estimates. Actual delivery time may vary due to carrier handling, customs review, weather, public holidays, remote areas, or local delivery conditions.

Delivery estimates are not guaranteed delivery dates. They are provided as general references only.

4. Shipping Confirmation

After your order has been processed and handed to the carrier, a shipping confirmation or tracking update may be sent to the email address provided at checkout. Tracking information may take time to become active after the carrier receives the package.

5. Order Tracking Status

Tracking status may show different stages, such as order processed, shipment created, package accepted, in transit, customs clearance, out for delivery, delivered, or delivery attempt made. Some tracking updates may not appear immediately, especially during cross-border transit.

If tracking has not updated for several business days, this does not always mean the package is lost. International shipments may experience periods where tracking remains unchanged while the package moves between facilities or awaits customs processing.

6. Customs, Duties, And Taxes

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, handling charges, or other local charges required by the destination country. These charges are determined by local customs authorities and are generally the responsibility of the recipient unless otherwise stated at checkout.

Fenostel, LLC cannot control customs decisions, customs processing times, or the amount of any import-related charges. Refusal to pay customs charges may result in delays, return of the package, or additional costs.

7. Delivery Delays

Delivery may be delayed due to customs review, carrier backlog, weather conditions, public holidays, incorrect address details, remote delivery areas, failed delivery attempts, security checks, or events outside our reasonable control.

If your package is delayed, please first check the tracking page for the latest update. If the delay continues beyond the estimated delivery period, you may contact us for support and we will help review the available tracking information.

8. Lost Packages

If tracking shows no movement for an unusually long period or the package appears to be lost, please contact us with your order number and tracking information. We may need to review carrier records, delivery scans, address details, and shipment status before offering a solution.

A package is not considered lost simply because tracking has paused temporarily. For international shipments, we may need to allow a reasonable investigation period before confirming the next step.

9. Damaged Packages

If your package arrives visibly damaged, please keep the packaging and contact us as soon as possible. To help us review the issue, please provide your order number, photos of the outer package, photos of the shipping label, and photos showing the damaged contents where applicable.

Damage claims must be supported with clear evidence. We may review the case with the carrier or request additional information before providing a replacement, refund, or other available solution.

10. Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout, including recipient name, street address, apartment or unit number, city, postal code, country, phone number, and any required delivery details.

Fenostel, LLC is not responsible for delays, failed delivery, returned packages, or loss caused by incorrect, incomplete, outdated, or undeliverable address information provided by the customer. If you notice an address error, please contact us immediately before the order is shipped.

11. Failed Delivery And Returned Packages

If a package cannot be delivered because of an incorrect address, missed delivery attempt, refusal, unpaid customs charge, or failure to collect from a pickup point, the package may be returned to the sender or handled according to the carrier’s policy.

Additional shipping fees may apply if a package needs to be resent. Original shipping fees, return shipping fees, customs fees, or carrier handling charges may not be refundable where the failed delivery was caused by customer-provided information or recipient action.

12. Shipping Support

If you need help with shipping, tracking, delayed delivery, damaged packages, lost packages, or address correction, please contact us through our Contact Us page. Include your order number, email address used for the order, tracking number if available, and a clear description of the issue.