Shipping & Delivery Policy
Venogen guarantees that all orders will be delivered to the final destination specified on the purchase order or receipt. The delivery proof from the courier, will be acknowledged by the tracking or waybill number provided to the purchaser. The purchaser agrees to accept the final ruling of the courier’s tracking or waybill number as delivery proof.
Unless specified on the purchase order, all packages will be dispatched from Venogen’s shipping facility within 2 business days of the purchase.
Import Duties, Brokerage, and Taxes
The Purchaser agrees that it is their sole responsibility to submit payment for any and all fees associated with duties, brokerage, clearance, and or taxes that may be required to import the package. Venogen will not be held liable for packages abandoned due to the Purchaser’s failure to pay any such fees. If the Purchaser fails to pay or acknowledge any such fees, the purchaser agrees to accept the full loss of value of the shipment and any shipping fees they may or may not have paid.
a) The Purchaser agrees that it is their sole responsibility to confirm if the product(s) can be lawfully imported into the destination country.
Customs policies can vary based on the country; therefore, it is recommended that the purchaser contact their local customs department for more information regarding the product they wish to import. If customs clearance procedures are required, it may cause delays beyond Venogen’s delivery estimates.
b) The importer may be required by their local government to provide specific identification forms before releasing a shipment.
c) The Purchaser agrees that it is the Purchaser’s sole responsibility to provide any and all documents that are required to clear the destination country’s customs department. However, Venogen will provide the following documents for customs clearance:
- • MSDS
- • Invoice
- • Waybill
- • Packing list
- • Logistics Contact Information
Purchaser understands that any delays caused by customs are not included in Venogen’s shipping estimates and are not included in the courier’s shipment estimates.
The Purchaser agrees that ALL shipments to a mail forwarding address are at the Purchaser’s own risk, Venogen cannot guarantee successful delivery to any other address, other than the shipping address provided by the purchaser. If the shipping address used is found to be associated with a mail forwarding service Venogen is unable to provide the Purchaser with assistance in retrieving the package. All shipment estimates or guarantees are not applicable to packages ordered to a Mail Forwarding address.
An event of force majeure is an event or circumstance which is beyond the control and without the fault or negligence of Venogen and which by the exercise of reasonable diligence Venogen was unable to prevent provided that event or circumstance is limited to the following:
a) riot, war, invasion, an act of foreign enemies, hostilities (whether war be declared or not) acts of terrorism, civil war, rebellion, revolution, an insurrection of military or usurped power, requisition or compulsory acquisition by any governmental or competent authority;
b) ionizing radiation or contamination, radioactivity from any nuclear fuel or any nuclear waste from the combustion of nuclear fuel, radioactive toxic explosive or other hazardous properties of any explosive assembly or nuclear component;
c) pressure waves caused by aircraft or other aerial devices traveling at sonic or supersonic speeds;
d) earthquakes, flood, fire, or other physical natural disasters, but excluding weather conditions regardless of severity; and
e) strikes at a national level or industrial disputes at a national level, or strike or industrial disputes by labor not employed by the affected party, its subcontractors, or its suppliers and which affect an essential portion of the works but excluding any industrial dispute which is specific to the performance of the works or this contract.”
f) An international or national health pandemic or epidemic.
Regretfully, due to COVID-19, air travel has been restricted, which affects Venogen’s ability to deliver products as quickly and efficiently as during normal times. International deliveries may take longer than usual and certain delivery destinations might see further restrictions. You can find the most up-to-date delivery estimates on the checkout page.
Shipping related claims
a) The Purchaser agrees that any claims pertaining to the following must be submitted within seven (7) days of the package being delivered.
b) Any claims made after the seven (7) day period will be considered invalid.
- • Missing Item
- • Wrong Item
- • Damaged Item
- • Defective Item
c) Lost Package
Purchaser agrees that it is their responsibility to submit a claim with their local postal office in the event of a package being marked as delivered but was not received by the Purchaser. Once the claim has been submitted to the local postal office, it is the Purchaser’s responsibility to send Venogen proof of the claim in the form of a receipt or application document. If there is no resolution within seven (7) business days the Purchaser may contact Venogen by email ([email protected]) to request a reshipment.
The customer may request a shipping preference via email to ([email protected]), all custom preferences are a courtesy to our customer. Regretfully shipping preferences are not guaranteed but will be executed with our best efforts.
Shipping address alterations
The purchaser understands that it is their sole responsibility to provide the correct address upon checkout.
In the event that an incorrect address was used. The customer may request via email ([email protected]) that Venogen alter the address on the Purchaser’s behalf. If this request is submitted before the order is shipped, then as a courtesy, Venogen will change the address. (Changing the address cannot be guaranteed as the order may have been shipped before the request was submitted)
Venogen ships to the following countries:
|Cyprus||Lebanon||Poland||United Arab Emirates|
|Czech Republic||Luxembourg||Seychelles||United States|
Venogen uses the following shipping couriers:
- Singapore Post
- Swiss Post (Asendia)
Venogen offers a flat rate of $15 (USD) shipping rate to all locations unless otherwise noted on the Purchase Order.
Orders over $150 value will be granted FREE STANDARD SHIPPING.
How to contact us
If you have any questions about Venogen’s Shipping and Delivery policy, please do not hesitate to contact us.