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Business hours: M-F 9 a.m.–7 p.m. HKT (UTC+8)
Worldwide delivery between 10-14 days.

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Shipping and delivery

Shipping Guarantee

Venogen guarantees that all orders will be delivered to the final destination specified on the purchase order or receipt. The tracking or waybill number offered to the buyer will acknowledge the delivery proof from the courier. The purchaser agrees to accept the final ruling of the courier’s tracking or waybill number as delivery proof.


All orders will be processed and dispatched from Venogen’s shipping facility within 2 business days of the purchase. Please note that our facilities are closed on Saturday, Sunday, and public holidays. Please contact us if you have any questions.

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.

Customs Clearance

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:

  • Safety Data Sheet
  • Invoice
  • Waybill
  • Packing list
  • Logistics Contact Information
Customs Delays

The buyer is aware that the courier’s shipment estimates and Venogen’s shipping estimates do not account for any customs delays.

Mail Forwarding

The purchaser agrees that all shipments to a mail forwarding address are at the purchaser’s own risk. Other than the shipping address that the customer provided, Venogen cannot guarantee successful delivery to any other address. 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.

Shipping to FPO, APO, and DPO (Fleet, Army, and Diplomatic Post Office)

Venogen does not provide services to FPO, APO, or DPO addresses.

If the purchaser violates the above, the purchaser agrees that all shipments to an FPO, APO, or DPO address are at the purchaser’s own risk. Venogen does not guarantee successful delivery to FPO, APO, or DPO addresses. 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.

In the event that a purchaser is found to have placed an order to be shipped to an FPO, APO, or DPO address, the purchaser’s account will be terminated without review.

Force Majeure

An event of force majeure is an event or circumstance that 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) ionising radiation or contamination, radioactivity from any nuclear fuel or any nuclear waste from the combustion of nuclear fuel, radioactive toxic explosives, or other hazardous properties of any explosive assembly or nuclear component;
c) pressure waves produced by aircraft or other aerial devices moving at sonic or supersonic speeds;
d) earthquakes, floods, fires, 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 strikes or industrial disputes by labour 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-day period will be considered invalid.

  • Missing Item
  • Wrong Item
  • Damaged Item
  • Defective Item

c) Lost Package

The 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 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 at and request a reshipment.

Shipping Preferences

The customer may request a shipping preference via email at, 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 to, 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.)

Shipping Destinations

Venogen ships to the following countries:

  • Australia
  • Belgium
  • Canada
  • Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Gibraltar
  • Hungary
  • Ireland
  • Italy
  • Japan
  • Latvia
  • Luxembourg
  • Malta
  • Mexico
  • Moldova
  • Netherlands
  • New Zealand
  • Norway
  • Poland
  • Saudi Arabia
  • Slovakia
  • Slovenia
  • South Korea
  • Spain
  • Sweden
  • Switzerland
  • Thailand
  • United Arab Emirates
  • United Kingdom
  • United States

If your county is not on the above list, please contact us.

Shipping Rates

Venogen offers a flat rate of $15 (USD) shipping to all locations unless otherwise noted on the purchase order.

Need Help?

If you have any questions about Venogen’s shipping and delivery policy, please do not hesitate to contact us.