Shipping Policy
Please read our shipping policy carefully to understand how we handle the delivery of your orders. You agree to abide by our Shipping Policy by placing an order with FILLER LUX. We recommend reviewing this policy before making a purchase. If you have any questions or require assistance, please don't hesitate to contact our Customer Support team.
1. Shipping Address:
All orders will be shipped to the shipping address provided by the customer during the checkout process. The customer is responsible for ensuring that the shipping address is accurate and complete. We cannot be held responsible for orders shipped to incorrect or incomplete addresses. Any orders returned (i.e., returned to sender) due to incorrect, incomplete address or failure to collect from a designated collection point (i.e., after a missed delivery attempt) will require new shipping to be purchased before orders will be reshipped. If customers opt to cancel and request a refund, any refund will have the relevant shipping and return shipping costs deducted. The delivery cost and 15% restocking fee will be charged if the address is not correctly indicated. We're sorry, but we cannot refund shipping costs or provide reshipment for orders delivered to incorrect addresses or returned to our warehouse as undeliverable. If tracking shows your package is returned to us as undeliverable, send us a message - we can refund the order total, minus shipping, and restocking fee, either as a store credit or directly back to your payment method.
You can change and cancel the order in your personal account if you provided an incorrect address and it has not shipped yet. Filer Lux cannot cancel an order that has been sent.
2. Shipping Timeframes:
Shipping timeframes are outlined on our website and may vary depending on the destination and the shipping method selected during checkout. We make every effort to fulfill and ship orders within the specified timeframes. Still, please note that shipping times may be subject to delays during peak seasons or due to unforeseen circumstances. Please note the total time from placing the order to being delivered includes a ‘Processing’ period (the time it takes for us to pick, pack, and ship the order) and a ‘Shipping’ period which begins when our Shipping partners take receipt of goods, enter them into their system before delivering to you. We do everything possible to ensure the ‘Processing’ period is within the stated time frame. ‘Shipping’ periods are subject to the Shipping Carrier’s network capacities, with quoted time frames being based on the typical time Carriers take to deliver an order via the selected service.
3. Handling time:
Orders placed before 12 PM - EST (UTC-05) will be dispatched the same day, otherwise, within the next business day.
Our warehouse operates on Monday - Friday during standard business hours, except on national holidays when the warehouse is closed. In these instances, we take steps to ensure shipment delays will be minimal.
4. Shipping Methods:
We offer various shipping methods, including standard and expedited options. The availability of these methods may vary depending on your shipping destination, size, and weight of the order. You can choose your preferred shipping method during the checkout process.
5. Shipping Costs:
The shipping cost will be displayed during the checkout process for your review before you complete your purchase. Costs are calculated based on cart weight, shipping address, and order value. We offer various shipping service options, which will vary based on cart weight and your shipping address. We offer free shipping to select addresses for over $100 (excluding digital products, products requiring temperature control, Route Package Protection, Taxes, or other duties). The threshold will be displayed on-site prior to checkout. Free shipping is required to be selected and is not automatically applied to qualifying orders to ensure customers have a choice of shipping service. We withhold the right to remove the free shipping offer at any time without prior notice. We may remove the free shipping offer, cancel orders or request additional payment to cover excessive shipping expenses if our cost to ship goods to you is disproportionate to the value of the order.
6. Tracking Information:
Once your order is shipped, you will receive an email notification with tracking information, allowing you to monitor the progress of your shipment. Please note that it can take up to 2 business days after shipping carriers have collected your order for tracking information to become available.
7. Shipping Restrictions and Exclusions:
Filler Lux reserves the right to impose shipping restrictions and exclusions based on various factors, including but not limited to:
Legal restrictions or regulations in certain countries or regions.
Incomplete or inaccurate shipping address information.
Payment issues, such as failed transactions or fraud concerns.
Unforeseen events or natural disasters that may impact shipping operations.
We may contact customers to request additional information or documentation to fulfill certain orders. In the event of an item or order being unavailable for fulfillment due to any restriction or exclusion, and where monies had already been paid for items, we will process customers a refund for these items in line with our standard refund policy and process.
8. International Shipping:
We offer international shipping to many countries. However, please be aware that customs and import regulations vary by country, and customers are responsible for any applicable customs duties, taxes, or fees imposed by their respective governments. Filler Lux does not accept responsibility for additional fees or charges requested by authorities prior to the delivery of goods. Goods held by customs authorities are done so at the customers expense. Any orders abandoned/refused by customers due to unpaid customs charges will be liable for all costs of shipping the order back - including the original cost of the outbound shipping. Please note that the importer (customer) must know a country's rules and regulations. If a package is stopped in customs, we advise you to contact your local customs office and either try to have the box released or reject it and resend it to us. Once we receive the returned package, we will refund the value of the products. Please note we only make a refund if we receive the returned package - we do not take responsibility for seized goods.
9. Products requiring temperature control
Filler Lux assumes responsibility for the safety of goods that require temperature control only when the customer opts for UPS Next Day delivery. In all other circumstances, Filler Lux cannot be held accountable for any delays, damages, or temperature violations that occur during transportation. Any claims made under such circumstances will be dismissed.
When placing your order, be sure to choose the appropriate delivery method. Please be aware that it is the buyer's responsibility to select the proper shipping option.
Filler Lux is not responsible for any damages resulting from choosing the wrong shipping option.
You must opt for express shipping for particular items. It is crucial to note that UPS Next Day must be utilized for all toxin products and specific peels. Ensuring your packages are securely transported and kept at the correct temperature is imperative. These guidelines must be followed to achieve this goal.
We would like to inform you that your order will be shipped with an ice pack in a protective thermal bag to ensure its safety during transit.
We would like to remind everyone that when selecting delivery options for products marked KEEP COLD, it is crucial to be cautious. At Filler Lux Company, we take our responsibility seriously in maintaining the temperature regime and ensuring the quality of our products. Therefore, we can only guarantee the quality of the product if UPS Next Day delivery is selected. This delivery option ensures that we can maintain the temperature of the product and that it arrives at your doorstep in optimal condition.
