Shipping Policy - Dr.Pen Online Store

Shipping and Delivery

Ordering one of our devices from anywhere in the world should feel as effortless as using one. We offer worldwide shipping to customers in destinations including the United States, Canada, Australia, the United Kingdom, and many other countries and regions. Shipping is free, and after dispatch, tracking information and a tracking link will be provided so you can check your shipment status. Here’s how delivery works.

Shipping Overview

We deliver to customers around the world with no shipping fees. Certain destinations or address types — such as remote islands or PO Boxes — may need an additional check before we confirm the most suitable delivery arrangement. If this applies to your order, we will contact you with the available options.

Customs duties, import taxes, VAT, and carrier or handling charges are separate from shipping and are the responsibility of the buyer or recipient.

Delivery and Carrier Selection

Delivery times depend on the destination and the order itself. Routes, distances, customs procedures, and local delivery conditions differ from country to country, so we do not publish one fixed delivery window for all destinations. Any estimate provided for your order will reflect the available shipping information at the time of dispatch.

We do not use one fixed carrier for every order. Depending on the destination country, address type, product, and available logistics services, we select the shipping provider and route that best fit the order. Customs inspections, weather, public holidays, and other transport conditions may affect the final delivery time.

Customs and Import Charges

International orders may be subject to customs duties, import taxes, VAT, and brokerage or handling fees charged by the destination country. Where these apply, they are the responsibility of the buyer or recipient, and are normally paid directly to the carrier or customs before the parcel is released for delivery. We can’t predict the exact amount — it’s set by local customs based on the parcel’s contents and value, and it’s separate from the price you pay at checkout. For details specific to your country, your local customs office is the best point of reference.

Tracking

You can use the tracking link provided after dispatch to check your shipment status. Tracking updates may take time to appear or may pause during international transport, customs clearance, or handover between logistics providers. If the tracking information appears to be delayed or unavailable, please contact us and we will review it with the relevant shipping provider.

Delivery Issues

If a parcel is damaged, appears to be lost, is refused, or has an address problem, please contact us with your order number and any relevant information. For damaged parcels, clear photos of the package and product, together with the original packaging where available, may help us review the matter with the shipping provider.

If you need to change your delivery address, contact us as soon as possible. We will check whether a change can still be made based on the order status. Once a parcel has been dispatched, an address change may not be possible, and the result may depend on the shipping provider.

We will review the issue as promptly as possible and keep you informed of any updates.