SHIPPING POLICY – Dextroz (dextroz.com)
Last updated: February 20, 2026

1. Overview
This Shipping Policy explains how shipping works on Dextroz (“we”, “us”, “our”) when you purchase from dextroz.com (the “Site”). It covers delivery methods, estimated delivery times, shipping costs, order processing, tracking, customs, and common delivery issues.

2. Where We Ship
We ship to most countries in Europe and to selected destinations worldwide, including the United States.
Available shipping destinations and options are shown at checkout. If your country is not listed, unfortunately we cannot ship there at this time.

3. Order Processing Time

• Orders are processed Monday to Friday (excluding public holidays).

• We aim to dispatch most orders within 1–2 business days after payment is confirmed.

• During peak periods (sales, holidays, high-demand launches), processing may take longer. If so, we will notify you where possible.

4. Estimated Delivery Times
Delivery times are estimates and begin once the order has been dispatched.

Europe & USA (most destinations)

• DHL Express / bpost: 2–4 business days

• UPS Express Saver: 2–4 business days

Europe (only)

• UPS Standard: 5–7 business days

Rest of the World

• DHL Express / bpost: 3–7 business days

• UPS Express Saver: 3–7 business days

Please note: delivery times are not guaranteed and may be impacted by carrier delays, weather, customs processing, or local service disruptions.

5. Shipping Costs
Shipping costs depend on the destination, carrier option, and sometimes the weight/size of your order. The exact shipping fee is displayed at checkout before payment.

Single shipping fee for orders over €140 (where available)
Depending on your location, we may offer a single shipping cost for orders above €140. This means you can order multiple items (even from different origins) and pay only one shipping fee. When available, the fee corresponds to the lowest shipping option applicable to the item shipped from the farthest origin. All available options and final costs are shown at checkout.

6. Split Shipments
Some orders may arrive in multiple parcels, depending on product availability, warehouse origin, or carrier routing. If your order is split, you will receive separate tracking updates when available.

7. Tracking Your Order
Once your order is shipped, you will receive an email with a tracking number (when provided by the carrier). You can also track your order in your account under “My Orders”.

If you don’t see tracking information immediately, please allow 24–48 hours for the carrier to update their system.

8. Delivery Address & Failed Deliveries
Please ensure your shipping address is complete and accurate, including apartment number, postal code, and a reachable phone number (if required by the carrier).

If the carrier cannot deliver your parcel:

• they may attempt another delivery,

• leave a delivery notice,

• deliver to a pickup point, or

• request that you schedule a new delivery.

If a package is returned to us due to an incorrect or incomplete address provided by the customer, we may need to charge additional shipping fees to reship it.

9. Customs, Duties & Taxes

European Union (EU)
For deliveries within the EU, prices typically include applicable VAT (where indicated at checkout). In most cases, you should not receive additional customs charges upon delivery.

United Kingdom & non-EU / international orders
International shipments may be subject to customs duties, import taxes, and fees imposed by your country.

• If duties/taxes are included at checkout (when offered), this will be shown during checkout.

• If not included, you are responsible for paying any duties/taxes charged by customs or the carrier.

Customs processing can cause delays beyond our control. We cannot predict or control the amount of customs fees.

10. Delays
We work with reliable carriers and do our best to deliver within the estimated timeframe. However, delays can occur due to:

• customs clearance,

• carrier capacity issues,

• weather or natural events,

• strikes or service disruptions,

• incorrect address details,

• payment verification issues.

We are not responsible for delays caused by the carrier, customs, or events outside our reasonable control.

11. Lost, Missing, or Stolen Packages
If your tracking shows “delivered” but you haven’t received your parcel:

• check with household members/neighbours,

• check safe places (porch, reception, mailbox area),

• contact the carrier with your tracking number.

If you still cannot locate it, contact us within 7 days of the delivery scan at: support@dextroz.com. We will assist by opening an investigation with the carrier when possible.

Please note: once the carrier confirms delivery to the correct address, we may not be able to refund or replace the order, but we will do our best to help you resolve the situation.

12. Damaged Parcels
If your parcel arrives damaged:

• take photos of the parcel and the products immediately,

• keep all packaging materials,

• contact us within 48 hours at support@dextroz.com with your order number and photos.

13. Contact
For shipping questions, tracking help, or delivery issues, contact:
support@dextroz.com
SOLENTIS SRL/SPRL (Dextroz), Avenue Princesse Elisabeth 69, 1030 Brussels, Belgium