Shipping policy

Shipping Policy

At Capilox, we aim to provide fast, reliable and transparent delivery for every order.

This Shipping Policy explains how orders are processed, shipped, tracked and delivered.

1. Contact Information

Capilox
Leopoldstraße 23
80802 München
Germany

Email: support@capilox.com
Phone: +49 89 555 2486

Customer service hours:
Monday to Saturday, 10:00 a.m. to 8:00 p.m. CET

2. Order Processing Time

Orders are usually processed within 24 to 48 business hours after payment confirmation.

During high-demand periods, product launches, promotional events, or seasonal carrier delays, processing times may be slightly longer.

Once your order has been processed and shipped, you will receive a confirmation email with tracking information when available.

3. Shipping Times

Estimated shipping times depend on the destination country, carrier availability and local delivery conditions.

Delivery estimates shown on our website are provided for guidance only and may vary depending on the carrier.

Capilox is not responsible for delays caused by:

  • Customs processing
  • Carrier delays
  • Incorrect shipping addresses
  • Failed delivery attempts
  • Weather conditions
  • Local holidays
  • High-volume shipping periods

3.1 Estimated Delivery Times

Orders are typically delivered within the following timeframes after dispatch:

• United States: 5–9 business days
• United Kingdom: 4–8 business days
• Europe: 4–8 business days
• International: 5–12 business days

Please note that these delivery estimates are provided in good faith and may vary depending on carrier performance, customs processing, weather conditions, local holidays, or other factors outside of our control.

4. Shipping Cost

Shipping costs, if applicable, are displayed at checkout before payment.

Any free shipping offer shown on our website applies only under the conditions clearly displayed at the time of purchase.

5. Tracking Information

Once your order has shipped, you will receive tracking information by email when available.

Please allow up to 72 hours for tracking information to update after dispatch.

If your tracking does not update immediately, this does not necessarily mean your order has not shipped. Some carriers update tracking only after the package reaches the next sorting facility.

6. Incorrect Shipping Address

Customers are responsible for entering the correct shipping address at checkout.

If you notice an error in your shipping address, please contact us immediately at support@capilox.com.

We can only update an address before the order has been processed or shipped.

If an order is delivered to an incorrect address provided by the customer, Capilox cannot be held responsible for the loss of the package.

7. Lost Packages

If your tracking shows that your package was delivered but you did not receive it, please contact the carrier first and check with neighbors, reception desks, building managers, or local pickup points.

If the package still cannot be located, contact us at support@capilox.com and we will help investigate the issue.

Capilox is not responsible for packages marked as delivered by the carrier, but we will always do our best to assist.

8. Refused or Unclaimed Packages

If a package is refused, not collected, or returned to sender due to failed delivery attempts, additional shipping fees may apply.

Refunds for refused or unclaimed packages may exclude original shipping fees, return fees, and any costs charged by the carrier.

9. Customs, Duties and Taxes

Depending on your country, your order may be subject to customs duties, import taxes, VAT, or local fees.

These charges are determined by your local authorities and are the responsibility of the customer unless otherwise stated at checkout.

Capilox is not responsible for delays caused by customs clearance.

10. Damaged Packages

If your package arrives damaged, please contact us within 48 hours of delivery at support@capilox.com.

Please include:

  • Your order number
  • Photos of the package
  • Photos of the damaged item
  • A short explanation of the issue

We will review the case and provide the most appropriate solution.

11. Contact Us

For any shipping question, contact us at:

support@capilox.com