Shipping Policy

DuoGen products are exclusively available online at duogenskin.co.uk for our UK customers, duogenskin.ca for our Canadian customers, and duogenskin.com for our US customers.

Shipping Option	Shipping Cost	Delivery Time
Standard Shipping (Orders under $80)	$2.99	3-8 working days (DHL)
Standard Shipping (Orders over $80)	Free	3-8 working days (DHL)
Express Shipping (Orders under $80)	$4.99	1-3 working days (FedEx)
Express Shipping (Orders over $80)	Free	1-3 working days (FedEx)

ORDER PROCESSING

• Process Time: Orders placed from Monday to Friday before 2 pm are processed on the same day. Orders placed after this time are processed on the next business day at 2 pm. Please note that processing times may extend during holidays, product launches/restocks, limited-edition releases, and promotional periods.
• Authorization: All purchases undergo credit authorization. Only purchases that have been authorized will be processed and shipped.
• Fraudulent Order Check: Our system automatically checks for potential fraudulent orders. If an order is flagged, we will not proceed with shipping until we receive email confirmation from the customer verifying the order. We will contact you to confirm the validity of the order.
• Confirmation Emails: After placing your order, an immediate confirmation email with order details will be sent to the email associated with your order. A shipping confirmation email will follow within 24-48 hours after your order has been dispatched.
• Tracking: We use DHL and FedEx, ensuring reliable delivery within 2-8 days, complete with online tracking. You can track your orders on the DHL or FedEx website.

If you do not receive confirmation emails within the expected timeframe, please check the email address associated with your order and look in your Spam/Junk folder. If the emails are still not found, contact us at hello@duogenskin.com for assistance. Alternatively, you can reach out to us via direct message on our social media channels at @duogen.skin on both Facebook and Instagram.

ORDER DELIVERY

• Delivery Time: Once dispatched, orders typically arrive within 2-8 days in the US depending on the shipping option. However, these times may extend during holidays, launches/restocks, and promotional periods.
• Service Used: All orders are shipped using DHL or FedEx service.
• Undeliverable Packages: Packages that are undeliverable by DHL or FedEx will be returned to us. If you would like us to reship your order, please contact us with the correct shipping address.
• Once an order is dispatched, we cannot modify the delivery address. However, you can manage your delivery preferences via the DHL or FedEx website. This includes redirecting your package to a DHL Service Point, locker, or trusted alternative location such as a neighbor, leasing office, or security guard, or redirecting your package to be held for pickup at secure FedEx locations or participating retail partners.
• For any issues or queries regarding delivery preferences, please contact DHL or FedEx directly, as they will be best equipped to assist you.
• Missing Packages: If you experience a missing package, please reach out to us. We will assist you in the claims process with DHL or FedEx.

Please be aware that we are not responsible for delays caused by external factors, including but not limited to customs, natural events, emergency service suspensions, or transportation strikes and delays. While we are committed to assisting you in following up on any delays with your order, please understand that once your order has been dispatched, it is under the care of DHL or FedEx, our courier companies. We will do our best to support and update you on the status of your delivery, but our influence is limited once the order is with the courier.

Please note that our shipping policies are subject to change without prior notice.

We appreciate your understanding and are committed to delivering your DuoGen products promptly and securely. If you have any questions regarding our shipping policy, feel free to contact us at hello@duogenskin.com.