Shipping policy

1. ORDER PROCESSING

  • All orders are processed within 1-3 business days after payment confirmation.
  • Orders placed on weekends or public holidays will be processed on the next business day.
  • You will receive an email confirmation with tracking information once your order has been shipped.
  • During peak seasons or promotional periods, processing times may be slightly longer.

2. SHIPPING DESTINATIONS

We ship worldwide. Portelix delivers to most countries and territories globally. If your country is not available at checkout, please contact us at contact@portelix.com and we will do our best to accommodate your order.

3. SHIPPING METHODS & ESTIMATED DELIVERY TIMES

Destination Estimated Delivery Time
United States 7–15 business days
Europe 10–20 business days
United Kingdom 10–18 business days
Canada & Australia 10–20 business days
Rest of World 15–30 business days

Delivery times are estimates only and may vary due to customs processing, carrier delays, or other factors beyond our control.

4. SHIPPING COSTS

  • Shipping costs are calculated at checkout based on your location and order weight.
  • We occasionally offer free shipping promotions — subscribe to our newsletter to stay updated.
  • Any applicable customs duties, import taxes, or fees are the responsibility of the customer and are not included in the shipping cost.

5. ORDER TRACKING

Once your order is shipped, you will receive a tracking number via email. You can use this number to track your package through our carrier's website. Please allow 24–48 hours for tracking information to become active after receiving your shipping confirmation.

6. CUSTOMS, DUTIES & TAXES

  • Portelix ships internationally and your order may be subject to customs duties and import taxes imposed by your country.
  • These charges are the sole responsibility of the customer and are not included in our product prices or shipping fees.
  • Customs processing may cause additional delays beyond our estimated delivery times.
  • We are not responsible for packages held or delayed by customs authorities.

7. LOST OR STOLEN PACKAGES

  • Portelix is not responsible for packages lost or stolen after confirmed delivery by the carrier.
  • If your tracking information shows "delivered" but you have not received your package, please check with neighbors and your local post office first.
  • If your package is confirmed lost in transit, please contact us at contact@portelix.com within 14 days of the expected delivery date and we will investigate and offer an appropriate resolution.

8. DAMAGED PACKAGES

If your order arrives damaged, please:

  1. Take photos of the damaged packaging and product immediately
  2. Contact us at contact@portelix.com within 48 hours of delivery
  3. Include your order number and photos in your message

We will arrange a replacement or refund as quickly as possible.

9. INCORRECT SHIPPING ADDRESS

Please ensure your shipping address is correct before placing your order. Portelix is not responsible for orders delivered to an incorrect address provided by the customer. If you notice an error in your shipping address, contact us immediately at contact@portelix.com — we will do our best to correct it before the order is shipped.

10. UNDELIVERABLE PACKAGES

If a package is returned to us due to an incorrect address, failed delivery attempts, or refusal to pay customs duties, we will contact you to arrange reshipment. Additional shipping fees may apply.

11. CONTACT US

For any shipping-related questions or concerns, please reach out to our customer support team:

Portelix 📧 contact@portelix.com 🌐 www.portelix.com

We aim to respond to all inquiries within 24 hours on business days.