Shipping Guide

When ordering from Gonex, customers from some countries (Like Belgium or Netherlands) are considered the importers of the purchased products and will be responsible for any customs tax, import duties, goods and services tax (GST), valued-added tax (VAT), or any similar customs-related charges. Customs policies vary by country and Gonex cannot make any guarantees as to whether or not shipments will be subject to customs-related fees. Please contact your local customs office for more information.

Gonex will not pay customs taxes on these packages.

If you receive a notice that your package is available for pickup at your local post office, there are a few common reasons why:

• The package required a signature, but no one was available to sign for it. The postal carrier will leave a notice so you can pick it up in person.
• The package was too large to fit in your mailbox. The post office will hold oversized packages for pickup.
• There was an issue with the address, such as an incorrect apartment number or street name. This can result in the package being returned to the post office.
• For international shipments, the package may need to clear customs before delivery. You may have to provide additional information or pay duties before collecting it.
• The postal carrier could not access your mailbox or front door due to obstacles, weather, or unsafe conditions.

To retrieve your held mail or package from the post office, visit your local branch with a valid photo ID and the tracking number or notice you received. The postal clerks can look up your item and bring it out for pickup. You can also request redelivery online or by contacting your local post office.

If you notice your single order has shipped in several different packages, there are a few common reasons why:

• Item Availability: Parts of your order may have been shipped from different warehouses that had stock available. This allows faster delivery of items instead of waiting for everything to be in one place.
• Weight and Size: Large, heavy, or oddly shaped items may have been shipped separately to avoid delivery delays or damage.
• Shipping Speed: Some items may have been ready to ship earlier than others. Sending them in separate packages gets part of your order to you sooner.
• Capacity: One package may have reached the box weight or size limit during fulfillment. The remaining items then need to go in a new package.

There's no need to worry if your delivery arrives spread across multiple packages! You will not pay any additional shipping fees due to order splitting. Gonex covers the cost of getting your full order to you safely.

The tracking number of all packages will be sent to you by email. You can also check all tracking numbers on the order page.

We understand the frustration when a package does not arrive on time. If your delivery is delayed beyond the estimated delivery date, please contact our customer service department.

For minor delays of a few days past the estimated date, we are unable to provide compensation. However, for significant delays of over 1 week past the estimated delivery date, we offer the following:

• 10% refund of the order total as a gesture of goodwill for the inconvenience caused. This refund will be provided once the delay is confirmed by our team.
• For extreme delays exceeding 60 days past the estimated delivery date, you have the option to request a full refund for the order or a free re-shipment of the same order.

We will require time to investigate the cause of the extended delay and verify it went beyond normal transit disruptions before compensation can be processed. Our goal is always to deliver your purchase promptly as promised. Please contact us so we can make it right if a package arrives later than expected.