Política de envío

Order Processing

Orders are generally processed within 1–3 business days after payment has been successfully confirmed.

Business days are Monday through Friday, excluding public holidays.

Order processing time is separate from shipping transit time. During product launches, promotional events, holidays, or periods of high order volume, processing may take longer.

Once an order has entered processing or fulfillment, changes or cancellations cannot be guaranteed.

Shipping Destinations

SELENEK currently ships to eligible addresses within the United States.

Availability may vary depending on the product, destination, carrier restrictions, and local delivery conditions.

We may be unable to ship to certain:

P.O. boxes
APO/FPO addresses
Remote or restricted locations
Freight-forwarding addresses
Territories or regions not supported by the applicable carrier

If we are unable to deliver to the address provided, we will contact you using the information submitted with your order.

Estimated Delivery Times

For orders shipped to the United States, estimated delivery generally takes:

Processing Time: 1–3 business days
Shipping Time: 7–12 business days
Estimated Total Delivery Time: Approximately 8–15 business days

Delivery estimates begin after the order has been processed and handed to the shipping carrier.

These timeframes are estimates and are not guaranteed. Delivery may take longer due to:

Carrier delays
Customs processing
Severe weather
Public holidays
Peak shopping seasons
Remote delivery locations
Incorrect or incomplete addresses
Transportation disruptions
Events outside our reasonable control

Any delivery date displayed on a product page, cart, checkout, or order-status page is an estimated date rather than a guaranteed delivery appointment.

Shipping Charges

Applicable shipping charges will be displayed at checkout before payment is completed.

From time to time, SELENEK may offer free shipping promotions. Any minimum purchase requirement, eligible destination, product restriction, or promotional period will be displayed with the applicable offer.

Shipping charges already paid are generally non-refundable unless the order is cancelled before shipment or a refund is required by applicable law.

Order Tracking

When your order has shipped, you will receive a shipping confirmation email containing a tracking number or tracking link, where tracking is available.

Tracking information may take 2–5 business days to begin updating after the shipping confirmation is issued.

During international transit or transfer between logistics partners, tracking may temporarily stop updating. This does not necessarily mean that the package has been lost.

For tracking assistance, contact:

service@selenek.com

Please include your order number in your message.

Orders Shipped in Multiple Packages

Products in the same order may be shipped separately because of:

Different warehouse locations
Product size or weight
Inventory availability
Carrier restrictions
Separate fulfillment schedules

When an order is divided into multiple shipments, you may receive more than one tracking number. Separate packages may arrive on different dates.

You will not be charged additional shipping fees solely because we divide an order into multiple shipments, unless otherwise disclosed before purchase.

Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address, including:

Recipient name
Street address
Apartment, unit, or suite number
City
State
ZIP code
Telephone number where required by the carrier

Please review your address carefully before completing checkout.

If you notice an address error, contact us within 24 hours of placing the order at:

service@selenek.com

We will attempt to update the address, but changes cannot be guaranteed after processing or fulfillment has begun.

SELENEK is not responsible for delivery failure caused by an incorrect, incomplete, outdated, or inaccessible address provided by the customer.

If a package is returned to us because of an address issue, refusal, or failure to collect it, reshipping charges or return-related costs may apply.

Order Delays

If we become aware that an order cannot be shipped within the stated processing timeframe, we may contact you with:

The reason for the delay
A revised estimated shipping date
Available cancellation or refund options, where applicable

You may contact us if your order has not shipped within the expected processing period.

We will not intentionally hold an order indefinitely without communication.

Customs, Duties, and Import Taxes

Some orders may be shipped internationally or fulfilled through international logistics channels.

Customs duties, import taxes, brokerage charges, or other government fees may apply depending on the destination and shipping arrangement.

Where duties and taxes are included in the price or shipping method, no additional payment should normally be required at delivery.

Where they are not included, such charges may be the responsibility of the customer unless applicable law requires otherwise.

SELENEK does not control customs authorities and cannot guarantee the timing of customs clearance.

Customers are responsible for providing any information reasonably required by the carrier or customs authority to complete delivery.

Packages Marked as Delivered but Not Received

If tracking shows that your package was delivered but you cannot locate it, please:

Confirm that the delivery address on your order is correct.
Check around the property, mailbox, reception area, parcel locker, and other secure locations.
Ask household members, neighbors, building staff, or reception personnel.
Allow up to 48 hours, as some carriers may mark a package as delivered shortly before final handoff.
Contact the shipping carrier using the tracking number.

If the package still cannot be located, contact us at service@selenek.com with your order number and tracking information.

We will provide reasonable assistance with the carrier investigation. A replacement or refund is not automatic and may depend on tracking records, delivery confirmation, carrier findings, and the circumstances of the claim.

Lost Packages

A package may be considered potentially lost when it has exceeded the estimated delivery period and tracking has shown no meaningful update for an extended period.

Please contact us if:

Tracking has not updated for more than 10 business days; or
The order has not arrived within 20 business days after shipment.

We will review the tracking information and, where appropriate, open an investigation with the carrier.

If the carrier confirms that the package was lost in transit, SELENEK may provide an appropriate resolution, which may include:

Reshipment
Replacement
Store credit
Refund to the original payment method

The resolution will depend on the order, product availability, carrier findings, and applicable law.

Damaged Packages

Please inspect your order promptly after delivery.

If the product or shipping package arrives damaged, contact us within 7 days of delivery at:

service@selenek.com

Please provide:

Your order number
Photos of the outer shipping package
Photos of the shipping label
Photos or videos of the damaged product
Photos of the internal packaging and accessories

Do not discard the product, packaging, accessories, or shipping materials until your claim has been reviewed.

Damage caused after delivery through misuse, improper handling, incorrect installation, or failure to follow instructions is not considered shipping damage.

Refused, Unclaimed, and Undeliverable Packages

If a package is:

Refused by the recipient
Not collected from the carrier
Returned because of an incorrect or incomplete address
Returned because the carrier could not access the delivery location
Returned because requested customs or delivery information was not provided

The customer may be responsible for return shipping, reshipping, handling, customs, or carrier charges where legally permitted.

If the order is eligible for a refund, applicable costs may be deducted from the refund.

Order Cancellations

Orders may be cancelled within 24 hours of purchase, subject to our cancellation rules.

After the 24-hour cancellation period has passed, or once an order has entered processing, fulfillment, or shipping, cancellation cannot be guaranteed.

If an order has already shipped, it must be handled under our Return & Refund Policy after delivery.