Shipping Policies

Shipping Timeframe and Order Processing Information

This information outlines the estimated time it takes for us to process and ship your order. When all items are in stock, we aim to ship your order within a few business days (~1 week). However, there are instances where additional documentation review may be necessary, leading to longer processing times.

Our standard shipping timeframes are as follows:

• Standard Products: Up to 30 business days from order confirmation.
• Customized Products (e.g., third-party sensor customization): Up to 45 business days from order confirmation.

Please note that this does not include weekends, bank holidays, or any periods of peak demand. Orders placed after our cutoff time may be processed on the following business day. If there are any changes or delays to your order, we will notify you promptly via email.

Please note that larger orders exceeding 100 units may require special review by our production and operations team, resulting in longer processing and shipping times. If you have any specific inquiries or need more information about your order, we encourage you to reach out to our dedicated Customer Support team by submitting a ticket.

At PLUX Biosignals, we prioritize transparency and want to ensure that you have accurate expectations regarding the shipping timeline. Rest assured, our team is dedicated to fulfilling orders promptly while upholding our commitment to delivering exceptional quality and service.

Shipping

Packages are generally ready for shipping within 1 to 2 days. We offer the following shipping options:

• Standard shipping: Estimated delivery time is 7 to 15 business days within the EU and 7 to 30 business days for destinations outside Europe.
• Express shipping: Enjoy faster delivery with an estimated time of 1 to 3 business days.

Rest assured that all orders come with a tracking number for your convenience. Once your order is dispatched, we will provide you with the tracking number. You can easily track your package by visiting our tracking page. For parcels sent by courier, you can track them directly on the carrier's website as well. For standard mail parcels, you can use the provided link while in Portugal and switch to your national postal service tracking tool for updates afterwards.

Should you have any further questions or need assistance, please don't hesitate to reach out to our customer support team. We are here to help! 

Shipping Costs

We offer competitive shipping rates based on the destination and weight of the package. Shipping costs will be calculated and displayed at the checkout before you complete your order. Please note that any applicable duties, taxes, or customs fees are the responsibility of the customer.

Customs Clearance and Import Fees

When shipping to countries outside the EU, customs clearance and import fees may be applied based on the regulations of each destination country. Please note that these costs are separate from our shipping fees and are the responsibility of the customer. Unfortunately, we are unable to provide estimates for these charges due to their varying nature.

It's important to be aware that imports and associated costs, including local taxes and customs fees, are handled and paid by the customer directly to the destination's local customs authorities.

If an order is refused at customs and subsequently returned due to unpaid taxes and/or fees, please note that only a partial refund will be issued. Any resulting charges and fees will be deducted from the refund amount or added to the overall order cost if you wish to have the order re-shipped. For more detailed information, please refer to our Shipping Policies.

Should you encounter any issues with your local customs preventing the release of your order for reasons other than unpaid fees, we kindly request you to reach out to our Support Page for further assistance.

Lost or Delayed Orders

In the rare event that an order is lost or significantly delayed during shipping, it is the customer's responsibility to contact the courier or shipping service directly to resolve the issue. We recommend reaching out to the shipping service with the provided tracking number and providing all relevant details about the shipment. Our team will also assist you in any way we can to help resolve the situation.

Damages and Issues

In the rare event that you receive a damaged item, here's what you need to know:

Thorough Inspection: We highly recommend inspecting your order upon receipt. If you notice any defects, damages, or if you receive the wrong item, please notify us immediately. Your prompt communication allows us to quickly assess the situation and provide a resolution.

Assessment and Resolution: Once we receive your report, our dedicated team will thoroughly assess the issue. We may request additional information or evidence, such as photographs, to better understand the problem. Rest assured, we will work diligently to provide a satisfactory resolution.

Making It Right: Our goal is to ensure your complete satisfaction. When you report any damages, defects, or issues with your order, our dedicated team will promptly analyze the situation. Depending on the circumstances, we will determine the most appropriate course of action to rectify the issue. This may include options such as replacement of the damaged item, issuing a refund, or arranging for a return and exchange. Rest assured, we will carefully assess the situation and take necessary steps to address the issue and ensure your satisfaction.

Returns, Changes, and Cancellations

While we aim for complete customer satisfaction, we understand that there may be instances where returns, changes, or cancellations are necessary. For detailed information about our returns and exchange policies, please refer to our dedicated Returns Policy page. We evaluate returns based on [return/exchange period] from the date of purchase. If your order is lost or damaged during shipping, please contact our Customer Support team for assistance.

Changing Orders During the Shipping Process (i.e. your order has left our offices and is on its way to you)

We understand that circumstances may arise where you need to modify your order after it has been placed. While we strive to accommodate your requests, please note that once your original order has been shipped or is already in progress (e.g., awaiting pick-up or being processed internally), it may be challenging to cancel the order.

Our fulfillment process is designed to be efficient and ensure timely delivery, which may limit the feasibility of canceling orders that have already entered the shipping or processing stage. However, we encourage you to reach out to our dedicated support team to discuss your specific situation and explore possible solutions.

Note: For urgent matters, we recommend contacting our Support Team as soon as possible to ensure timely assistance.