Last Updated: November 29, 2025

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1. Processing Time

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1.1 Order Processing

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• Standard Orders: Processed within 1-2 business days
• Pre-Orders: Shipped according to the estimated ship date provided at checkout
• Custom/Engraved Orders: May require 3-5 additional business days
• High Volume Periods: Processing may take up to 3-5 business days during holidays or promotional events

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Note: Business days are Monday through Friday, excluding U.S. federal holidays. Orders placed after 2:00 PM EST will be processed the following business day.

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1.2 Order Confirmation

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You will receive:

• Order Confirmation: Immediately upon purchase (check spam/junk folders)
• Shipping Confirmation: When your order ships, including tracking number
• Delivery Notification: When your package is delivered (if available from carrier)

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2. Domestic Shipping (United States)

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2.1 Shipping Methods & Rates

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Shipping MethodDelivery TimeCostStandard Shipping5-7 business days$5.95 (Free over $100)Express Shipping2-3 business days$14.95Overnight Shipping1 business day$29.95

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Free Shipping: All orders over $100 qualify for free standard shipping within the continental United States.

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2.2 Shipping Restrictions

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• Continental U.S.: All 48 contiguous states
• Alaska & Hawaii: Available with extended delivery times (7-14 business days) and additional shipping fees
• P.O. Boxes: Standard and Express shipping available (no Overnight)
• Military Addresses (APO/FPO/DPO): Standard shipping only, delivery times may vary

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3. International Shipping

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3.1 Available Countries

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We currently ship to the following regions:

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• Canada: 7-14 business days
• Europe (EU): 10-21 business days
• United Kingdom: 10-21 business days
• Australia & New Zealand: 14-21 business days
• Select Asian Countries: 14-21 business days

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Available countries are shown at checkout. If your country is not listed, we cannot currently ship to your location.

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3.2 International Shipping Rates

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RegionStandard ShippingExpress ShippingCanada$15.95$39.95Europe$24.95$49.95UK$24.95$49.95Australia/NZ$29.95$59.95Asia$29.95$59.95

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3.3 Customs, Duties & Taxes

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Important: International orders may be subject to import duties, taxes, and customs fees imposed by the destination country. These charges are the responsibility of the recipient and are NOT included in the product or shipping price.

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• Customs fees vary by country and are determined by local customs authorities
• You may be contacted by the carrier for payment before delivery
• Refusal to pay customs fees may result in package return and no refund
• OxyZen has no control over these charges and cannot predict the amount
• We recommend checking your country's customs policies before ordering

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3.4 International Restrictions

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• Some countries restrict the import of health monitoring devices
• It is your responsibility to ensure OxyZen can be legally imported to your country
• We cannot ship to embargoed or restricted countries
• Packages may be delayed or held by customs for inspection

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4. Order Tracking

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4.1 Tracking Information

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• Tracking numbers are provided via email once your order ships
• Tracking information may take 24-48 hours to become active
• You can track your order through our website or directly on the carrier's website
• Keep your tracking number for reference

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4.2 Tracking Your Order

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To track your order:

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1. Check your shipping confirmation email for the tracking number
2. Visit www.oxyzen.ai/track or the carrier's website
3. Enter your tracking number
4. View real-time shipping status

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5. Delivery

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5.1 Delivery Attempts

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• Carriers typically make 2-3 delivery attempts
• A notice will be left if delivery is unsuccessful
• You may be able to redirect delivery or arrange pickup
• Unclaimed packages are returned to sender after the carrier's holding period

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5.2 Signature Requirements

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• Domestic Orders: Signature not required for standard shipping
• High-Value Orders (>$500): Signature may be required
• International Orders: Signature requirements vary by country
• Signature on Request: Available for an additional fee at checkout

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5.3 Safe Delivery

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• Packages are left at the delivery address unless signature is required
• Ensure your delivery address is secure
• Consider alternative delivery locations if concerned about theft
• OxyZen is not responsible for stolen packages after delivery confirmation

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6. Shipping Address

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6.1 Address Accuracy

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Critical: Please ensure your shipping address is complete and accurate. We are not responsible for orders shipped to incorrect addresses provided by the customer.

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• Double-check your address before confirming your order
• Include apartment/suite numbers if applicable
• Use the address format standard for your country
• Provide a phone number in case the carrier needs to contact you

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6.2 Address Changes

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• Before Shipment: Contact us immediately at hello@oxyzen.ai to update the address
• After Shipment: We cannot change the address once shipped. Contact the carrier directly with your tracking number
• Address changes may result in delivery delays
• Additional fees may apply for address corrections

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6.3 Undeliverable Addresses

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If a package is returned due to an incorrect or undeliverable address:

• We will contact you to confirm the correct address
• You will be charged for re-shipping costs
• If you decline re-shipment, you may request a refund minus original shipping costs and a 15% restocking fee

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7. Shipping Issues

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7.1 Lost Packages

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If tracking shows your package is lost:

• Contact us at hello@oxyzen.ai within 7 days of the expected delivery date
• We will open an investigation with the carrier
• Investigations can take 5-10 business days
• If confirmed lost, we will ship a replacement or issue a refund

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7.2 Damaged Packages

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If your package arrives damaged:

• Take photos of the box and product damage immediately
• Note damage on the delivery receipt if possible
• Contact us within 48 hours at hello@oxyzen.ai with photos
• We will arrange a replacement or refund after reviewing the damage

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7.3 Delayed Shipments

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If your package is significantly delayed:

• Check tracking for the latest status updates
• Weather, natural disasters, or carrier issues can cause delays
• Contact us if your order is more than 5 business days past the estimated delivery date
• We will work with the carrier to locate your package

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7.4 Missing Items

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If items are missing from your order:

• Check the packing slip included in your package
• Verify the order confirmation email matches what you received
• Contact us within 7 days of delivery with your order number
• We will ship missing items at no additional cost

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8. Delivery Timeframes

Important: Delivery timeframes are estimates only and not guaranteed. We are not liable for delays caused by carriers, weather, customs, or other factors beyond our control.

8.1 Factors Affecting Delivery

Delivery times may be affected by:

• Weather conditions and natural disasters
• Carrier delays or service disruptions
• Customs processing (international orders)
• Peak shipping seasons (holidays, promotional events)
• Remote or rural delivery locations
• Incorrect or incomplete address information

8.2 Holiday Shipping

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During peak holiday seasons:

• Order earlier to ensure timely delivery
• Processing times may be extended by 1-3 business days
• Carrier delays are more common
• Expedited shipping is recommended for time-sensitive gifts
• We will post holiday shipping deadlines on our website

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9. Multiple Item Orders

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9.1 Split Shipments

• Orders with multiple items may ship separately for faster delivery
• You will receive separate tracking numbers for each shipment
• No additional shipping charges apply for split shipments
• Backordered items will ship separately when available

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9.2 Partial Shipments

• If some items are unavailable, we may ship available items first
• You will be notified of any backorders or delays
• You can choose to wait for complete shipment or accept partial delivery

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10. Backorders & Pre-Orders

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10.1 Out of Stock Items

• If an item becomes out of stock after your order, we will notify you immediately
• You can choose to wait for restock or receive a refund
• Estimated restock dates will be provided when available
• Your payment will not be processed until the item ships (for pre-orders)

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10.2 Pre-Order Policy

• Pre-order items display an estimated ship date at checkout
• Ship dates are estimates and subject to change
• You will be notified of any delays to pre-order shipping
• Pre-orders can be cancelled for a full refund before shipping

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11. Refused or Unclaimed Packages

• If you refuse delivery or fail to claim your package, it will be returned to us
• You will be refunded the product cost minus original shipping fees and a 15% restocking fee
• Return shipping fees (if charged by the carrier) will also be deducted
• Refusal of a package may affect future orders

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12. Order Cancellations

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12.1 Before Shipment

• Contact us immediately at hello@oxyzen.ai to cancel
• If not yet processed, we will cancel and issue a full refund
• If already processed, cancellation may not be possible

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12.2 After Shipment

• Orders cannot be cancelled once shipped
• You may refuse delivery (subject to refund policy above)
• Or receive the package and initiate a return per our Refund Policy

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13. Contact Us About Shipping

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For shipping questions or issues, please contact us:

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OxyZen Medical Technology LLC
PA 15238
United States

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Email: hello@oxyzen.ai
Phone: +1 646 989 3331
Hours: Monday - Friday, 9:00 AM - 5:00 PM EST

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For tracking assistance: Include your order number and tracking number in all inquiries.

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Response Time: We typically respond to shipping inquiries within 24 hours during business days.

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