Shipping policy

Shipping Policy

1. Order Processing & Pre-Shipping Verification

All orders placed on the official Morenox website will be reviewed, verified and processed within 1–3 business days after successful payment confirmation. Business days are defined as Monday to Friday, excluding German national public holidays, weekends, and official seasonal closure periods announced by the store. Any orders submitted after daily business cutoff time, during weekends or public holidays will start processing on the next available business day.

Morenox reserves the right to perform comprehensive pre-shipping verification procedures, including payment validity verification, recipient address accuracy confirmation, order information consistency check, inventory confirmation, and anti-fraud risk screening. In cases of inconsistent payment details, incomplete recipient information, abnormal order volume, suspicious transaction behavior, inventory shortages or unverified buyer identity, our customer service team will contact the buyer via registered email for further confirmation. Order processing will be temporarily suspended until valid verification information is provided by the customer.

Customers are solely and fully responsible for submitting complete, accurate, valid and deliverable shipping information, including detailed street number, building information, floor, apartment unit, access code and active contact phone number. Morenox shall not be held liable for delivery failure, return-to-sender status, parcel loss, redelivery fees, detention charges or any additional logistics costs caused by incorrect, incomplete, outdated or invalid shipping information provided by customers. Once the parcel is dispatched and handed over to the logistics carrier, address modification requests are no longer guaranteed and may not be supported.

2. Shipping Zones & Estimated Delivery Times

Morenox provides worldwide shipping services covering domestic Germany, all European Union member states and global international regions. All delivery times listed below are estimated reference values only and do not constitute legally binding delivery deadlines. Reasonable delivery delays may occur due to peak season carrier congestion, customs inspection procedures, extreme weather conditions, logistics strikes, public holidays, transportation suspension and other force majeure circumstances beyond our effective control.

Domestic Germany: 3–7 business days after dispatch
European Union Member States: 7–14 business days after dispatch
Global International Regions: 14–28 business days after dispatch

3. Shipping Fees & Free Shipping Promotions

All shipping costs are automatically and dynamically calculated during checkout based on the destination country, parcel gross weight, dimensional volume and selected delivery service type. All shipping fees and additional surcharges are fully displayed to customers before final payment confirmation. There are no hidden charges, undisclosed logistics fees or backend surcharges after order completion.

Morenox may launch free standard shipping promotional activities for orders that meet the minimum cart value threshold displayed on the official website. Free shipping benefits exclusively apply to standard delivery services only. Any express shipping, expedited delivery or special logistics upgrades will generate additional charges even if the order meets the free shipping threshold. We reserve the right to adjust shipping rates, free shipping thresholds and promotional rules at any time without prior notice according to logistics market changes and operational adjustments.

4. Parcel Dispatch & Real-Time Tracking Service

After your order is professionally sorted, strictly quality-inspected, securely packaged and officially dispatched from our local German warehouse, an automatic shipping confirmation email containing your unique tracking number and official tracking link will be sent to your registered email address. Tracking data usually requires 24–48 hours for system synchronization and update on the carrier’s official platform after shipping label generation. This short synchronization delay is normal and will not affect the actual parcel transit status.

If you do not receive the dispatch confirmation email within 3 working days after successful payment, please first check your spam or junk mailbox. If the email is still not found, please contact our official customer service team for manual tracking inquiry and order status assistance.

5. Customs, Duties & Cross-Border Tax Liability

For all cross-border parcels shipped outside Germany, including EU intra-border deliveries and international shipments, all applicable local import VAT, customs duties, official clearance fees, administrative charges and other border-related taxes shall be solely borne and paid by the customer.

Morenox has no control over local customs policies, inspection standards, clearance rules and work efficiency of destination countries. We cannot predict customs detention risks, inspection delays, random customs checks or additional incidental charges. Customers are strongly recommended to check and confirm the local import regulations and tax rules of their destination country before placing cross-border orders.

If a parcel is detained, refused, abandoned or returned to our warehouse due to unpaid duties, incomplete customs declaration documents, local import restrictions or customer personal reasons, the original outbound shipping cost, return logistics fees and customs penalty charges will be deducted from the final refund amount.

6. Damaged, Missing & Lost Parcel Claim Rules

Customers must carefully inspect the outer packaging integrity and internal product condition immediately after receiving the parcel. All official after-sales claims must be submitted in strict compliance with the following time limits and evidence requirements:

Damaged packaging or defective products: Customers must submit a formal claim with clear, unedited original photos of the outer packaging, shipping box, packing materials and damaged products within 48 hours after delivery confirmation.

Missing items: Customers must provide complete valid unboxing photos or full unboxing video evidence within 48 hours after parcel receipt for official verification and confirmation.

Lost parcel investigation: Lost parcel claims will only be initiated after the logistics carrier officially issues a parcel loss confirmation. Standard carrier official investigation procedures take 7–15 business days. Full refunds or complimentary reshipment services will not be processed before the carrier completes the official loss investigation and issues final results.

High-value orders may require signature confirmation upon delivery. If customers voluntarily waive the signature confirmation service, Morenox shall not be held responsible for parcels marked “delivered” by the carrier but not received by the customer.

7. Address Modification & Order Adjustment Rules

Address modification, recipient information adjustment and order rerouting requests are only acceptable before the parcel is picked up and officially dispatched by the logistics carrier. Once the parcel enters formal transit, all address changes and order information adjustments are no longer guaranteed. In extremely special cases where rerouting service is available after dispatch, all additional rerouting fees, logistics surcharges and handling costs shall be fully borne by the customer.

8. Failed Delivery & Return to Warehouse Policy

If the logistics carrier fails to complete successful delivery due to recipient absence, inaccessible delivery address, invalid contact information, recipient refusal to sign for the parcel or other customer-related reasons, the courier will attempt redelivery in accordance with local logistics regulations. After multiple unsuccessful delivery attempts, the parcel will be automatically returned to our local warehouse in Germany.

For all return-to-sender cases caused by customer reasons, the original outbound shipping cost and return logistics fees will be deducted from the customer’s final refund. If the customer still needs to receive the products after the parcel is returned to the warehouse, a new order must be placed with full shipping fees repaid.

9. Return Shipping Regulations

Return shipping costs and logistics risks are borne entirely by Morenox only for returns caused by verified factory manufacturing defects, in-transit shipping damage, wrong item delivery or other service errors attributable to our team. For all customer-initiated unconditional returns, personal reason returns and unnecessary returns, all return shipping fees, logistics risks, customs fees and related handling charges shall be the sole responsibility of the customer.

All returned goods must be shipped via official trackable shipping services with valid tracking numbers retained for verification. We strongly recommend customers purchase shipping insurance for high-value items to avoid loss risks during return transit. Official refunds will only be processed after our warehouse receives, inspects and confirms the returned products meet intact and unused return standards.

10. Force Majeure & Policy Updates

Morenox relies entirely on professional third-party logistics carriers to complete all delivery services. We shall not be liable for shipment delays, parcel damage, parcel loss or service interruption caused by force majeure events beyond reasonable business control, including natural disasters, extreme severe weather, logistics carrier strikes, port closures, customs holds, government policy adjustments, public health emergencies and other uncontrollable objective factors.

We reserve the unilateral right to revise, update and supplement this Shipping Policy to comply with updated German commercial regulations, EU consumer laws and daily business operational adjustments. All revised terms take immediate legal effect upon official website publication. Continued website browsing, product purchase and order placement after policy updates constitute automatic acceptance of the latest shipping terms.