Dr. Geno Gentle Cleanser

Shipping Policy and Guidelines

Welcome to Filler Lux! We are committed to providing a smooth and reliable experience, especially when it comes to delivering your orders. By placing an order, you agree to our Shipping Policy, which is designed to keep you fully informed throughout the shipping process. 

Once your order is placed, you will receive a confirmation email containing essential details, including product information, estimated delivery time, payment method, and shipping option. This email serves as verification that your order has been received and is being processed. If you do not see it in your inbox, please check your spam or junk folder. For assistance, contact us at info@fillerlx.com

Dispatch Notification and Temperature-Controlled Goods

Once your order is dispatched, you will receive an email with tracking information to monitor your package’s progress in real time. To check your order status at any time, please visit our Order Status Tracking page. Tracking details may take up to 2 business days to activate, depending on the carrier’s schedule, and Filler Lux is not responsible for delays in tracking activation.

To ensure the highest quality and freshness of temperature-sensitive items, we have implemented a specialized shipping process:

• Order Processing: Orders placed before 3:00 PM EST (UTC-05:00) are typically dispatched the same day. Orders received after this time are shipped on the next business day. Please note that our warehouse operates Monday through Friday, excluding recognized national holidays. We make every effort to minimize delays during holiday and non-operational periods. 
• Shipping Days: Temperature-controlled goods are shipped Monday through Thursday only. Orders placed on Thursday after 3:00 PM EST (UTC-05:00), or on Friday, Saturday, or Sunday, will be held for dispatch on the following Monday to avoid extended transit times over the weekend. This ensures your items arrive in peak condition. 

Shipping Address Accuracy

All orders are dispatched to the shipping address provided by the customer at checkout. It is the customer’s responsibility to ensure that this address is accurate and complete, as Filler Lux cannot be held responsible for orders shipped to incorrect or incomplete addresses.

If an order is returned due to an incorrect address or failure to collect from a designated collection point, the customer must cover new shipping costs for the order to be reshipped. Should the customer choose to cancel the order, the refund will be processed minus the original and return shipping fees, along with a 15% restocking fee. Please note that shipping costs are non-refundable, and reshipment cannot be provided for orders sent to incorrect addresses or returned as undeliverable.

If you realize that you have provided an incorrect address or other information and your order has not yet shipped, you may update or cancel it through your personal account. Please note that Filler Lux cannot modify or cancel orders that have already been dispatched. By completing the checkout process, you confirm that you are responsible for the accuracy of the information provided for delivery.

Transit Protection for Lost and Damaged Orders

Filler Lux cannot be held responsible for any loss or damage to goods that may occur during transportation. We understand that a lost parcel or delivery delay can be a challenging experience, and we recommend taking immediate action if this situation arises.

If your parcel appears lost in transit, please contact the carrier immediately. For orders with shipping insurance, also reach out to your insurance provider to expedite the investigation and potential compensation process.

Shipping insurance is optional but highly recommended for added protection. Filler Lux partners with Parcel Panel, a trusted package protection and tracking solution, to enhance your delivery experience and provide coverage against loss, theft, or damage. Parcel Panel offers an affordable insurance option covering your package throughout its journey. 

We advise retaining all order-related documents, including receipts, tracking details, and other records, as these may be necessary when filing a claim.

Inventory and Shipping Management Overview

Backorders. A robust stock of our products is always maintained; however, if any items from your order are out of stock, the available items will typically be shipped within 3-6 business days, unless otherwise specified. In such cases, we may split the order and send the remaining items at our expense to ensure prompt delivery. Our team actively monitors product availability and will keep you updated on any delays or changes in your order status. 

Split Shipment of Orders. For orders containing both regular temperature items and those requiring temperature monitoring, we recommend splitting them into two separate shipments. This approach ensures that the necessary storage conditions for heat-sensitive products are maintained, optimizing the delivery process and minimizing the risk of temperature disruption. Additionally, separate shipments may result in cost and time savings.

Temperature-Sensitive Products. Filler Lux assumes responsibility for the safety of temperature-sensitive products only when shipping is selected via Next Day Delivery. For all other delivery options, we cannot guarantee protection against delays, damages, or temperature fluctuations, and any claims filed in such cases will be rejected.

Products requiring specific temperature conditions will be shipped in protective thermos bags with ice to ensure their safety during transit. We strongly recommend choosing the Next Day Delivery method to maintain the quality and freshness of your items upon arrival. 

If your order requires temperature control and is placed late in the week, please note that shipment will occur on the first business day of the following week. Goods packed with ice may remain in the carrier's warehouse over the weekend, which could compromise storage conditions. We cannot guarantee product safety if proper temperatures are not maintained, and we are not liable for any quality issues.

  

Domestic Courier Services and Options

International Shipping Services (Applicable to Canada, South America, Mexico, Islands and European Union)

We offer international shipping to many countries. However, please be aware that customs and import regulations vary by destination. Customers are responsible for all applicable customs duties, taxes, and charges imposed by local governments.

Filler Lux is not liable for additional fees from government authorities before shipment. If goods are delayed at customs, all associated costs for their release are the customer's responsibility. Orders canceled or rejected due to non-payment of customs duties will incur a deduction for the full return shipping cost, including initial international shipping fees.

Customers should familiarize themselves with their country's import rules. For delayed parcels, we recommend contacting local customs authorities for assistance. Please keep in mind that Filler Lux is not responsible for goods that have been seized at customs. We recommend that you carefully review all relevant requirements and rules before placing an order to avoid possible inconveniences.

Shipping Restrictions and Exceptions 

Filler Lux reserves the right to impose delivery restrictions and exclusions based on various factors to ensure the safety and reliability of our services. The primary reasons that may affect delivery possibilities include: 

Legal Restrictions: Some laws and regulations in certain countries or regions may restrict or prohibit the shipment of specific goods. We strictly comply with local regulations and continuously monitor any changes. 

Incomplete or Inaccurate Delivery Information: If the provided address is incomplete or inaccurate, delivery may be hindered. We strongly recommend verifying the entered information to avoid potential delays. 

Payment Issues: In cases of unsuccessful transactions or suspected fraud, we may temporarily suspend order processing. The security of your data and funds is our top priority. 

Unforeseen Events: Natural disasters or other emergencies may disrupt delivery operations. While we strive to minimize the impact of such circumstances, delays may occasionally be unavoidable.

Additionally, we may request customers to provide further information or documentation to process certain orders. If an item or order cannot be fulfilled due to restrictions or exceptions and payment has already been made, a refund will be issued in accordance with our standard refund policy.

We appreciate your understanding and assure you that we are committed to ensuring the reliable and timely delivery of your orders. If you have any questions or concerns, please do not hesitate to contact our support team.