All orders are processed within 2 business days (excluding weekends and US, UK or EU holidays and/or high demand periods) after receiving your order confirmation email. You will receive a second notification when your order has shipped with the relevant tracking information.

1. SHIPPING COSTS

We offer free delivery to the US, UK and Canada.

For other countries if there is a shipping fee we will highlight this in the product description shipping fee at the checkout.

If your order is refused, sent back due being undeliverable or you decide to return within 14 days, please be advised shipping fees charges, original order or otherwise, are not refundable.

Please be aware that stock is manufactured and mainly shipped from the US warehouse, we are not responsible for any custom charges incurred by you. Please contact your local authorities for any further information.

We DO NOT ship to: Angola, Belgium, Brunei, Chad, Crimea region of Ukraine, Cuba, French Guiana, Guadeloupe, Iran, Laos, Libya, Liberia, Madagascar, Martinique, Mauritius, Myanmar (Burma), North Korea, Republic of Congo, Panama, Reunion (Bourbon), Saint Pierre and Miquelon (Miquelon), Seychelles, Sierra Leone, South Sudan, Tajikistan, Timor-Leste, Turkmenistan, Yemen

2. SHIPPING TIMELINES

When your order has been shipped, you will receive an email notification from us which will include a tracking number you can use to check its status.
Please allow 48 hours for the tracking information to become active or available.
We collaborate with different shipping companies and unfortunately we are not able to exclude or select any depending on countries or customer choice.
If you haven’t received your order within the timelines below, please contact us at support@phengold.com with your name and order number, and we will look into it for you.
If you instruct the carrier that you would like your delivery to be left outside your address, or other location, then we will cease to have any liability to the products that have been left once our courier has delivered your product.
If you would like to modify the address you will have to communicate with the carrier after you receive tracking information. We are not able to do it for you as soon as the label is generated and the tracking number is issued to your order.

3. SHIPPING TIMELINES

Your order will be processed as soon as possible during working hours following a successful checkout or after we have received and processed your bank transfer. These are approximate delivery times as follows:*

USA: up to 7 working days
UK: up to 14 working days
EU: up to 20 working days
Rest of World: up to 21 working days

*These are estimated times if the order is placed before 13:00 Monday-Friday, and products are in stock.

Please note that we do not dispatch on US, UK and EU public holidays, and there may be a backlog of orders after a holiday date causing your package to take an extra 1-2 days for delivery.

Please be aware that product availability may be affected by various reasons: holidays season, promotion, special offers or high sales demand. We kindly request a bit of patience as the curing times of the manufacturer have to be observed. We will inform you through an email if your order has suffered any delay.

4. MISSED DELIVERY

After placing an order you will receive a notification when your order has been shipped with the relevant tracking information and estimated delivery time.

After order is shipped and tracking information is provided please contact the carrier if you have any questions on delivery times or changes you would like to make like address, delivery date.

If the parcel is delivered and you are not there to receive it or it’s missed, please contact the carrier.

If your package is refused or unclaimed, or if the delivery address is incorrect and it gets returned to us, we will attempt to contact you.

If you don’t respond to customer support within 3 working days or if you no longer require the package, we will refund the value of the items, less $15 incurred for the carrier to return the package to us.

Any shipping charges on the original order are not refundable.

5. IMPORT AND CUSTOM CHARGES

Your order will be shipped from one of our warehouses in the US or UK, mainly depending on stock availability.

Your country of delivery may charge import duties. Some countries have import taxes and also ask for additional documents, which we unfortunately can’t be certain of, or pay for in advance.

We are not responsible for any custom charges incurred by you. Please contact your local authorities for any further information.