Shipping Policy

Shipping Confirmation & Order Tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number should be active within 48 hours of receipt of the email. If you have not received an order tracking update within 3 business days, please contact us.

Additionally, there are extenuating circumstances where your order might take a bit longer than the expected delivery date, due to delays or other factors that are out of control. Please understand that the expected delivery date is based on data across all our orders and should be used as an estimate, and not a guarantee.

Damages

Kueence will replace orders that have been damaged during the shipping process. If you’ve received a product that is non-working due to damage during shipping, please contact our Customer Service team within 3 business days of receiving your order.

Lost or Stolen Orders

Kueence accepts no responsibility for lost or stolen items that have been confirmed as successfully delivered by the courier. The company does not reimburse or replace orders that have been confirmed as delivered by the courier and are reported lost or stolen. Kueence may at its sole discretion, provide an affidavit in case a replacement is needed.

Incorrect Addresses

Kueence accepts no responsibility for orders that are placed with incorrect addresses. If an error was made on the address you used, please contact us immediately to change it before your order gets shipped out. We cannot guarantee that we can change your address, but the quicker you contact us, the more likely we will be able to make that change.