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Shipments and Returns

Time to Ship

Most of the orders can be shipped within a couple of business days (~1 week) if we have all the items available in stock. However, in some cases the time to ship may take longer, for instance if additional documentation review is required to process your order. 

Our standard time to ship time frames are 

  • up to 30 business days upon order confirmation for standard products 
  • up to 45 business days upon order confirmation for customized products (e.g. third-party sensor customization).

Note that higher volume orders (> 100 units) may require special review from our production & operations team with longer time to ship times. We recommend reaching out to our sales team via e-mail (sales@plux.info) in such cases to ensure the best possible preparation for your order to be shipped on time.

Shipping

Packages are generally ready for shipping within 1 to 2 days once all our products are ready to ship and we offer the following shipping options:

  • Standard shipping (7 to 15 business days)
  • Express shipping (1 to 3 business days)
  • Pick up at PLUX (for Lisbon, Portugal shipping addresses or upon request)

All orders have a tracking number that will be sent to you once the order is dispatched. Parcels sent by courier can be tracked on the carrier website, while standard mail parcels can be tracked using link while in Portugal and using your national postal service tracking tool afterwards. 

When shipping to countries outside the EU, customs clearance and import fees may be applied. Each country has its own rules and regulations (which often depend on the ordered items) and we are unable to provide estimates for these costs. Imports and associated costs (e.g., local taxes, customs fees) are handled and paid by the customer at the destination's local customs.

Important information about prolonged shipping times via standard mail due to COVID-19

We are currently experiencing prolonged shipping times for shipments sent via standard mail, with shipments outside the EU reaching up to 6 to 8 weeks shipping time. Please consider courier shipping for urgent orders.

Minimum Order Quantity

We don't require any Minimum Order Quantities. Whether you need 1, 100 or 1000 sensors, we're ready to help! 

Changing or Cancelling Your Order

If you placed an order by mistake, forgot an item or simply changed your mind - don't worry! 

Reply to your order confirmation e-mail with the request to cancel your order or with any update request and we'll help you finding a solution.

Please note that we can only control the content of your order before the shipping process has been initiated. Any changes submitted after your order has left our offices may result in additional fees.

Changing Orders During the Shipping Process (i.e. your order has left our offices and is on its way to you)

While we are happy to change your order to meet your expectations, changes made after your original order has been shipped may be charged with additional shipping costs to ship any extra products.

Orders Refused at Customs 

If your shipping destination is located ouside the EU, your local customs may apply additional taxes and fees on top of the total value of your order before releasing your order. Unfortunately, we have no control over these fees. Imports and associated costs (e.g., local taxes, customs fees) are handled and paid by the customer at the destination's local customs.

Orders refused at customs and returned due to unpaid taxes and/or fees will only be partially refunded as any resulting fees and charges will be deducted from the refund amount or added to your overall order if you'd like to re-ship your order. Please see our Shipping Policies for more information.

If your local customs is refusing to release your order for any other reason, please contact our support team at helpdesk@plux.info for help.