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All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery.
Due to the global pandemic, shipping times may be longer and tracking information inaccurate.
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number(s) will be active within 24 – 48 hours.
Secret Energy is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipping carrier to file a claim.
Please save all packaging materials and damaged goods before filing a claim.
The recipient is the importer of record and must comply with all laws and regulations of the destination country. The recipient of an international shipment may be subject to import taxes, customs duties and fees, which are imposed once a shipment reaches the recipient’s country. Additional charges for customs clearance must be fulfilled by the recipient. Secret Energy has no control over these charges, nor can Secret Energy predict what they may be. We will not alter prices, invoices, or any legal documents to accommodate international customs requirements.
Customs, duties, and taxes are non-refundable: so a shipment that is refused because of unexpected import fees, the cost of the original shipping and any return shipping charges will not be refunded. Customs policies vary widely from country to country; you should contact your local Customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
To avoid a delay in receiving your order from Customs, we strongly suggest:
Providing a phone number where you can be reached by Customs when your product arrives. This phone number will be listed on the commercial invoice so Customs can reach you to clear your order.
Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for 5 days after arrival in your country before they return it to the sender.
We do not refund original shipping charges for goods that are refused for delivery at Customs.
We will not refund your money for an order that has been destroyed by Customs.
Due to the global pandemic, shipping times may be extended and tracking information inaccurate.