# Shipping Policy - Link: https://www.viduluz.com/shipping-policy/ - Published: 2026-10-27T14:31:18-05:00 - Author: Viduluz ## SHIPPING POLICY **VIDULUZ** **Last updated: October 27, 2026** At VIDULUZ, we’re excited to bring our designs to customers around the world. We work with production, fulfillment, and shipping partners to prepare and deliver our bags and accessories. This Shipping Policy explains how orders are prepared, how deliveries work, and what to do if your package is delayed, lost, returned, or requires another delivery attempt. Our customer service team is here to guide you throughout the process. ## 1. ORDER PRODUCTION & SHIPPING Many VIDULUZ products are made to order. This means products are manufactured or prepared following a purchase rather than necessarily being stored as finished inventory. An order may involve two separate stages: **Production and Fulfillment** The time needed to prepare, print, embroider, package, and dispatch your product. **Shipping and Delivery** The time needed for the shipping carrier to transport the package to its destination. The total delivery period depends on both stages. Orders may be fulfilled from different facilities depending on product availability, production capabilities, and destination. ## 2. SHIPPING DESTINATIONS & AVAILABILITY VIDULUZ offers international shipping to destinations supported by our production and delivery partners. Shipping availability depends on: * The destination country or territory. * Product and fulfillment availability. * Available shipping carriers. * Import and export requirements. * Applicable product or delivery restrictions. * Local delivery service coverage. Available shipping methods are presented during checkout when supported for the selected destination. Occasionally, an order may be unavailable for fulfillment because of a destination restriction or a limitation in our shipping network. If an order cannot be fulfilled, we will contact the customer, explain the situation, and arrange a refund for the canceled order, including the applicable original shipping payment. Where available, we may suggest an alternative delivery arrangement. ## 3. SHIPPING COSTS & DELIVERY ESTIMATES Shipping charges are calculated according to factors such as: * Delivery destination. * Product type. * Package size and weight. * Fulfillment location. * Selected shipping method. * Carrier service availability. Available shipping charges are displayed during checkout before the purchase is completed. ### 3.1 Production and Delivery Estimates Estimated delivery times may vary according to product preparation and shipping conditions. Delivery estimates may be affected by: * Production schedules. * Carrier availability. * Customs clearance. * Weather conditions. * Transportation disruptions. * Remote or difficult-to-access destinations. * Other unexpected logistical circumstances. Estimated delivery dates help customers plan their purchases. Any expressly agreed delivery date or delivery commitment will be handled according to the applicable purchase terms. ### 3.2 International Customs and Import Charges International shipments may be subject to customs clearance procedures, import duties, taxes, or related destination charges. Where such charges are included in the amount collected during checkout, they form part of the applicable purchase total. Other destination charges may be collected by customs authorities or authorized shipping providers. When these charges are disclosed as payable by the recipient, the customer is responsible for completing the relevant payment and customs procedures. Our customer service team can help explain available shipping information and direct customers to the appropriate provider. ## 4. SHIPPING ADDRESS & DELIVERY INFORMATION Accurate delivery information is essential for successful shipping. Before completing your purchase, please confirm: * Recipient’s full name. * Complete street address. * Building, apartment, suite, or unit number, where applicable. * City, state, postal code, and country. * Valid contact information. * Additional access or delivery instructions when required. **The customer is responsible for providing accurate and complete delivery details.** ### 4.1 Address Verification Our online store may use location-related technologies to support shipping calculations and regional information. However, approximate location information does not replace the delivery address entered or confirmed by the customer. Please review your shipping details carefully before completing checkout. ### 4.2 Address Corrections If you notice a mistake in your shipping address, contact us as soon as possible: [**customerservice@viduluz.com**](https://www.viduluz.com/shipping-policy/customerservice@viduluz.com) We will check whether the address can still be updated. Corrections depend on the order’s processing status and the shipping carrier’s available services. Once a package has been dispatched, address changes may require direct coordination with the carrier. ## 5. SHIPMENT TRACKING & DELIVERY NOTIFICATIONS When tracking information is available, we provide shipment details so you can follow your order. Tracking information may include: * Shipping carrier. * Tracking number or reference. * Shipment status. * Estimated delivery information. * Delivery attempt notifications. * Collection or pickup instructions. Tracking updates are provided by the shipping carrier and may not always appear immediately. Some international shipments are transferred between carriers or local postal services before reaching their destination. Customers are encouraged to review tracking information and any delivery notifications provided by the carrier. ## 6. FAILED DELIVERIES & CUSTOMER RESPONSIBILITIES Sometimes a delivery cannot be completed on the first attempt. This may happen because of: * Incorrect or incomplete shipping addresses. * Missing building, apartment, or unit information. * Invalid or unreachable recipient contact details. * Missing access instructions. * Failure to respond to delivery notifications. * Failure to collect a package within the carrier’s collection period. * Refusal of delivery. * Incomplete customer-required customs or delivery procedures. When a delivery issue results from inaccurate information, omissions, or actions attributable to the customer, additional delivery or reshipping costs may apply. A destination being remote or difficult to access does not automatically mean that the customer is responsible for a delivery failure. ### 6.1 Contacting the Shipping Carrier Some delivery issues must be resolved directly with the shipping carrier or local delivery provider. Depending on the situation, customers may need to: * Contact the carrier’s customer service department. * Confirm or correct delivery information. * Arrange an available redelivery attempt. * Schedule a delivery appointment. * Provide additional delivery instructions. * Collect a package from a local carrier branch, post office, or authorized pickup location. * Arrange collection at an alternative service point. * Complete necessary identity or customs verification. * Pay applicable customer-responsible service charges directly to the carrier. When the carrier requires the recipient’s direct participation, customers should follow the relevant instructions. ### 6.2 Assistance from VIDULUZ We understand that delivery issues can be inconvenient. Whenever possible, our customer service team will help by: * Reviewing shipment tracking. * Identifying the responsible carrier. * Explaining delivery or pickup options. * Checking available address correction procedures. * Coordinating with fulfillment partners. * Requesting delivery information or investigations. * Explaining available redelivery or reshipping arrangements. Some changes can only be authorized by the recipient directly through the shipping company. We will explain which steps we can coordinate and which must be completed by the customer. ## 7. ADDITIONAL RESHIPPING CHARGES **Reshipping is a separate shipping service and is not included in the original purchase price or initial shipping fee.** When a new shipment is required because of an unsuccessful delivery attributable to the customer, additional charges apply. These may include: * New shipping or postage charges. * Applicable return-to-sender handling costs. * Carrier redirection or redelivery fees. * Additional shipping charges for an alternative delivery location or service. Our team will explain the available arrangements and communicate the applicable charges before requesting payment. ### 7.1 Payment for Reshipping **Customer-responsible reshipping charges must be paid separately and in advance.** When payment is required, VIDULUZ Customer Service will provide: 1. The applicable amount. 2. A description of the additional shipping charges. 3. A secure payment link or another officially authorized payment method. 4. Instructions for confirming the corrected delivery information. **A new shipment will be arranged after the applicable payment has been successfully received and confirmed.** Payment of reshipping charges does not guarantee a particular delivery date. The new shipment remains subject to carrier availability and applicable delivery conditions. Please use only the payment methods officially provided by VIDULUZ or the authorized shipping carrier. ### 7.2 Payments Directly to the Carrier In some circumstances, a shipping carrier may require payment directly from the recipient for an additional service. This may include: * Customer-requested delivery changes. * Additional delivery attempts attributable to the customer. * Carrier-approved redirection services. * Collection or storage services. * Applicable customs or import-related charges. The carrier will provide the corresponding payment instructions. Our customer service team can assist in identifying the appropriate provider and explaining the available information. Additional costs are not charged to the customer for delivery failures that are the responsibility of VIDULUZ or its contracted shipping providers. ## 8. REMOTE OR DIFFICULT-TO-ACCESS DELIVERY LOCATIONS Some destinations require additional delivery arrangements because of geographic conditions, restricted access, or carrier service limitations. Available alternatives may include: * Providing another deliverable address. * Collecting the package from a nearby authorized pickup point. * Scheduling an available carrier delivery appointment. * Selecting an alternative shipping service. * Coordinating delivery instructions with the local carrier. Our team will help identify the available options. Where an optional alternative service involves an additional charge, the amount will be communicated before the customer confirms the arrangement. Customers are not automatically responsible for additional shipping charges simply because their destination is remote or difficult to access. ## 9. LOST PACKAGES, SHIPPING ERRORS & DELIVERY INVESTIGATIONS We want every order to reach its destination successfully. If a package appears lost, is incorrectly delivered, or experiences a significant shipping issue, please contact us. ### 9.1 Reporting a Lost Package For our standard shipping claims process, please report a package that has not arrived within: **30 calendar days after its estimated delivery date.** You can contact us at: [**customerservice@viduluz.com**](https://www.viduluz.com/shipping-policy/customerservice@viduluz.com) Include: * Your order number. * Your name and contact email. * The tracking number, if available. * A brief explanation of the delivery issue. * Relevant information from the shipping carrier. We recommend contacting us as soon as tracking information indicates a problem. ### 9.2 Delivery Investigations Our customer service team may coordinate with the relevant carrier or fulfillment partner to review the shipment. This may involve: * Checking tracking history. * Requesting proof of delivery. * Reviewing delivery attempt records. * Confirming the delivery address. * Investigating missing or incorrectly delivered packages. * Identifying possible recovery or replacement options. Customers may be asked to provide reasonable information to assist with the investigation. ### 9.3 Delivery Errors Attributable to the Carrier If a shipment is lost or incorrectly delivered because of an error attributable to VIDULUZ or its contracted shipping and fulfillment providers, we will coordinate an appropriate resolution. Depending on the circumstances, this may include locating the package, arranging another shipment, providing a refund, or another suitable remedy. **Customers are not charged additional reshipping fees for confirmed delivery errors attributable to VIDULUZ or its contracted shipping and fulfillment providers.** Where VIDULUZ is responsible for delivery, our team remains available to handle the customer’s request even when the carrier is involved in the investigation. ## 10. UNCLAIMED PACKAGES & RETURNED SHIPMENTS A package may be returned to a fulfillment facility if: * The shipping address is incorrect or incomplete. * The recipient cannot be located. * Delivery is refused. * The package is not collected within the carrier’s collection period. * Required customer-side delivery procedures are not completed. * The carrier is unable to complete the delivery. ### 10.1 Packages Returned to the Fulfillment Facility When we receive confirmation that a package has been returned, we will review the available reshipping options. Where reshipping is possible, customers may need to: * Confirm the corrected delivery address. * Provide necessary delivery instructions. * Approve available reshipping arrangements. * Pay applicable additional charges if the original delivery failure was attributable to the customer. Reshipping availability depends on the package’s status, facility procedures, and available carrier services. ### 10.2 Storage and Retention Periods Returned packages may be subject to storage or handling limits at the fulfillment facility. Where the responsible facility provides a **30-day retention period**, customers should complete the required arrangements within 30 days after receiving notification that their returned package is available for reshipping. This may include confirming the address and paying any applicable reshipping charges. Packages remaining unclaimed after the communicated retention period may become unavailable for reshipment and may be donated or otherwise disposed of under the facility’s procedures. Our team will explain the available options using the information provided by the fulfillment facility. ## 11. PRODUCTS DAMAGED DURING SHIPPING If your order arrives damaged, please contact us promptly. We recommend keeping the product and relevant packaging while the issue is reviewed. Photographs of the affected product, packaging, and shipping label can help us understand what happened. Product defects, damage identified upon delivery, and incorrect products are handled through our separate: **Returns & Refunds Policy** Our customer service team will guide you through the applicable claim process. ## 12. INTERNATIONAL SHIPPING ASSISTANCE We welcome customers from different countries and recognize that delivery conditions may vary between destinations. International shipping can involve different carriers, customs procedures, local collection requirements, and delivery arrangements. For customers in the European Union, EU and relevant national consumer rules govern applicable delivery obligations and remedies. Other destinations may have their own requirements. If you have a question about shipping procedures or conditions specific to your country, please contact us with your destination and the issue you are experiencing. **We will be happy to help explain the available options and identify an appropriate solution.** ## 13. RELATED POLICIES For product defects, returns, replacements, refunds, and product inspection procedures, please review: **Returns & Refunds Policy** For information about the personal information used to process shipments, customer communications, and delivery claims, please review: **Privacy Statement** Our Terms and Conditions provide additional information about purchases and website use. ## 14. CONTACT US Need help with your shipment, tracking information, address correction, delivery attempt, or reshipping request? We’re here to assist. **VIDULUZ Customer Service** Email: [customerservice@viduluz.com](https://www.viduluz.com/shipping-policy/customerservice@viduluz.com) Phone: +1 (858) 800-0095 Website: [https://www.viduluz.com/help](https://www.viduluz.com/help) Thank you for shopping with us. We look forward to delivering your VIDULUZ order.