Shipping policy

We want your Bigens order to reach you quickly and in perfect shape. Here's everything you need to know about how we ship.

1. Where we ship

We ship worldwide, to every country available at checkout. If your country isn't listed, email hello@bigens.com and we'll see what we can do.

2. Processing and delivery times

  • The estimated processing and delivery times for your address and shipping method are shown at checkout and in your order confirmation.
  • During busy periods and promotions, processing can take a little longer.
  • Weather, customs checks and carrier disruptions can sometimes cause delays.
  • Pre-orders and orders that include a pre-order item ship when every item is available (see section 5).

3. Shipping costs

Shipping costs are calculated at checkout based on your destination and the shipping method you choose. You always see the full shipping cost before you pay. When we offer free shipping, the conditions are shown on the Site and at checkout.

4. Taxes and import duties

  • Taxes. Where the law requires prices to include tax (for example, in the EU and the UK), our prices include it. Elsewhere, applicable taxes are added at checkout.
  • Import duties. Duties and import taxes depend on your destination. Where possible, they are shown and charged at checkout. Otherwise, the carrier or your customs authority may charge them on delivery, and you are responsible for paying them.

5. Pre-orders and one shipment per order

  • Pre-order products show their expected ship date on the product page, in the cart and in your order confirmation.
  • Everything in your order ships together, including pumps and other accessories. If your order contains both pre-order and in-stock products, we ship everything in one shipment once every item is available. Want your in-stock products sooner? Place them in a separate order.
  • If the expected ship date changes, we'll email you a new date and the option to cancel for a full refund. See section 8 of our Terms of Service for the full pre-order terms.

6. Order tracking

When your order ships, you'll get a shipping confirmation email with a tracking link. It can take a little while for the tracking link to show updates in the carrier's system. Haven't received tracking details when you expected them? Email hello@bigens.com.

7. Address changes and order changes

Need to change your shipping address or your order? Email hello@bigens.com as soon as possible. We'll do our best, but we can't guarantee changes once your order is being prepared for shipping.

8. Cancellations and returns

You can cancel an order, including a pre-order, any time before it ships. After delivery, you can return unused items within 30 days. See our Refund Policy for details.

9. Shipping restrictions

We may not be able to ship to some address types (such as P.O. boxes or military addresses) or ship some products to certain countries because of carrier or local rules. If that affects your order, we'll let you know right away.

10. Customs information

  • We prepare the customs documents your shipment needs.
  • Some countries require extra details for customs, such as a phone number or a tax ID. If customs or our shipping partners ask for this, we'll contact you. Please reply quickly: without it, your package may be held, returned or lost.
  • If a package is held or returned because required customs information wasn't provided, or because it was refused or not collected, we refund the item price once it's back with us, minus the original shipping cost and the cost of returning it to us. This doesn't affect your statutory right of withdrawal if you live in the EU or UK (section 3 of our Refund Policy).

11. Damaged, lost or missing packages

  • Report it as soon as possible. If your package arrives damaged, seems lost, or is marked as delivered but you haven't received it, email hello@bigens.com as soon as possible. For damage, please include photos of the box and the item.
  • We investigate. We look into it with the carrier. Depending on the information available, we send a replacement or refund you.
  • Marked as delivered. Please check with neighbors, your building's front desk or the local post office first. If the carrier confirms delivery, we may ask you for a police report about the missing package before we can proceed.
  • Our decision. After the investigation, the final decision is at our discretion. This doesn't affect your statutory rights. If you are a consumer in the EU or UK, we carry the risk of loss or damage until the order has been delivered to you. We may ask you to file a report with local authorities in order to provide you with a solution. 
  • Wrong or incomplete address. Please enter your full address carefully at checkout. We're not responsible for delays or losses caused by an incorrect or incomplete address that you gave us.

12. Contact us

Questions about shipping? Email hello@bigens.com or use our contact form.

Bigens, a brand of Vertuem North America LLC

Last updated: October 4, 2026