Shipping policy

Order Processing

Orders are normally processed within 1–3 business days after payment confirmation.

Orders are processed Monday through Friday, excluding weekends and public holidays. Orders placed during weekends or public holidays will begin processing on the next business day.

Processing may take slightly longer during holidays, promotional periods, periods of high order volume, or when additional order verification is required.

Estimated Delivery Times

After your order has been processed and shipped, estimated standard delivery times are:

Delivery estimates begin after the order has been processed and transferred to the shipping carrier. Processing time and delivery time are separate.

Delivery dates are estimates and are not guaranteed. Actual delivery times may vary depending on destination, customs procedures, local postal services, weather conditions, public holidays, carrier delays, and other circumstances outside our reasonable control.

Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number or tracking link when tracking is available.

Tracking information may require up to 3–7 business days to begin showing updates after the parcel has been transferred to the carrier.

Temporary gaps in tracking updates do not necessarily mean that the shipment has stopped moving. International shipments may not receive a new scan until they reach the next carrier facility or destination country.

Multiple Packages

Some orders may be shipped in separate packages due to product availability, fulfillment location, package size, or carrier requirements.

When an order is divided into multiple shipments, each package may arrive at a different time and may have a separate tracking number. You will not be charged additional standard shipping fees.

Customs, Duties and Import Taxes

International shipments may be subject to customs duties, import taxes, handling fees, or other charges imposed by the destination country.

These charges are determined by local authorities and are not included in the product price unless expressly stated during checkout.

Customers are responsible for any customs duties, import taxes, or local fees required by their country. Spinevo does not control these charges and cannot predict their amount.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address, including apartment or unit number, city, postal code, state or province, and country.

Please review your address carefully before placing your order. Contact us as soon as possible if you notice an error.

We cannot guarantee that an address can be changed after an order has entered processing or has already been shipped.

Incorrect or Incomplete Addresses

Orders returned because of an incorrect, incomplete, or undeliverable address may require additional shipping arrangements before they can be sent again.

Any additional carrier charges caused by an incorrect address, failed delivery attempt, or unclaimed shipment may be the customer’s responsibility.

Delayed Shipments

Occasionally, deliveries may be delayed because of customs inspections, transportation disruptions, severe weather, public holidays, local postal service delays, or other events outside our control.

If your tracking has not updated for an extended period or your order has not arrived within the estimated delivery window, contact our support team and we will help investigate.

Lost Packages

If tracking indicates that a parcel may have been lost in transit, contact us at support@spinevo.net.

We may ask you to confirm your shipping address and provide relevant order information. We will then contact the carrier or fulfillment partner and determine an appropriate resolution.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please first:

• Check around your entrance, mailbox, building reception, or designated safe place.
• Ask household members, neighbors, or building staff whether they accepted the package.
• Contact the local carrier using the tracking number.

If the package still cannot be located, contact us and we will assist you with the next steps.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery.

Please include your order number, a description of the issue, and clear photographs or video showing the product and packaging.

Our support team will review the information and provide an appropriate resolution, which may include a replacement, refund, or another suitable solution.

Order Changes and Cancellations

Contact us as soon as possible if you need to change or cancel an order.

We will try to accommodate your request, but changes or cancellations cannot be guaranteed after the order has entered processing or has been transferred to the carrier.

Returns

Shipping information for returns is covered separately in our Return & Refund Policy.

Please contact our support team before returning any item. Do not send a return without receiving return instructions and the correct return address.