Shipping policy
Overview
ENSO ships internationally from our fulfillment partners in Asia.
Our goal is to deliver your order efficiently and transparently. Please review the information below before placing your order.
Order Processing
Orders are typically processed within 1–3 business days after payment confirmation.
Orders placed on weekends or public holidays will be processed on the next business day.
Once your order has been processed and handed over to the shipping carrier, you will receive a confirmation email with tracking details.
Shipping Destinations
We currently ship to most countries worldwide.
If your country is not available at checkout, please contact us at hello@enso-active.com before placing an order.
Shipping Methods and Delivery Times
Delivery times are estimates and may vary depending on destination, shipping method, customs processing, and local courier performance.
Typical delivery times are as follows:
- Asia: 2–6 business days
- Europe: 5–10 business days
- United Kingdom: 5–10 business days
- United States: 8–14 business days
- Rest of World: 7–14 business days
Delivery times are counted from dispatch, not from the time the order is placed. Delivery times are estimates only and are not guaranteed.
Shipping Rates
Shipping rates are calculated at checkout based on your delivery address, package weight, and selected shipping method.
Any applicable shipping fees will be displayed before you complete your purchase.
Duties, Taxes, and Customs Fees
All orders are shipped from outside your country of residence and are treated as imports by your local customs authority.
Import duties, tariffs, customs charges, brokerage and clearance fees, and local sales or value added taxes may be levied on your order. These charges are determined by the destination country and are the responsibility of the customer. They are not included in the product price or the shipping fee shown at checkout, and are additional to any amount paid to ENSO.
United States customers, please note: the United States no longer applies a duty-free de minimis threshold to imported goods. Import duties and customs charges may therefore apply to your order regardless of its value.
Where practical, ENSO may arrange for import duties to be prepaid on an outbound shipment so that no payment is required on delivery. Any such arrangement is made voluntarily, at our sole discretion, on a shipment-by-shipment basis. It does not form part of the price you pay, is not a term of sale, and creates no entitlement, representation, or expectation in relation to any current or future order. ENSO gives no warranty that any particular shipment will be sent on a duty-paid basis.
If a carrier, customs broker, or customs authority requests payment of duties, taxes, or clearance fees from you, those amounts remain payable by you as the recipient. Refusing to pay them does not entitle you to a refund of the order.
ENSO is not responsible for delays, storage charges, inspection fees, or other costs arising from customs clearance, nor for parcels refused, unclaimed, or abandoned by the recipient. Where a parcel is returned to us because import charges were not paid, any refund will be reduced by the outbound shipping cost, the return shipping cost, and any charges levied against ENSO by the carrier or customs authority.
If you receive an unexpected charge, contact us at hello@enso-active.com and we will review the circumstances. Any assistance offered is provided as a goodwill gesture and without admission of liability.
If you are unsure what charges may apply, we recommend checking with your local customs authority before placing your order.
Tracking and Delivery
Once your order has been shipped, you will receive a tracking number via email.
Please allow up to 24 hours for tracking information to become active.
If tracking indicates that your order has been delivered but you have not received it, please contact the carrier directly or reach out to us for assistance.
Failed Delivery and Incorrect Address
Please ensure that your shipping address is accurate and complete.
ENSO is not responsible for:
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Delays or non-delivery caused by incorrect or incomplete addresses
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Packages returned to sender due to failed delivery attempts
If a package is returned to us due to an incorrect address, re-shipping costs will be charged to the customer.
Lost or Delayed Shipments
If your order appears lost or significantly delayed, please contact us at hello@enso-active.com within 14 days of the expected delivery date.
While we will assist in investigating the issue with the carrier, ENSO cannot guarantee replacement or refund for parcels confirmed as delivered by the carrier.
Returns and Exchanges
Returns and exchanges are handled in accordance with our Return Policy.
Unless the item is defective or incorrect, return shipping costs are the responsibility of the customer.
Original shipping fees are non-refundable.
Contact Us
If you have questions about shipping, please contact us at:
Email: hello@enso-active.com
