SHIPPING & RETURNS POLICY
Shipping
Discreet Shipping
All of our packages are shipped discreetly from our multiple warehouses in plain packaging, with “Shipping Department” as the name on the return address.
Order Fulfillment Time
Orders received by 1PM MST Monday through Friday will ship the same day. Order received after 1PM will ship the following business day.
Shipping Methods
We use the United States Postal Service (USPS), UPS, and Federal Express to ship our orders. Packages shipped using USPS, UPS and Federal Express are trackable. If a parcel is not delivered as promised (lost in transit), we can issue a replacement or refund for you. COMPLEXXXUS is not responsible for lost or stolen packages with confirmed delivery status.
Shipping Costs
The charge for shipping your order is determined by the weight and size of the products ordered and the shipping method you choose. Our automated system calculates your shipping charge and displays it for you at the time you choose your shipping method.
Overnight and Second-Day Shipping
When calculating time frames for overnight or second-day delivery, be aware that orders are picked up from our warehouses Monday through Friday and not on Saturday and Sunday. Overnight and Second-Day Shipping orders placed before noon Eastern Time, Monday through Friday, will usually ship that same day. Orders placed after noon will ship the next business day. Overnight and Second-Day Shipping orders placed after noon on Friday will ship on Monday (or the next business day). Examples:
- Overnight: If your order is placed at 2 pm MST on Friday with overnight shipping, it will be shipped Monday, and will usually arrive on Tuesday.
- Second-Day: If your order is placed at 2 pm MST on Friday with second-day shipping, it will be shipped Monday, and will usually arrive on Wednesday.
We trust our delivery carriers, UPS, FedEX, and USPS to do their best to deliver orders on time as advertised, but we cannot guarantee shipping times when carriers fall behind.
Backorder Items
All products we sell should be in stock at time of ordering to ensure prompt delivery of orders. Product availability is displayed on the product description page on the website. If an error is received, or any issues arise from availability, please use the Contact Us form and we will resolve it within 24 hours.
Shipping Exclusions
We do not ship to prisons, schools, or churches. We have automated filters for our ordering process that will prevent shipment to these locations. If you believe your address is triggering one of these filters unintentionally, please use our Contact Us form.
Undeliverable Packages
If your order is returned to us as undeliverable (due to an incorrect address, missing apartment number, nobody available to receive a parcel, etc.) we will notify you by email.
Order Status
You will receive an order confirmation email with your tracking information within 24 hours of order. If you do not receive this, please use the Contact Us form. Also, you can check the status of your order on our website 24 hours a day.
Pending Delivery: Your item is in the warehouse and is assigned to your order. We expect it to ship shortly. Depending upon the shipping method selected, for domestic orders please allow up to 7 business days for your package to arrive.
Order shipped: Your order has shipped. Visit the Track Order page for more info.
Returns
Due to the personal nature of our products, we are unable to accept returns; nor will we exchange a product unless the item is defective.
Please note that to ensure the safety and health of our customers, ALL SALES ARE FINAL.
Once items leave our warehouse, they are considered to be used and non-resalable. We do not accept returns or exchanges on any product we sell.
In the event of a shipment error on the part of our DROPSHIPPER, a credit memo will be issued or the correct product will be shipped at DROPSHIPPER’s expense. If DROPSHIPPER requests the product to be returned, COMPLEXXXUS shall have the CONSUMER return the product to DROPSHIPPER. DROPSHIPPER will credit COMPLEXXXUS for the return so the CONSUMER can be credited by COMPLEXXXUS. Credit will be issued for the product, shipping charges if applicable, and processing fee on restockable products.
DROPSHIPPER will issue a credit or replace a manufacturer’s defective or damaged item, within the first 30 days from date of delivery to the CONSUMER. If it is a physical defect in the product, please send pictures. The item will be replaced with the same item only. COMPLEXXXUS will instruct the CONSUMER to throw away the defective or damaged item. Replacement is issued for defective item(s) only and shipped to the CONSUMER at no cost.
In the event DROPSHIPPER receives unauthorized returns by the CONSUMER, COMPLEXXXUS will be notified of the product return. DROPSHIPPER will dispose of product at time of notice. It is the sole responsibility of COMPLEXXXUS to inform the CONSUMER of the same. No credit will be issued for product or processing fees.
If items are damaged in shipment, or have evidence of damage to the exterior shipping box, the CONSUMER must request information from the carrier on the procedure for filing a claim. The carrier shall provide information to PURCHASER on how to file a claim with CUSTOMER to be reimbursed for damages through the carrier. The CUSTOMER is required to file the replacement claim through DROPSHIPPER.
Returned orders due to incomplete address or non-deliverable address will be subject to a 20% restocking fee.
Exchanges
We only replace items if they are defective or damaged.
Shipping Returns
To process a shipping return only if the product is damaged or defective, please fill out the Contact Us form.
Need Help?
Use our Contact Us form for questions related with your order.