Shipping and Delivery Policy

This Shipping and Delivery Policy explains how Lensa processes, ships, tracks, and delivers orders.

Lensa is operated by:

Infinity Creations LLC
30 North Gould Street
Sheridan, WY 82801
United States

This policy applies to orders placed directly through an authorized Lensa website.

1. Order Processing

Orders are generally processed within 1–2 business days after payment has been successfully confirmed.

Business days are Monday through Friday, excluding public holidays applicable to the fulfillment location.

Orders placed on weekends or public holidays will generally begin processing on the following business day.

Processing may require additional time when:

• Payment authorization is delayed;

• The shipping address requires verification;

• The order is identified for fraud or security review;

• A product is temporarily unavailable;

• The order is placed during a high-volume sales period;

• Severe weather or operational disruption affects fulfillment; or

• Additional information is required from the customer.

Processing time is separate from delivery time. Delivery estimates begin after the order has been shipped.

2. Estimated Delivery Times

Estimated delivery times depend on the destination.

These delivery times are estimates and are not guaranteed delivery dates unless we expressly state otherwise in writing.

Orders may arrive earlier or later depending on:

• Carrier operations;

• Destination;

• Customs processing;

• Local delivery conditions;

• Weather;

• Public holidays;

• High-volume sales periods;

• Incorrect or incomplete delivery information; or

• Events outside Lensa’s reasonable control.

If a materially different delivery estimate is displayed at checkout, the estimate shown at checkout will apply to that order.

3. Shipping Costs

Lensa provides free standard tracked shipping on all eligible orders to supported destinations unless a different charge is clearly disclosed before checkout.

If optional expedited shipping is available, its price and estimated delivery time will be displayed before the order is submitted.

Any additional shipping service must be actively selected by the customer. Lensa will not add optional shipping charges through a preselected option where prohibited by applicable law.

4. Supported Destinations

We currently ship only to destinations made available during checkout.

If your country, territory, state, region, or postal code cannot be selected during checkout, we may not currently support delivery to that location.

We reserve the right to restrict delivery to certain locations where reasonably necessary because of:

• Carrier limitations;

• Import restrictions;

• Product regulations;

• Sanctions or trade restrictions;

• Delivery-security concerns; or

• Other legal or operational requirements.

5. Shipping Carriers

Orders may be shipped through:

• GOFO Express;

• Local postal services;

• Regional fulfillment partners;

• International shipping providers; or

• Other authorized logistics partners.

The carrier used for an order may depend on the destination, warehouse, package size, and available delivery service.

The final stage of delivery may be completed by a different local carrier from the carrier that initially received the package.

Delivery may be made to a mailbox, parcel locker, reception desk, authorized collection point, or directly to the recipient, depending on the carrier and package size.

6. Order Tracking

When your order ships, we will send a shipping-confirmation email containing a tracking number or tracking link where tracking is available.

Tracking information may require up to 48 hours after shipment to display its first update.

Temporary gaps between tracking updates do not necessarily mean the parcel has stopped moving. International shipments may not receive a new scan until they reach the destination country or local delivery network.

Customers are responsible for monitoring tracking information and responding to carrier notices concerning delivery attempts, collection deadlines, address problems, or customs requirements.

If you have not received tracking information after the normal processing period, contact support@trylensa.com.

7. Split Shipments

An order containing multiple products may be divided into separate shipments.

This may occur when:

• Products are stored at different fulfillment locations;

• An item becomes available before another item;

• Package-size restrictions apply; or

• Separate shipping provides faster or more reliable delivery.

If an order is split:

• You may receive more than one tracking number;

• Packages may arrive on different dates; and

• You will not be charged additional standard shipping solely because Lensa divided the order.

8. Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

This includes, where applicable:

• Recipient’s full name;

• Street address;

• Apartment, suite, unit, or building number;

• City;

• State, province, or region;

• Postal or ZIP code;

• Country; and

• Valid telephone number or email address.

Review the address carefully before submitting the order.

If you identify an error, contact support@trylensa.com immediately. We will attempt to update the address, but changes are not guaranteed once an order has entered processing or fulfillment.

Lensa is not responsible for a failed or delayed delivery caused by inaccurate or incomplete information supplied by the customer, except to the extent applicable law provides otherwise.

9. Address Changes After Shipment

Once an order has shipped, Lensa may be unable to change or redirect the delivery address.

The carrier may offer a delivery-management or redirection service, but availability is determined by the carrier.

Lensa does not guarantee that a carrier will approve an address change after shipment.

If a parcel is returned because of an incorrect address, failed delivery, or failure to collect it, contact Customer Support for assistance.

Any reshipping charge or deduction will be communicated before action is taken and will apply only where permitted by law and the applicable Return and Refund Policy.

10. Customs, Duties, and Import Charges

International orders may be subject to:

• Import duties;

• Value-added tax;

• Customs-processing fees;

• Brokerage charges; or

• Other government-imposed fees.

The checkout page or applicable offer will indicate whether these amounts are included in the purchase price.

Where duties and taxes are not collected by Lensa at checkout, the recipient may be required to pay them directly to the carrier or relevant authority before delivery.

Customs processing may delay an order beyond the estimated delivery period.

Customers are responsible for providing information reasonably required for customs clearance. Lensa is not responsible for delays caused by a customer’s failure to provide requested customs information.

Nothing in this section limits mandatory pricing-disclosure or consumer rights under applicable law.

11. Delivery Attempts and Collection

A carrier may:

• Leave a parcel in a safe location;

• Deliver it to a mailbox or parcel locker;

• Deliver it to a reception desk or authorized person;

• Attempt redelivery;

• Request a signature; or

• Hold the parcel at a collection point.

Customers are responsible for following carrier instructions and collecting parcels within any stated collection period.

If a parcel is not collected or delivery is refused, it may be returned to the sender.

Returned, refused, and unclaimed parcels will be handled under ourReturn and Refund Policy and applicable consumer law.

Refusing delivery does not automatically cancel an order or guarantee an immediate refund.

12. Delayed Shipments

Delivery delays can occasionally occur.

If an order has not arrived within the estimated period:

1. Review the tracking information;

2. Check for carrier notices or attempted delivery;

3. Verify that the shipping address is correct; and

4. Contact support@trylensa.com.

We may ask you to allow a reasonable investigation period while we contact the carrier.

If we become aware before shipment that we cannot ship within the promised timeframe, we will provide a revised estimate and any cancellation or refund options required by applicable law.

For orders subject to US law, if no shipping timeframe was provided, we will comply with the shipment timing and delay-notification requirements of applicable federal law.

For European consumers, nothing in this policy limits applicable rights concerning late or missing delivery.

13. Packages Marked as Delivered but Not Received

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

1. Check the delivery location, mailbox, parcel locker, entrance, reception area, and any safe place used by the carrier;

2. Ask household members, neighbors, building staff, or reception personnel whether they accepted the package;

3. Review the tracking page for delivery photographs or location notes; and

4. Contact the carrier for additional delivery details.

If the parcel is still missing, contact support@trylensa.com within seven days of the carrier’s recorded delivery date.

Please provide:

• Your full name;

• Order number;

• Delivery address;

• Tracking number; and

• Any relevant information received from the carrier.

We will open or assist with a carrier investigation.

Reports made after seven days may be more difficult to investigate and could affect the remedies available through the carrier. However, this reporting period does not exclude any mandatory right available under applicable law.

14. Lost Packages

A package may be treated as lost when:

• The carrier confirms the loss;

• Tracking has shown no meaningful movement for an unreasonable period;

• The carrier’s investigation cannot locate the package; or

• Other available evidence reasonably indicates that delivery will not occur.

Lensa may require completion of a carrier investigation before approving a replacement or refund.

If the package is confirmed lost before delivery, Lensa will provide the remedy required by applicable law, which may include:

• Reshipment at no additional cost; or

• A refund to the original payment method.

15. Damaged, Defective, Incomplete, or Incorrect Orders

Please inspect your order immediately after delivery.

If the parcel or product arrives damaged, defective, incomplete, or incorrect, contact support@trylensa.com within 24 hours of confirmed delivery.

Include:

• Your order number;

• A detailed description of the issue;

• Clear photographs or videos of the product;

• Photographs of the external shipping box;

• Photographs of the internal packaging;

• A photograph of the shipping label; and

• Any other evidence reasonably requested by Customer Support.

Claims are handled according to ourReturn and Refund Policy.

If the cause of damage or malfunction cannot be reliably determined from the submitted evidence, Lensa may request that the product be returned for inspection in accordance with that policy.

The 24-hour reporting requirement helps us investigate carrier damage and does not exclude any mandatory statutory right that cannot legally be limited.

16. Risk of Loss or Damage

Lensa remains responsible for the risk of loss or damage until the order is delivered to:

• You; or

• A person you designated to receive the order.

If you independently appoint a shipping carrier that was not offered by Lensa, risk may transfer when the order is delivered to that independently appointed carrier, to the extent permitted by applicable law.

17. Force Majeure and Events Outside Our Control

Lensa is not responsible for delays caused by events outside our reasonable control, including:

• Severe weather;

• Natural disasters;

• Fire or flood;

• War, terrorism, or civil unrest;

• Labor disputes;

• Government restrictions;

• Customs disruption;

• Public emergencies;

• Transportation-network disruption;

• Carrier-system failures;

• Utility or telecommunications failures; or

• Other comparable events.

If such an event materially delays delivery, we will provide information and remedies required by applicable law.

18. Order Cancellations

Cancellation requests must be submitted to support@trylensa.com.

Requests submitted within 24 hours of purchase are handled according to ourReturn and Refund Policy.

Submitting a cancellation request does not automatically stop an order. A cancellation is confirmed only when Lensa sends written confirmation.

Once an order has shipped, it generally cannot be cancelled in transit. The customer may instead request an eligible return after delivery.

19. Mandatory Consumer Rights

Nothing in this Shipping and Delivery Policy excludes, restricts, or modifies any consumer right that cannot legally be excluded, restricted, or modified.

For European consumers, this includes applicable rights concerning:

• Transparent delivery costs;

• Delivery within the agreed or legally required period;

• Loss or damage occurring before receipt;

• Missing delivery; and

• Remedies for faulty or nonconforming goods.

For US customers, this includes applicable federal and state protections concerning shipment timing, delay notices, order cancellation, and refunds.

20. Contact Us

For questions or concerns about processing, tracking, or delivery, contact:

Lensa Customer Support
Email: support@trylensa.com

We generally respond to shipping-related inquiries within 24–48 business hours.

Business address:

Infinity Creations LLC
Jl. Raya Seseh No.7 Munggu, Kec. Mengwi, Kabupaten Badung, Bali 80351