International Shipping Policy
While LENA gladly accepts most orders from all around the globe, shipping may not be available to all countries. Available product lines, shipping rates and fees vary depending on the delivery address for the order. International orders will be subject to shipping fees and international handling fees. LENA reserves the right to cancel any order if ineligible, unverifiable or for any other reason. All international orders will be verified according to LENA policies and procedures. All international orders must be prepaid before LENA will ship the order. Title and Risk of Loss transfer to the buyer upon transfer by LENA to the designated freight carrier. All claims for losses and damages to goods shall be handled by the buyer. (Canadian orders are not subject to prepayment if purchase order is accepted and credit is approved by LENA.)
For products shipped internationally, please note that the warranty may not be valid or conform to local regulations; customer service options may not be available; product descriptions, instructions and safety warnings may not be in the destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country regulatory standards, specifications, and labeling requirements; and the products may not conform to destination country voltage and other electrical standards (requiring the use of a customer provided voltage adapter or converter if appropriate). The recipient is responsible for assuring that the product can be lawfully imported to the destination country. When ordering from LENA, or LENA.org, the recipient is the importer of record and must comply with all laws and regulations of the destination country. LENA will not knowingly ship to any country for which it has not obtained regulatory certification (e.g. the CE certification mark for the EU). LENA will include chargers in international LENA Device Kit orders to Canada, only.
International shipments are subject to opening and inspection by customs authorities. LENA must provide certain order, shipment, and product information to the international carrier and such information may be communicated by the carriers to customs authorities in order to facilitate customs clearance and comply with local laws. Custom authorities require that the cost of the item is stated on the customs form. If the order is a gift, the package is marked “Gift,” but the cost of the item is still stated on the customs form.
Returns and Replacements
Returns and replacements are subject to the terms “Warranty Return and Exchange” found at https://shop.lena.org/pages/shipping-returns. If a product is returned to LENA, the sender will be the exporter from the destination country and be responsible for all shipping and customs fees. Title and risk of loss transfer to LENA upon receipt at our designated return address with the appropriate “RMA” (return material authorization) form provided by LENA. Please return all authorized products to:
c/o Returns and Exchanges
5525 Central Ave, Suite 100
Boulder, CO 80301
Customs, Duties, and Taxes
The recipient is responsible for assuring that the product purchased or received can be lawfully imported to the destination country. The recipient is the importer of record and must comply with all laws and regulations of the destination country. International orders may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international order may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the destination country. The recipient is responsible for all import taxes, customs duties and fees. Customs policies vary widely from country to country. Contact your local customs office for further information. When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays.