Shipping policy

 

This Shipping Policy explains how KneeOut processes and delivers orders placed through our online store.

Order processing

Orders are normally processed within [1–3 business days] after payment has been successfully confirmed.

Orders placed on weekends or public holidays will be processed on the next business day. Processing times may be longer during busy periods, sales, product launches, or public holidays.

Once an order has entered processing or has been dispatched, we may be unable to change or cancel it.

Shipping destinations

Some products may not be available for delivery to certain locations. If we cannot deliver your order, we will contact you and issue a refund for any unavailable items.

Shipping costs

Shipping costs are calculated and displayed during checkout. The final cost may depend on:

  • The delivery destination

  • The shipping method selected

  • The size or weight of the parcel

  • The total value of the order

  • Any available free-shipping promotion

Any applicable delivery charges will be shown before you complete your purchase.

Estimated delivery times

Estimated delivery times begin after an order has been processed and dispatched. These times are estimates and are not guaranteed. Delays may occur because of customs inspections, carrier disruptions, severe weather, public holidays, or other circumstances beyond our reasonable control.

Order tracking

If tracking is available, you will receive a shipping-confirmation email containing your tracking number or a tracking link after your order has been dispatched.

Tracking information may take up to 48 hours to become active. If it has not updated after this period, contact us at support@kneeout.com.

Customs duties and import taxes

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

Unless stated otherwise during checkout, customers are responsible for these charges. KneeOut does not control these fees and cannot predict their amount.

If a parcel is refused because customs charges were not paid, any return expenses or non-refundable charges may be deducted from the refund where permitted by law.

Delivery address

Customers are responsible for providing a complete and accurate delivery address.

Please contact support@kneeout.com immediately if you notice an error. We cannot guarantee that an address can be changed after the order has entered processing.

KneeOut is not responsible for delays, failed deliveries, or lost parcels caused by incorrect or incomplete information provided by the customer. Additional delivery charges may apply if a parcel must be resent.

Delayed orders

If your order has not arrived within the estimated delivery period, check the tracking information first.

If there has been no update or the parcel is significantly delayed, contact support@kneeout.com with your full name and order number. We will work with the delivery provider to investigate.

Lost parcels

If tracking shows that a parcel has been delivered but you cannot locate it, please:

  1. Check the delivery address on your order.

  2. Look around the property and any designated safe place.

  3. Ask household members or neighbours whether they accepted it.

  4. Contact the delivery provider for further information.

  5. Contact us at support@kneeout.com if the parcel remains missing.

Claims must be submitted within [14] days of the recorded delivery date. We will investigate the matter with the carrier before offering an appropriate resolution.

Damaged parcels or incorrect items

Inspect your order after delivery. If a parcel or product arrives damaged, or you receive an incorrect item, contact us promptly at support@kneeout.com.

Include your order number and clear photographs of:

  • The affected item

  • The outer packaging

  • The shipping label

  • Any visible damage

Please keep the item and packaging until we have completed our investigation.

Split shipments

Orders containing multiple products may be sent in separate parcels. If this happens, you may receive more than one tracking number and the parcels may arrive on different dates.

You will not be charged additional shipping fees unless these were clearly disclosed during checkout.

Unclaimed or refused parcels

If a parcel is refused, left unclaimed, or returned because delivery could not be completed, we will contact you after receiving it.

Where permitted by law, original shipping costs, return charges, customs fees, and the cost of resending the parcel may be deducted from a refund or charged separately.

Changes to this policy

We may update this Shipping Policy to reflect changes to our delivery services, operating procedures, or legal obligations. The latest version will always be published on this page.

Contact us

For questions about shipping or an existing order, contact:

KneeOut Customer Support
Email: support@kneeout.com