Shipping policy
Shipping Policy
At LENCE, we ship from our fulfillment center to four countries. Below you will find full details on where we ship, how much shipping costs, how long it takes, and who delivers your order.
Where We Ship
We currently ship to:
- United States
- Canada
- United Kingdom
- Australia
We do not ship to any other country or region. We also do not deliver to PO Boxes, APO/FPO/DPO addresses, or freight-forwarding services. Orders placed to an unsupported destination will be cancelled and refunded in full.
Shipping Rates & Carriers
All rates are in USD and apply to all four destinations. The amount shown here is the exact amount charged at checkout — no additional fees are added at the final step.
| Service | Cost | Handling Time | Transit Time | Total Delivery Time |
|---|---|---|---|---|
| Priority Insured Shipping | $4.99 | 1–3 business days | 7–15 business days | 8–18 business days |
| Priority Express | $9.99 | 1–3 business days | 5–8 business days | 6–11 business days |
| Free Tracked Delivery (orders $45.00 and up) | Free | 1–3 business days | 7–15 business days | 8–18 business days |
Free Tracked Delivery is applied automatically to orders of $45.00 or more. Orders under $45.00 are charged $4.99 for Priority Insured Shipping. Priority Express is available on any order at $9.99, regardless of order value.
The $45.00 threshold is calculated on the USD value of your order before any currency conversion at checkout.
Carriers by Destination
| Destination | Carrier |
|---|---|
| United States | [USPS / UPS] |
| Canada | [Canada Post] |
| United Kingdom | [Royal Mail] |
| Australia | [Australia Post] |
Your parcel is handed to the destination country's national postal service or courier partner for final delivery. The carrier handling your specific order is shown in your tracking confirmation email.
Order Processing (Handling Time)
Handling time is 1–3 business days. This is the time we need to prepare, pack, and dispatch your order before it leaves our facility.
Orders are processed Monday through Friday. We do not process or ship orders on weekends or public holidays. Orders placed after 2:00 PM ET begin processing the following business day.
Handling time is separate from transit time. Your total delivery estimate is handling time plus transit time, as shown in the table above.
Delivery Times (Transit Time)
- Standard (Priority Insured / Free Tracked): 7–15 business days in transit. Most orders arrive within 7–12 business days.
- Priority Express: 5–8 business days in transit.
All timeframes are stated in business days (Monday–Friday) and exclude weekends and public holidays.
Delivery estimates are not guaranteed. During peak periods, or where an order is held in customs or affected by severe weather or carrier disruption, standard delivery can take up to 20 business days. We will always provide tracking so you can follow your parcel's progress.
Customs, Duties & Import Taxes
Orders shipped to Canada, the United Kingdom, and Australia may be subject to customs duties, import taxes, or handling fees imposed by the destination country. These charges are not included in the product price or shipping cost at checkout, and are the responsibility of the recipient.
Customs policies vary by country. We recommend contacting your local customs office for more information before ordering. Refused parcels due to unpaid customs charges may be returned to us and refunded minus shipping costs.
Order Tracking
Once your order leaves our facility, you will receive a shipping confirmation email containing your tracking number and a tracking link. Tracking information may take 24–48 hours to become active in the carrier's system.
If you have not received tracking information within 5 business days of placing your order, please contact us at support@trylence.com.
Missing, Incomplete, or Damaged Orders
- Order not received: If your tracking shows delivered but you have not received your parcel, please check with neighbours and your local carrier depot first, then contact us within 7 days of the delivery date.
- Incomplete order: If any item is missing from your parcel, contact us at support@trylence.com with your order number and a photo of the package contents. We will ship the missing item at no additional cost.
- Damaged in transit: Contact us within 7 days with photos of the packaging and product. We will arrange a replacement or refund.
- Lost parcel: If your parcel has not moved in tracking for 15 business days, contact us and we will open a claim with the carrier and send a replacement or full refund.
Incorrect Shipping Address
Please double-check your shipping address before completing your order. LENCE is not responsible for orders delivered to an incorrect or incomplete address provided by the customer.
If you notice an error, contact us at support@trylence.com within 6 hours of ordering and we will correct it before dispatch. Once an order has shipped, the address cannot be changed.
Contact Us
Email: support@trylence.com Response time: within 12 business hours Business address: Puralens LLC, 1309 Coffeen Ave, Suite 1200, Sheridan, WY 82801, USA