Shipping policy

1. Order Processing

All SpineRod orders are processed within 1 to 3 business days (excluding weekends and public holidays). Once your order is processed, it moves directly to shipping.

2. Estimated Delivery Times

Once your order ships, it typically arrives within 5 to 10 business days. Total time from order to delivery is generally 7 to 14 business days (about 2 to 3 calendar weeks under normal conditions).

During peak periods (holidays, major sales), please allow up to 5 additional business days.

Delivery times are estimates and may be affected by carrier delays, customs clearance, or weather.

3. Shipping Costs

We currently offer free worldwide shipping on every SpineRod order. No hidden fees, no surprises at checkout.

4. Order Tracking

Once your SpineRod ships, you'll receive a confirmation email with your tracking link. Please allow up to 24 hours for tracking to start updating on the carrier's end.

5. Delivery Address Accuracy

Please double-check your shipping address before placing your order.

If you spot an error, contact us immediately, we can update your address as long as your order hasn't shipped yet. Once it's dispatched, we're unable to make changes.

If a package is returned to us due to an incorrect address, we'll offer to reship it (return shipping fees may apply in that case).

6. Lost, Stolen, or "Delivered" Packages

If tracking shows your SpineRod was delivered but you haven't received it, we recommend checking with neighbors, building staff, or your local carrier first, packages occasionally get scanned as delivered before they actually arrive.

If the package is still missing after 48 hours, reach out to us and we'll open an investigation with the carrier. Refund or reshipment will depend on the outcome of that investigation.

7. Refused or Unclaimed Packages

Packages that are refused or unclaimed (expired pickup windows, repeated failed delivery attempts) may be returned to us. Once we receive the package back, we'll either reship your order or issue a refund in line with our return policy below.

8. Split Shipments

To get your order to you as quickly as possible, orders containing multiple items may occasionally ship in separate parcels. If that happens, you'll receive a tracking email for each shipment.

9. Peak Seasons & Public Holidays

During high-demand periods (Christmas, Black Friday, major sales) or around public holidays, both processing and delivery times may be slightly extended. We'll always do our best to keep things moving smoothly.

10. Returns & Refunds

We want you to love your SpineRod. If something isn't right, here's how we handle it:

  • 90-day refund window — If you'd like to return your SpineRod for any reason, reach out to our support team within 90 days of your delivery date and we'll take care of it. No questions, no hassle.
  • Delivery issues — If your order is significantly delayed beyond our stated timelines, contact us and we'll work with you on a partial or full refund depending on the situation.
  • Product defects — If your SpineRod arrives damaged or defective, contact us with a photo within 48 hours of delivery. We'll send you a replacement or issue a full refund, your call.

Approved refunds are processed back to your original payment method within 5 to 10 business days.

11. Contact

Questions about your SpineRod order? We're here to help.

📧 info@tryolena.com

We typically respond within 24 business hours.