Shipping policy

Last updated: August 21, 2026

This Shipping Policy applies to all orders placed at agen.com and fulfilled by Agen Com Pte. Ltd. ("Agen", "we", "us"). Returns and refunds are covered by our Return & Refund Policy; device defects are covered by our Warranty Policy.

1. Order processing

Orders are dispatched within 1–3 business days (Monday to Friday, excluding Singapore public holidays). The daily cut-off is 5:00 PM Singapore time; orders placed after cut-off begin processing the next business day. You receive an order confirmation immediately and a shipment confirmation with tracking when your parcel leaves our warehouse. If an item cannot be dispatched within 5 business days, we contact you with a revised date and the option to cancel for a full refund.

2. Where we ship from

We ship worldwide from fulfilment centres in Singapore, Europe and the United States. Your order is allocated to the centre closest to your address that holds the items in stock.

3. Shipping charges

Shipping is calculated at checkout from the total weight of your order and its destination, and is shown in full before you pay.

Free standard shipping applies to orders of $100 or more delivered within Singapore or the United States, and to orders of $150 or more delivered anywhere else. Thresholds are measured on the merchandise subtotal after any discounts have been applied, and exclude tax, duties and shipping itself. If you subscribe, the threshold is measured on the discounted subtotal you actually pay.

4. Delivery times

Estimated transit time after dispatch:

Destination	Estimated delivery
Singapore	2–5 business days
Europe and United Kingdom	4–8 business days
United States	5–10 business days
Rest of World	7–14 business days

Addresses elsewhere in Asia are served from Singapore and usually arrive at the faster end of the Rest of World range.

These are carrier estimates, not guarantees. Customs inspection, severe weather and carrier backlogs are outside our control and are not grounds for a shipping refund.

5. Tracking

Your shipment confirmation email contains a tracking number and carrier link. Tracking can take up to 48 hours to show its first scan. If tracking shows no movement for 5 consecutive business days, contact support@agen.com and we will open a carrier investigation.

6. Taxes, duties and customs

VAT is the only tax we collect. Prices shown on agen.com include VAT where we are registered to charge it, and the tax portion is itemised at checkout before you pay.

We do not collect import duties. Every international shipment is sent DDU / DAP (Delivered Duty Unpaid / Delivered at Place), and what that means depends on where you are:

Outside the European Union and the United States: all import duty, customs charges, handling fees, GST and any other local tax are payable by you, the recipient, directly to the carrier or the customs authority, in addition to what you paid us. These charges are set by your own country, not by Agen. We cannot estimate them, we do not receive them, and we cannot reimburse them.
European Union and United Kingdom: where VAT is shown at checkout, it is included in the price you pay. Import VAT and duty can still be levied at the border on higher-value consignments — currently those above EUR 150 in the EU and GBP 135 in the UK — and where that happens the charge is payable by the recipient.
United States: we collect no duty or import charge at checkout. Any import charge, or state sales or use tax, that applies to your order is the recipient's responsibility.

Refusing to pay a customs charge does not cancel your order. If a parcel is returned to us because duties were not paid or delivery was refused, we refund the merchandise value less the original outbound shipping cost and the return charge levied on us by the carrier. Where that return charge would exceed the merchandise value, the parcel may be abandoned and no refund is due.

7. Delivery addresses

Please check your address before completing checkout. We can amend an address only before dispatch. If a parcel is returned to us as undeliverable because of an incorrect or incomplete address, we will reship it once you have paid the new shipping charge, or refund the merchandise value less the outbound and return shipping costs.

8. Lost, damaged or missing items

Inspect your parcel on arrival. Report transit damage, a missing item or an incorrect item to support@agen.com within 14 days of delivery, with photographs of the parcel and its contents. If a parcel does not arrive within 30 days of dispatch, tell us and we will treat it as lost. In all of these cases we replace the items or refund them in full at our cost, including shipping.

9. Split shipments

Orders containing items held at different fulfilment centres may arrive in more than one parcel, on different days. You are never charged more than the shipping quoted at checkout.

10. CAROL Bike

The CAROL Bike is sold and fulfilled by CAROL. Orders are completed on CAROL's own checkout, and delivery, installation, lead times and returns are governed by CAROL's terms, not this policy.

11. Partner shipments

For authorised Agen Partners, Agen covers the initial outbound shipping cost of Agen Robot units as set out in the Partner Agreement. All other Partner shipments follow that agreement rather than this policy.