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 5 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 10 business days, we contact you with a revised date and the option to cancel for a full refund.
The Agen Robot is made to order. Robot orders are built for you and dispatch within 3 weeks of purchase, rather than the 5 business days above. The transit times in section 4 then apply as normal. Everything else in your order ships on the standard timeline; where an order contains a Robot alongside other items, the parts may arrive separately, at no extra charge to you.
2.Where we ship from
We ship worldwide from our own and our partners' fulfilment centres. Your order is dispatched from the centre best able to serve your delivery address that holds the items in stock; where stock or capacity requires it, an order may be dispatched from another of our centres. This means a parcel can arrive from a different country than you expect, and the delivery estimates and charges below apply wherever it ships from.
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 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 |
|---|---|
| Europe and United Kingdom | 4–12 business days |
| United States | 5–15 business days |
| Rest of World | 7–21 business days |
Our Singapore centre holds Agen Band stock only. All other items are dispatched from Europe or the United States, so orders delivered to Singapore and the rest of Asia follow the Rest of World timeline above.
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 and import duties are settled at checkout. Prices shown on agen.com include VAT in the countries where we are registered to charge it, and the tax portion is itemised at checkout before you pay.
International orders are shipped DDP (Delivered Duty Paid) wherever we are able to calculate the charges. Where that applies, any import duty and import tax is shown and collected at checkout and paid to the authorities on your behalf: nothing further is due on delivery, and the carrier will not ask you for a payment before releasing your parcel.
For a small number of destinations we cannot calculate duties in advance. No duty is shown at checkout for those orders, and the shipment travels DDU / DAP instead — import duty, customs charges, handling fees and any other local tax are then payable by you, the recipient, directly to the carrier or the customs authority. Your checkout summary is the authoritative record of what we did and did not collect: if you were charged duty at checkout, you should not be charged again on delivery.
If a parcel is returned to us because a charge was refused or delivery was declined, 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.
12.Contact
Agen Com Pte. Ltd.
8 Temasek Boulevard #30-01/02, Suntec Tower 3, Singapore 038988
support@agen.com · +65 8422 1901
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