Shipping policy

1. Domestic Shipping (United States)

Order Processing

All orders are processed within our standard fulfillment timeframe 5-7 days, excluding weekends and holidays. Processing times may vary during product launches, holidays, high-volume periods, and special releases.

Once your order has shipped, you will receive a confirmation email containing tracking information.

Shipping & Delivery

Shipping rates are calculated at checkout based on the destination, package weight, and selected shipping method.

Estimated delivery dates are provided by the shipping carrier and are not guaranteed unless expressly stated otherwise.

Boy Vienna is not responsible for delays caused by carriers, weather conditions, service disruptions, or other circumstances outside our reasonable control. We will assist with shipping issues when reasonably possible.

Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping information at checkout.

If an incorrect or incomplete address results in a returned or undeliverable package, additional shipping charges may apply to resend the order.

Please contact hi@boyvienna.com immediately if you notice an error in your shipping information. Address changes cannot be guaranteed once an order has been processed or dispatched.

2. International Shipping

Boy Vienna ships internationally to select destinations. International shipping availability is subject to carrier restrictions, customs regulations, and local import laws.

Customs Duties, Taxes & Import Fees

International customers are responsible for all applicable customs duties, import taxes, VAT, brokerage fees, clearance charges, and other fees imposed by their destination country, unless expressly included at checkout.

These charges are not included in the purchase price or shipping cost unless specifically stated.

Boy Vienna has no control over these charges and cannot predict or guarantee their amount.

Refused Shipments & Unpaid Customs Duties

If an international shipment is refused, abandoned, returned, or left unclaimed because the customer fails or refuses to pay applicable customs duties, import taxes, or clearance fees, the order will not be eligible for a refund of the product cost or original shipping charges, to the extent permitted by applicable law.

Any return shipping charges, storage fees, customs penalties, or additional carrier fees resulting from refusal or nonpayment may be deducted from any refund legally due or otherwise charged to the customer where permitted.

Boy Vienna is not responsible for customs delays resulting from unpaid fees or incomplete information provided by the customer.

3. International Import Restrictions & Customs Clearance

Customers are responsible for confirming that the products they purchase can legally be imported into their destination country.

Certain Boy Vienna products, including cigarette-shaped incense and related accessories, may be subject to additional customs scrutiny or import restrictions due to their appearance, packaging, or product classification.

Boy Vienna products marketed as incense do not contain tobacco or nicotine and are not intended for smoking.

Boy Vienna provides product descriptions and required shipping declarations to its selected shipping carriers in accordance with applicable shipping requirements.

However, customs authorities and international carriers retain the right to inspect, delay, reject, restrict, or confiscate shipments under local laws and regulations.

Boy Vienna cannot guarantee customs clearance or acceptance by every destination country.

Where a shipment is rejected, confiscated, or returned solely because of destination-country restrictions applicable to the products ordered, and not because of an error or legal noncompliance by Boy Vienna, refunds or replacements may be unavailable to the extent permitted by applicable law.

Customers are encouraged to review local import regulations before purchasing.

4. Third-Party Freight Forwarding Services

Customers who choose to ship their orders to third-party freight forwarding companies, package forwarding warehouses, or intermediary shipping services do so at their own risk.

Boy Vienna is not responsible for independently providing additional documentation, physical labeling, or declarations required by a customer's freight forwarder.

Refunds for Freight-Forwarded Orders

Orders successfully delivered to a freight forwarding address are not eligible for refunds or replacements solely because of issues arising from the freight forwarder's acceptance, handling, documentation requirements, storage, or onward transportation, to the extent permitted by applicable law.

Any shipping arrangement made between the customer and their freight forwarding provider is independent of Boy Vienna.

5. Lost, Stolen, Damaged & Delayed Packages

Lost or Missing Packages

If your tracking information indicates that a package has been delivered but you have not received it, please contact the shipping carrier and hi@boyvienna.com.

We will review available tracking information and assist with reasonable carrier inquiries.

A carrier's delivery confirmation may be used as evidence of delivery but does not automatically eliminate any rights or remedies available under applicable law.

Damaged Shipments

If your order arrives damaged, please contact hi@boyvienna.com promptly with your order number, photographs of the packaging, and photographs of the damaged items.

We will review the issue and determine an appropriate resolution in accordance with applicable law and our refund policy.

Shipping Delays

Carrier delays, customs inspections, weather events, and other disruptions outside our control may affect estimated delivery times.

Where applicable law requires a refund or other remedy for delayed or undelivered goods, those rights will be honored.

6. Returned & Undeliverable Packages

Packages may be returned to Boy Vienna due to incorrect addresses, failed delivery attempts, unpaid customs duties, refusal of delivery, or failure to collect a shipment.

Where the return results from circumstances attributable to the customer, additional shipping charges may apply for redelivery.

Original shipping charges may be nonrefundable, and return-related costs may be deducted from any refund otherwise due, to the extent permitted by applicable law.

Orders returned for reasons outside Boy Vienna's control are not automatically eligible for refunds or replacements.

7. Final Sale & Refunds

All Boy Vienna purchases are subject to our Final Sale and Refund Policy.

Except where required by applicable law or expressly authorized by Boy Vienna, we do not accept returns or offer refunds for change of mind, refused deliveries, unpaid customs duties, or issues arising from third-party freight forwarding arrangements.

Nothing in this policy limits statutory consumer rights or remedies for defective, incorrectly described, improperly fulfilled, or undelivered products where such rights apply.