1. Shipping Destinations

Ascentiz currently offers shipping to the contiguous United States and Canada. More countries and regions are planned for the future.

Note:

• Currently not available to small islands or territories outside the continental United States, including Alaska, Hawaii, Puerto Rico, Guam, the Virgin Islands, and American Samoa.
• P.O. Boxes, diplomatic addresses, parcel lockers, USPS GoPosts, pack stations, posts, or military addresses are NOT supported.

2. Delivery & Shipping Fees

Orders are typically processed and handed over to logistics within 48 hours after payment confirmation (excluding weekends and public holidays).

Shipping costs and delivery times vary by product availability and destination, as detailed below:

Destinations	Product Type	Shipping Costs	Ship from
United States, Canada	Exoskeletons	Free	US Warehouse
	Accessories	$10 flat fee (orders < $99); Free (orders ≥ $99)
Mexico	Exoskeletons	Free	HK Warehouse
	Accessories	$10 flat fee (orders < $99); Free (orders ≥ $99)

Note:

• Our web store's checkout currency is the US dollar (USD).
• Orders that include both devices and standalone accessories may be shipped separately.
• In case of crowdfunding, pre-sales, or other special events, please refer to the specific product page for the expected delivery timelines.
• Some remote or island regions may be non-deliverable from our warehouses; affected orders will be canceled with prior notice.
• International shipments may be subject to customs duties and import taxes depending on your country’s regulations. These charges are determined by local customs authorities, are not included in your order total, and are the sole responsibility of the customer.

3. Shipping Delay Disclaimer

Order delivery may get delayed or rejected under the following circumstances:

• Remote regions—Shipping time may be extended by 3–5 days due to transportation distance.
  
• Shopping season delays—During peak shopping periods, slight delays may occur.
  
• Consignee-related issues—Delays or failures caused by actions such as changing the delivery address after shipment, providing incomplete/incorrect contact or address details, or refusing to accept the package.
  
• Force majeure—Events beyond control, including but not limited to weather conditions, natural disasters (earthquakes, floods, typhoons, etc.), wars, government actions, transportation or communication disruptions, or policy changes.
• Regulatory violations—Shipments confiscated, detained, or disposed of for breaching transportation regulations.
• Non-delivery times—Deliveries may not be possible on weekends, national holidays, or during festivals.
• Restricted addresses—Addresses within schools, military units, or residential areas with limited courier access.

Ascentiz is not liable for delays or delivery failures caused by any of the above factors beyond our reasonable control.

4. Order and Logistics Tracking

Shipping Notification

After placing your order, you will receive an order confirmation email with your order details.

Once shipped, you will receive a shipment notification email including your order number, carrier details, and tracking information.

⚠️ Please ensure your email address is valid. We are not responsible for any loss due to invalid or unused email accounts.

Track Your Order

For orders placed on the official Ascentiz Online Store, you can track your shipment anytime via our Order Tracking Page using the tracking number provided.

In case of purchase through a crowdfunding platform or partner website, please contact our Customer Support at service@ascentizexo.com and provide your backer number and email address to check your shipping status.

5. Inspection and Acceptance

Ascentiz products are high-value items. Please inspect the package carefully upon delivery. If the package is visibly damaged or deformed, do not sign for it or open it, and contact Ascentiz Customer Support immediately.

Once the package is collected or signed for—by you or someone on your behalf—Ascentiz will consider this your acceptance of the package, including the product, quantity, and condition.

To safeguard your rights, you are highly recommended to take a full unboxing video and verify all items against the packing list.

In case of any missing or damaged items, please contact Ascentiz Customer Support within 24 hours of receipt so that we can resolve the problem immediately.

6. Address Modification

1. Please double-check that your shipping information (name, address, contact details) is correct before completing your order so that we can deliver your items successfully.
2. If you would like to change the delivery address, please send us an email (service@ascentizexo.com) within 2 hours of ordering and provide us with the correct delivery address within the same country. Otherwise, we will ship the products to the address according to your order information.
3. If a change to the delivery address is only requested after the order has been dispatched, we can no longer guarantee that the delivery address of the order can be updated. In addition, in this case, responsibility no longer lies with Ascentiz, and all associated risks and expenses are transferred to the customer.

7. Order Cancellation

1. If you change your mind after placing an order, please contact us at service@ascentizexo.com as soon as possible. We will cancel the shipment provided the product has not yet been handed over to the courier.
2. If the package has already entered the shipping process, we will attempt to intercept the package delivery on your behalf. Please note, however, that interception cannot be guaranteed 100% successful.
3. Shipping costs for returned products due to order cancellations will be borne by the customer and deducted from the refund amount. Any additional costs arising from cancellation—including but not limited to interception, redirection, or return shipping fees—are also the customer’s responsibility and will be deducted from the refund.
4. If interception is unsuccessful, please accept the delivery first and then initiate a return. We will process your refund according to our Return & Refund Policy. Please do not refuse delivery directly, as all risks and costs from such rejection will be borne by the customer.

8. FAQ

1. Can I still change my order product details before shipment?
   You can modify, add, or remove items in your order as long as it hasn’t been processed or shipped yet. If you need to make any changes, please reach out to our customer support team as soon as possible, and we'll do our best to assist you.
2. Can I ship my order to a PO Box?
   We currently do not support shipping to PO boxes. Please provide a physical address for delivery.
3. What should I do if I have not received my parcel?
   If you do not receive the package, please contact us at service@ascentizexo.com within 7 days after the estimated delivery time suggested by the courier’s tracking system, or we shall bear no responsibility for packages not reported within this timeframe.
4. Under what circumstances will the Ascentiz Online Store cancel an order unilaterally?
   The Ascentiz Online Store reserves the right to cancel your order and issue a full refund to the original payment method under any of the following circumstances:
   1) The shipping address provided is undeliverable. Orders will be canceled with prior notification.
   2) The order is flagged as high risk by Shopify’s system, based on factors such as payment account, delivery address, IP address, contact number, or other factors linking the order to multiple accounts that collectively violate purchase restrictions.
   3) Ascentiz receives notification from the payment provider (credit card issuer, PayPal, etc.) that the transaction is potentially fraudulent.
   4) Ascentiz determines that the order was placed through improper or unlawful means.
   In such cases, your order will be automatically canceled, and a full refund will be processed to your original payment account.