Shipping policy

Last Updated: 26/SEP/2026

This Shipping & Delivery Policy explains how XENOVA processes, ships, and delivers orders to Australia, the United States, the United Kingdom, the United Arab Emirates and Saudi Arabia. By placing an order with XENOVA, you agree to the terms outlined below.

1. SHIPPING OVERVIEW

PRISM and PRISM Student laptops are manufactured in China and dispatched from Australia.

XENOVA provides free DHL shipping to Australia, the United States, the United Kingdom, the United Arab Emirates and Saudi Arabia. We currently do not ship to other countries.

2. ORDER PROCESSING & PRODUCTION

Your device is prepared after you place your order. Production and processing normally take 5 business days before dispatch. Production may begin immediately after payment.

3. ESTIMATED SHIPPING TIMELINES

Production and processing: approximately 5 business days.

Australia: approximately 7 business days in transit after dispatch.
United States, United Kingdom, United Arab Emirates and Saudi Arabia: approximately 10 business days in transit after dispatch.

Allow approximately 12 business days from ordering to delivery in Australia, or 15 business days in our other supported countries. These are estimates; public holidays, customs clearance and carrier disruptions may affect delivery.

4. SHIPPING DESTINATIONS

We ship only to Australia, the United States, the United Kingdom, the United Arab Emirates and Saudi Arabia. Delivery is subject to DHL service availability at your address. Contact support if your address cannot be accepted at checkout.

5. SHIPPING COSTS

Standard DHL shipping is free for accepted orders to our five supported countries.

6. DUTIES, TAXES & CUSTOMS

International shipments use DHL Delivered Duty Paid (DDP), with import duties paid by XENOVA.

Displayed prices include applicable taxes and import duties for delivery to our supported countries. XENOVA covers import duties; customers are not charged additional import duties at checkout or on delivery.

If a carrier requests an import-duty payment, contact support@xenova.global before paying so XENOVA can arrange payment. Customs may still request information needed for clearance, and clearance can affect delivery estimates.

7. ORDER TRACKING

Once your order ships:

A shipment confirmation email will be sent
Tracking information will be provided when available
Tracking updates depend on the carrier and destination

Please allow up to 48 hours for tracking details to become active.

8. DELIVERY ATTEMPTS & RECEIPT

Deliveries are made to the address provided at checkout
Failed delivery attempts due to incorrect address or unavailability may result in additional charges
Signature requirements may apply in certain regions or for high-value shipments

9. SHIPPING DELAYS

Shipping delays may occur due to:

Production or component supply constraints
Customs clearance
Weather conditions
Carrier disruptions
Public holidays

XENOVA will provide updates when significant delays occur.

10. DAMAGED OR LOST SHIPMENTS

If your order arrives damaged or appears to be lost in transit:

Contact XENOVA Support as soon as possible after discovering damage or a missing shipment. This request does not limit your statutory rights
Provide photos and order details where applicable
Claims are reviewed in coordination with shipping partners

XENOVA will assist in resolving verified shipping issues in accordance with our policies.

11. ADDRESS ACCURACY

Customers are responsible for ensuring:

Shipping address is complete and accurate
Contact details are correct

XENOVA is not responsible for delivery failures caused by incorrect or incomplete information.

12. CHANGES & CANCELLATIONS

Order changes or cancellations may be possible before production begins
Once an order enters production or shipment, changes may not be possible

Please contact support as soon as possible for assistance. Nothing in these cancellation provisions limits statutory cancellation rights or rights relating to faulty goods.

13. FORCE MAJEURE

XENOVA is not liable for delays or failures caused by events beyond reasonable control, including but not limited to natural disasters, strikes, government actions, or transportation disruptions.

14. CONTACT INFORMATION

For shipping-related questions or assistance, please contact:

XENOVA Support
Email: support@xenova.global
Website: https://xenova.global/

IMPORTANT NOTICE

Shipping timelines, availability, and fulfillment methods may vary by region and product configuration.
Images and delivery estimates are for reference only.