Shipping policy
Last updated: 19 August 2026
Order processing
Once payment is confirmed, KneeXFIT will process the order, as a general rule, on the next business day, with an estimated maximum preparation time of 1 to 3 business days.
When the order is handed over to the logistics operator, the customer will receive an email with the tracking number, provided the carrier supplies one.
Orders are processed Monday to Friday, excluding Saturdays, Sundays and national or local public holidays, or those of the country of logistical origin.
Fulfilment centres and shipment origin
To optimise product availability, delivery times and international coverage, KneeXFIT orders may be prepared, handled or shipped from fulfilment centres located inside or outside the European Union.
The logistical origin of the shipment may vary depending on available stock, the order destination, the logistics operator and the assigned transport route.
This does not affect the legal rights available to the consumer, nor does it change the warranty, return or customer service conditions offered by KneeXFIT.
Estimated delivery times
All orders are processed, as a general rule, on the next business day. The times below refer to transit, in business days, from the moment the order leaves the fulfilment centre:
Europe
| Country | Estimated time |
|---|---|
| Spain | 5-11 business days |
| Portugal | 5-11 business days |
| France | 6-11 business days |
| Italy | 6-11 business days |
| Germany | 6-11 business days |
| Netherlands | 6-11 business days |
| Belgium | 6-11 business days |
| Luxembourg | 6-12 business days |
| Ireland | 6-11 business days |
| United Kingdom | 5-10 business days |
| Austria | 6-11 business days |
| Switzerland | 6-9 business days |
| Sweden | 6-11 business days |
| Denmark | 6-11 business days |
| Finland | 5-11 business days |
| Poland | 6-11 business days |
| Czech Republic | 6-12 business days |
| Slovakia | 6-11 business days |
| Slovenia | 7-14 business days |
| Hungary | 7-14 business days |
| Croatia | 6-11 business days |
| Greece | 6-11 business days |
| Bulgaria | 5-11 business days |
| Albania | 9-16 business days |
| Ukraine | 7-14 business days |
Americas
| Country | Estimated time |
|---|---|
| United States | 5-11 business days |
| Canada | 7-12 business days |
| Mexico | 5-11 business days |
| Chile | 5-11 business days |
| Colombia | 5-11 business days |
| Peru | 7-15 business days |
| Uruguay | 11-18 business days |
| Paraguay | 11-20 business days |
| Costa Rica | 11-18 business days |
| El Salvador | 11-18 business days |
| Guatemala | 11-18 business days |
| Panama | 11-18 business days |
Rest of the world
| Country | Estimated time |
|---|---|
| Australia | 5-9 business days |
| New Zealand | 4-9 business days |
| Israel | 7-14 business days |
| Morocco | 6-11 business days |
| Singapore | 6-9 business days |
During the purchase process, a delivery estimate specific to the destination country is shown, and that estimate shall prevail as an indicative reference over the ranges above.
The times indicated are reasonable estimates and may vary depending on the geographical area, logistics availability, transport operator, customs controls, order volume, public holidays, operational incidents or causes beyond KneeXFIT's reasonable control.
In exceptional circumstances, the total delivery time may be extended to a maximum of 30 calendar days from order confirmation, unless another period has been expressly indicated during the purchase process.
If the order exceeds that period without being delivered, the customer may contact KneeXFIT so that the incident can be reviewed and a solution offered in accordance with applicable law.
Shipping zones
We currently ship to the following destinations:
- Europe: Spain, Portugal, France, Italy, Germany, the Netherlands, Belgium, Luxembourg, Ireland, the United Kingdom, Austria, Switzerland, Sweden, Denmark, Finland, Poland, the Czech Republic, Slovakia, Slovenia, Hungary, Croatia, Greece, Bulgaria, Albania and Ukraine.
- Americas: the United States, Canada, Mexico, Chile, Colombia, Peru, Uruguay, Paraguay, Costa Rica, El Salvador, Guatemala and Panama.
- Rest of the world: Australia, New Zealand, Israel, Morocco and Singapore.
If a country is not available during the purchase process, it means that KneeXFIT is not shipping to that destination at that time.
KneeXFIT reserves the right to modify, expand or limit the available shipping zones for logistical, commercial, customs or force majeure reasons.
Shipping costs
Shipping costs, where they apply, will be shown clearly before completing the purchase.
The final order amount may vary depending on the destination country, active promotions, the shipping method selected or specific order conditions.
Customs, duties and import taxes
For shipments to destinations outside the European Union, fees, duties, import taxes, customs handling charges or other charges required by the authorities of the destination country may apply.
Such amounts, where they exist, are outside KneeXFIT's control and shall be borne by the customer, unless expressly stated otherwise during the purchase process.
The customer is responsible for providing the information necessary for correct customs clearance and for complying with the import rules applicable in their country. In certain destinations, customs regulations require the recipient's tax identification number, for example the RUT in Chile or the RFC/CURP in Mexico. This detail will be requested during the purchase process and its omission or inaccuracy may delay or prevent delivery.
Delays arising from customs controls, inspections, holds, missing documentation or tax handling shall not be attributable to KneeXFIT where they depend on authorities, logistics operators or external third parties.
Order tracking
When the order is shipped, the customer will receive a tracking number to check the status of the shipment.
Tracking information may take between 24 and 72 business hours to update from the moment the carrier receives the package.
If tracking does not update for several days or shows an incident, the customer may contact KneeXFIT at kneexfit@gmail.com to have the case reviewed.
Partial deliveries
In some cases, an order with several products may be delivered in separate shipments for reasons of availability, logistical origin, weight, volume or transport efficiency.
If this happens, the customer may receive different tracking numbers. A partial delivery does not imply cancellation of the rest of the order.
Delivery incidents
If the carrier cannot deliver the order to the address provided, it may make a further delivery attempt or leave the package at a nearby pick-up point, according to its operating conditions.
The customer is responsible for responding to carrier notices and collecting the order within the period indicated.
If the package is returned to origin due to repeated absence, unjustified refusal, an incorrect address, incomplete details or failure to collect, KneeXFIT may ask the customer to pay the costs associated with a new shipment, provided the incident is not attributable to KneeXFIT.
Incorrect or incomplete address
The customer must ensure that the shipping details entered during the purchase are correct, complete and up to date.
KneeXFIT shall not be liable for delays, failed deliveries or returns caused by errors in the address, missing essential details, incorrect postcodes, wrong phone numbers or the impossibility of contacting the recipient.
If the customer notices an error in the address, they should write as soon as possible to kneexfit@gmail.com. KneeXFIT will try to correct it before dispatch, although changes cannot be guaranteed once the order has been processed or handed over to the carrier.
Damaged or tampered packages
If the package arrives with visible damage, signs of tampering or external deterioration, we recommend that the customer:
- Take photographs of the packaging before opening it.
- Keep the original packaging.
- Report the incident to KneeXFIT within a recommended period of 48 hours from delivery.
- State the order number and attach images of the package and the product.
This recommendation makes it possible to handle the incident with the logistics operator more quickly, without limiting the legal rights available to the consumer.
Orders marked as delivered
If tracking indicates that the order has been delivered but the customer has not received it, they must contact KneeXFIT as soon as possible so that a review can be started with the logistics operator.
KneeXFIT may request additional information from the customer to verify delivery, such as the confirmed address, recipient details, usual place of receipt or any delivery authorisations.
Transfer of risk
Where the buyer is a consumer, the risk of loss or damage to the product shall pass to the customer when they, or a third party indicated by them other than the carrier, has acquired physical possession of the order.
If the customer engages a carrier other than those offered by KneeXFIT, the risk may pass upon delivery of the order to that carrier, in accordance with applicable law.
Delays due to external causes
KneeXFIT shall not be liable for delays caused by circumstances beyond its reasonable control, including but not limited to:
- Carrier incidents.
- Customs controls or holds.
- National or international public holidays.
- Adverse weather.
- Strikes, transport restrictions or force majeure.
- Demand peaks during commercial campaigns.
- Errors or lack of cooperation by the recipient.
In such cases, KneeXFIT will work with the customer to review the status of the shipment and find a reasonable solution.
Contact
For any enquiry relating to shipping, tracking or logistics incidents, you can contact KneeXFIT at:
- Email: kneexfit@gmail.com
- Support hours: Monday to Friday, 8:00 to 20:00, Madrid time.
We aim to reply within approximately 24-48 business hours.