Shipping policy

Logistics & Shipping PolicyEffective Date: May 2026

LOGISTICS & SHIPPING POLICY

Official Policy Document | Version 1.0 | May 2026

1. Overview & Purpose

This Logistics & Shipping Policy outlines the standards, procedures, and commitments that govern how we process, fulfill, and deliver orders to our customers. Our goal is to ensure a seamless, transparent, and reliable delivery experience for every purchase.

This policy applies to all orders placed through our official sales channels, including our website, authorized distributors, and partner platforms. By placing an order with us, customers agree to the terms set out in this document.

2. Order Processing

2.1 Processing Timeline

All orders are processed on business days (Monday through Friday, excluding public holidays). The standard order processing timeline is as follows:

• Standard orders: processed within 1–2 business days of payment confirmation.

• Custom or bulk orders: processing time may extend to 3–5 business days; customers will be notified via email.

• Orders placed after 3:00 PM (local warehouse time) are treated as received the following business day.

ℹ Orders placed during promotional periods or major shopping events may experience processing delays of up to 3 additional business days.

2.2 Order Verification

To protect against fraud and ensure accuracy, all orders are subject to a verification process. We reserve the right to contact customers to verify order details before dispatch. Orders that cannot be verified within 48 hours may be cancelled and refunded in full.

3. Shipping Methods & Delivery Timeframes

We offer multiple shipping options to meet different customer needs. Estimated delivery times begin from the date of dispatch, not the date of order placement.

Shipping Method	Estimated Delivery	Tracking	Availability
Standard Shipping	5–10 business days	✓ Yes	Domestic
Express Shipping	2–4 business days	✓ Yes	Domestic
Overnight Shipping	Next business day	✓ Yes	Select regions
Standard International	10–21 business days	✓ Yes	Worldwide
Express International	5–10 business days	✓ Yes	Select countries

ℹ Delivery timeframes are estimates only and are not guaranteed. Delays may occur due to customs, weather, or carrier disruptions beyond our control.

4. Shipping Rates & Free Shipping Thresholds

4.1 Domestic Shipping

Shipping rates are calculated at checkout based on the selected shipping method, package weight, and delivery destination. The following thresholds apply for complimentary shipping:

• Orders over $50 (USD): free Standard Shipping automatically applied.

• Orders over $100 (USD): free Express Shipping automatically applied.

• Bulk orders (20+ units): custom shipping rates apply; please contact our logistics team.

4.2 International Shipping

International shipping rates vary by destination country and package dimensions. All applicable rates will be displayed at checkout prior to payment confirmation. Please note:

• Import duties, taxes, and customs fees are the sole responsibility of the recipient.

• We are not liable for delays caused by customs clearance procedures.

• Some products may be restricted from export to certain countries due to local regulations.

5. Order Tracking

Once your order has been dispatched, a shipping confirmation email will be sent to the address provided at checkout. This email will include:

• Your unique tracking number.

• A direct link to the carrier's tracking portal.

• Estimated delivery date based on the selected shipping method.

Tracking information may take up to 24 hours to update after dispatch. If you have not received a tracking email within 3 business days of your order confirmation, please contact our customer support team.

6. Delivery Issues

6.1 Delayed Deliveries

If your order has not arrived within the estimated delivery window, please take the following steps:

• Check the tracking portal for the latest shipment status.

• Allow an additional 3 business days beyond the estimated date before escalating.

• Contact our support team at logistics@company.com with your order number.

6.2 Lost Packages

A package is considered lost if there has been no tracking update for 10 consecutive business days (domestic) or 20 consecutive business days (international). In such cases, we will:

• Initiate a formal investigation with the carrier within 2 business days of the report.

• Offer a full replacement shipment or store credit upon confirmation of loss.

• Process refunds in accordance with our Refund Policy if replacement is not feasible.

6.3 Damaged Deliveries

If your order arrives damaged, please retain all original packaging and contact our support team within 48 hours of delivery. You will be required to provide:

• Clear photographs of the damaged item(s) and outer packaging.

• Your order number and contact details.

• A brief description of the damage observed.

Upon review, we will offer a replacement, repair, or refund at our discretion.

6.4 Incorrect Deliveries

If you receive items that do not match your order, please do not use or consume the product. Contact our support team within 48 hours and we will arrange a return collection and re-dispatch of the correct items at no additional cost to you.

7. Returns & Exchanges

Our return and exchange policy is governed by our separate Returns Policy document. Key logistics points related to returns are as follows:

• All returns must be initiated within 30 days of the delivery date.

• Items must be returned in their original, unused condition with all original packaging.

• Customers are responsible for return shipping costs unless the return is due to our error.

• Return shipping must use a tracked and insured service. We are not liable for lost return parcels.

• Upon receipt and inspection of returned goods, refunds will be processed within 5–7 business days.

8. Special Circumstances

8.1 Force Majeure

We shall not be held liable for delivery delays or failures caused by circumstances beyond our reasonable control, including but not limited to: natural disasters, extreme weather events, government restrictions, pandemics, industrial action, or carrier system failures. In such events, we will communicate updated timelines as soon as reasonably possible.

8.2 Address Accuracy

Customers are responsible for providing complete and accurate shipping addresses at checkout. We are not responsible for orders delivered to an incorrect address provided by the customer. Address changes after order confirmation may not always be accommodable; please contact us immediately if a correction is needed.

8.3 Failed Delivery Attempts

If a delivery attempt fails due to the recipient being unavailable, the carrier will leave a notification and make up to two additional attempts. After three failed attempts, the package will be held at the nearest carrier depot for 7 days before being returned to us. Re-delivery fees may apply for reshipping returned packages.

9. Contact & Support

For any logistics-related inquiries, please reach out to our dedicated support team:

Channel	Contact Details	Available Hours
Email	logistics@company.com	24/7 — replies within 1 business day
Phone	+1 (800) 000-0000	Mon–Fri, 9:00 AM – 6:00 PM (EST)
Live Chat	Available on our website	Mon–Fri, 9:00 AM – 9:00 PM (EST)
Help Center	help.company.com	24/7 self-service

10. Policy Review & Amendments

This Logistics & Shipping Policy is reviewed and updated periodically to reflect changes in our operations, carrier agreements, and applicable regulations. The most current version will always be published on our official website. Continued use of our services following any update constitutes acceptance of the revised policy.

Last Reviewed: May 2026 | Next Scheduled Review: November 2026

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