1. Order Processing

Orders are generally reviewed and processed after payment has been successfully completed. Processing time may vary depending on product availability, order volume, address verification, and other operational conditions.

Orders are normally prepared during business days. Weekends, public holidays, promotional periods, and unexpected operational delays may extend the processing timeframe.

If additional information is needed to process your order, our customer support team may contact you using the information provided during checkout.

2. Available Shipping Methods

3. Shipping Charges

Shipping charges are calculated based on factors such as destination, order size, product weight, delivery method, and carrier conditions.

The applicable shipping cost will be displayed during checkout before you submit your order. If taxes, duties, or other charges apply to your order, these may be displayed separately or included according to the requirements of the destination.

4. Delivery Estimates

Delivery estimates are provided for reference and are not guaranteed delivery dates. Actual delivery time may be affected by carrier capacity, weather, customs processing, address issues, public holidays, or other events outside our reasonable control.

The delivery estimate begins after the order has been processed and handed to the carrier, unless otherwise stated during checkout.

5. Shipping Address

Customers are responsible for providing a complete and accurate delivery address, including the recipient’s name, street address, apartment or unit number, city, state or province, postal code, and phone number when required.

Please contact us as soon as possible if your shipping address is incorrect. We will review whether an address change is possible before the order is shipped.

Once an order has been shipped, we may be unable to change the delivery address. Additional fees or carrier restrictions may apply to address corrections or re-delivery.

6. Tracking Information

When tracking information is available, it may be provided through an order or shipment notification sent to the email address used during checkout.

Tracking information may take some time to update after a parcel is handed to the carrier. Carrier tracking records are generally considered the most current source of delivery status.

7. Delayed or Lost Packages

If a package appears to be delayed, please review the latest tracking information and allow additional time for carrier updates, particularly during holidays or periods of severe weather.

If the tracking information indicates that a package was delivered but you cannot locate it, please check with household members, building management, neighbors, and the carrier where appropriate.

If you still need assistance, contact customer support with your order number and tracking information. We will review the available delivery records and advise you of the next steps.

8. Damaged Packages or Products

If your package arrives visibly damaged, please photograph the outer packaging before opening it whenever possible. If the product is damaged, please take clear photographs of the product, packaging, shipping label, and affected areas.

Contact us as soon as possible with your order number and supporting photographs. Do not dispose of the product or packaging until we have reviewed your request, unless it presents a safety concern.

9. Customs, Duties, and Taxes

For international orders, customs duties, import taxes, brokerage charges, or other destination-related fees may apply depending on the destination country or region.

Unless expressly stated otherwise at checkout, these charges may be the responsibility of the recipient. Customs processing may also affect delivery time.

10. Delivery Restrictions

Some products or destinations may have shipping restrictions because of product dimensions, carrier rules, regional regulations, address limitations, or other logistical conditions.

If an order cannot be shipped to the selected destination, we may contact you to discuss available options, modify the order, or arrange a refund where applicable.

11. Contact Us

For questions about shipping, delivery status, address corrections, damaged packages, or delivery issues, please contact:

Email: service@arbolune.com
Phone: +86 184 6618 9805