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Ship policy

AETERNA Shipping Policy

I. Order Processing Time

  • All orders will be processed and shipped within 1–3 business days (excluding weekends and public holidays).

II. Delivery Coverage

✅ Delivery available to: USA, Canada, UK, Australia, Malaysia

III. Shipping Methods and Delivery Time

DHL 7-10 days
FedEx 7-10 days
China Post 10-20 days

IV. Customs & Duties
⚠ International orders may incur import duties, VAT, and customs clearance fees, which are borne by the recipient and are not included in the price/shipping cost.

V. Order Tracking

  • An email with a tracking number will be automatically sent after shipment. Tracking can be done on the official website under “Track Order”.
  • Standard/Economy Logistics: Tracking updated after 7 days; Express Logistics: Real-time updates.

VI. Lost & Damaged Packages

  • Lost Package: If not signed for within 30 days of shipment, a full refund or reshipment will be issued upon verification.
  • Damaged/Incomplete Package: Send photos (outer packaging + product) to customer service within 48 hours of signing for the package. Free replacement or refund will be provided.
  • Once signed for, the package is considered intact; any subsequent issues are the responsibility of the recipient.

VII. Prohibited Items

  • Prohibited Items: Liquids, powders, batteries, counterfeit goods, and sensitive items (according to destination customs regulations).
  • Single shipment weight ≤ 2kg; exceeding this weight will result in splitting into multiple packages or upgrading to a different courier service.

VIII. Holiday Delays

  • During Chinese New Year/National Day and Western Christmas/New Year, delivery time will be delayed by 3–7 days. Early ordering is recommended.

IX. Contact Information

  • Email: 18543525551@163.com
  • Customer Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT+8)
  • Business Days: Monday to Friday; Orders placed after 5 PM will be processed on the next business day.
  • During major sales events/when inventory is tight, there may be a delay of 1–2 days. We will notify you by email.
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