Shipping policy
Shipping policy
Last Updated: July 25, 2025
Thank you for shopping with Oxelunari. This policy explains how we prepare and dispatch orders, estimated delivery times, tracking procedures, shipment changes, and what to do if your package is delayed or cannot be located.
1. Processing Your Order
Once an order has been successfully submitted, our fulfillment team begins preparing it for shipment.
Order verification, packing, and transfer to the shipping carrier generally require up to 3 business days.
Orders submitted during weekends are normally handled beginning on the following Monday or the next applicable business day.
2. Delivery Estimates and Shipping Charges
Our standard international shipping timeframe is approximately 10–20 business days after the order has been processed and dispatched.
A standard shipping charge of USD $5.99 per order applies unless a different rate or promotional shipping offer is displayed during checkout.
Delivery estimates may vary depending on destination, carrier availability, customs procedures, and other logistical circumstances.
3. Circumstances That May Cause Delays
Although we work with shipping partners to deliver orders within the estimated timeframe, certain events are outside our direct control.
Potential causes of delay may include:
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Customs inspections or clearance procedures
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Transportation disruptions
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Carrier service interruptions
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Severe weather conditions
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High seasonal shipping volumes
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Local postal delays
Delivery dates are estimates rather than guaranteed arrival dates.
4. Shipment Tracking
After your order has been dispatched, you will normally receive a Shipping Confirmation Email containing the applicable tracking number.
You may use the tracking number through 17TRACK or the relevant carrier's tracking service to review the progress of your shipment.
Please be aware that tracking information may not appear immediately after dispatch. In some cases, several days may pass before the carrier records the first movement or scan.
5. Orders Shipped in Multiple Packages
An order containing several products may be fulfilled from more than one warehouse or fulfillment location.
For this reason, individual items from the same order may:
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Be shipped separately
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Have different tracking numbers
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Arrive on different dates
Separate shipments may be used when doing so allows products to reach you more efficiently.
6. Requests to Change an Order
If you need to update shipping information or change product details such as size, color, or quantity, please contact us as soon as possible and preferably within 12 hours of placing the order.
Send your request to:
Please include:
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Your Order Number, for example 071SHOP-123331
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The email address used to submit the order
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A detailed explanation of the change you are requesting
We will make reasonable efforts to accommodate your request. However, once an order has entered processing, fulfillment, or shipment, we cannot guarantee that a requested modification can still be completed.
7. Unsuccessful Delivery Attempts
If the carrier attempts delivery but is unable to complete it, the package may be held at a nearby postal facility, pickup location, or local delivery office.
A delivery notice may also be provided depending on the carrier.
If this occurs, please use your tracking number to contact the applicable delivery provider and arrange collection or redelivery.
Oxelunari is not responsible for packages returned or undelivered because:
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An incomplete or incorrect shipping address was provided
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The recipient could not be reached
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A parcel was not collected within the carrier's required holding period
Customers are responsible for ensuring that all delivery information entered during checkout is accurate and complete.
8. Delivery Taking Longer Than Expected
If your shipment appears delayed, we recommend taking the following steps:
Step 1 — Review the tracking history
If the tracking page has shown activity during the previous 7 days, the parcel is generally still moving through the carrier's delivery network.
Step 2 — Contact Oxelunari if tracking has stopped
If there has been no tracking movement for more than 7 days, please email support@oxelunari.com.
Include your Order Number and the email address associated with your purchase so our support team can review the shipment.
9. Packages Lost or Missing
If a shipping carrier officially confirms that your package has been lost while in transit, Oxelunari will arrange a replacement shipment at no additional charge.
However, if tracking information shows that the parcel was successfully marked as “Delivered,” it will not be treated as a package lost in transit.
If a package is marked delivered but cannot be located, please first check:
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Around your property or delivery location
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With household members
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With neighbors
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With reception, concierge, or building management
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With the local carrier or postal service
Packages that disappear after a confirmed delivery scan are not covered as lost-in-transit shipments.
10. International Shipping and Fulfillment Locations
Oxelunari provides worldwide shipping to supported destinations.
In the uncommon event that we cannot fulfill or deliver an order to a particular country or region, we will contact the customer as soon as reasonably possible.
Depending on product availability and the shipping destination, orders may be dispatched from fulfillment facilities located in the:
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United States
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Canada
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Australia
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European Union
Certain orders may also be shipped directly from approved manufacturing or fulfillment partners.
Using multiple fulfillment locations allows us to maintain product availability while offering practical international shipping options.
11. Additional Shipping Terms
Estimated Delivery Times
All shipping and delivery timeframes provided by Oxelunari are estimates.
We cannot be held responsible for delays caused by circumstances that are outside our reasonable control, including carrier disruptions, customs processing, transportation issues, or local delivery conditions.
Customs Charges, Import Duties, and Taxes
International orders may be subject to customs fees, import duties, taxes, brokerage charges, or other government-imposed costs.
These amounts are not included in the product price or standard shipping charge unless specifically stated otherwise.
Any such fees required by the destination country are the responsibility of the customer.
Correct Shipping Information
Customers must provide a valid, complete, and accurate delivery address when placing an order.
Oxelunari is not responsible for packages that are lost, delayed, returned, or delivered incorrectly because the customer provided inaccurate or incomplete shipping information.
Packages Confirmed as Delivered
Once carrier tracking confirms that an order has been successfully delivered to the shipping address provided by the customer, Oxelunari's shipping responsibility for that package is considered complete.
Loss or theft occurring after confirmed delivery is not covered under our lost-package policy.
Customer Support
If you have questions regarding shipment status, tracking information, delivery, or an order-related issue, please contact us using the details below.
Brand: Oxelunari
Email:
support@oxelunari.com
Phone:
+1 (810) 474-4316
Company:
TUVB International Hongkong Limited
Business Address:
UNIT 225-22, 2/F, MEGA CUBE
8 WANG KWONG ROAD
KOWLOON BAY
HONG KONG
When contacting customer service regarding an existing purchase, please include your Order Number and the email address used to place the order so we can locate your information and assist you more efficiently.