Order Processing

Once your order has been successfully placed and payment has been confirmed, our team begins preparing it for shipment.

Most orders are processed within a few business days. Processing times may be longer during weekends, public holidays, promotional periods, or periods of unusually high order volume.

Please note that order processing time is separate from the estimated shipping or transit time.

Estimated Shipping Times

Delivery times vary depending on your location, the product ordered, carrier availability, and the shipping method available for your destination.

Any delivery estimate shown at checkout or in your shipping confirmation is an estimate rather than a guaranteed delivery date.

Once a package has been handed over to the shipping carrier, delivery times may be affected by circumstances outside our direct control.

Shipping Costs

Shipping charges, when applicable, are calculated and displayed during checkout before you complete your purchase.

Shipping rates may vary depending on your delivery destination, order size, order value, product type, and the shipping method available at checkout.

From time to time, SHELVANEO may offer promotional shipping rates or free-shipping offers. Any applicable terms will be displayed as part of the relevant promotion.

Tracking Your Order

When tracking information becomes available, you will typically receive a shipping confirmation email containing your tracking number or tracking link.

Tracking information may take some time to become active after the shipping label has been created.

It is also normal for tracking information to remain unchanged for short periods while a parcel is moving between carrier facilities or awaiting its next scan.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please review your address carefully before submitting your order, including your apartment, unit, suite, postal code, and any other relevant delivery information.

If you notice an error after placing your order, please contact us as soon as possible. We will do our best to help before the order is processed, but we cannot guarantee that an address can be changed once an order has entered fulfillment or has already shipped.

Shipping Delays

While we aim to provide a smooth delivery experience, occasional delays may occur.

Possible causes of delay include:

• High seasonal or promotional order volume
• Carrier network delays
• Severe weather or natural events
• Customs or border processing
• Incorrect or incomplete delivery information
• Local delivery disruptions

A delayed tracking update does not always mean that a package has stopped moving. If your shipment appears significantly delayed, please contact our customer care team and include your order number.

Package Marked Delivered but Not Received

If your tracking information shows that your package was delivered but you cannot locate it, we recommend first checking:

• Around your front door, porch, garage, or other safe locations
• With other members of your household
• With neighbors or building management
• Your mailbox or parcel locker
• Any delivery photo or carrier notes shown in your tracking

Carriers may occasionally mark a parcel as delivered shortly before the final physical delivery occurs.

If you are still unable to locate your package after checking these locations, please contact the carrier and our customer care team for further assistance.

Damaged or Incorrect Packages

If your order arrives damaged, incomplete, or contains an incorrect item, please contact us as soon as reasonably possible.

To help us review the issue efficiently, please include:

• Your order number
• A description of the issue
• Clear photos of the item
• Photos of the packaging, when relevant
• Photos of the shipping label, when requested

Our team will review the information provided and advise you on the appropriate next steps.

International Shipping

Shipping availability varies by destination. The countries or regions currently available for delivery will be shown during checkout.

International orders may be subject to customs processing, import duties, taxes, or other charges depending on the laws and regulations of the destination country or region.

Where such charges apply and are not collected during checkout, they may be the responsibility of the recipient.

Customs clearance procedures can also affect delivery times and are generally outside the control of SHELVANEO.

Questions About Your Shipment?

If you need assistance with an order or shipment, please contact our customer care team.

To help us assist you more quickly, include your order number and the email address used to place the order.

Email: service@shelvaneo.com