These terms apply to purchases of Arvelloc neck pillows, travel pillows, lumbar cushions, seat cushions, and other products through arvelloc.com.

1. Before You Place an Order

Before submitting an order, review the relevant product pages and check the selected items, quantities, construction, materials, accessories, and intended uses.

You must have the legal capacity or appropriate authorization to enter into the transaction. Please provide accurate, complete contact, payment, and shipping information that you are authorized to use.

If you are purchasing for someone else, confirm that their delivery details are correct and that you have permission to provide those details.

2. Product Descriptions & Included Items

Our products feature different contours and support structures, such as recessed head cradles, raised neck sections, curved lumbar wings, and rear or central openings in seat cushions. Choose according to the description of the specific product.

Lifestyle images may show several products or decorative items together. Unless expressly included on the product page, chairs, bedding, headrest pillows, lumbar pillows, and other styling accessories are not part of your purchase.

Screens, lighting, and camera angles may affect how colors and appearance are displayed. This does not remove our responsibility to describe products accurately. If an item differs materially from its description, contact customer support.

3. Personal Comfort & Compatibility

How a pillow or cushion feels may depend on your body shape, sleeping position, chair dimensions, mattress firmness, and personal preferences.

Position and use products according to their instructions, and check that they fit your intended space. Review the specific care instructions before cleaning. A removable, washable cover does not mean the internal filling or support structure can also be washed.

Our products are intended for everyday resting and seating comfort. Descriptions of support, contours, or comfort do not constitute promises to treat a particular medical condition.

4. Prices, Payments & Charges

Product prices and available options are displayed on the website. The final order amount is shown at checkout before payment.

Review the product charges, discounts, shipping costs, checkout currency, and any other applicable fees displayed at checkout. Available payment methods are shown during checkout. Please refer to our Payment & Security page for further information.

The recipient is responsible for customs duties, import taxes, and related clearance charges that may apply at the destination, as explained in our Shipping Policy and under applicable local rules.

If we discover a pricing or product information error affecting a paid order, we will contact you to explain the issue and seek a resolution. We will not charge an additional amount or substitute a product without your agreement. If we cannot agree on how to proceed, we will cancel the affected portion and refund the corresponding payment.

5. Order Confirmation & Fulfillment Issues

Keep your order number and related emails for reference.

If incomplete information, a payment issue, an inventory shortage, delivery restrictions, or another issue affects fulfillment, we will contact you to verify the situation and explain the available options.

If we cannot supply a paid item, we will notify you and refund the corresponding amount for the unfulfilled portion. You will not be required to accept a substitute product or store credit.

6. Order Changes & Cancellations

To request a change to your products, quantities, or delivery address, or to cancel an order, contact customer support as soon as possible with your order number and request details.

An unshipped order may be changed or canceled once customer support confirms that processing can still be stopped. Submitting a request does not mean the adjustment has been completed. Please wait for confirmation.

If an unshipped order is successfully canceled, the corresponding payment will be refunded. Once a package has shipped, it may not be possible to intercept or change it. You may still request any applicable after-sales assistance under our Return & Refund Policy.

If we cannot ship within the promised timeframe, we will explain the delay and revised estimate and offer the choice of waiting or canceling the unshipped portion for a refund. Where your consent to a delay is required, we will obtain it in accordance with applicable requirements.

7. Shipping & Delivery

We ship orders within 3 business days after payment is confirmed. Estimated transit time after shipment is 5–16 business days.

Orders ship from China, with worldwide delivery offered subject to checkout availability and carrier coverage. Shipping charges are calculated at checkout, and tracking information is provided by email after shipment.

Processing time and transit time are calculated separately. Transit times are estimates and may be affected by customs, destination holidays, weather, and carrier operations.

Contact us if a shipment is delayed, appears lost, or is marked delivered but has not been received. We will continue to assist after the package has been handed to the carrier and will not automatically reject a claim solely because tracking shows delivery. Please review our Shipping Policy for full details.

8. Product Issues, Returns & Refunds

If an item arrives damaged, incomplete, incorrect, or materially different from its description, provide your order number, a description of the issue, and relevant photos so we can assess it.

Depending on the circumstances, we will arrange an appropriate solution, such as sending missing items, a replacement, a refund, or a return. We will cover reasonable costs needed to resolve product defects, shipping damage, incorrect items, or material differences from the description.

Returns based on personal preference, incompatibility, or other reasons unrelated to a product issue are subject to the deadlines, conditions, and shipping cost arrangements in our Return & Refund Policy.

Contact customer support for the return address and instructions before sending an item back. Do not send returns directly to our business address. Eligible refunds will be returned to the original payment method.

9. Responsibilities & Consumer Protections

We will fulfill the commitments made in these terms, our product pages, and related policies, and remain responsible for obligations imposed on us by law.

These terms do not exclude or restrict mandatory consumer rights under applicable law, including rights relating to product safety, quality, conformity with descriptions, and available remedies. Any liability that cannot legally be excluded or limited remains unaffected.

Please use and care for products according to their instructions. If an issue occurs, we will consider the product’s condition, how it was used, and applicable law. We will not reject a reasonable request solely by relying on a general disclaimer.

10. Related Policies, Updates & Disputes

Our Payment & Security page, Shipping Policy, Return & Refund Policy, and Privacy Policy explain their respective subjects in more detail and should be read alongside these terms.

If you notice inconsistent information that affects your purchase decision, contact us for clarification. We will not use later policy updates to unilaterally reduce commitments made for an existing order or restrict applicable statutory rights.

Updates to these terms apply to subsequent transactions. Existing orders remain subject to the terms applicable at the time of purchase and applicable law, unless otherwise lawfully agreed.

If you have a concern about an order or service, contact customer support so we can work toward a resolution. Doing so does not restrict your right to seek assistance from a payment provider, consumer protection authority, or court with jurisdiction.

11. Contact Us

Responsible Company: Shenzhen Xinxin Ruijie Technology Co., Ltd.
Customer Support Email: service@arvelloc.com
Phone: +86 184 6616 8003
Customer Service Hours: 9:00 a.m.–6:00 p.m. Pacific Daylight Time (PDT)

For order-related inquiries, please include your order number, the relevant product, and a description of the issue so we can investigate.