This policy applies to Arvelloc neck pillows, travel pillows, lumbar cushions, seat cushions, and other products purchased through arvelloc.com. It explains order processing, shipping charges, delivery estimates, and how we handle shipping issues.

𝘈𝘳𝘷𝘦𝘭𝘭𝘰𝘤™ is owned and operated by Shenzhen Xinxin Ruijie Technology Co., Ltd.

1. Order Processing

We process orders and arrange shipment within 3 business days after payment is confirmed.

Processing includes checking order details, preparing and packing the products, and handing the package to the carrier. Processing time and transit time are calculated separately. Placing an order does not mean it has already shipped.

Business days exclude weekends and applicable public holidays. If order information is incomplete, payment requires further verification, or another issue affects shipment, we will contact you using the email address provided at checkout to explain the situation and available arrangements.

2. Estimated Transit Time

After shipment, estimated delivery is 5–16 business days.

This is a transit estimate, not a guarantee of delivery on a particular date. Actual delivery may be affected by the destination, customs inspections, local holidays, weather, and carrier operations.

Please allow for both order processing and transit time when planning your purchase. If delivery extends significantly beyond the estimated timeframe, contact us for assistance.

3. Shipping Destinations & Origin

We offer worldwide shipping, and all orders ship from China.

Delivery availability for a specific address depends on the options shown at checkout and the carrier’s actual service coverage. Some remote areas or destinations subject to shipping restrictions may be unavailable.

If a paid order cannot be shipped because of destination restrictions, we will contact you to explain the situation and discuss available alternatives. If delivery cannot be arranged, we will cancel the affected items and refund the corresponding amounts paid.

4. Shipping Charges

Shipping charges are calculated and displayed at checkout.

Review the final shipping charge and order total before submitting payment. Charges may vary by order and destination. The amount displayed at checkout applies to your purchase.

If you have questions about shipping charges, please contact customer support before paying.

5. Customs Duties & Import Taxes

Orders shipped from China may be subject to customs duties, import taxes, or local customs clearance charges at the destination. The recipient is responsible for these charges.

These charges are determined by the destination’s customs authorities, tax authorities, or relevant service providers under local rules. They are not included in product prices or the shipping charges collected at checkout. We cannot guarantee the amount in advance. Please check applicable requirements with the relevant local authorities before purchasing.

If customs clearance requires additional information or payment, follow the official instructions from customs or the carrier. If you are unsure whether a notice is genuine or have questions about the package’s status, contact us for assistance.

6. Shipping Confirmation & Tracking

Once your order ships, we will send a shipping confirmation email with tracking information to the address provided at checkout.

Tracking updates may not appear until the carrier collects the package or completes its first scan. Please also check your spam or junk folder for shipping notifications.

If you have not received a shipping email or tracking has not updated for an extended period, provide your order number so we can investigate.

7. Delivery Addresses & Delivery Attempts

Before paying, check the recipient’s name, phone number, street address, building or unit number, city, state or region, and postal code. Complete and accurate information helps the carrier deliver your order.

If you need to change your address, contact customer support as soon as possible. We will check whether an adjustment is possible based on the order’s processing status. Once a package has shipped, changing the address or intercepting the shipment may not be possible.

If the carrier requests additional address details, offers another delivery attempt, or asks you to collect the package from a designated location, please respond promptly. If a package is returned because of an address issue, noncollection, or incomplete customs clearance, contact us to discuss the next steps. We will explain any potential reshipping charges before proceeding.

8. Delays, Suspected Loss & Packages Marked Delivered

Please contact customer support if:

• Tracking has not updated for an extended period.

• Delivery extends significantly beyond the estimated transit timeframe.

• The carrier reports a shipping exception or suspected loss.

• Tracking shows delivery, but you cannot locate the package.

Provide your order number, tracking number, and a description of the situation. You may also check whether a household member, front desk, or collection point accepted the package and review any delivery details supplied by the carrier.

We will help investigate using tracking records and carrier feedback, then offer an appropriate solution based on the findings, including a replacement shipment or refund where warranted. We will not automatically reject a missing-package claim solely because tracking shows “Delivered.”

9. Damage During Shipping

When your package arrives, check the product, quantity, and listed accessories. If the packaging or product is damaged, items are missing, or you received the wrong product, retain the available packaging and provide clear photos showing the issue. A short video may also be helpful where relevant.

We will review the issue and arrange an appropriate solution, such as sending missing items, a replacement, a refund, or a return. We will cover reasonable costs needed to resolve shipping damage, product defects, or incorrect items.

If an item needs to be returned, obtain the return address and instructions from customer support first. Do not send it directly to our business address. Please review our Return & Refund Policy for further details.

10. Shipping Support

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 shipping inquiries, please include your order number and tracking number, if available, so we can locate the relevant order and shipment records.