Shipping policy

Product Logistics and Shipping Terms

These logistics terms apply to all aromatherapy products sold in our store (factory direct): flameless diffusers, scented candles, essential oils, diffuser stones, fragrance pendants, and related products. Placing an order signifies acceptance of these shipping and logistics rules. To avoid disputes between buyers and sellers, all orders will be executed according to the following rules:

I. Shipping Time Rules

1. Regular in-stock orders: Packaging and shipping completed within 48 hours on weekdays (no shipping on weekends and public holidays).

2. Pre-sale/Customized orders: Shipping time is based on the period indicated on the product page. Shipping time for bulk orders and OEM/ODM orders will be agreed upon by both parties.

3. In the event of force majeure such as sudden order surges, warehouse inventory checks, weather disasters, or courier service disruptions, shipping will be delayed. Our store will uniformly delay shipping and update logistics information. We will not accept unjustified complaints or claims for compensation based on such delays.

II. Courier and Delivery Instructions

1. Our store defaults to using a standard courier service. The warehouse will automatically match the best courier based on the delivery address. Specifying a courier is not supported; if you require a specific courier, you will need to pay the difference in shipping costs.

2. For orders to remote areas, addresses outside our delivery area, or rural villages where delivery is not possible, the courier will automatically reroute the shipment, arrange for self-pickup, or deliver to the nearest delivery station. This is part of the normal logistics process, and our store will not be responsible for compensation or return shipping costs.

3. Logistics delivery time is for reference only. Delivery speed and delays are within the scope of the courier company's service. Our store does not make any time guarantees and does not support refunds, compensation, or negative feedback refunds due to logistics delays.

III. Transportation Characteristics of Aromatherapy Products (Important)
1. Aromatherapy essential oils and flameless aromatherapy products are liquid goods. During transportation, slight leakage, moisture at the bottle opening, or slight dampness of the outer bottle may occur due to air pressure and bumps. This is a normal industry phenomenon, does not affect normal use, is not a quality issue, and is not eligible for return, exchange, or compensation without a reason.

2. Aromatherapy candles may experience slight softening, slight deformation, a frosty surface, or slight wax powdering due to high temperatures and long-distance transportation. This is a normal transportation phenomenon and is not a quality issue.

3. Minor dents, wrinkles, or collapses in the outer packaging carton that do not affect product use are not covered by damage compensation.

IV. Damage and Leakage Claim Rules

1. Customers can apply for damage claims, replacements, or refunds within 48 hours of signing for the package, providing the [shipping slip + complete photos/videos of the problematic product].

2. After-sales processing is only available for genuine damage cases: broken bottles, large-area leakage, or products completely unusable.

3. Orders without timely feedback, used, with discarded packaging, or without shipping documents are not eligible for claims.

4. Subsequent damage or leakage occurring after the customer's signature, a family member's signature, receipt by a courier station, or receipt in a parcel locker is the responsibility of the recipient, and no further claims will be accepted.

V. Rules for Address Change, Refusal of Delivery, and Return of Packages

1. The delivery address cannot be changed after the order has been shipped. Any transfer fees and return shipping costs incurred due to address changes will be borne by the buyer.

2. For personal reasons such as refusing delivery without cause, refusing to sign for the package, canceling the order, or ordering the wrong item, the buyer will bear the round-trip shipping costs and any damage or loss incurred upon return. Refunds will deduct the actual shipping and loss costs incurred.

3. If the package is returned due to an incorrect address, no one being able to sign for it, or the package being unreachable by phone, the buyer will bear all return shipping costs.

VI. Rules for Handling Lost or Missing Items

1. If the logistics tracking shows delivery but the customer has not received the goods: We can assist in contacting the courier for verification, and the official verification result from the courier company shall prevail.

2. If the package weight is normal and the outer box is intact, but there are missing items inside, a complete video of opening the box is required for verification; after-sales service for missing items will not be processed without valid proof.

3. If the official confirmation of a lost item, our store will prioritize free replacement or a full refund.

VII. Warm Reminders

1. Aromatherapy products are fragile, volatile, and sensitive to high temperatures. It is recommended to open and check the box immediately upon receipt and store them in a cool, dark place.

2. All logistics after-sales service will be based solely on logistics records, opening receipts, and the official results from the courier company.

3. Our store is directly operated by the factory, strictly controlling packaging and outgoing quality inspection to minimize transportation losses. For special logistics needs, please contact customer service.