Address: 4320 Cureton Ferry Rd, Catawba, SC 29704-8790, US
Customer Service Phone: +1 (803) 368-9511
Customer Service Email: assist@relaxelano.com
Online Service Hours: Monday – Friday, 9:00–12:30 and 14:00–18:00 (Central European Time, CET)
Relaxelano (hereinafter referred to as “we”) currently provides shipping services to customers within Australia exclusively through our official online store. This shipping policy aims to clearly explain the order processing workflow, shipment arrangements, estimated delivery times, and related responsibilities, ensuring a smooth and transparent shopping experience.
By placing an order and completing your purchase, you acknowledge that you have read, understood, and agreed to all the terms outlined in this shipping policy.
1. Shipping Scope
We currently only offer delivery services within Australia. All orders will be processed and shipped to the address provided within Australia at the time of placing the order.
We do not support shipping to locations outside Australia. To avoid delays or delivery failures, please carefully verify and confirm the accuracy of your delivery address, postal code, and contact information before submitting your order.
2. Shipping Fees
Orders with a total amount of AUD 94.88 or above are eligible for free shipping.
Orders below AUD 94.88 will incur a flat shipping fee of AUD 9.60.
All prices displayed include applicable taxes, and you will not be charged any additional fees. The total amount shown at checkout is the final amount you need to pay.
3. Order Cut-off and Processing Start
Our customer service and order processing hours are 9:00–18:00 CET, Monday to Friday.
Orders submitted before 18:00 will be processed on the same day.
Orders submitted after 18:00 will begin processing on the next business day.
If an order is placed on weekends or Australian public holidays, processing will be deferred to the next business day.
Order processing time begins once payment is successfully confirmed.
4. Order Processing Time
After payment confirmation, the order enters the review and preparation stage.
Typically, order processing takes 1–3 business days, including order verification, stock confirmation, product preparation, packaging, and shipment arrangements.
We make every effort to complete processing within the promised timeframe to ensure timely dispatch of your order.
5. Estimated Delivery Time
Once the order is shipped, the estimated overall delivery time is 5–10 business days.
Actual delivery times may vary depending on the delivery location, logistics arrangements, weather conditions, or other uncontrollable factors. We continuously monitor logistics progress to maintain delivery efficiency and service quality.
6. Shipping Partners
To ensure reliable delivery, we cooperate with multiple reputable international logistics providers, including:
UPS
DHL
FedEx
The specific carrier will be selected based on the order and logistics arrangements to ensure efficiency and safety.
7. Order Tracking
After shipment, you will receive a notification email containing your order number, payment confirmation, and tracking information.
You can also check the latest shipping status in real time through the “Order Tracking” page on our website by entering your order number and related information.
8. Shipping Responsibility
We will arrange order shipments with reasonable care. Regarding issues that may arise during delivery:
If products are damaged or lost during transit, please contact us promptly, and we will assist in verifying the situation and providing support.
Once the order enters processing or shipping, changing the delivery information or canceling the order is generally not possible.
Delays, returns, or delivery failures caused by incomplete, inaccurate, or incorrect address or contact information are the responsibility of the information provided on the order.
9. Delivery Receipt
Please carefully inspect the packaging and product condition upon receipt. If you notice obvious damage, broken packaging, or other anomalies, it is recommended to record them (e.g., take photos) during delivery and contact us as soon as possible.
Under normal circumstances, a completed delivery is considered successfully received. If issues are discovered later, we will assist in verification and resolution based on the actual situation.
10.Contact Us
Address: 4320 Cureton Ferry Rd, Catawba, SC 29704-8790, US
Customer Service Phone: +1 (803) 368-9511
Customer Service Email: assist@relaxelano.com
Online Service Hours: Monday – Friday, 9:00–12:30 and 14:00–18:00 (Central European Time, CET)
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