1. Order Processing Time

After you place an order, our team works to review the order details and prepare the items for shipment. Processing time is separate from transit time, which begins after the parcel has been handed to the shipping carrier.

Processing times can vary during holidays, promotional periods, unusually high order volumes, inventory checks, or other operational disruptions. Any processing estimate shown at checkout or in a product listing should be reviewed before purchase.

2. Shipping Destinations

Available shipping destinations depend on the delivery address, product availability, carrier coverage, and the shipping methods enabled for your order. The destinations and options offered at checkout are the best guide to whether an order can be shipped to a particular location.

If your address is not accepted at checkout, please contact us before placing another order. We will review the available options, but we cannot guarantee delivery to every country, region, remote area, or restricted destination.

3. Shipping Fees

Shipping charges, where applicable, are displayed during checkout before you complete your purchase. The final amount may depend on the destination, selected shipping method, order contents, package characteristics, and any promotions available at the time of purchase.

• Review the shipping option and fee shown at checkout before submitting your order.
• If a free-shipping promotion is available, check its eligibility requirements and any minimum order conditions.
• Shipping charges, if any, will be reflected in the order summary.
• Unless explicitly stated otherwise, optional customs duties, import taxes, or other destination-specific charges may not be included in the displayed product price or shipping fee.

4. Estimated Delivery Times

Delivery time includes the carrier's transit period after dispatch and does not necessarily include order processing time. Estimated arrival dates, when shown, are not guaranteed unless a specific guarantee is expressly provided for the relevant service.

Actual delivery times may be affected by weather, public holidays, peak-season demand, customs inspections, transportation disruptions, incomplete address details, or carrier capacity. If an estimated delivery window is shown for your order, use it as a guide rather than an absolute promise.

5. Tracking Your Order

If tracking is available, the tracking number or tracking link will be shared through the order notification or other appropriate communication channel. Use the carrier's tracking page to review the latest available scan events.

• Tracking information may take time to appear after the carrier receives the parcel.
• Some shipping methods may provide limited tracking or no detailed tracking updates.
• Tracking events may not update continuously while a package is moving between facilities or countries.
• Once a parcel reaches your destination country, a local carrier may provide additional delivery information.

If you have not received tracking information after the expected dispatch window, contact us with your order number and the email address used at checkout.

6. Shipping Address and Order Changes

Please check your delivery address carefully before completing checkout. Accurate address details help reduce delivery problems and unnecessary delays.

If you need to correct an address or request an order change, contact us as soon as possible at service@vexarqel.com. We will review whether the change can be made.

Please include your order number and the corrected information in your message. For security reasons, we may ask you to verify certain order details before making changes.

7. Customs, Duties, and Import Taxes

International shipments may be subject to customs inspections, import duties, taxes, handling fees, or other charges imposed by the destination country or local authorities.

Unless the checkout page or a specific written agreement states otherwise, these charges are generally the responsibility of the recipient. Customs rules and fees vary by destination, and we cannot determine every customer's individual import obligations in advance.

Customs processing may also extend the delivery period. For questions about applicable import requirements, contact your local customs authority or relevant delivery provider.

8. Delayed, Lost, or Missing Packages

If your package appears delayed, please first review the latest tracking information and allow reasonable time for carrier updates. A lack of recent scans does not always mean that a parcel is lost.

If your order has not arrived within the expected delivery window, contact our customer support team. Please provide:

• Your order number.
• The email address used to place the order.
• Your tracking number, if available.
• A short description of the delivery issue.

We will review the information available and, where appropriate, help you identify the next steps with the shipping carrier. Any investigation, replacement, or refund will be handled in accordance with the applicable order terms and consumer protection laws.

9. Incorrect Address, Failed Delivery, or Returned Parcels

A parcel may be delayed or returned if an address is incomplete or incorrect, the recipient cannot be reached, delivery is refused, required charges remain unpaid, or the carrier is unable to complete delivery.

If tracking shows a failed delivery or return-to-sender event, contact us promptly. We will review the carrier information and explain any available options.

Where a failed delivery results from incorrect information supplied at checkout or a recipient's failure to collect the parcel, additional shipping costs or other limitations may apply where permitted by law. We will assess each case individually and will not exclude rights that cannot legally be limited.

10. Damaged Packages or Missing Items

If your package arrives visibly damaged or an item appears to be missing, please contact us as soon as reasonably possible after delivery.

To help us investigate, please provide your order number, a description of the issue, and clear photos of the outer packaging, shipping label, and affected item when available. Please retain the packaging until the issue has been reviewed.

We will assess the information and explain the available resolution in accordance with our Return & Refund Policy, carrier procedures, and applicable law.

11. Product Availability and Split Shipments

Although we aim to keep product information current, availability may change after an order is placed. If an item becomes unavailable or an order requires special handling, we may contact you about the available options.

Where operationally necessary and supported by our fulfillment process, items from one order may arrive separately. If multiple parcels or tracking numbers are issued, each shipment may have its own tracking updates and delivery estimate.

12. Delivery Responsibility and Exceptions

Once an order has been dispatched, transportation and delivery are handled by the relevant carrier. We will make reasonable efforts to assist with shipping questions, but we cannot control carrier schedules, customs decisions, weather events, or disruptions to transportation networks.

This policy does not remove any rights you may have under applicable consumer protection laws. If a mandatory legal requirement provides a remedy or protection that differs from this policy, the applicable legal requirement will prevail.

13. Contact Us About Shipping

For questions about shipping options, tracking, delivery delays, address corrections, or a parcel that has not arrived, please contact our support team.

Email: service@vexarqel.com

Phone: +86 184 6633 4370

Customer Service Hours: 8:00 AM–10:00 PM Daily

When contacting us, include your order number so we can review the relevant information more efficiently. Please do not include passwords or full payment-card details in your message.