Shipping Policy

This website is operated by GOLDWAY INDUSTRIAL LIMITED. Our business address is Room A7, 12/F, Tien Sing Mansion, 34 Ashley Road, Tsim Sha Tsui, Kowloon, Hong Kong. For customer support, contact us at xuxuu@ellevivi.shop or +852 2896545. All inventory of ellevivi.shop is stored in our Hong Kong warehouse. We ship orders worldwide from Hong Kong to all countries and regions, except sanctioned countries or regions as designated by the United States government, including but not limited to jurisdictions subject to OFAC sanctions and other applicable trade restrictions.

1. Shipping Service Coverage & Excluded Addresses

Supported Delivery Zones

We ship worldwide from our Hong Kong warehouse to all countries and regions, except sanctioned countries or regions as designated by the United States government, including but not limited to jurisdictions subject to OFAC sanctions and other applicable trade restrictions. We do not sell or ship to any sanctioned countries or regions.

Unsupported Address Types (We Cannot Ship To)

  • PO Boxes, post office boxes;
  • Military APO, FPO, DPO military postal addresses;
  • Third-party freight forwarder warehouse addresses, parcel forwarding service storage addresses;
  • Hotel temporary front desk holding addresses without permanent resident recipient information.
  • Sanctioned countries or regions as designated by the United States government, including but not limited to jurisdictions subject to OFAC sanctions and other applicable trade restrictions. We do not sell or ship to any sanctioned countries or regions.

If you fill in an unsupported address at checkout, our system will automatically cancel your order and issue a full refund before shipment.

2. Order Processing Time

All orders will be processed and packed within 1–3 business days after successful payment (excluding weekends and Hong Kong public holidays).

  • Standard order processing: 1–3 business days for warehouse picking, quality inspection, packaging and shipping label generation;
  • High-volume flash sale/holiday peak periods: Processing time may extend to 3–5 business days, which will be notified on the website homepage in advance.

You will receive a shipping confirmation email with tracking number once your order is dispatched from our Hong Kong warehouse.

3. Shipping Delivery Time Frames

After the warehouse marks the order as shipped, international delivery transit times vary by shipping method and destination country:

  • International Standard Shipping: 7–14 business days from Hong Kong to most destinations worldwide;
  • Expedited Shipping: 3–7 business days to major destinations where available.

Delivery time estimates are reference values only, and not guaranteed delivery deadlines. Delays caused by carrier logistics backlogs, customs clearance, extreme weather, holiday shipping surges, sorting center failures are not our liability.

4. Shipping Cost Calculation Rules

Shipping fees are automatically calculated at checkout based on destination country and selected shipping method:

  • Free standard shipping for all orders over $79 USD subtotal (pre-tax product amount). Orders under $79 USD will display a fixed international standard shipping fee at checkout.
  • Expedited Shipping: Fixed expedited flat rate displayed during checkout, no free expedited shipping threshold.
  • Shipping fees are non-refundable for voluntary customer returns, order cancellations after shipment, or abandoned packages upon delivery.

5. Order Tracking & Delivery Notifications

  • After warehouse shipment, we send an automated shipping confirmation email containing your unique tracking number and carrier tracking link;
  • You may track real-time parcel location via the carrier official website or order history page inside your ellevivi.shop account;
  • Major delivery status updates (out for delivery, delivered, delivery exception) will trigger automated email alerts to your registered mailbox.

6. Delivery Exception Handling

6.1 Lost / Missing Packages

If tracking shows “Delivered” but you never receive your parcel:

  • File a delivery missing investigation request via xuxuu@ellevivi.shop within 14 days of marked delivery date;
  • We will coordinate with international logistics carriers to launch a formal package loss investigation, which takes 7–15 business days to complete;
  • Two resolution options after carrier confirms package loss: full product refund or free re-shipment of identical items (we cover all new shipping fees).

6.2 Failed Delivery / Return To Sender

If the carrier attempts delivery multiple times with no recipient available, invalid address, or recipient refuses to accept the package, the parcel will be returned to our Hong Kong warehouse:

  • Once we receive the returned package, we will contact you to confirm your new valid shipping address;
  • Two resolution choices: Option A: Resend the order to your corrected address, you pay the full new shipping cost; Option B: Process a full product refund, original outbound shipping fees are non-refundable.

6.3 Damaged Packages In Transit

If your parcel arrives with visible outer box damage and broken/defective items inside, follow our Return & Refund Policy damage claim process within 7 days of delivery.

7. Order Split Shipment Rules

Large bulk orders with multiple heavy items may be split into multiple separate shipments from our Hong Kong warehouse, with individual tracking numbers sent for each sub-parcel. Split shipments do not generate extra shipping fees for customers.

8. Shipping Policy Modification

We reserve the right to adjust shipping fee tiers, free shipping thresholds, delivery transit estimates and supported carrier partners at any time without prior notice. Updated shipping rules will be displayed on this policy page and website checkout page.

9. Shipping Support Contact

Email: xuxuu@ellevivi.shop
Number: +852 2896545