Shipping policy

Thank you for shopping with ShopAI Companions.

This Shipping Policy explains how orders are processed, shipped, tracked, and delivered. It applies to purchases made through our online store and should be read together with our Terms of Service and Return & Refund Policy.

By placing an order with ShopAI Companions, you agree to this Shipping Policy, subject to any mandatory consumer rights that apply in your country or region.

1. Order Processing

Orders are prepared for shipment after payment has been successfully authorized and any required verification has been completed.

Processing times may vary depending on:

• Product availability
• Order volume
• Supplier or fulfillment availability
• Weekends and public holidays
• Payment verification
• Fraud-prevention checks
• Product customization, where applicable

Any processing or delivery estimate displayed on the product page, cart, checkout, order confirmation, or shipping notification is provided as an estimate unless expressly stated otherwise.

Orders placed during periods of unusually high demand may require additional processing time.

2. Order Verification

For security and fraud-prevention purposes, certain orders may require additional verification before shipment.

We may request confirmation of information including:

• Customer name
• Billing details
• Shipping details
• Payment authorization
• Order information

Orders may be delayed or cancelled if required verification cannot reasonably be completed.

If an order is cancelled after payment has been collected, the applicable amount will be refunded in accordance with our policies and applicable law.

3. Shipping Destinations

ShopAI Companions may ship to multiple countries and regions, subject to:

• Carrier availability
• Product restrictions
• Import regulations
• Local delivery limitations
• Applicable law

Available shipping destinations and shipping methods are generally shown during checkout.

We reserve the right to restrict shipping to particular destinations where delivery is unavailable, commercially impractical, legally restricted, or otherwise not reasonably possible.

4. Shipping Costs

Shipping costs, where applicable, are calculated or displayed during checkout before the order is completed.

Shipping charges may depend on factors including:

• Destination
• Order value
• Product type
• Package size or weight
• Shipping method
• Carrier rates

Customers are responsible for reviewing shipping charges before confirming an order.

5. Free Shipping

Where offered, free shipping may be subject to a minimum qualifying order value.

For qualifying ShopAI Companions orders, free shipping may be available on orders over $55, subject to the conditions displayed on the website or at checkout.

Free shipping:

• May apply only to eligible destinations
• May use a standard shipping method
• Does not necessarily include expedited delivery
• Does not automatically include customs duties, import taxes, or local carrier charges

Promotional shipping conditions may change from time to time.

6. Delivery Estimates

Delivery times shown on our website or during checkout are estimates unless expressly guaranteed.

Estimated delivery times generally begin after the order has been processed and transferred to the carrier.

Actual delivery may be affected by circumstances outside our reasonable control, including:

• Customs inspections
• International transportation delays
• Carrier disruptions
• Weather conditions
• Natural disasters
• Public holidays
• Local delivery restrictions
• Postal delays
• High-volume periods
• Incorrect or incomplete customer information
• Events affecting transportation networks

A delay beyond an estimated delivery date does not automatically mean that an order has been lost.

Mandatory statutory delivery rights remain unaffected.

7. Tracking Information

Where tracking is available, customers may receive tracking information after the order has been dispatched.

Tracking information may take some time to become active after the carrier receives the shipment.

Customers should allow reasonable time for tracking systems to update.

Depending on the shipping method and destination, tracking may be provided by:

• International carriers
• National postal services
• Local delivery partners
• Logistics providers

Tracking updates are generated by the relevant carrier and are not always updated in real time.

8. Multiple Shipments

An order containing multiple products may occasionally be shipped in separate packages.

This may occur because products are:

• Stored in different fulfillment locations
• Dispatched by different logistics partners
• Available at different times
• Subject to different shipping requirements

Receiving one package does not necessarily mean that the entire order has been delivered.

Where available, separate tracking information may be provided for individual shipments.

Customers should review their shipping confirmation and tracking information before reporting missing items.

9. International Shipping

International orders may require additional transit time due to customs processing, local carriers, border controls, or other destination-specific procedures.

Delivery times for international orders may therefore vary considerably.

Customers are responsible for ensuring that products ordered are permitted to be imported into their destination country where applicable.

10. Customs Duties, Taxes and Import Fees

International shipments may be subject to:

• Customs duties
• Import taxes
• VAT
• Brokerage fees
• Handling fees
• Local administrative charges

Unless expressly stated otherwise at checkout, such charges may be imposed directly by the destination country, customs authority, carrier, or local delivery provider.

Where these charges are not collected by ShopAI Companions at checkout, they are generally the responsibility of the recipient to the extent permitted by applicable law.

ShopAI Companions does not control the amount of independently imposed customs or import charges.

11. Customs Delays

Orders may occasionally be held by customs authorities for inspection, documentation, assessment of duties, or other regulatory procedures.

Customs processing is outside our direct control.

A shipment being held by customs does not necessarily mean that the shipment is lost or defective.

Customers may be required to cooperate with the carrier or customs authority by providing information reasonably necessary for import clearance.

12. Refused Customs Charges

Refusing to pay legally imposed customs duties, import taxes, or carrier charges does not automatically entitle a customer to a full refund.

If a shipment is refused and returned to the sender, any refund will be assessed only after the returned shipment has been received and processed.

Where legally permitted, reasonable costs resulting from refusal, return transportation, customs handling, or non-collection may be deducted from the refund.

Mandatory consumer rights remain unaffected.

13. Customer Responsibility for Shipping Information

Customers are responsible for providing complete and accurate shipping information at checkout.

Please verify:

• Recipient name
• Street address
• Apartment, building, or unit number
• City
• State or province
• Postal or ZIP code
• Country
• Telephone number where required

ShopAI Companions is not responsible for delivery problems caused solely by incorrect, incomplete, or outdated information supplied by the customer, except where otherwise required by law.

14. Address Changes

If you notice an error in your shipping information, contact us as quickly as possible at:

hello.servicecustomer@yahoo.com

We will make reasonable efforts to assist, but address changes are not guaranteed once an order has entered processing, fulfillment, or shipment.

Once a carrier has accepted the shipment, we may be unable to modify the destination address.

15. Failed Delivery Due to Incorrect Address

If a package cannot be delivered because the customer supplied an incorrect or incomplete address, the shipment may:

• Be returned to sender
• Be held by the carrier
• Require additional delivery charges
• Be considered undeliverable

If reshipment is possible, additional shipping charges may apply where permitted by law.

Any refund will be assessed after the shipment has been returned and processed.

16. Refused Deliveries

Customers should not refuse a delivery without first contacting ShopAI Companions unless there is a legitimate reason to do so.

A refused shipment may be returned to the sender or fulfillment facility.

Where permitted by applicable law, costs arising from an unjustified refusal may be deducted from any refund.

This does not affect rights relating to damaged, defective, incorrect, or legally non-conforming goods.

17. Unclaimed Packages

Customers are responsible for collecting or accepting deliveries within the time allowed by the carrier.

Packages that remain unclaimed may be:

• Returned to sender
• Held at a carrier facility
• Subject to additional handling charges
• Disposed of in accordance with carrier rules where legally permitted

Any refund for an unclaimed shipment will be considered only after the shipment has been returned and processed.

Reasonable costs caused by non-collection may be deducted where permitted by law.

18. Delivered but Not Received

If tracking indicates that a package has been delivered but you cannot locate it, please first:

• Check the delivery location
• Check with household members
• Check with neighbors where appropriate
• Check reception, concierge, mailroom, or parcel lockers
• Review any carrier delivery photograph or proof of delivery
• Contact the carrier

If the package still cannot be located, contact:

hello.servicecustomer@yahoo.com

Please provide your order number and relevant tracking details.

We may investigate the shipment with the carrier.

A carrier status marked “delivered” does not automatically guarantee that a refund or replacement will be issued. Each case may be reviewed based on available delivery evidence, carrier findings, applicable law, and the circumstances of the order.

19. Lost Packages

If tracking has not updated for an unusually long period or a shipment appears to be lost, contact us so that we can review the situation.

We may need to open an investigation with the carrier before determining the appropriate resolution.

Carrier investigations may require additional time.

Where a shipment is confirmed lost, we will provide an appropriate remedy in accordance with applicable law and the circumstances of the order.

20. Damaged Packages

If your shipment arrives visibly damaged, please photograph:

• The external packaging
• Shipping label
• Internal packaging
• Product
• Any visible damage

Contact us promptly at:

hello.servicecustomer@yahoo.com

Do not dispose of packaging or damaged components until the issue has been reviewed, as the carrier or fulfillment provider may require evidence.

21. Missing Items

If your order appears incomplete, first verify whether it has been divided into multiple shipments.

If all shipments are marked as delivered and an item is still missing, contact us with:

• Order number
• Description of the missing product
• Photographs of the package received
• Shipping label
• Contents of the package

We may review fulfillment and shipping records before determining the appropriate resolution.

22. Incorrect Products

If you receive a product that does not correspond to your order, contact us promptly.

Please provide:

• Order number
• Photograph of the product received
• Photograph of the shipping label
• Photograph of any product label or packaging

Do not return an incorrect product without receiving return instructions from us.

23. Delivery Attempts

Carriers may make one or more delivery attempts depending on their policies.

Customers may be responsible for:

• Monitoring tracking
• Responding to carrier notifications
• Collecting the package from a pickup location
• Providing information requested by the carrier

Failure to respond to delivery attempts may result in the package being returned.

24. Signature Requirements

Certain shipments may require a signature upon delivery depending on:

• Product value
• Destination
• Carrier
• Fraud risk
• Shipping method

Where a signature is required, the customer is responsible for ensuring that an authorized person is available to receive the shipment.

25. Carrier Decisions

Once a package has been transferred to a shipping carrier, transportation and delivery operations are handled by that carrier and its delivery partners.

We may assist with legitimate delivery issues, but carrier routing, scan events, delivery schedules, and operational decisions are generally outside our direct control.

This does not remove any legal obligations that ShopAI Companions may have toward customers under applicable consumer law.

26. Delivery Delays

Occasional delays may occur.

Where legally permissible, ShopAI Companions is not responsible for delays caused solely by circumstances outside our reasonable control.

However, nothing in this policy limits statutory rights concerning excessive delivery delays, failure to deliver within an agreed period, or other mandatory consumer protections.

27. Holidays and Peak Periods

Order processing and delivery may take longer during:

• Holiday periods
• Major promotional events
• Product launches
• Peak shopping seasons
• Carrier capacity disruptions

Customers should allow additional time during these periods.

28. Pre-Orders and Backorders

Products identified as pre-order or backorder items may have different processing and shipping timelines.

Any estimated release or shipping date is subject to change due to manufacturing, supplier, logistics, or other factors outside our reasonable control.

Where applicable, updated information may be communicated to affected customers.

29. Product Availability

In rare cases, an item may become unavailable after an order has been placed.

Where fulfillment is not reasonably possible, we may:

• Contact the customer
• Offer an appropriate alternative where agreed
• Cancel the affected item
• Issue the applicable refund

We will not substitute a materially different product without appropriate customer agreement where required.

30. Order Modifications

Once an order has been placed, modifications are not guaranteed.

This includes changes to:

• Product
• Variant
• Color
• Quantity
• Shipping address
• Shipping method

Contact us as soon as possible if a modification is required.

Once fulfillment has begun, changes may no longer be possible.

31. Order Cancellation Before Shipment

Orders may begin processing shortly after purchase.

Cancellation requests must therefore be submitted as quickly as possible to:

hello.servicecustomer@yahoo.com

A cancellation request does not guarantee cancellation.

If an order has already entered fulfillment or shipment, it may need to be handled under our Return & Refund Policy instead.

32. Fraud Prevention and Shipping Security

For customer protection, orders may be reviewed for suspected fraud or unauthorized activity.

High-risk orders may be:

• Delayed
• Verified
• Cancelled
• Restricted

We may also retain relevant order, shipping, tracking, and delivery evidence where reasonably necessary to:

• Investigate disputes
• Respond to payment claims
• Prevent fraud
• Defend legitimate legal interests

33. Chargebacks and Delivery Claims

Before initiating a payment dispute regarding shipping or delivery, customers are encouraged to contact us so we can investigate the issue.

For legitimate disputes, we may provide relevant documentation to payment providers or banks, including:

• Order confirmation
• Tracking information
• Delivery confirmation
• Carrier records
• Customer communications
• Shipping address information

Nothing in this section limits a customer's lawful right to dispute a transaction.

34. Returns to Sender

A shipment may be returned to sender because of:

• Incorrect address
• Incomplete address
• Failed delivery attempts
• Failure to collect
• Refusal
• Customs issues
• Carrier restrictions

We will normally wait until the returned shipment has been received and processed before determining whether a refund or reshipment is available.

Additional shipping costs may apply where legally permitted.

35. Shipping and Promotional Discounts

Shipping promotions may be conditional on:

• Minimum order value
• Destination
• Product eligibility
• Promotional period

If a later return reduces an order below a free-shipping threshold, the original shipping benefit may be recalculated where legally permitted and consistent with our Return & Refund Policy.

36. Mandatory Consumer Rights

Nothing in this Shipping Policy is intended to exclude, restrict, or waive any consumer right that cannot legally be excluded.

Where applicable law provides stronger rights regarding delivery, lost goods, damaged goods, risk of loss, cancellation, or reimbursement, those mandatory legal protections will prevail.

37. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect:

• Carrier changes
• Fulfillment changes
• New shipping destinations
• Changes to our services
• Regulatory requirements
• Operational improvements

The current version will be published on our website with an updated revision date.

38. Contact Us

For questions about shipping, tracking, delivery, damaged packages, missing items, or order issues, contact:

ShopAI Companions
Email: hello.servicecustomer@yahoo.com

Please include your order number whenever possible so that we can review your request efficiently.