Shipping policy

Last Updated: October 27, 2026

Thank you for shopping with Vorxenalia.

This Shipping Policy explains how orders are processed, the delivery estimates that may apply, how shipping charges are calculated, and what to do if a parcel is delayed, damaged, missing, or returned.

By placing an order through vorxenalia.com, you agree to the terms described below. Any shipping information displayed on a specific product page or during checkout will take priority if it differs from this general Policy.

1. Order Processing

Most in-stock orders are prepared for shipment within 1–3 business days after payment has been successfully authorized.

Business days generally mean Monday through Friday, excluding public holidays observed by the applicable fulfillment location or carrier.

Order processing may include:

• Payment authorization;

• Fraud and security screening;

• Address verification;

• Inventory confirmation;

• Product inspection;

• Packaging; and

• Preparation of shipping documentation.

Processing time is separate from transportation time.

Orders placed during weekends, public holidays, promotional campaigns, or periods of unusually high demand may begin processing on the following business day.

2. Estimated Delivery Time

Unless a different estimate is displayed on the product page or during checkout, standard delivery generally requires:

• Order processing: 1–3 business days

• Estimated transportation: 5–15 business days

• Estimated total time: approximately 6–18 business days

These timeframes are estimates rather than guaranteed delivery dates.

Actual delivery timing may vary depending on:

• Destination country or region;

• Product availability;

• Fulfillment location;

• Carrier performance;

• Customs processing;

• Local postal operations;

• Weather conditions;

• Public holidays;

• Incorrect or incomplete delivery information;

• Security or payment verification; and

• Circumstances outside our reasonable control.

Where Shopify displays a delivery estimate during checkout or after purchase, that estimate is calculated using available fulfillment and carrier information and may change as the order progresses.

3. Shipping Destinations

The countries and regions currently available for delivery are shown during checkout.

If checkout does not accept your address, shipping may not currently be available to that destination or for the selected product.

Certain products may be restricted from delivery to particular regions because of:

• Carrier limitations;

• Customs rules;

• Product characteristics;

• Import restrictions;

• Remote-location service availability; or

• Applicable laws and regulations.

Contact support@vorxenalia.com if you are uncertain whether we can ship a product to your location.

4. Shipping Charges

Shipping fees, if applicable, are calculated and displayed before payment is completed.

The amount may depend on:

• Delivery destination;

• Order value;

• Package weight or dimensions;

• Product type;

• Selected shipping method;

• Carrier availability; and

• Current shipping promotions.

A free-shipping offer applies only when it is clearly displayed on the website or at checkout and all promotional requirements are satisfied.

Promotional shipping offers may exclude certain products, destinations, remote areas, or expedited services.

5. Shipping Methods and Carriers

Vorxenalia works with various postal, logistics, and last-mile delivery providers.

The carrier used for an order may depend on the destination, product, package size, fulfillment location, and available service.

We cannot guarantee that a specific carrier will be used unless that option is expressly offered during checkout.

A parcel may be transferred between different international and local carriers before final delivery.

6. Shipping Confirmation and Tracking

After an order has been dispatched, we will normally send a shipping-confirmation email containing available tracking information.

Please allow approximately 48–72 hours for the carrier’s tracking system to register the parcel and display its first meaningful update.

Tracking events may not appear at every stage of transportation. A temporary gap in scanning does not necessarily mean that the parcel has stopped moving.

If you have not received shipping information after the expected processing period, check your spam or junk folder before contacting us.

7. Split Shipments

An order containing multiple products may be shipped in more than one parcel.

Split shipments may occur because:

• Products are stored at different fulfillment locations;

• One product requires additional preparation;

• Package-size restrictions apply;

• Inventory becomes available at different times; or

• Separate shipping improves delivery efficiency.

Separate parcels may arrive on different dates and may have different tracking numbers.

You will not be charged an additional shipping fee solely because we divide an order into multiple shipments, unless a separate charge was clearly accepted during checkout.

8. Address Accuracy

Customers are responsible for providing a complete and accurate delivery address.

Before submitting an order, confirm:

• Recipient name;

• Street and building number;

• Apartment, unit, or suite number;

• City;

• State, province, or region;

• Postal or ZIP code;

• Country; and

• Telephone number.

Vorxenalia is not responsible for delivery problems caused by incorrect, incomplete, outdated, or improperly formatted information supplied by the customer, except where applicable law states otherwise.

9. Address Changes

If you need to change your delivery address, contact us immediately at support@vorxenalia.com.

Include:

• Your order number;

• Original delivery address; and

• Complete corrected address.

We will make a reasonable effort to update the order, but an address change cannot be guaranteed after processing or fulfillment has begun.

Once a parcel has been handed to the carrier, we may be unable to reroute it. Any additional carrier, interception, return, or reshipment costs may be the customer’s responsibility when the original address was entered incorrectly.

10. Order Changes and Cancellations

Contact us as soon as possible if you wish to change or cancel an order.

We may be able to assist before processing or shipment begins. However, cancellation cannot be guaranteed once an order has been packed, assigned to a carrier, or dispatched.

If an order has already shipped, it must be handled according to our Return and Refund Policy.

Refusing delivery does not automatically cancel an order or guarantee a full refund.

11. Customs, Duties, and Import Taxes

International parcels may be subject to:

• Import duties;

• Customs taxes;

• Value-added tax;

• Brokerage charges;

• Handling fees; or

• Other government-imposed costs.

Unless checkout specifically states that these charges are included, the recipient is responsible for paying them.

Vorxenalia does not control customs decisions and cannot predict the exact amount that may be charged.

Customs authorities may request identification, tax information, proof of purchase, or other documentation before releasing a parcel.

Failure to pay required charges may result in the shipment being delayed, refused, abandoned, or returned.

12. Customs and Inspection Delays

International orders may be inspected by customs or other regulatory authorities.

Customs clearance time is not included in our standard transportation estimate and may vary significantly.

A parcel may be delayed while authorities:

• Review documentation;

• Confirm product classification;

• Assess duties or taxes;

• Inspect the contents;

• Request information from the recipient; or

• Apply local import requirements.

We will provide available shipping information where reasonably possible, but we cannot control the speed or outcome of a customs review.

13. Remote and Restricted Locations

Delivery to islands, military addresses, rural areas, remote postal zones, or other limited-service destinations may require additional time or fees.

Some carriers do not deliver to:

• Post office boxes;

• Military addresses;

• Parcel lockers;

• Freight-forwarding locations; or

• Certain remote postal codes.

Availability will normally be determined during checkout. If a carrier cannot service the submitted address, we may contact you for an alternative address or cancel the affected order.

14. Delivery Attempts

The carrier may make one or more delivery attempts or leave instructions for collection.

Customers are responsible for monitoring tracking information and arranging redelivery or collection when required.

If a parcel is not collected or accepted within the carrier’s permitted period, it may be returned to the sender.

Any costs resulting from unsuccessful delivery attempts, failure to collect, refusal, or an unavailable recipient may be deducted from an eligible refund or charged before reshipment, where permitted by law.

15. Packages Marked as Delivered

If tracking shows that your parcel was delivered but you cannot locate it:

1. Confirm that the delivery address is correct.

2. Check the mailbox, porch, reception desk, garage, side entrance, and other safe locations.

3. Ask household members, neighbors, building staff, or reception personnel.

4. Review any delivery photograph or carrier notice.

5. Contact the carrier for additional delivery details.

6. Allow up to 48 hours, as some carriers mark parcels delivered shortly before final placement.

7. Contact support@vorxenalia.com if the parcel remains missing.

Include your order number, tracking number, and confirmation of the steps already taken.

We will review the available information and assist with a carrier inquiry where reasonably possible. Resolution may depend on the carrier’s investigation, delivery evidence, and applicable law.

16. Delayed Shipments

Carrier scans may be delayed during:

• Holiday seasons;

• Promotional periods;

• Severe weather;

• Customs inspections;

• Transportation disruptions;

• Local postal backlogs;

• Public-health events;

• Labor interruptions; or

• Other exceptional circumstances.

If we become aware that an order cannot be dispatched within the stated or legally required period, we may provide a revised estimate and, where required by applicable law, offer the option to accept the delay or cancel the unshipped order for a refund.

Contact us if tracking has not updated for an extended period after the expected delivery date.

17. Lost Packages

A parcel may be considered lost only after the carrier’s normal delivery estimate and investigation period have passed.

Before contacting us, review the tracking page and verify the delivery address.

To report a potentially lost parcel, email support@vorxenalia.com with:

• Your order number;

• Tracking number;

• Recipient name;

• Delivery address; and

• Any communication received from the carrier.

We may open an inquiry with the shipping provider and request additional information from you.

Depending on the investigation result, applicable law, and the circumstances, an appropriate resolution may include replacement, reshipment, store credit, or refund.

18. Damaged Packages

Please inspect the parcel and product soon after delivery.

If an order arrives damaged, contact us as soon as reasonably possible and provide:

• Your order number;

• Photograph of the complete product;

• Close-up photographs or video showing the damage;

• Photograph of the outer package;

• Photograph of the inner protective packaging;

• Photograph of the shipping label; and

• Description of the issue.

Keep the product and all packaging until our review is complete.

Do not discard the parcel or return the item without authorization, as the carrier may require the original packaging during its investigation.

19. Incorrect or Missing Products

If your order contains the wrong product or an item is missing:

1. Check all packaging materials carefully.

2. Review your shipping confirmation for split-shipment information.

3. Confirm whether another tracking number was issued.

4. Photograph everything received.

5. Contact support@vorxenalia.com.

Include your order number, photographs of the parcel and shipping label, and a description of the missing or incorrect item.

After verification, we will provide an appropriate solution in accordance with our Return and Refund Policy and applicable law.

20. Returned-to-Sender Parcels

A parcel may be returned to the sender because of:

• An incorrect or incomplete address;

• Failed delivery attempts;

• Failure to collect the parcel;

• Refusal by the recipient;

• Unpaid customs charges;

• Import restrictions; or

• Carrier inability to access the delivery location.

If tracking shows that your order is being returned, contact us promptly.

When the return was not caused by Vorxenalia, original shipping, return shipping, customs, handling, and reshipment costs may be deducted from an eligible refund or charged before the order is sent again, where permitted by law.

Reshipment is subject to product availability and confirmation of the correct address.

21. Refused Deliveries

Refusing a parcel is not the same as completing an authorized return.

Refused shipments may generate carrier charges, customs fees, return transportation costs, or disposal costs.

If you no longer want an order, contact us before refusing delivery so we can provide the correct instructions.

Any eligible refund for a refused parcel will be considered only after the shipment has been returned, identified, and inspected.

22. Preorders and Backordered Products

A preorder or backordered product may have a different processing or estimated dispatch date.

The relevant estimate will be displayed on the product page, during checkout, or in the order confirmation when available.

If an order includes both in-stock and preorder products, we may:

• Hold the order until all products are available;

• Ship available products separately; or

• Contact you with alternative options.

Preorder and restock estimates may change because of production, supply, customs, or transportation conditions.

23. Shipping Promotions

Shipping promotions may be subject to:

• Minimum order values;

• Eligible products;

• Selected destinations;

• Promotional periods;

• Coupon requirements; and

• Specified shipping methods.

If a return causes the retained order value to fall below the promotion’s minimum threshold, the original shipping cost may be deducted from the refund where permitted by law and disclosed by the applicable offer terms.

24. Events Outside Reasonable Control

Delivery may be affected by events outside our reasonable control, including:

• Severe weather;

• Natural disasters;

• War or civil unrest;

• Government restrictions;

• Customs action;

• Port congestion;

• Transportation shortages;

• Carrier interruption;

• Labor disputes;

• Power or network failures; and

• Public-health emergencies.

We will make reasonable efforts to communicate known material delays and assist with available carrier information.

This section does not exclude any mandatory consumer right or legal obligation.

25. Contact Information

For shipping, tracking, address, or delivery assistance, contact:

Vorxenalia
Operated by: Brenvald Hongkong Limited
Email: support@vorxenalia.com
Phone: +1 (775) 402-8941
Company Address: RM 2105 TREND CTR, 29–31 CHEUNG LEE ST, CHAI WAN, HONG KONG

When contacting us, include your order number and the email address used during checkout.

The company address above is provided for business correspondence and is not automatically an authorized return address. Contact us before returning any product.