Shipping Policy

Omeluz™ is owned and operated by Guangzhou Dongkai Trading Co., Ltd.

Business Address: Room 202, No. 9 Tianpingjia 2nd Lane, Tianhe District, Guangzhou | Legal Representative: Feng Jingyuan | Customer Support Email: service@omeluz.com

1. Delivery Overview

Omeluz™ aims to provide clear delivery information and practical assistance when a shipment does not progress as expected.

Our estimated shipping transit time is 3–7 days after dispatch. This is an estimate rather than a guarantee of delivery on a specific date.

Actual delivery may be affected by the destination, carrier operations, severe weather, public holidays, customs procedures where applicable, address accuracy, and other circumstances outside our reasonable control.

2. Order Processing Before Dispatch

Order preparation takes place before the shipping transit period begins. The 3–7 day estimate applies after dispatch and does not represent the total time from order submission to delivery.

Processing duration may depend on the product, availability, and fulfillment arrangements. Where a product-specific or order-specific processing estimate is provided, customers should consult that information.

If the expected dispatch timing is unclear, customers may contact service@omeluz.com for clarification.

We aim to communicate material fulfillment delays when they become apparent and when sufficient information is available.

3. Shipping Charges

Any applicable shipping charge and available shipping offer should be clearly displayed in the order summary before an order is confirmed.

The applicable charge may depend on the actual shipping arrangements for the order. Customers should review the information displayed for their delivery destination and selected items.

If the shipping charge is missing, unclear, or inconsistent with the information presented elsewhere on the website, please contact customer service before confirming the order.

Any shipping offer should be applied according to its clearly stated conditions. The shipping information displayed for an order should remain consistent with the store's actual shipping configuration.

4. Fulfillment and Dispatch Origin

The location from which an order is dispatched may depend on product availability and the fulfillment arrangements used for the item.

We do not promise that every product is dispatched from a particular local warehouse unless that information is expressly confirmed in the relevant product or order details.

If the dispatch origin is important to your decision, contact our support team before placing an order to ask whether specific information is available.

The business address displayed at the beginning of this page identifies the website operator. It is not, by itself, confirmation of the warehouse from which an order will be dispatched.

5. Shipping Confirmation and Tracking

When carrier tracking information becomes available, it should be provided through the relevant shipping confirmation or order communication.

Tracking updates may not appear immediately after dispatch because a carrier may need time to register or scan the parcel. A temporary lack of updates does not, by itself, establish that a parcel has been lost.

Customers should check the available tracking information and contact us if the tracking record remains unchanged for an extended period or does not reasonably correspond with the delivery progress.

6. Delivery Delays

Unexpected events may affect delivery estimates, including severe weather, carrier congestion, customs inspection, local delivery restrictions, or inaccurate delivery information.

If your shipment appears delayed, contact service@omeluz.com with your order number and tracking reference, if available.

We will review the information available to us and provide assistance where reasonably possible. If an investigation with the carrier is appropriate, additional time may be required to obtain an update.

Customers should ensure that their delivery details are accurate. If an address needs to be corrected after an order is submitted, contact us immediately. A change may not be possible after dispatch.

7. Missing or Apparently Lost Parcels

If your parcel has not arrived within a reasonable period, appears to be lost, or has tracking information that cannot be reconciled with the actual delivery, contact our customer service team.

Please include your order number, the tracking reference if available, and a brief description of the issue.

We may review available carrier records and request reasonable supporting information to investigate the circumstances.

A tracking status marked as “Delivered” will not automatically prevent review of a missing-parcel report. We will assess the available information and determine the appropriate next steps in accordance with applicable law.

8. Damaged or Incorrect Deliveries

If an item arrives damaged, defective, incorrect, or materially different from its description, contact us promptly.

Please provide the order number, a description of the issue, and photographs of the item and packaging where available. Retain relevant packaging and shipment information while the matter is being reviewed, unless doing so would create a safety risk.

We will assess the circumstances and explain the available return, replacement, or refund options as appropriate.

Where the issue is attributable to the seller, we will provide an appropriate solution without requiring the customer to bear additional return costs, subject to applicable law.