SHIPPING AND DELIVERY POLICY

Store Name: Heatlume
Effective Date: August 15, 2026

This Shipping and Delivery Policy explains how Heatlume prepares, dispatches, tracks, and delivers customer orders. Please review this policy before completing a purchase.

ORDER PREPARATION AND DISPATCH

Heatlume generally requires 7–15 calendar days after payment confirmation to prepare and dispatch an order.

This period may include:

• Payment and order verification;
• Product allocation and preparation;
• Quality inspection;
• Packaging;
• Shipping-label creation; and
• Transfer of the package to the applicable carrier.

The preparation period begins after payment has been successfully confirmed. If additional information is required to verify an order or delivery address, processing may begin or continue after the necessary information has been received.

During public holidays, periods of high order volume, product-supply changes, or other exceptional circumstances, additional preparation time may be required. If a significant issue prevents us from fulfilling an order, we will contact the customer using the details provided with the order.

SHIPPING AND TRANSIT TIME

After an order has been dispatched, its transportation time will depend on the actual circumstances of the shipment.

Heatlume does not guarantee a fixed number of days for international or domestic transit. Shipping time may vary because of:

• The destination country or region;
• The selected shipping method;
• Carrier capacity and operating schedules;
• Customs inspection and clearance;
• Public holidays and peak delivery periods;
• Weather conditions;
• Local postal or delivery arrangements;
• Transportation disruptions;
• Security inspections;
• Remote-area delivery requirements; or
• Other events outside our reasonable control.

The carrier’s tracking information and the actual movement of the package will be used to determine the shipment’s current status.

ESTIMATED DELIVERY DATE

Any delivery date displayed at checkout, included in an order notification, or shown on a tracking page is an estimate only.

The final delivery date is subject to the actual carrier schedule, customs processing, destination conditions, and the circumstances of the individual shipment. Estimated delivery dates do not constitute a guaranteed arrival date.

This provision does not limit any delivery, cancellation, or refund rights that customers may have under applicable law.

SHIPPING METHODS

Depending on the product, destination, and services available at checkout, Heatlume may offer:

• Standard Shipping;
• Free Shipping;
• VIP Express Shipping.

Available options and any applicable charges will be displayed at checkout.

Selecting an expedited shipping method may shorten the carrier’s expected transit time, but it does not eliminate the normal 7–15-day order preparation and dispatch period, customs processing, or delays outside our reasonable control.

SHIPPING FEES

Unless a different rate is displayed at checkout, our standard shipping rates are:

• Orders of $60.00 or more: Free standard shipping;
• Orders from $0.00 to $59.99: $5.99 standard shipping fee.

If VIP Express Shipping is available, its cost will be shown at checkout before payment.

Free-shipping eligibility is generally calculated using the order subtotal after discounts and before applicable taxes, customs duties, or other separately charged fees, unless otherwise stated at checkout.

MULTIPLE PACKAGES

An order containing multiple products may be fulfilled from different locations or divided into separate packages.

If an order is split, the packages may be dispatched and delivered at different times. Separate tracking numbers may be provided where available.

A partial delivery does not necessarily mean that the remaining products are missing or canceled. Please review all available tracking information before contacting us.

TRACKING INFORMATION

When tracking is available, we will send a shipping confirmation to the email address provided with the order.

Tracking information may take several days to become active after a shipping label is created or the package is transferred to the carrier. A temporary absence of tracking updates does not necessarily mean the shipment has been lost or has stopped moving.

Customers are responsible for providing a valid email address and checking spam or junk-mail folders for order notifications.

DELIVERY ADDRESS

Customers must provide complete and accurate delivery information, including:

• Recipient’s full name;
• Street address;
• Apartment, suite, or unit number, where applicable;
• City, state, or province;
• Postal or ZIP code;
• Country;
• Telephone number; and
• Email address.

Please review the delivery information carefully before submitting an order.

If you notice an error, contact spbgvpwlm@outlook.com immediately. We will try to update the address, but changes cannot be guaranteed after the order has entered preparation or has been transferred to a carrier.

Heatlume is not responsible for a failed delivery resulting from an incorrect, incomplete, or outdated address supplied by the customer.

If a package is returned to the sender because of an address problem, refusal, unsuccessful delivery attempt, or failure to collect the package, additional shipping costs may apply before reshipment. Any refund request will be reviewed according to the circumstances and our Return and Refund Policy.

CUSTOMS, TAXES, AND IMPORT FEES

Some Heatlume products may be prepared or shipped from international fulfillment locations.

International shipments may be inspected by customs authorities and may be subject to import duties, taxes, brokerage charges, or other fees imposed by the destination country.

Unless these charges are expressly collected at checkout or applicable law requires otherwise, the recipient is responsible for fees imposed directly by customs authorities, government agencies, carriers, or local service providers.

Customs clearance times are outside our direct control. A package held for customs review may take longer to arrive than an initial delivery estimate.

DELAYED SHIPMENTS

If tracking shows that a package remains in transit, please allow the carrier reasonable time to complete delivery.

Heatlume will assist with reviewing materially delayed shipments and may contact the carrier or fulfillment provider when appropriate.

A temporary carrier, customs, or local-delivery delay does not automatically qualify an order for an immediate refund while the package remains in active transit, except where applicable law provides otherwise.

If an order cannot be dispatched within a materially extended timeframe, we will provide notice and any options required under applicable law.

LOST PACKAGES

If the available tracking information indicates that a package may have been lost, please contact us at spbgvpwlm@outlook.com.

We may request:

• Your order number;
• The complete delivery address;
• The tracking number;
• Confirmation of any communication with the carrier; and
• Other information reasonably required to investigate the shipment.

If the carrier or fulfillment provider confirms that the package was lost in transit, Heatlume may offer a replacement, refund, or another appropriate resolution based on the circumstances and applicable law.

DAMAGED SHIPMENTS

If a package arrives visibly damaged, photograph the package before opening it. Please retain the shipping box, shipping label, product packaging, and damaged product during our review.

Contact spbgvpwlm@outlook.com within 5 days after delivery and provide:

• Your order number;
• Photographs of the external package;
• A clear photograph of the shipping label;
• Photographs or video showing the damage; and
• A brief description of the problem.

Reporting damage promptly helps us investigate the issue with the carrier. The five-day reporting request does not limit any mandatory consumer rights available under applicable law.

If the damage is confirmed, Heatlume may provide a replacement, refund, or another appropriate solution.

PACKAGES MARKED AS DELIVERED

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

1. Confirm the delivery address on the order;
2. Check entrances, mailrooms, porches, and other safe delivery locations;
3. Ask household members, neighbors, reception staff, or building management;
4. Allow up to 48 hours in case the carrier updated tracking before completing final delivery;
5. Contact the carrier for available delivery details.

If the package is still missing, contact us with your order and tracking information. We will assist with reviewing the shipment.

The resolution will depend on the carrier’s investigation, delivery evidence, order circumstances, and applicable law.

CUSTOMER-ARRANGED SHIPPING

When Heatlume selects and arranges the shipping service, we will assist with valid claims involving packages confirmed lost or damaged during transportation.

If a customer independently selects a carrier, freight forwarder, parcel-consolidation company, forwarding warehouse, or reshipping address, responsibility for the package after delivery to that provider may rest with the customer or the independently selected provider, to the extent permitted by law.

RETURN SHIPPING

Return transportation is handled separately from the original delivery.

If Heatlume agrees to accept a return for personal preference or another non-quality reason, the customer will generally be responsible for return shipping costs.

If Heatlume confirms that a product was damaged, defective, or incorrectly supplied, we will provide an appropriate resolution. When a physical return is required because of our error, we will cover reasonable return shipping costs.

Please review our Return and Refund Policy and obtain authorization before returning any product.

CONTACT US

For questions about order preparation, shipping charges, tracking, customs, delivery delays, lost packages, or damaged shipments, please contact:

Store Name: Heatlume
Website: heatlume.com
Email: spbgvpwlm@outlook.com