Shipping policy

Shipping Policy

Last updated: August 8, 2026

1. General and Availability

AuroraeGlass ships to supported destinations worldwide. All orders are subject to product and carrier availability. We make reasonable efforts to keep availability accurate, but an item can occasionally become unavailable after an order is placed.

If we cannot fulfill an item, we will contact you. Depending on the situation, you may choose to wait for restock, select an available alternative, or receive a refund for the unavailable item. Available items in the same order may be dispatched separately when appropriate.

A destination must be covered by an active Shopify Market and an applicable shipping rate before checkout can be completed. The countries and services currently available for your address are shown at checkout.

2. Shipping Costs

Standard shipping is free on every order to supported destinations. Any optional expedited, special-handling, customs, duties, or import charges shown at checkout are not part of the free-standard-shipping offer.

3. Delivery Terms

3.1 Shipping Time

The estimated delivery time is 10–15 calendar days after order placement. This estimate is not a guaranteed delivery date.

Transit estimates are not guarantees. Customs clearance, carrier disruption, weather, remote-area delivery, public holidays, and other conditions outside our reasonable control may affect the arrival date.

3.2 Delivery Address Changes

Contact us through our Contact page as soon as possible if the delivery address needs to be changed. We can update an address only before the parcel is dispatched. After dispatch, any change depends on the carrier and may not be possible.

3.3 Out-of-Stock Items

If an item is unavailable, we will contact you about waiting for restock, selecting an alternative, or receiving a refund for the unavailable item. We will not silently substitute a different product.

3.4 Delivery Estimate Exceeded

If an order is past the estimated delivery window, contact us with the order number. We will review the tracking and open an investigation with the carrier when appropriate.

4. Tracking Notifications

After dispatch, we will send a tracking link when the carrier provides tracking. Tracking scans can take time to appear or update after the parcel is handed to the carrier. The carrier's tracking page is the most current source of transit information.

5. Parcels Damaged in Transit or Incorrect Items

If a parcel appears seriously damaged at delivery, you may refuse it when the carrier permits. If it has already been delivered, inspect the product promptly and contact us as soon as possible.

Provide the order number and clear photographs of the product, outer packaging, internal protective packaging, and shipping label. Keep all original packaging until we confirm the next step. We will assess the issue and, when appropriate, arrange replacement parts, a replacement, or another remedy required by applicable law. Do not return an item before receiving return instructions.

6. Delayed Orders and Cancellation Requests

If manufacturing, quality control, or shipping causes a material delay, we will work with you on an appropriate solution. Depending on the order status, this may include continuing with the order, choosing an available alternative, or cancelling an item that has not entered processing or been dispatched.

An unfulfilled order can be cancelled within 1 hour after it is placed. Contact us immediately through the Contact page with the order number. After the 1-hour window, a cancellation or order change cannot be guaranteed; cancellation is not possible after dispatch. After delivery, an eligible order can be handled under our Return and Refund Policy.

7. Taxes, Duties, and Import Charges

Taxes, duties, or import charges are collected by AuroraeGlass only when they are clearly shown at checkout. If they are not shown and collected at checkout, the recipient may be responsible for charges assessed by the destination country's customs or tax authority. We do not advertise duty-paid delivery unless checkout expressly states that duties are included.

8. Incorrect or Incomplete Addresses

Please check the delivery address before submitting the order. AuroraeGlass is not responsible for delays or additional carrier charges caused by an incorrect or incomplete address supplied by the customer, although we will make reasonable efforts to help before dispatch.