Shipping Policy

Last Updated: June 2026

Thank you for shopping with Xormeva. We aim to provide a reliable delivery experience for products in our Pet Travel, Pet Care, and Pet Toys collections.

This policy explains how orders are processed, how shipping fees and delivery estimates are calculated, how tracking works, and what customers should do when a delivery issue occurs.

1. Order Preparation

After an order has been successfully placed and payment has been authorized, it enters our fulfillment process.

Standard order preparation, inspection, packing, and dispatch usually require approximately 3 business days.

Orders submitted on weekends or recognized public holidays will normally begin processing on the next business day.

Processing time is separate from the estimated shipping time.

2. International Shipping Fees and Delivery Estimates

Xormeva offers delivery to customers in multiple countries and regions.

Our standard international shipping fee is USD $5.99.

Once an order has been dispatched, international transportation generally takes approximately 10 to 20 business days, depending on the destination and local delivery conditions.

The final shipping charge will be displayed during checkout before payment is completed.

3. Possible Delivery Delays

We make reasonable efforts to dispatch and deliver orders within the stated estimates. However, international shipments may be delayed by circumstances outside our direct control.

Possible causes include:

  • Customs inspections
  • Import-clearance procedures
  • Severe weather
  • Public holidays
  • Carrier congestion
  • Transportation disruptions
  • Regional emergencies
  • Incorrect or incomplete delivery details
  • Delays within local postal networks

We appreciate your patience when a carrier or government authority causes an unexpected delay.

4. Tracking Your Shipment

After your parcel has been transferred to the shipping carrier, a shipment-confirmation email will be sent to the address entered during checkout.

This notification should include an individual tracking number.

You may use the tracking number on the relevant carrier website or through a recognized international parcel-tracking platform.

Please allow approximately 24 to 72 hours after dispatch for the first tracking event to appear. Carrier systems may require additional time to register and synchronize shipment data.

5. Orders Shipped in Separate Parcels

An order containing several products may be fulfilled from more than one warehouse, distribution center, or manufacturing facility.

To avoid holding the entire order until every item is available at one location, we may dispatch products separately.

When an order is divided:

  • Each parcel may have its own tracking number
  • Packages may be shipped on different dates
  • Individual parcels may arrive at different times
  • No additional standard shipping fee will normally be charged solely because the order was divided

Receiving only part of an order does not necessarily mean that the remaining products are missing.

6. Order Changes and Cancellation Requests

Requests to change an order should be submitted within 12 hours of purchase.

You may request corrections to:

  • The recipient’s name
  • Shipping address
  • Telephone number
  • Product variation
  • Color
  • Size
  • Quantity

Email support@xormeva.com and include:

  • Your order number
  • The email address used during checkout
  • A clear description of the requested amendment

We will make reasonable efforts to process the request. However, changes and cancellations cannot be guaranteed after an order has entered warehouse preparation, packing, or carrier processing.

Once a parcel has been dispatched, we are generally unable to change or recall it.

7. Failed Delivery Attempts

When a delivery cannot be completed, the carrier may:

  • Leave a delivery notice
  • Attempt delivery again
  • Hold the package at a local post office or collection facility
  • Request that the recipient arrange collection or redelivery

Customers are responsible for reviewing tracking updates and following the carrier’s instructions.

Xormeva is not responsible for packages returned because of:

  • An incorrect or incomplete address
  • Failure to respond to the carrier
  • Failure to collect the parcel
  • Repeated unsuccessful delivery attempts
  • Refusal by the recipient
  • Missing or inaccurate contact information

If a parcel is returned to the sender, any reshipment or refund request will be reviewed individually. Additional shipping or handling fees may apply.

8. Tracking That Has Not Updated

It is common for international tracking to remain unchanged for several days while a parcel moves between logistics facilities, crosses borders, or undergoes customs processing.

Please use the following guidance:

Tracking updated within the last 7 days

When the tracking history shows activity during the previous seven days, the shipment is generally still moving through the carrier network.

No tracking movement for more than 7 consecutive days

When no new event has appeared for over seven consecutive days, email support@xormeva.com with your order number and checkout email address.

Our support team may submit an inquiry to the carrier or logistics provider. Carrier investigations may require additional time to complete.

9. Lost and Missing Shipments

Package confirmed lost in transit

If the carrier or logistics provider officially confirms that a package was lost before delivery, Xormeva will arrange a replacement shipment at no additional product cost.

Depending on product availability or the circumstances of the claim, another appropriate resolution may be offered.

Package marked as delivered

Our delivery obligation is generally considered completed when the carrier records the parcel as delivered to the address supplied during checkout.

If the tracking page shows “Delivered” but the package cannot be found, please:

  • Check around the delivery location
  • Ask household members
  • Contact neighbors
  • Speak with building reception or management
  • Review any safe-place delivery areas
  • Contact the local carrier for delivery details

Xormeva does not generally provide refunds or replacements for parcels reported stolen or missing after the carrier has confirmed successful delivery.

However, customers may contact our support team so that available tracking information can be reviewed.

10. Fulfillment Locations

Xormeva serves customers through an international fulfillment network.

Depending on inventory availability and the delivery destination, an order may be shipped from:

  • A regional warehouse
  • An international distribution center
  • A third-party fulfillment facility
  • An approved manufacturing partner

Products may therefore be dispatched directly from different countries or regions.

The shipment origin does not change the product price already confirmed at checkout, although customers may remain responsible for destination-country taxes or customs charges.

If we determine that delivery to a particular destination is unavailable, we will contact the customer and issue an appropriate refund.

11. Customs Duties, Taxes, and Import Charges

Product prices and standard shipping fees may not include customs duties, import taxes, value-added tax, brokerage fees, clearance charges, or similar government assessments imposed by the destination country.

Unless applicable law or the checkout page states otherwise, these charges are the customer’s responsibility.

Xormeva does not control:

  • Whether customs charges will be imposed
  • The amount charged
  • How long customs clearance will take
  • The collection methods used by local authorities or carriers

Customers should consult the relevant customs authority before ordering when they require information about possible import costs.

Refusing to pay applicable duties or taxes may result in the package being delayed, abandoned, destroyed, or returned. Any refund request in such circumstances will be reviewed after deducting recoverable shipping, handling, customs, or return expenses where permitted.

12. Customer Responsibility for Delivery Information

Customers must ensure that all shipping information submitted during checkout is complete and accurate.

This includes:

  • Recipient name
  • Street address
  • Apartment, unit, or building number
  • City and region
  • Postal code
  • Country
  • Telephone number
  • Email address

Xormeva is not responsible for misdelivery, delay, loss, or return-to-sender events caused by inaccurate or incomplete information provided by the customer.

Customers should contact support immediately when an error is discovered, although corrections cannot be guaranteed after processing begins.

13. Shipping Estimates and Service Limitations

All processing and transportation periods published by Xormeva are good-faith estimates.

They do not represent guaranteed delivery dates and should not be interpreted as legally binding commitments.

Xormeva is not responsible for delays caused by carriers, customs authorities, severe weather, government action, labor disruptions, transportation restrictions, natural disasters, or other events outside our reasonable control.

Nothing in this policy limits any mandatory consumer right that cannot legally be excluded.

14. Contact Xormeva

For questions about shipping, tracking, delivery, or an active order, contact our customer service team.

Please include your order number and the email address used at checkout to help us respond efficiently.

Brand Name: Xormeva

Operating Company: LUYA INDUSTRY LIMITED

Support Email: support@xormeva.com

Customer Service Telephone: +1 (463) 270-4749

Registered Address: Flat 801, 4/F, Kaiser Estate Phase 2, No. 47-53 Man Yue Street, Hung Hom, Kowloon, Hong Kong