Shipping Policy — Duvela

Thank you for shopping with Rylo. This policy explains how order processing, shipping, and delivery work for purchases made on duvela.com.

1. Order Processing Time

• Orders are typically processed within 1–2 business days after payment is confirmed.
• Processing time refers to the time it takes us to prepare and hand off your order to our fulfillment partner — it is separate from shipping/transit time.
• Orders are not processed on weekends or public holidays.
• During high-demand periods (sales, holidays), processing may take slightly longer. We'll notify you by email if there's a significant delay.

2. Shipping Times

Duvela works with fulfillment partners to ship products directly to customers, so shipping times can vary depending on the product, the supplier's location, and your delivery address.

• Estimated shipping time (US orders): 3–5 business days from the date of dispatch.
• Some items may arrive sooner; others, particularly items shipped internationally to fulfill your order, may take longer.
• Shipping times shown at checkout are estimates, not guarantees. Delays caused by customs processing, carrier disruptions, weather, or high shipping volume are outside our control.

3. Shipping Costs

• Shipping costs are calculated at checkout based on your order and delivery address.
• We periodically offer free or discounted shipping promotions, which will be clearly shown at checkout when active.

4. Order Tracking

• Once your order ships, you'll receive a confirmation email with tracking information.
• Tracking updates may take 2 days to begin reflecting movement after you receive your tracking number, particularly for international shipments — this is normal and not a sign your order is lost.
• If your tracking hasn't updated after 10 business days, contact us and we'll look into it on your behalf.

5. Multiple Items, Multiple Packages

If you order more than one item, they may ship separately and arrive on different days, since items can come from different fulfillment locations. You will not be charged extra for split shipments, and each package will have its own tracking number where applicable.

6. Customs, Duties & Taxes (International Shipments)

• For orders shipped internationally (outside the country of origin of the product), the recipient may be responsible for customs duties, import taxes, or fees charged by their local customs authority.
• These charges are determined by your country's customs office and are not included in your order total or shipping cost. Duvela has no control over these fees and cannot predict their amount.
• Refusal to pay customs charges resulting in a returned or abandoned package may not be eligible for a refund of shipping costs.

7. Incorrect Shipping Information

Please double-check your shipping address before completing your order. Duvela is not responsible for orders delayed, misdelivered, or lost due to an incorrect or incomplete address provided at checkout. If you notice an error shortly after ordering, contact us immediately — we'll do our best to correct it before the order ships, but cannot guarantee changes once processing has begun.

8. Lost, Delayed, or Damaged Packages

• If your order hasn't arrived within the estimated shipping window, contact us at rylo.customer@outlook.com with your order number and we'll investigate with the carrier.
• If a package is confirmed lost in transit, we will offer a replacement or refund at our discretion, once the carrier confirms the loss.
• If your order arrives damaged, please contact us within 48 hours of delivery with photos of the damaged item and packaging so we can resolve it quickly.

9. Undeliverable / Returned Packages

If a package is returned to sender due to an incorrect address, failure to claim it, or refused customs charges, we will contact you to arrange reshipment (additional shipping charges may apply) or issue a partial refund excluding original shipping costs, at our discretion.

10. Questions

For any shipping-related questions, reach out to us at rylo.customer@outlook.com with your order number, and we'll get back to you as soon as possible.