物流政策
SYLOREN Shipping and Delivery Policy
**Effective Date: March 27, 2026**
**Last Updated: March 27, 2026**
Thank you for choosing SYLOREN.
SYLOREN provides **free standard worldwide shipping** to all countries and regions currently supported by our delivery partners. Each customized preserved-flower frame must go through order review, customization confirmation, material preparation, handmade production, quality inspection, packaging, and international shipping.
Please read this Shipping and Delivery Policy carefully before placing your order. It explains our order-processing time, production time, delivery estimates, customs responsibilities, tracking procedures, and how shipping issues are handled.
---
1. Free Worldwide Standard Shipping
SYLOREN offers:
**Free standard worldwide shipping.**
Free shipping applies to orders delivered to countries and regions currently supported by our shipping network. Customers are not charged an additional fee for standard international shipping at checkout.
Free standard shipping does not include:
* Import duties charged by the destination country or region;
* Value-added tax, sales tax, or consumption tax;
* Customs handling or brokerage fees;
* Address correction fees caused by incorrect customer information;
* Redelivery fees caused by refusal, failed delivery, or failure to collect a parcel;
* Reshipping fees after a parcel is returned for reasons attributable to the customer;
* Expedited shipping requested by the customer;
* Other fees charged by customs authorities, local governments, or third-party logistics providers.
If expedited shipping becomes available, the applicable fee will be shown separately at checkout. Orders using standard shipping will remain eligible for free delivery.
---
2. Shipping Coverage
We aim to deliver SYLOREN products to customers worldwide. However, actual availability may depend on international shipping routes, local regulations, customs rules, air-transport restrictions, and regional security conditions.
We may be unable to ship to certain destinations, including:
* Areas not currently served by our shipping partners;
* Regions affected by war, conflict, or major natural disasters;
* Countries or regions subject to international transport restrictions;
* Destinations where normal customs clearance is unavailable;
* Remote areas without reliable tracking or delivery coverage;
* Addresses that cannot be safely served by the local carrier;
* Certain post office boxes, military addresses, or institutional addresses.
If your address is not serviceable, we will contact you during the order-review stage and may ask you to provide an alternative address or cancel the order.
If we cancel an order because no suitable shipping route is available, the applicable payment will be refunded to the original payment method.
---
3. Order Processing and Estimated Timeline
Because SYLOREN products are personalized and made to order, each item must be individually prepared according to the customer’s submitted information.
The estimated timeline is as follows.
3.1 Order Confirmation
Order confirmation normally takes:
**1 to 2 business days.**
During this period, we may review:
* Whether payment has been successfully completed;
* Whether the delivery information is complete;
* Whether all customization details have been submitted;
* Whether names, dates, wording, and color selections are correct;
* Whether photographs or reference materials are sufficiently clear;
* Whether the selected size, frame, and design can be produced;
* Whether the destination is currently serviceable.
If the customization information is incomplete or unsuitable for production, we may contact you by email, telephone, or another available method to request additional information.
Time spent waiting for the customer to provide missing information, replace photographs, or approve a design is not included in the standard processing period.
3.2 Production Time
After the order has been confirmed, the estimated production time is:
**3 to 5 business days.**
Production may include:
* Selecting floral materials;
* Preparing the frame and other components;
* Creating the customized layout;
* Handmade production;
* Final adjustments;
* Quality inspection;
* Protective packaging.
Production may take longer during public holidays, peak-order periods, special customization requests, temporary material shortages, or where repeated revisions are required.
3.3 International Shipping Time
After the order has been dispatched, the estimated shipping time is:
**7 to 15 business days.**
Shipping time begins when the carrier formally accepts the parcel and valid tracking information becomes available.
Shipping time does not include:
* Order confirmation time;
* Production time;
* Time spent waiting for customer information;
* Time spent waiting for design approval;
* Extended customs inspections or customs holds;
* Delays caused by the customer.
3.4 Total Estimated Delivery Period
From successful order submission to final delivery, the total estimated period is generally:
**25 to 30 calendar days.**
This estimate may include order confirmation, customer communication, material preparation, handmade production, quality inspection, packaging, weekends, public holidays, international transportation, and customs processing.
All timelines are estimates under normal circumstances and do not constitute a guaranteed dispatch or delivery date.
---
4. Definition of Business Days
For the purposes of this Policy, “business days” generally exclude:
* Saturdays;
* Sundays;
* Public holidays in mainland China and Hong Kong;
* Public holidays in the destination country;
* Dates when international carriers suspend operations.
Orders submitted during weekends or public holidays will generally begin processing on the next business day.
---
5. Order Confirmation and Customization Information
To avoid delays, please ensure that the following information is complete and accurate when placing your order:
* Recipient’s full name;
* Telephone number;
* Email address;
* Country or region;
* State, province, or city;
* Postal or ZIP code;
* Full street address and building number;
* Apartment, floor, suite, or unit number;
* Names, dates, wording, and other customization details;
* Clear photographs or reference materials;
* Selected color, dimensions, and frame style.
If required information is missing, we may pause processing until the necessary details are received.
Delays caused by the customer’s failure to provide information, respond to emails, approve a design, or limit repeated revision requests are not included in our standard production or delivery timeline.
---
6. Dispatch Locations
SYLOREN products may be shipped from:
* An authorized production facility in China;
* An international fulfillment warehouse in China;
* Another authorized production or fulfillment location used by our partners.
The actual dispatch location may vary depending on the product style, material availability, customer destination, and available shipping route.
Orders may be packed and dispatched by SYLOREN’s production partners, warehouse providers, or international logistics providers.
---
7. Shipping Methods
We will select an appropriate standard shipping method according to the destination, product dimensions, packaging requirements, and available logistics routes.
Shipping methods may include:
* International special-line services;
* International postal services;
* Commercial courier services;
* Local partner logistics routes;
* Other trackable international delivery methods.
For free standard shipping orders, the carrier is selected by SYLOREN based on the circumstances of the order. Customers generally cannot choose a specific carrier.
If you require a particular carrier or expedited delivery, please contact us before the order enters production or dispatch. Additional charges may apply.
---
8. Tracking Information
After your order has been dispatched, we will make reasonable efforts to provide a tracking number by email, through the order page, or by another available communication method.
Tracking information may require:
**2 to 7 business days**
to display its first update or appear in the destination country’s tracking system.
During international transit, tracking may temporarily stop updating while the parcel is:
* In international transit;
* Waiting for a flight;
* Entering customs;
* Under customs inspection;
* Being transferred to a local carrier;
* Waiting for the local tracking system to update.
A temporary lack of tracking updates does not necessarily mean that the parcel has been lost.
If the tracking status has not changed for an extended period, please contact us and we will assist with an inquiry.
---
9. Address Accuracy
Customers are responsible for providing a complete, accurate, and deliverable address.
Please carefully check:
* The recipient’s full name;
* Country or region;
* State, province, and city;
* Street name and building number;
* Apartment, unit, suite, or floor number;
* Postal or ZIP code;
* A working telephone number;
* Whether the address can receive international parcels.
Before Dispatch
If you discover an address error, please contact us as soon as possible.
If the order has not yet been dispatched, we will make reasonable efforts to update the information, but we cannot guarantee that all address changes can be completed in time.
After Dispatch
Once the order has been dispatched, we cannot guarantee that the delivery address can be changed.
Some carriers may allow an address correction, but an address-change fee, redelivery fee, or other charge may apply. Such fees are the customer’s responsibility.
Delays, returns, losses, or delivery failures caused by incorrect or incomplete customer-provided addresses will generally not be considered the responsibility of SYLOREN.
---
10. Delivery and Receipt
International parcels may be delivered by a local postal service or third-party carrier in the destination country.
Depending on local delivery practices, the parcel may be:
* Placed in a mailbox;
* Left on a porch or in a designated safe location;
* Delivered to a reception desk or property-management office;
* Accepted by a family member, coworker, or neighbor;
* Delivered to a nearby collection point;
* Delivered with signature confirmation;
* Collected using proof of identity.
Customers are responsible for monitoring tracking information and cooperating with the local carrier when collection or delivery action is required.
If repeated delivery attempts are unsuccessful, the parcel may be held at a collection point or returned to the dispatch warehouse.
---
11. Failed Delivery and Uncollected Parcels
If the carrier cannot complete delivery, the customer may need to:
* Contact the local carrier;
* Schedule a new delivery;
* Collect the parcel from a post office or pickup point;
* Provide additional address details or identification;
* Pay any redelivery charge required by the local carrier.
If a parcel is returned because of any of the following circumstances, the customer may be responsible for the cost of reshipping:
* No one was available after repeated delivery attempts;
* The customer failed to collect the parcel;
* The customer could not be contacted;
* An incorrect telephone number was provided;
* The address was incomplete;
* The recipient refused delivery;
* The customer failed to complete identity verification required by the local carrier.
Because each product is customized, a parcel returned for reasons attributable to the customer does not automatically qualify for a refund.
---
12. Refused Parcels
Refusing delivery after dispatch does not constitute a valid order cancellation.
The customer may be responsible for charges caused by refusal, including:
* Return shipping costs;
* Storage fees;
* Customs charges;
* Original transportation costs;
* Redelivery fees;
* Repackaging costs;
* Losses where the parcel cannot be returned.
Because the product is customized, a returned parcel may still be ineligible for a refund.
If you have concerns about your order, please contact us before refusing delivery.
---
13. Customs Duties, Import Taxes, and Other Charges
Although SYLOREN provides free worldwide standard shipping, free shipping only covers the normal standard transportation cost.
It does not include charges that may be imposed by the destination country or region, such as:
* Import duties;
* Value-added tax;
* Sales tax;
* Consumption tax;
* Customs handling fees;
* Customs brokerage fees;
* Local carrier service charges;
* Other government or third-party fees.
Unless expressly stated at checkout, these charges are the responsibility of the recipient.
SYLOREN does not control and cannot accurately predict the taxes or duties applied by each country or region.
Customers should review the import rules and possible charges applicable to their destination before placing an order.
---
14. Customs Clearance
International orders may be inspected by the customs authority in the destination country or region.
Customs may require the customer to provide:
* Proof of identity;
* Proof of payment;
* A description of the product’s intended use;
* A tax identification number;
* Import declarations;
* Other documents required for clearance.
Customers are responsible for cooperating with customs and completing the required procedures within a reasonable time.
A parcel that is held, returned, destroyed, or lost because the customer refused to provide documents, refused to pay duties, or failed to complete customs clearance will generally not qualify for a refund.
Customs processing times are outside SYLOREN’s control and are not included in the standard shipping estimate.
---
15. Shipping Delays
International shipping may be affected by circumstances including:
* Customs inspections;
* Flight changes;
* Limited air-cargo capacity;
* Port congestion;
* Public holidays;
* Peak shopping seasons;
* Severe weather;
* Natural disasters;
* Strikes;
* War or regional conflict;
* Public health emergencies;
* Government policy changes;
* Local delivery disruptions;
* Other events beyond our reasonable control.
If the order remains within the stated estimated timeline, we generally do not accept cancellation or refund requests solely because the customer considers the waiting time too long.
If the order has not yet been dispatched and is expected to materially exceed our stated dispatch period, we will make reasonable efforts to inform the customer and provide a revised estimated date.
Depending on the circumstances and applicable law, the customer may agree to the revised date or cancel an eligible undelivered order.
---
16. Orders for Holidays and Special Dates
SYLOREN products are often purchased for birthdays, weddings, anniversaries, graduations, holidays, and other important occasions.
If you need your order before a specific date, we recommend placing the order at least:
**30 to 45 calendar days in advance.**
Unless we expressly confirm otherwise in writing, estimated delivery times do not guarantee arrival before:
* A birthday;
* A wedding;
* An anniversary;
* Christmas;
* Valentine’s Day;
* Mother’s Day;
* A graduation ceremony;
* Any other personal event or public holiday.
A delivery that arrives after a special date because the customer placed the order too late will generally not be treated as a product defect or shipping-compensation claim.
---
17. Tracking Shows Delivered, but the Parcel Is Missing
If the tracking record shows that the parcel has been delivered but you cannot locate it, please first check:
* The mailbox;
* Porch or entrance area;
* Garage or side entrance;
* Reception desk or property-management office;
* Workplace mailroom;
* Whether a family member or coworker accepted it;
* Whether a neighbor accepted it;
* The local post office or collection point;
* Any delivery photograph or proof of delivery provided by the carrier.
Some carriers may update a parcel as “delivered” shortly before the actual delivery. We recommend waiting 1 to 2 business days and checking again.
If you still cannot locate the parcel, please contact the local carrier and send us the result of your inquiry.
We will assist with the investigation, but the customer may be required to provide:
* A signed non-receipt declaration;
* Local carrier inquiry records;
* A statement from reception or building management;
* Proof of identity;
* Other documents required by the carrier.
---
18. Parcels Suspected to Be Lost
If tracking has not updated for an extended period or the parcel appears to be lost, please contact us to request an investigation.
A parcel will be treated as confirmed lost only when:
* The shipping provider formally confirms the loss;
* The carrier’s investigation confirms that delivery cannot be completed;
* The tracking record remains abnormal beyond a reasonable investigation period;
* We determine from the carrier’s information that the parcel cannot be delivered.
Once a parcel is confirmed lost, we may provide:
* Free reproduction;
* Free replacement shipment;
* A refund;
* Another reasonable solution.
A parcel will not automatically be treated as lost while the carrier’s investigation is still in progress.
---
19. Products Damaged During Delivery
SYLOREN performs quality inspection and uses protective packaging for customized products. However, accidental damage may still occur during international transportation.
If the product is seriously damaged when the package is first opened, please contact us as soon as possible, preferably within:
**48 hours after delivery.**
Please provide:
* Your order number;
* Clear photographs of the complete product;
* Close-up photographs of the damaged area;
* Photographs of all sides of the external packaging;
* Photographs of the internal protective materials;
* A photograph of the shipping label;
* An unboxing video, if available;
* A brief description of the issue.
Please keep the product, packaging materials, and shipping label until the claim has been resolved.
Returns, reproduction, replacement, and refund procedures for damaged products are governed by our Return and Refund Policy.
---
20. Multiple Items and Split Shipments
If an order contains multiple products, we may ship them separately because:
* Production progress differs between items;
* Products are dispatched from different partner facilities;
* Parcel size or weight requires separate packages;
* Some materials require additional preparation time;
* Separate packaging reduces the risk of transportation damage.
Split shipments do not result in additional standard shipping charges.
If an order is divided into multiple parcels, the customer may receive multiple tracking numbers and may receive the items on different dates.
---
21. Packaging
Because preserved-flower frames contain natural floral materials and delicate structures, we use suitable protective packaging according to the product dimensions and shipping requirements.
Packaging may include:
* Protective wrapping around the customized product;
* Cushioning materials;
* Shock-absorbing materials;
* An outer shipping carton;
* Moisture or dust protection;
* Other transportation-protection materials.
Please open the package carefully and avoid using a blade directly against the frame or floral arrangement.
A small amount of floral dust, loose petals, or botanical fragments may become detached during transportation. This is a normal characteristic of natural materials and handmade products and will generally not be treated as shipping damage.
---
22. Changes to Shipping Information
Before dispatch, you may contact us to request changes to:
* Recipient name;
* Telephone number;
* Delivery address;
* Postal or ZIP code;
* Other shipping information.
We will make reasonable efforts to assist, but we cannot guarantee that every request can be completed.
After dispatch, whether the address can be changed depends on the carrier. Any additional charge resulting from an address change will be the customer’s responsibility.
Changes to customization details are not governed by this Shipping Policy and will be handled according to the order status and our Return and Refund Policy.
---
23. Force Majeure
SYLOREN will not be responsible for unavoidable shipping or delivery delays caused by events beyond our reasonable control, including:
* Earthquakes, floods, fires, or other natural disasters;
* Severe weather;
* War, civil unrest, or terrorism;
* Epidemics or public health emergencies;
* Government restrictions or policy changes;
* Customs-policy changes;
* International flight cancellations;
* Airport or port closures;
* Logistics-system interruptions;
* Strikes or labor disputes;
* Internet, telecommunications, or system failures;
* Material-supply interruptions;
* Other unforeseeable and uncontrollable events.
We will make reasonable efforts to reduce the impact and provide updates when reliable information becomes available.
---
24. Mandatory Consumer Rights
Nothing in this Shipping and Delivery Policy is intended to exclude, restrict, or reduce any consumer rights that cannot legally be excluded under the laws of the customer’s country or region.
If any provision of this Policy conflicts with mandatory consumer-protection law, the applicable legal requirement will prevail.
---
25. Relationship to the Return and Refund Policy
This Policy mainly governs order processing, production, dispatch, international transportation, delivery, and shipping-related issues.
The following matters are also governed by our Return and Refund Policy:
* Products damaged upon delivery;
* Incorrect products received;
* Customization or production errors;
* Clear product defects;
* Confirmed lost parcels;
* Reproduction and replacement shipment;
* Return shipping costs;
* Partial or full refunds;
* Parcels returned for reasons attributable to the customer.
If this Policy and the Return and Refund Policy address the same issue differently, the matter will be handled according to the specific circumstances of the order and applicable law.
---
26. Contact Us
To ask about your order status, update shipping information, report a delivery issue, or request a shipping investigation, please contact us:
**Brand Name:** SYLOREN
**Operating Company:** LIVEXZ GLOBAL COMMERCE LIMITED
**Customer Service Email:** [baiy85609@gmail.com](mailto:baiy85609@gmail.com)
**Telephone:** +86 176 0873 9539
**Company Address:**
RM 102, 1/F, THE CLOUD
111 TUNG CHAU STREET
TAI KOK TSUI
HONG KONG
**Customer Service Hours:** 9:00 AM–10:00 PM daily, Hong Kong Time (UTC+8)
We generally respond within 1 to 3 business days.
Please note that the address above is the company’s contact address and may not be a return warehouse or parcel-receiving address. Do not send products to this address without authorization. All returns must be approved in advance, and the correct return address must be provided by customer service.
---
Important Shipping Summary
Free Worldwide Standard Shipping
SYLOREN provides free standard worldwide shipping to all currently supported destinations.
Order confirmation normally takes **1 to 2 business days**, production normally takes **3 to 5 business days**, and international shipping normally takes **7 to 15 business days**. The total estimated period from order placement to delivery is approximately **25 to 30 calendar days**.
Free worldwide shipping does not include customs duties, import taxes, value-added tax, customs-clearance charges, or redelivery costs caused by an incorrect address, refusal of delivery, or failure to collect the parcel.
After dispatch, we will make reasonable efforts to provide a trackable shipping number.
If tracking has not updated for an extended period, the parcel appears to be lost, or the product arrives seriously damaged, please contact:
**[baiy85609@gmail.com](mailto:baiy85609@gmail.com)**