Shipping Policy

Last Updated: October 14, 2025
Operated by: Eunly Limited ("Company", "we", "our", or "us")

1. INTRODUCTION & COMPREHENSIVE SCOPE

Eunly Limited operates the DERMXELL⁺ website, online store, and associated digital channels (the "Services") to provide premium cosmetic products. This Shipping Policy governs all aspects of product shipment, delivery, customs processing, and logistics services for all DERMXELL⁺ products.

Platform Compliance Declaration: This policy ensures full compliance with AppLovin Corporation, Google LLC, Meta Platforms Inc., TikTok, Shopify Inc., and other approved advertising platforms' shipping and customer service standards.

Important Customer Acknowledgment: By placing an order, you acknowledge understanding and acceptance of all shipping procedures, delivery coordination responsibilities, and terms outlined below.

2. MANDATORY REGULATORY & PLATFORM COMPLIANCE

2.1 Global Legal Compliance

Our shipping procedures comply with international commerce regulations including:

• World Trade Organization (WTO) shipping agreements
• International Chamber of Commerce (ICC) Incoterms 2020
• Universal Postal Union (UPU) conventions
• U.S. Federal Trade Commission (FTC) Mail & Internet Order Rules
• EU Consumer Rights Directive (2011/83/EU)
• UK Consumer Rights Act 2015
• Canadian Consumer Protection Acts
• Australian Consumer Law provisions

2.2 Enhanced Platform Standards

• AppLovin Compliance: Clear delivery disclosures, accurate fulfillment expectations, and 18+ age verification for all sales.
• Google/YouTube Compliance: Full adherence to Google Merchant Center requirements, accurate shipping cost disclosure, and enhanced transparency measures.
• Meta Platforms Compliance: Strict adherence to Facebook Shop and Instagram Shopping requirements, accurate timeline representation, and enhanced health/wellness data restrictions.
• Shopify Compliance: Complete integration with Shopify's fulfillment workflow and Merchant Trust Policy standards.

3. ESSENTIAL CUSTOMER RESPONSIBILITIES

3.1 Address Accuracy Requirements

Your Responsibility: Please provide complete, accurate shipping information including:

• Full street address with apartment/unit numbers
• Correct postal/ZIP codes
• Current, monitored telephone numbers
• Accurate city, state/province, and country details

Address Corrections: Please contact support@dermxell.com within 2 hours of ordering for any corrections. Once processing begins, modifications cannot be guaranteed and may incur additional carrier fees.

Returned Shipments: Packages returned due to incorrect addresses will be reshipped upon request, with reshipping costs charged to the customer account.

3.2 Communication Monitoring

Email Requirements: Please ensure you:

• Provide an active, regularly monitored email address
• Whitelist support@dermxell.com to receive shipping notifications
• Check email regularly for delivery updates and carrier communications
• Respond promptly when action is required

3.3 Delivery Collection Responsibilities

Delivery Acceptance: You're responsible for:

• Being available to receive packages at the provided address
• Monitoring tracking information for delivery updates
• Arranging authorized recipients when unavailable
• Collecting packages from alternative delivery locations

Alternative Delivery Locations: Packages may be delivered to secure locations including apartment management offices, neighbor acceptance (with consent), post office facilities, courier collection points, or parcel lockers as determined appropriate by carriers.

Collection Deadlines: Please collect packages within carrier-specified timeframes. Packages returned due to non-collection are not eligible for shipping fee refunds, though we'll assist with reshipment arrangements upon request.

4. SHIPPING RATES & SERVICE OPTIONS

4.1 Real-Time Rate Calculation

Shipping costs are automatically calculated at checkout based on:

• Destination address and postal code
• Package dimensions and weight
• Selected service level
• Current carrier rates and fuel adjustments
• Available promotional discounts

Currency: All amounts displayed in U.S. Dollars unless otherwise indicated.

4.2 Available Service Levels

• Standard Shipping: Economical option with basic tracking (delivery times vary by destination)
• Expedited Shipping: Faster service with enhanced tracking where available
• Express Shipping: Premium service with priority processing for select destinations

Service availability depends on your location and current carrier capacity.

5. PROCESSING & FULFILLMENT PROCEDURES

• Same-Day Processing: Orders confirmed by 12:00 PM CST on business days typically ship the same day.
• Extended Processing: Orders after 12:00 PM CST, weekends, or holidays process the next business day. Peak seasons may extend processing by 1-2 additional days.

Shipment Confirmation: You'll receive automated shipment confirmation with tracking information upon dispatch. Tracking updates may require up to 24 hours for initial activation, with international tracking experiencing occasional delays during customs processing.

6. INTERNATIONAL SHIPPING & CUSTOMS

6.1 Import Duties & Taxes

• Customer Responsibility: Import duties, VAT/GST, customs fees, and brokerage charges are not included in your order total unless expressly stated and are your responsibility as the recipient.
• Customs Documentation: We provide accurate customs documentation, though you may need to provide additional information as requested by destination country authorities.
• Refused Customs Payments: Packages returned due to customer refusal to pay required customs charges will not be eligible for refunds of shipping fees or duties.

6.2 International Delivery Considerations

Transit Variables: Delivery times vary based on customs clearance, carrier capacity, and destination infrastructure.

Estimated Delivery Timeframes:

• North America: 5-10 business days
• Europe: 7-15 business days
• Asia-Pacific: 7-14 business days
• Other International: 10-20 business days

Subject to customs clearance and carrier capacity.

7. COMPREHENSIVE LIABILITY FRAMEWORK

Risk Transfer & Ownership: Risk of loss and ownership transfers to you upon carrier pickup. From that point, we bear no responsibility for package loss, theft, damage during transit, or delivery delays caused by external factors.

Maximum Liability: Our total liability for shipping-related claims shall not exceed the shipping charges paid for the specific shipment.

Carrier Claims: Damage, loss, or delay claims must be filed directly with the shipping carrier. We'll provide assistance with claim filing but cannot guarantee outcomes. Please retain all original packaging until carrier investigations complete.

8. FORCE MAJEURE & EXTERNAL CIRCUMSTANCES

We're not responsible for delays or non-performance due to circumstances beyond our reasonable control, including:

• Transportation Events (strikes, infrastructure failures)
• Regulatory Events (government actions, customs changes)
• Natural Events (severe weather, natural disasters)

During such events, shipping timelines automatically extend without penalty.

9. ENHANCED CUSTOMER SUPPORT STANDARDS

Communication Delivery: All shipping notifications are sent to your registered email address. Please whitelist support@dermxell.com and check email daily.

Support Response Standards:

• Primary Email: support@dermxell.com
• International Phone: +852 6516 5836
• Business Hours: Monday-Friday, 9 AM - 5 PM Hong Kong Time
• Response Time: General inquiries within 24 hours; Urgent delivery issues within 4 hours during business hours.

10. POLICY UPDATES & MODIFICATIONS

We may update this policy to reflect carrier changes, regulatory updates, or platform requirements.

• Material Changes: 30-day advance email notice.
• Minor Updates: Immediate implementation with updated "Last Updated" date.

Using our services after policy updates constitutes acceptance of revised terms.

11. COMPREHENSIVE CONTACT INFORMATION

12. LEGAL VALIDITY & INTEGRATION

This Shipping Policy constitutes a legally binding agreement effective immediately upon publication. It integrates with our Privacy Policy, Terms of Service, and Refund & Return Policy to form our complete operational framework.

Conflict Resolution: In case of inconsistencies, the most legally compliant and customer-protective provision prevails.

13. DOCUMENT CERTIFICATION

Document Version: October 14, 2025 - v3.0 (Combined Excellence Edition)
Legal Review Date: October 14, 2025
Next Scheduled Review: January 14, 2026
Platform Compliance Status: Fully compliant with AppLovin, Google, Meta, YouTube, Shopify policies.