Shipping Policy
Last Updated: October 14, 2025
Operated by: Aqualanes Limited ("Aqualanes", "Company", "we", "our", or "us")
1. INTRODUCTION & COMPREHENSIVE SCOPE
Aqualanes 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
Communication Responsibility: We're not responsible for missed deliveries or additional charges resulting from inactive email addresses, spam filtering, or delayed response to carrier communications.
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
5.1 Processing Timeline
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.
5.2 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 processing duration
- Carrier capacity and seasonal demand
- Destination postal infrastructure
- Weather, strikes, or external events
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
6.3 Export Controls & Restrictions
We comply with all export control laws and sanctions. Certain products may not ship to specific regions due to trade restrictions, local regulations, or carrier limitations.
7. COMPREHENSIVE LIABILITY FRAMEWORK
7.1 Risk Transfer & Ownership
Important: 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.
7.2 Liability Limitations
Maximum Liability: Our total liability for shipping-related claims shall not exceed the shipping charges paid for the specific shipment.
Excluded Damages: We're not liable for indirect, incidental, special, or consequential damages including business opportunity losses, time-sensitive disruptions, or costs from customer failure to collect packages.
7.3 Carrier Claims
Direct Responsibility: Damage, loss, or delay claims must be filed directly with the shipping carrier within their specified timeframes. We'll provide assistance with claim filing but cannot guarantee outcomes.
Claim Requirements: Retain all original packaging until carrier investigations complete, document damage immediately with photos, and file claims within carrier deadlines.
8. FORCE MAJEURE & EXTERNAL CIRCUMSTANCES
We're not responsible for delays or non-performance due to circumstances beyond our reasonable control, including:
Transportation Events: Carrier delays, strikes, service interruptions, infrastructure failures
Regulatory Events: Government actions, trade sanctions, customs policy changes, public health emergencies
Natural Events: Severe weather, natural disasters, economic disruptions, cybersecurity incidents
During such events, shipping timelines automatically extend without penalty, and customers remain responsible for monitoring communications and cooperating with alternative arrangements.
9. ENHANCED CUSTOMER SUPPORT STANDARDS
9.1 Communication Delivery
All shipping notifications are sent to your registered email address. Please whitelist support@dermxell.com and check email daily during shipping periods.
9.2 Support Response Standards
Contact Methods:
- Primary Email: support@dermxell.com
- International Phone: +852 6516 5836
- Business Hours: Monday-Friday, 9 AM - 5 PM Hong Kong Time
Response Commitments:
- General inquiries: 24 hours
- Order status questions: 12 hours
- Urgent delivery issues: 4 hours during business hours
- International coordination: Additional time may be required
10. POLICY UPDATES & MODIFICATIONS
10.1 Amendment Procedures
We may update this policy to reflect carrier changes, regulatory updates, or platform requirements.
Material Changes: 30-day advance email notice to customers with prominent website notification
Minor Updates: Immediate implementation with updated "Last Updated" date for clarifications or contact information changes
Continued Use: Using our services after policy updates constitutes acceptance of revised terms.
11. COMPREHENSIVE CONTACT INFORMATION
11.1 Shipping Department Support
Email: support@dermxell.com
(Include order number and specific concern for expedited processing)
Phone: +852 6516 5836
Hours: Monday-Friday, 9 AM - 5 PM Hong Kong Time
Postal Address:
Aqualanes Limited - Shipping Department
Flat/Rm C1207 12/F, Hang Cheong Factory Building
1 Wing Ming Street, Cheung Sha Wan, Kowloon
Hong Kong
11.2 Specialized Support Categories
Order Tracking: Subject line "Order Tracking" with order number
International Issues: Subject line "International Shipping" with destination details
Address Corrections: Subject line "Address Correction" (within 2 hours of ordering)
12. LEGAL VALIDITY & INTEGRATION
12.1 Binding Agreement
This Shipping Policy constitutes a legally binding agreement effective immediately upon publication, superseding all previous versions.
12.2 Complete Legal Framework
This policy integrates with our Privacy Policy, Terms of Service, Data Privacy Rights, FDA Disclaimer, Ingredient Safety Guidelines, Cookie Policy, 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. English version controls over translations.
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
This enhanced shipping policy provides comprehensive legal protection while maintaining professional customer service standards and clear communication expectations for optimal business protection and customer satisfaction.