Shipping policy

This Shipping Policy applies to all products sold by Stoneelivo through the official website to consumers within Australia. Please read the following carefully before placing an order.

By placing an order and completing payment, you acknowledge that you have read and agreed to all terms of this policy.

1. Applicable Region and Delivery Restrictions

Currently, we only provide delivery services to addresses within Australia. All orders will be processed based on the Australian delivery address provided at checkout.

Delivery to addresses outside of Australia is not supported at this time. Please ensure that the recipient’s name, street address, postal code, and contact information are complete, accurate, and truthful. Any delays or failed deliveries due to incorrect or incomplete information may result in risks or consequences borne by the purchaser.

2. Shipping Fees and Pricing

• Orders totaling 97.66 AUD or more qualify for standard free shipping.

• Orders below 97.66 AUD incur a shipping fee of 9.8 AUD.

All product prices include applicable VAT (Mehrwertsteuer) and related charges. Unless explicitly stated, no additional hidden fees will be charged. The final amount payable is based on the order confirmation page.

3. Order Confirmation and Processing Time

Orders are officially confirmed upon successful payment and receipt of the system confirmation email.

Typical order processing time is 1–3 business days (excluding weekends and Australian public holidays), which includes order verification, stock confirmation, picking, packing, and shipping preparation.

Processing time may be extended in the following situations:

• Increased order volume during holidays

• Product stock discrepancies

• Payment verification or information confirmation

In the event of delays, we will contact you via email.

4. Shipping and Estimated Delivery Time

After dispatch, estimated delivery time is 5–10 business days.

Please note this is an estimated timeframe and not a guaranteed delivery date. Actual delivery may vary due to the recipient’s location, logistics arrangements, weather conditions, or other unforeseen factors.

Within the limits permitted by law, we are not liable for additional compensation for delays not caused by our intentional or gross negligence. However, we will assist in tracking shipments and provide necessary support.

5. Logistics Carriers

We partner with professional logistics providers, including but not limited to:

• UPS

• DHL

• FedEx

The specific carrier will be selected based on order requirements and delivery efficiency to ensure safe and reliable shipping.

6. Risk Transfer and Completion of Delivery

Products are generally considered delivered when they reach the specified address and are signed for.

If items are damaged or lost during transit, please contact us promptly and provide relevant evidence (e.g., photos or delivery records) so that we can assist with verification and resolution.

7. Order Modifications and Cancellations

If you wish to modify or cancel an order, please contact us as soon as possible before the order enters the processing stage.

Once an order is in processing or shipping, changes to delivery information or cancellations are generally not possible. If the item has been shipped, you may follow our Returns and Exchanges Policy for subsequent handling.

8. Delivery and Receipt Instructions

Please inspect the packaging when receiving your order. If you notice any obvious damage or irregularities, it is recommended to make a note and take a photo at the time of delivery.

If the package is signed for without any remarks, it is generally considered successfully delivered. Should any issues arise afterward, please contact us promptly for assistance.

9. Customer Support and Contact

If you have questions regarding shipping arrangements, order status, or delivery issues, please contact our customer service team using the information provided on the official website.

We will respond in a timely manner and provide assistance within our scope of responsibility.

10. Contact Us

Address: 4550 KAREN AVE APT 256, LAS VEGAS, NV 89121-7633, US
Customer Service Phone: +1 (725) 710-7932
Customer Service Email: solutions@stoneelivo.com
Online Service Hours: Monday – Friday, 9:00–12:30 & 14:00–18:00 (Central European Time, CET)