Shipping policy
Last Updated: October 30, 2026
Thank you for shopping with Xorzeliqen.
We want the delivery process to be as clear and straightforward as possible. This Shipping Policy explains how orders are prepared, shipped, tracked, and handled if delays or delivery issues occur.
1. Order Processing
Once your order has been placed successfully, our fulfillment team will begin preparing it for shipment.
Most orders are processed within up to 3 business days. During this period, we may verify order details, prepare the items, package the shipment, and transfer it to the applicable shipping carrier.
Orders placed during weekends are generally scheduled for dispatch beginning the following Monday.
Please note that once an order has entered processing, certain changes may no longer be possible.
2. Standard Shipping Time & Cost
Our standard international delivery timeframe is generally:
10–20 business days
A flat shipping fee of $5.99 USD applies to each order unless another shipping promotion or rate is specifically shown during checkout.
Delivery time begins after the order has been processed and handed over to the carrier.
3. Delivery Delays
Although we work with shipping partners to provide reliable delivery, some circumstances may cause a shipment to take longer than expected.
Possible causes include:
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Customs inspections
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Carrier delays
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Transportation disruptions
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Weather conditions
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Public holidays
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Local delivery interruptions
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Other circumstances outside our reasonable control
We appreciate your patience when these situations occur.
4. Tracking Your Shipment
After your order has been dispatched, you will normally receive a shipping confirmation email containing the applicable tracking number.
You may monitor your shipment through:
Tracking information may not appear immediately after dispatch. In some cases, the carrier requires several days before the first tracking scan becomes visible.
5. Orders Shipped in Multiple Packages
If your purchase includes several products, the items may occasionally be shipped separately.
This can happen when products are fulfilled from different warehouses or facilities in order to help move the order through the delivery network more efficiently.
When an order is divided into multiple shipments:
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Each parcel may arrive at a different time
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Each shipment may receive its own tracking number
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Separate shipping confirmation information may be provided
Receiving one parcel does not necessarily mean the entire order has been delivered.
6. Order Changes
If you need to update an order, please contact us as soon as possible.
Requests involving:
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Shipping address corrections
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Product size changes
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Color changes
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Quantity adjustments
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Other order information
must be submitted within 12 hours of placing the order whenever possible.
Please email:
When contacting us, include:
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Your order number
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The email address used when placing the order
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A clear explanation of the requested change
We will make reasonable efforts to accommodate your request, but changes cannot be guaranteed once fulfillment has already started.
7. Missed or Unsuccessful Deliveries
If the carrier is unable to complete delivery, a delivery notice may be left and the parcel may be transferred to a local post office or collection point.
If this happens, we recommend checking the tracking information first and contacting the relevant local carrier where appropriate.
Customers are responsible for providing accurate shipping information and collecting packages when required.
Xorzeliqen cannot accept responsibility for parcels returned because:
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The shipping address was incorrect
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The address was incomplete
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The recipient did not collect the parcel
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Delivery attempts were unsuccessful because of recipient availability
8. If Your Order Is Taking Longer Than Expected
If your shipment appears delayed, please follow these steps:
Step 1 — Review the Tracking History
Check whether the tracking information has been updated during the previous 7 days.
If recent movement appears, the shipment is generally still progressing through the delivery network.
Step 2 — Contact Our Support Team
If there has been no tracking update for more than 7 days, contact us at:
Please provide:
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Your order number
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The email address used for the order
Our team will review the available shipping information and assist where possible.
9. Lost or Stolen Packages
If a carrier officially confirms that your package has been lost while in transit, Xorzeliqen will arrange a replacement shipment at no additional cost.
However, packages that are marked as Delivered by the carrier but cannot later be located are not covered as lost-in-transit shipments.
If tracking shows successful delivery but you cannot find the parcel, we recommend checking:
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Around the delivery location
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With household members
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With neighbors
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With building management or reception
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With the local carrier
Once tracking confirms delivery, responsibility for the parcel generally passes to the recipient.
10. Shipping Locations
Xorzeliqen ships to customers internationally.
In rare situations, shipping restrictions or service limitations may prevent us from delivering to a particular country or region. If we cannot fulfill your order because of such restrictions, we will contact you as soon as reasonably possible.
Depending on product availability and fulfillment arrangements, orders may be dispatched from facilities located in:
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The United States
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Canada
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Australia
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European Union locations
Some products may also ship directly from trusted manufacturing or fulfillment partners.
This fulfillment model helps us maintain product availability while offering competitive pricing.
11. Important Shipping Information
Shipping Estimates
All stated shipping times are estimates rather than guaranteed delivery dates.
Delays caused by carriers, customs authorities, weather, transportation events, or other circumstances outside our control may extend delivery times.
Customs, Duties & Taxes
International orders may be subject to customs duties, import taxes, handling fees, or other charges imposed by the destination country.
Unless these charges are specifically collected during checkout, they are the responsibility of the customer.
Such fees are not included in the product price or standard shipping charge.
Shipping Address Accuracy
Customers are responsible for entering a complete and correct shipping address during checkout.
Xorzeliqen is not responsible for packages that are lost, delayed, misdirected, or returned because of incorrect or incomplete customer-provided information.
Delivered Parcels
Once carrier tracking confirms that a package has been successfully delivered, Xorzeliqen's responsibility for the shipment ends.
Loss or theft occurring after confirmed delivery is not covered under our lost-package replacement policy.
12. Customer Support
If you have questions about shipping, tracking, order changes, or delivery issues, our customer support team is available to assist you.
Email: support@xorzeliqen.com
Phone: +1 (740) 726-5624
To help us locate your order more quickly, please include:
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Your order number
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The email address used during checkout
13. Company Information
Brand: Xorzeliqen
Company:
FACET (HONG KONG) Limited
Company Address:
UNIT C, 4/F
CHINA INSURANCE BUILDING
NO. 48 CAMERON ROAD
TSIM SHA TSUI
HONG KONG
Please note that the company address above is provided for business identification and correspondence purposes. It should not automatically be used as a return address unless our customer support team specifically instructs you to send a return there.