Shipping & Delivery Policy

Shipping & Delivery Policy

Last updated: —————–

Thank you for choosing Eternell for your health, longevity and wellness needs.
This Shipping & Delivery Policy explains how we handle the shipment of supplements, functional foods, test kits and other products purchased through our websites, including eternell.org, buy.eternell.org and related subdomains (“Sites”).

Please read this Policy together with our Terms & Conditions and Refund & Cancellation Policy.

1. Where we ship

We currently ship to selected locations, which may include:

Domestic shipments within certain countries (for example, the UAE, US, India and other regions where Eternell operates), and
International shipments to specific countries where regulations permit the sale and delivery of our products.

Our shipping coverage may change over time.
At checkout, you will see whether delivery is available to your address.

If your country or region is not listed at checkout, we may not yet be able to ship there due to regulatory, logistic or customs restrictions.

2. Order processing time

Once your order is placed and payment is confirmed:

Standard processing time: typically 1–3 business days
During peak periods, promotions, public holidays or unforeseen events, processing may take slightly longer.

Order processing includes:

Payment verification
Stock confirmation
Packing and preparing items for dispatch
Generating labels and shipping documents

Orders placed on weekends or public holidays will usually be processed on the next working day.

3. Shipping methods & delivery timelines

We work with trusted courier and logistics partners to deliver your order safely and efficiently.

3.1 Shipping methods

Depending on your location, we may offer:

Standard Shipping
Express / Priority Shipping (where available)
Local delivery or pickup options (in specific regions only)

Available options and estimated delivery times will be shown at checkout.

3.2 Estimated delivery timelines

Typical delivery windows (from the time of dispatch, not from the time of order) may be:

Domestic deliveries (within the same country/region):
Usually 2–7 business days, depending on the city and courier service.
International deliveries:
Usually 7–21 business days, depending on customs clearance, distance and local postal efficiency.

These timeframes are estimates only and may vary due to factors outside our control (see Section 7).

4. Shipping charges

Shipping costs are calculated based on:

Destination country and city
Total weight and/or volume of the shipment
Selected shipping method (standard vs. express)
Any promotional offers or free shipping thresholds

Exact charges will be visible at checkout before you confirm and pay for your order.

From time to time, we may offer free or discounted shipping as part of promotions or minimum order value offers. These conditions will be clearly mentioned where applicable.

5. Order confirmation & tracking

5.1 Order confirmation

After placing an order, you will receive an email confirming:

Your order number
Products ordered
Billing and shipping details
Selected shipping method and charges

5.2 Dispatch & tracking

Once your order is shipped, we will usually send you:

A shipment confirmation email, and
A tracking link or tracking number, where such service is available.

You can use this tracking information to follow the progress of your shipment through the courier’s website or app.

6. Customs, duties & taxes (for international orders)

For international deliveries, your shipment may be subject to:

Customs inspections
Import duties
Local taxes (e.g., VAT, GST)
Handling or brokerage fees

These charges are typically determined by your country’s customs authorities and are not included in the product price or shipping fee shown on our Sites, unless specifically stated.

You are responsible for paying any customs duties, taxes or additional charges required for clearance.
If you refuse to pay such charges and the shipment is returned or destroyed, any resulting loss or costs may be deducted from any refund, if applicable.

We recommend checking with your local customs office for details on applicable duties and taxes before placing an international order.

7. Delays beyond our control

While we strive to deliver within the estimated timelines, certain situations may cause delays, including but not limited to:

Extreme weather conditions or natural disasters
Public holidays or seasonal peaks
Customs inspections and regulatory checks
Strikes, lockdowns or disruptions in transportation
Incomplete or incorrect address information

In such cases, we appreciate your patience and understanding. Eternell is not liable for delays caused by events outside our reasonable control, but we will do our best to assist you and coordinate with our logistics partners.

8. Delivery attempts & undeliverable packages

8.1 Delivery attempts

Most courier partners will make one or more delivery attempts to your address.
If you are not available, they may:

Contact you by phone or message
Leave a note with re-delivery instructions
Deliver to a secure location or collection point, where applicable

8.2 Undeliverable or returned shipments

Your order may be returned to us if:

The address provided is incorrect, incomplete or unreachable
The package is not collected from a pickup point within the specified time
Delivery is refused at the address
Local regulations prevent delivery of specific products

In such cases:

We will review the situation once the package is returned to our warehouse or logistics partner.
Depending on the condition of the products, shipping costs already incurred, customs fees and local regulations, we may offer a partial refund, re-shipment at additional cost, or no refund where products cannot be resold or reused (e.g., opened or perishable items).

Details of specific outcomes will follow our Returns & Refund Policy and local laws.

9. Risk of loss & title

Ownership (title) of Products passes to you once payment is completed and the order is handed over to the courier, subject to applicable laws.
Risk of loss or damage passes to you upon delivery of the order to the address you provided, or upon collection from a pickup location.

If you believe your package has been lost in transit or mis-delivered, please contact us as soon as possible, and we will work with the courier to investigate.

10. Damaged, missing or incorrect items

We take great care to ensure your order reaches you in good condition.
However, if you receive:

A damaged package
Missing items
Incorrect products compared to your order

Please notify us within a reasonable time (preferably within 48–72 hours of delivery) by emailing:

✉️ info@eternell.org
Include your order number, clear photos of the package, shipping label and the products received.

Based on the evidence and in line with our Returns & Refund Policy and local laws, we may:

Replace the item
Issue a partial or full refund
Provide store credit or another suitable resolution

11. Address accuracy & customer responsibility

Please make sure that:

Your shipping address, contact number and email are complete and accurate at the time of placing the order.
Any access instructions (e.g., building codes, landmarks) are clearly provided where necessary.

Eternell is not responsible for:

Delays or non-delivery caused by incorrect or incomplete address information
Packages delivered to an address you entered incorrectly
Failure to receive the package if you are unavailable during delivery attempts

If an order is returned to us due to address issues, re-shipping may incur additional fees.

12. Shipping restrictions

Certain products may be subject to shipping restrictions, including but not limited to:

Regulations on dietary supplements, nutraceuticals or medical devices in specific countries
Import restrictions for biological test kits or diagnostic materials
Limitations on shipping temperature-sensitive or fragile items to certain regions
Restrictions on P.O. boxes, military addresses or remote locations

If we cannot ship a particular product to your location, we will notify you and may:

Cancel that part of the order and issue a refund for the restricted item(s), or
Request an alternative address in an eligible region, where possible.

13. Changes & cancellations after dispatch

Once an order has been processed and shipped, we generally cannot:

Change the delivery address
Modify the contents of the order
Cancel the order

You may still contact us, and we will attempt to assist where possible, but options may be limited depending on the courier’s policies and the stage of transit.

14. Policy updates

We may update this Shipping & Delivery Policy from time to time to reflect:

Changes in our logistics partners or delivery options
Expansion into new territories or markets
Updated legal or regulatory requirements
Improvements to our internal processes and customer experience

When we make significant changes, we will update the “Last updated” date at the top of this page.
We recommend checking this page periodically for any updates.

15. Contact us

If you have any questions about shipping, delivery or the status of your order, please contact us:

info@eternell.org

Branch Office – UAE
14th Floor, South Tower, Dubai Science Park, Dubai, UAE
+971 58 553 3724

Head Office – US
37660 Estuary Street, Newark, California 94560, US