Shipping Policy

Store Operator

DWELLVIAX® and dwellviax.com are operated by Shaanxi Aotesile Technology Co., Ltd., which is responsible for product sales, order processing, shipping support, customer service, returns, and refunds.

Order Processing

Orders are typically processed within 1–3 business days after payment is authorized. Processing may take longer during promotions, holidays, unusual order volume, address verification, or other operational circumstances.

Estimated Delivery Times

Estimated delivery depends on the destination, shipping method, carrier movement, customs processing, weather, and other conditions. The estimate shown at checkout or in the order update is the most relevant estimate for your purchase and is not a guarantee.

Shipping Methods and Costs

Available shipping methods and applicable charges are displayed at checkout. Options may vary by destination, package characteristics, order value, and carrier availability.

Free Shipping

Orders totaling US$49 or more before taxes, discounts, and other charges qualify for free standard shipping to eligible destinations. The available destination, shipping method, and any exclusions will be shown at checkout before payment.
If free shipping is offered for an order or promotion, the qualifying conditions will be displayed on the relevant product, promotion, or checkout page. Unless expressly stated, free shipping does not include duties, taxes, or special carrier charges.

Fulfillment and Shipping Origin

Orders may be prepared through the fulfillment arrangements available for the destination and product. The shipping origin or carrier information may appear in your order confirmation or tracking update.

Tracking Information

When tracking is available, we send the tracking number or link to the email address used at checkout. Tracking can take time to update after the parcel enters the carrier network.

Shipping Address

Please review your shipping address before submitting an order. Contact us immediately if an address correction is needed. We cannot guarantee changes after processing or shipment has started.

Delivery Delays

Carrier backlogs, weather, customs, incorrect addresses, local disruptions, and other events may delay delivery. Contact us if tracking has not updated for an extended period or the estimated delivery window has passed.

Lost or Missing Packages

Check the delivery area, mailbox, building office, household members, and nearby locations first. If the parcel remains missing, contact the carrier and then contact us with your order number and tracking information.

Damaged, Defective, or Incorrect Orders

Contact support promptly with photos of the parcel, shipping label, and product condition. Keep the packaging while the request is reviewed.

International Orders

International orders may be subject to customs review, import taxes, duties, brokerage charges, or other destination requirements. These charges may be collected by local authorities or carriers and may be the customer’s responsibility.

Purchases, Returns, and Refunds

Shipping questions related to a purchase, return, or refund are governed together with our Return & Refund Policy. Contact us before sending a return.

Contact Us

For shipping support, email service@dwellviax.com with your order number and tracking details.