Shipping policy

Shipping Policy

Effective Date: January 1, 2026

By placing an order with Aeterna, you agree to the terms in this Shipping & Delivery Policy. These rules are written to set crystal-clear expectations, prevent abuse, and legally protect both our customers and Aeterna.

1. Order Processing & Fulfillment

  • Processing Time: Orders are verified, security-screened, quality-checked, and packed within 1–3 business days.

  • Payment Verification: Orders flagged by payment processors for review may be delayed until cleared.

  • Business Days: Our warehouse operates Monday–Friday, excluding national holidays. Orders placed on weekends/holidays process the next business day.

  • Quality Control: No package leaves our facility until it passes strict inspection.

2. Shipping Timeframes

  • U.S. Orders: Estimated 3–10 business days.

  • International Orders: Estimated 7–21 business days (customs may extend this period).

  • Delays: Delivery times are estimates, not guarantees. We are not liable for delays caused by customs inspections, extreme weather, strikes, or global supply chain disruptions (Force Majeure).

3. Address Accuracy & Responsibility

  • Customer Obligation: You must provide a complete and accurate shipping address at checkout.

  • Wrong Address Disclaimer: Orders shipped to an incorrect or incomplete address provided by the customer are not eligible for refund, reshipment, or replacement.

  • Address Changes: These can only be processed before dispatch by emailing contact.shopaeterna@gmail.com immediately.

4. Stock & Availability

If an item becomes unavailable after checkout, we will ship the available items and contact you with options: wait for restock, substitute with a similar product, or receive a refund/store credit for the missing item.

5. Shipping Costs

  • Calculation: Costs are based on weight, dimensions, and destination, calculated at checkout.

  • Non-Refundable: Shipping costs are never refundable once the order has been dispatched.

6. Delivery & Risk of Loss

  • Proof of Delivery: Carrier tracking confirmation serves as final proof of receipt. Aeterna has no liability once a package is marked as “Delivered.”

  • Stolen/Misplaced Packages: If tracking confirms delivery, Aeterna is not responsible for theft. Customers must file a claim directly with the carrier.

  • Risk Transfer: Risk of loss transfers to the customer upon carrier acceptance of the package.

7. Insurance & Claims

  • Lost Packages: If a package is declared lost by the courier after a formal investigation, we will issue a replacement or refund.

  • Damaged Packages: Claims must be filed within 72 hours of delivery with photo/video evidence. Claims without timely documentation will be denied.

8. Duties, Taxes & Customs

  • U.S. Orders: Sales tax is applied where legally required.

  • International Orders: Customers are responsible for all import duties, VAT, or customs clearance fees.

  • Customs Refusals: If a package is refused at customs, shipping fees and duties are non-refundable.

9. Cancellations

  • Cancellation: Possible only before dispatch. Once an order is shipped, it cannot be canceled. You must follow our Return Policy.

  • Refused Deliveries: Packages returned due to refusal or customs non-payment are not eligible for refunds.

10. Fraud & Abuse Prevention

We enforce a zero-tolerance policy for shipping-related fraud, including:

  • Filing false “item not received” claims when tracking confirms delivery.

  • Repeated package refusals to exploit free reshipments. ⚠️ Fraudulent activity may result in a permanent ban and submission of evidence to payment processors and fraud-prevention databases.

11. Governing Law & Disputes

  • This Policy is governed by the laws of Wyoming, USA.

  • All disputes will be resolved exclusively by binding arbitration in Wyoming.

  • Carrier tracking logs and warehouse dispatch confirmations are considered final, binding proof in any dispute or chargeback case.

12. Contact Us

For questions or issues regarding shipping, contact: 📧 contact.shopaeterna@gmail.com

We aim to respond within 48 business hours.

By placing an order, you acknowledge and agree to this Shipping & Delivery Policy in full.