Due to the COVID-19 pandemic, many shipments are seeing delays. Although many orders are still delivered in/under 2-3 week delivery range, we are seeing many orders being delivered after 4 weeks+. There are two specific cases in which the majority of delays are being seen:
1. Your shipment is having an issue finding a flight. There are a reduced amount of international and domestic flights, yet an influx of shipments being made due to more people shopping online to avoid leaving their homes.
2. Your shipment has departed for your country, but there has not been an update for quite some time. This is due to customs being overburdened from the pandemic, causing delays in processing shipments.
Please note that we are still shipping your items out as usual and on time, but uncontrollable delays are occurring due to the unfortunate global circumstances. We appreciate your continued patience and understanding as well as your support. Stay safe!
We know that expedient shipping is a priority, but we ask that you please be patient. Most orders are fulfilled within 2-5 business days and delivered within 2-3 weeks depending on your country. Some shipments come under 2 weeks, and some shipments take longer than 3 weeks. Shipping times can be variable and are all dependent on the speed of the shipping carriers and customs. If you have any questions about your order, please contact us at email@example.com
Orders are shipped 7 days a week and typically ship within 2-5 business days from the date of purchase.
There are a few countries that we are unable to ship to currently due to COVID-19. Please email us if you are unsure whether we are able to ship to your country!
Tracking numbers are provided in the shipping confirmation emails once your order has been fulfilled. Navigate to our Track Your Order page and enter your tracking number to track your package.
To save costs, we ship items directly from our manufacturer in China. This allows us to charge less for our products, ultimately saving you, the customer, more money!
As of February 2021, we are working on bringing our products over to a US-based fulfillment center to provide faster shipping times to counteract the effects of COVID-19 on global shipping.
Unfortunately, Aeternis has no part in the shipping process once packages are delivered to their carriers. From then on, we relinquish all responbility for the packages and they are in the hands of the shipping carrier to be taken to your doorstep.
We recommend that you get it contact with the shipping carrier/local post to file a claim and inquire about your package. It is possible that they delivered it to the wrong house, you entered your address incorrectly, etc.
If none of these are the case, it is possible that your shipment was lost/stolen. Aeternis does not take responsibility for these situations as they occur whilst the shipping carriers have your package or while the package is on your doorstep but you did not retrieve it.
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Please contact us AS SOON AS POSSIBLE with any edits that need to be made. In most cases, we process orders very quickly, making it impossible to change any order information.
To avoid delays, returned packages, and/or additional fees, please double check that there are no misspellings and that the correct street number, street name, unit numbers, city, state, zip code, are entered. Packages with incorrect addresses will be rejected by the courier and returned to sender and we are not required to pay additional shipping fees to resend it.
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Yes, we proudly offer a one year manufacturer's warranty on our products. For the complete terms of our warranty, please refer here.