Shipping & Delivery Policy

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Effective Date: 1st September 2025

We may update this Policy; changes apply prospectively to orders placed after the updated effective date. The latest version is always available at www.myleoeternal.com/policies.

By placing an order, you agree to this Policy in addition to our Terms of Service, Privacy Policy, and Refund & Return Policy.

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1) Processing & Total Delivery Window

• Orders are usually processed within 3–5 business days after payment confirmation (no weekends or public holidays).
   

• Total delivery typically completes within 2–4 weeks from the order date, depending on destination and customs clearance. These timelines are disclosed pre-purchase at checkout and are estimates only.
   

• If delays occur, see Section 8 for your rights.

 

 

2) Delivery Times & Statutory Deadlines

• Standard transit time: typically 2–3 weeks from shipment (destination/customs dependent), with a maximum of 30 days from the order date unless you expressly consent to a longer period (e.g., via email or checkout confirmation), consistent with the U.S. FTC Mail Order Rule (16 CFR Part 435).
   

• UK/EU consumers: Unless a specific date is agreed, we will deliver without undue delay and in any event no later than 30 days from the date of your order (per applicable law).
   

• Delays can occur due to carrier issues, customs inspections, or unforeseeable events beyond our control (see Section 8). We will notify you promptly of any delays. Notifications will include estimated new timelines and your rights.
   

• U.S. customers: If delivery would exceed 30 days without your consent, we will offer options per FTC rules (e.g., consent to a new date or cancel for a refund).
   

• Tracking information is shown pre-purchase at checkout and provided to you upon shipment.

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3) Shipping Costs

• Shipping charges are calculated and shown at checkout.
   

• For international orders, shipping charges do not include local import duties, taxes, or fees imposed by your customs authority (these are your responsibility). Where possible, estimated duties/taxes are shown at checkout.

 

 

4) Customs, Duties & Taxes

• Cooling-off/change-of-mind purchases: You are responsible for all duties, import VAT, and customs fees charged by your local authority. These are non-refundable by us.
   

• Defective products: We cover or reimburse applicable customs/duty/VAT and return shipping as required by law (see Refund & Return Policy). We may request reasonable proof (e.g., receipts) of duties paid to process reimbursement, without undue burden. Proof requests will be limited to necessary information.
   

• Tip: Contact your local customs office before ordering to understand potential charges.

 

 

5) Risk of Loss & Damage; Inspection

• UK/EU consumers: Risk of loss or damage remains with us until you (or your nominated person) physically receive the goods, unless you selected a carrier we did not offer.
   

• U.S. & other regions: Risk may pass when the product is handed to the carrier, unless mandatory local law provides otherwise.
   

• On delivery, please inspect immediately. Report visible damage or missing items to the carrier and email support@myleoeternal.com with your order number and supporting evidence (e.g., photos or descriptions) within 5 business days for non-defect shipping issues.
   

• We will verify claims reasonably and without undue burden, per applicable law.
   

• Latent/functional defects are handled under statutory rights and our Refund & Return Policy (no shortened reporting window).

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6) Address Accuracy & Returned Parcels

• You are responsible for providing a complete and accurate delivery address. We are not responsible for delays, losses, or returns caused by incorrect/incomplete addresses.
   

• If a parcel is returned to us due to address issues or non-collection, re-shipping costs will be your responsibility.
   

• Delivery restrictions (e.g., supported countries/regions) are disclosed pre-purchase at checkout and www.myleoeternal.com/shipping.

 

 

7) Parcels Reported as “Delivered” But Not Received

• If tracking shows Delivered but you cannot locate the parcel:
   

  1. Check with household members, neighbors, building reception, and your local depot/post office.
      

  2. If still missing, email support@myleoeternal.com with your order number. We may request a carrier investigation (typically 5–10 business days) and a signed non-receipt declaration. We aim to resolve claims within 14 days of your report, subject to carrier response times. If resolution exceeds 14 days due to carrier delays, we will update you promptly with status and next steps. Remedies (e.g., replacement or refund) will then be offered as appropriate and required by law.

 

 

8) Force Majeure & Significant Delays (Your Rights)

• We are not liable for delays caused by unforeseeable events beyond our reasonable control (e.g., natural disasters, strikes, government actions). Routine carrier or ordinary customs delays are not force majeure.
   

• We will notify you promptly of such delays and offer options such as agreeing to a new delivery date or canceling for a full refund, as required by law.

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9) Multiple Shipments

• Orders with multiple items may ship separately. You’ll receive tracking for each parcel.

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10) Pre-Purchase Disclosures

• All required pre-contract information (delivery estimates, costs, restrictions, duties/taxes notices, and links to policies) is presented at checkout and at www.myleoeternal.com/shipping and www.myleoeternal.com/policies.
   

• Non-compliance by us with pre-purchase disclosures may extend your rights (e.g., withdrawal periods) under applicable law.

 

 

11) Questions & Support

• For shipping questions or order status, email support@myleoeternal.com. We aim to respond within 2 business days, subject to operational constraints.

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12) Verification & Abuse Prevention

• We may verify claims (e.g., missing parcels, damage) with reasonable proof (such as photos, declarations, or carrier investigations) to the extent permitted by law, to prevent fraud, ensure fair outcomes, and protect our business and customers from abusive practices. Verification will always be conducted fairly, in compliance with data protection laws, and will not be used to deny valid claims.

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13) Governing Law

• This Policy is governed by the laws of the State of Delaware, USA, without regard to its conflict-of-laws principles, except where mandatory consumer rights in your jurisdiction apply (see Terms of Service for details).
   

• EU consumers retain the right to bring claims in their local courts. Disputes may also be submitted via the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr.