Shipping & Delivery Policy

Last Updated: August 27, 2026

At Pellucem, we want every order to arrive as smoothly, securely, and transparently as possible.

This Shipping & Delivery Policy explains how Pellucem orders are processed, shipped, tracked, and handled throughout the delivery process, including shipping fees, estimated delivery times, customs and duties, address changes, delays, lost packages, misdeliveries, and refused or returned shipments.

Please review this policy before placing your order.

1. Order Processing

Orders are prepared for shipment after payment has been successfully authorized and the order has been accepted.

Most orders are processed within 24 hours after the order is successfully placed and payment is confirmed.

Order processing time is separate from shipping transit time. The estimated delivery period begins after your order has been dispatched.

In limited circumstances, processing may take longer due to:

• Payment or security verification;
• Incorrect or incomplete order information;
• Product availability;
• Unusually high order volume;
• Public holidays;
• Promotional periods; or
• Circumstances outside our reasonable control.

If we are unable to process your order within the normal processing period due to a material issue, we will make reasonable efforts to notify you.

Once your order has been shipped, you will normally receive a shipping confirmation email with tracking information where tracking is available.

2. Shipping Destinations & Estimated Delivery Times

Pellucem currently ships to a number of international destinations.

For our primary shipping destinations, the estimated shipping transit times are:

Destination	Estimated Shipping Time
United States	8–11 business days
Canada	8–11 business days
Australia	8–11 business days

These estimated shipping times begin after your order has been processed and dispatched and do not include the order processing period of up to 24 hours.

Delivery estimates are provided for reference and are not guaranteed delivery dates unless we expressly state otherwise.

Delivery times may occasionally be affected by customs clearance, weather, local carrier operations, transportation disruptions, public holidays, peak shipping periods, or other events outside our reasonable control.

If we offer shipping to additional destinations, the estimated delivery time applicable to your destination may be displayed at checkout or otherwise communicated to you before or after your order is shipped.

3. Shipping Fees & Free Shipping

Our standard shipping fee is determined by the merchandise subtotal of your order after applicable discounts and before taxes, customs duties, or other governmental charges.

• Orders over US$39.99: Free standard shipping
• Orders of US$39.99 or less: US$5.99 standard shipping fee

Any applicable shipping charge will be displayed during checkout before you complete your purchase.

If a promotional shipping offer provides different terms, the terms of that specific promotion will apply during the promotional period.

4. Shipping Confirmation & Tracking

Once your order has been dispatched, you may receive a shipping confirmation email containing your tracking number and available tracking information.

Please allow some time for tracking information to become active after the package has been handed to the carrier.

Tracking information is provided by the applicable carrier and may occasionally update with a delay. A temporary lack of tracking updates does not necessarily mean that the package has been lost.

If your tracking information has not updated for an extended period or your order has passed its estimated delivery timeframe, please contact us at:

Email: support@pellucem.com

We will review the shipment information and, where appropriate, work with the carrier or logistics provider to investigate the status of your package.

5. Shipping Address & Address Changes

Customers are responsible for providing complete and accurate shipping information when placing an order.

Please carefully review your:

• Full name;
• Street address;
• Apartment, suite, building, or unit number, where applicable;
• City;
• State, province, or region;
• ZIP or postal code;
• Country; and
• Contact information.

If you notice an error in your shipping address after placing your order, please contact us as soon as possible at:

support@pellucem.com

If your order has not yet been shipped, we will make reasonable efforts to update the delivery address.

Once the order has been processed for shipment or transferred to a carrier, we cannot guarantee that the address can be changed because the shipment may already be in the carrier's delivery network.

If a delivery problem results from an incorrect or incomplete address provided by the customer, additional shipping costs may apply if reshipment is requested, where permitted by applicable law.

However, if a package is delivered incorrectly because of an error by Pellucem, our fulfillment provider, or the shipping carrier rather than because of information supplied by the customer, we will work with you to provide an appropriate solution and will not require you to bear responsibility for that error.

6. Delivery Delays

Occasional delivery delays may occur.

Possible causes include:

• Carrier network disruptions;
• Severe weather;
• Transportation interruptions;
• Customs clearance;
• Public holidays;
• Local delivery conditions;
• Unusually high shipping volumes;
• Governmental or regulatory actions; or
• Other circumstances outside our reasonable control.

If your package has passed the estimated delivery timeframe, please contact us at support@pellucem.com with your order number and tracking information.

We will review the available tracking information and, where appropriate, contact or coordinate with the carrier or logistics provider.

We will not automatically transfer responsibility for a carrier-related problem to the customer. If an investigation confirms that a package has been lost, materially mishandled, or incorrectly delivered due to a carrier or fulfillment issue, Pellucem will provide an appropriate resolution, which may include a replacement or refund depending on the circumstances.

If a delay materially affects our ability to fulfill your order, we will provide any cancellation, refund, replacement, or other remedy required under applicable law.

7. Customs, Duties, Taxes & Import Requirements

Orders shipped internationally may be subject to customs clearance, import duties, taxes, brokerage fees, or other governmental charges imposed by the destination country or region.

Unless expressly stated at checkout that such charges are included in the purchase price, customers are responsible for any import duties, taxes, or customs charges assessed by their local authorities.

These charges are determined by the destination country's customs or governmental authorities and are not controlled by Pellucem.

Where duties or taxes are collected by Pellucem during checkout, the applicable amount will be displayed before payment is completed.

Customs authorities may also require additional information from the recipient before releasing a shipment. Customers are responsible for providing accurate information reasonably required for customs processing.

Customs processing may affect the estimated delivery timeframe.

Nothing in this section limits your rights where a customs charge, delivery problem, or other expense results from an error attributable to Pellucem or where applicable law requires Pellucem to provide a remedy.

8. Multiple Shipments

Products in the same order may occasionally be shipped separately.

If this occurs, you may receive:

• More than one package;
• Separate shipping confirmation emails;
• Multiple tracking numbers; and
• Packages arriving on different dates.

Receiving only part of your order does not necessarily mean that the remaining items are missing.

Please review all available tracking information. If all estimated delivery periods have passed and part of your order is still missing, contact us at support@pellucem.com and we will assist you.

9. Failed Delivery & Packages Returned to Sender

A shipment may be returned to the sender if delivery cannot be completed.

This may occur because of:

• Incorrect or incomplete shipping information;
• An inaccessible delivery location;
• Repeated unsuccessful delivery attempts;
• Failure to collect a package when collection is required;
• Refusal of the shipment; or
• Other circumstances preventing successful delivery.

If your package is returned to the sender, please contact us at support@pellucem.com.

We will review the reason for the return before determining the appropriate resolution.

If the package was returned because of an incorrect or incomplete address supplied by the customer, failure to collect the shipment, or another circumstance reasonably attributable to the customer, we may require payment of an additional shipping fee before reshipping the order, where permitted by applicable law.

If the package was returned because of an error by Pellucem, our fulfillment provider, or the shipping carrier, we will provide an appropriate resolution without charging you an additional reshipping fee.

10. Lost Packages

If tracking information indicates that your package may have been lost in transit, or if the shipment has not arrived within the expected delivery period and tracking has stopped updating, please contact:

support@pellucem.com

Please provide:

• Your order number;
• Your full name;
• Your tracking number; and
• A brief description of the issue.

We may contact the applicable carrier, logistics provider, or fulfillment partner to investigate the shipment.

We may ask you to allow a reasonable period for the carrier to complete its investigation. However, responsibility for resolving a confirmed carrier loss will not be transferred entirely to the customer.

If the carrier confirms that the package was lost in transit due to a carrier or fulfillment issue, Pellucem will provide an appropriate resolution, which may include a replacement shipment or a refund depending on the circumstances.

Where a replacement is provided, we will generally ship the replacement to the original verified shipping address unless another arrangement is agreed with you.

11. Packages Marked as Delivered but Not Received

If tracking shows “delivered” but you have not received the package, please first check with your neighbors, building management, local post office, or carrier. If the package is still missing, please contact us at support@pellucem.com within 7 calendar days of the recorded delivery date. If the carrier confirms that the package was lost in transit or delivered incorrectly due to a carrier issue, we will provide an appropriate resolution, which may include a replacement or refund depending on the circumstances.

When contacting us, please provide your order number and tracking information so that we can review the delivery details and assist with the carrier investigation.

We may also ask you to review any delivery photograph, proof of delivery, safe-place information, mailroom records, reception records, or other delivery information made available by the carrier.

A tracking status showing “delivered” does not automatically eliminate your eligibility for assistance where there is evidence that the shipment was lost or misdelivered because of a carrier-related issue.

12. Refused Shipments

If you refuse a shipment, the appropriate resolution will depend on the reason for the refusal.

Customer-Initiated Refusal

If a shipment is refused because you changed your mind, declined to pay applicable import duties or taxes, failed to accept delivery, or for another reason attributable to you, the package may be returned to the sender.

Once the returned package has been received and verified, any eligible refund will be handled in accordance with our Return & Refund Policy.

Where permitted by applicable law, actual non-refundable shipping charges, return shipping costs, customs charges, or other costs incurred as a direct result of a customer-initiated refusal may be deducted from the refund.

Refusal Due to Damage, Incorrect Shipment, or Delivery Error

If you refuse a package because it is visibly damaged, materially incorrect, or affected by an error attributable to Pellucem, our fulfillment provider, or the carrier, please contact us promptly at support@pellucem.com.

After reviewing the circumstances, we will provide an appropriate resolution, which may include replacement or refund.

You will not be required to bear additional shipping costs where the refusal or failed delivery resulted from a confirmed error by Pellucem, our fulfillment provider, or the carrier.

13. Damaged Shipments

Please inspect your order promptly after delivery.

If your shipment arrives damaged, please retain:

• The product;
• The original product packaging;
• The outer shipping packaging; and
• The shipping label.

Please contact us at:

support@pellucem.com

Include your order number and clear photographs showing:

• The damaged product;
• The product packaging;
• The outer shipping package; and
• Any visible damage to the shipment.

We will review the information and provide an appropriate resolution based on the circumstances and applicable law.

14. Incorrect Items

If you receive a product that is different from the item you ordered, please contact:

support@pellucem.com

Please provide:

• Your order number;
• A description of the issue;
• Clear photographs of the item received; and
• Photographs of the product packaging, where relevant.

If we confirm that an incorrect item was sent due to an error by Pellucem or our fulfillment provider, we will provide an appropriate resolution, which may include sending the correct item or issuing a refund.

15. Order Changes & Cancellations

We begin preparing orders shortly after they are placed.

If you need to request an order change or cancellation, please contact us as soon as possible at:

support@pellucem.com

We will make reasonable efforts to accommodate your request if fulfillment has not yet been completed.

However, once an order has been processed for shipment or transferred to the shipping carrier, we cannot guarantee that it can be changed or cancelled.

If cancellation is no longer possible, any eligible return or refund will be handled in accordance with our Return & Refund Policy and applicable law.

16. Circumstances Beyond Our Reasonable Control

Shipping may occasionally be affected by extraordinary circumstances outside our reasonable control, including:

• Natural disasters;
• Extreme weather;
• Major carrier interruptions;
• Customs delays;
• Transportation disruptions;
• Government actions;
• Labor disruptions;
• Public emergencies; or
• Other extraordinary events.

We will make reasonable efforts to communicate material disruptions and assist affected customers.

This section does not eliminate any refund, replacement, cancellation, or other remedy that must be provided under applicable consumer-protection law.

17. Your Consumer Rights

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict, or limit any mandatory rights or remedies available to consumers under applicable law.

Where applicable consumer-protection laws provide rights greater than those described in this policy, those mandatory rights will apply.

18. Contact Us

If you have questions regarding order processing, shipping fees, tracking, delivery delays, address changes, customs, lost packages, damaged shipments, incorrect items, refused deliveries, or returned shipments, please contact our Customer Care team.

Pellucem Customer Care

Email: support@pellucem.com
Phone: +86 15561258547

Company Information

Brand Name: Pellucem

Company Name:
Duyou Tonghui E-Commerce (Hubei) Co., Ltd.

Registered Address:
Room 2-403, Building 18, No. 9 Caihong North Road, Huahu Subdistrict, Huangshigang District, Huangshi City, Hubei Province, China

Phone: +86 15561258547
Email: support@pellucem.com

Thank you for choosing Pellucem.

We appreciate your patience and trust as we work to deliver your beauty and skincare essentials safely and smoothly.

Pellucem
Beauty, Naturally Refined.