Shipping policy

Shipping Policy
Last Updated: August 17, 2026
Welcome to Sylhlw (referred to as “we”, “us”, or “our”). This Shipping Policy governs order processing, fulfillment and delivery for all purchases made through our website. By placing an order with us, you agree to be bound by the terms outlined below.
1. Order Processing Time
All orders are processed within 1‑3 business days (Monday‑Friday), excluding weekends and official public holidays, once payment is fully confirmed.
Orders submitted on weekends or public holidays will start processing on the next available business day.
During peak promotional periods, holiday seasons, or unexpected order surges, processing timelines may be extended. If significant delays are anticipated, we will notify you by email.
We do not process or dispatch packages on weekends or public holidays.
2. Order Cut‑off Time
Orders received before 12:00 PM noon (UTC‑5 Eastern Time, US) on a business day will generally enter processing the same day. Any orders placed after noon will move to processing on the following business day.
3. Shipping Methods & Estimated Delivery Times
All delivery times are estimates starting from the date your package is dispatched, not your order date, and provided by third‑party carrier partners. Actual transit may fluctuate due to weather conditions, customs inspections, carrier backlogs, or other unforeseen events. We do not guarantee exact delivery dates.

Shipping Method	Estimated Transit	Service Area
Standard (Economy)	7‑14 business days	United States Domestic
Expedited	2‑4 business days	United States Domestic
Priority / Overnight	1‑2 business days	Select U.S. domestic locations
Standard International	10‑20 business days	Countries outside the United States
Express International	5‑10 business days	Countries outside the United States

4. Shipping Rates & Carriers
Domestic US Orders
Shipping costs are automatically calculated at checkout, based on package weight, dimensions, and delivery destination. We work with trusted carriers including USPS, FedEx and DHL.
International Orders
International shipping fees are also computed in real‑time during checkout. We partner with major global carriers such as DHL, FedEx, UPS and national postal services.
Free Shipping Promotion
We may offer complimentary standard domestic shipping for orders meeting a minimum subtotal threshold (example: orders over $100 USD). Promotional terms are subject to change and will be clearly displayed on‑site at checkout.
All shipping charges and product prices are denominated in USD.
5. Order Tracking
After dispatch, you will receive a shipping confirmation email containing:
Carrier name
Unique tracking number
Direct tracking link
Please allow up to 48 hours for carrier systems to activate and populate tracking data. You may also view shipment updates by logging into your customer account on our website.
6. International Shipping, Customs & Import Responsibilities
For shipments delivered outside the United States:
Import Duties, Taxes & Customs Fees: Any import duties, consumption taxes, clearance charges levied by the destination country are the sole responsibility of the recipient. We cannot predict or control these charges. Please consult your local customs authority prior to placing your international order.
Customs‑Related Delays: We are not liable for hold‑ups caused by customs inspections, quarantine procedures or local regulatory requirements. Herbal / botanical goods may attract higher customs inspection rates in many jurisdictions.
Prohibited & Restricted Imports: Certain territories enforce import restrictions on herbal tea and botanical‑based goods. It is your obligation to confirm the item can be legally imported into your receiving country. We retain full rights to cancel orders for destinations where lawful import cannot be guaranteed.
Customs Declaration: We declare the full actual purchase value on all customs documentation as legally required. We will not under‑declare value or mark commercial goods as gifts to evade import duties.
7. Shipping Address Accuracy
You are fully responsible for entering complete, accurate delivery information at checkout, including apartment / unit identifiers, postal / zip codes and valid contact phone numbers, especially for international shipments.
If you spot an address error immediately after checkout, send an email to lxwhhc@126.com right away. Corrections can only be applied before the package is dispatched. Once shipped, address rerouting is not available.
If a parcel is returned to us due to incomplete or incorrect customer‑provided address, we will reach out to you. Reshipment will incur additional shipping fees to be covered by the buyer.
8. Undeliverable Packages & Refused Delivery
Packages will be returned to our warehouse if:
Multiple carrier delivery attempts go unanswered
Recipient refuses to pay applicable customs duties and import taxes
Parcel is not collected from local depot within carrier holding period
Delivery address provided is invalid or incomplete
For returned undeliverable parcels: we will process a refund for product value only. Original outbound shipping cost and carrier return fees will be deducted from your refund amount. Original shipping charges are non‑refundable for undeliverable shipments.
If you would like us to resend your goods, new full shipping fees must be paid in advance.
9. Lost, Stolen or Damaged Shipments
We carefully seal and package our herbal tea blends for transit protection. However, once the carrier takes physical possession of your parcel, we are not directly responsible for loss, theft or in‑transit damage.
Lost‑in‑Transit: If tracking shows “delivered” but you have not received your package, please first check with neighbors, building management and your local post office. Submit your inquiry to us within 7 calendar days of marked delivery date. We will open an official carrier trace investigation. If the carrier confirms total loss, we will offer either re‑shipment or product refund at our discretion.
Damaged Goods Upon Arrival: If your package arrives visibly damaged:
Take clear photos of outer packaging and all damaged contents
Retain all original packing materials
Email us at lxwhhc@126.com within 48 hours of delivery, attach photos and your order number.
We will assess your claim and coordinate with the carrier for resolution. Remedies may include item replacement or partial store / monetary refund based on each individual case.
Stolen After Delivery: We cannot take responsibility for packages stolen after carrier status updates to “delivered”. For higher‑value orders, we strongly recommend selecting signature‑required delivery where available.
10. Signature‑Required Delivery
For high‑value orders, we may apply signature‑required delivery to help secure your package. If you wish to waive signature confirmation, please contact our support team in advance. Please note we will not accept liability for loss or theft occurring after carrier marks the package as delivered if signature requirement is waived.
11. Split Shipments
When your order contains inventory sourced from separate warehouses, we may split your purchase across multiple parcels. You will receive an independent tracking number for each shipment. There is no extra customer charge for split shipments, unless you selected expedited shipping and part of the order must ship via standard service; we will notify you ahead of time in this scenario.
12. Temperature & Humidity Note for Herbal Tea
Our herbal tea performs best stored in cool, dry conditions. All products are sealed inside moisture‑resistant pouches before dispatch. Extended exposure to extreme heat or high humidity while in carrier transit may impact aroma and flavor profile. While we take reasonable protective packaging measures, we cannot be held accountable for quality changes caused by uncontrollable carrier storage and transit environments.
13. Policy Revisions
We reserve the right to update this Shipping Policy at any time. Revisions will be published on this page with a new “Last Updated” date. Modified terms apply only to orders placed after the revision effective date. We encourage you to review this page periodically.
14. Contact Support
For shipping‑related questions, tracking assistance, address changes or damage / loss claims, please reach our support team:
Email: contact@sylhlw.com
Please include your order number in your message to speed up support processing.