Shipping Policy

Last updated: July 29, 2026

1. ABOUT THIS POLICY

This Shipping Policy applies to eligible orders placed through https://exdivo.com/ (the “Website”).

The Website is operated by Exdivo Trading Limited, trading as ExDivo (“ExDivo,” “we,” “us,” or “our”), a company incorporated in the British Virgin Islands.

This Policy should be read together with our Terms of Service, Return and Refund Policy, Payment Policy, and Privacy Policy.

2. SHIPPING AVAILABILITY

We ship only to destinations where the sale, importation, delivery, possession, and use of the relevant products are permitted by applicable law and supported by our carriers and fulfillment partners.

We do not accept orders for delivery to Hong Kong SAR or to any other jurisdiction where the relevant products cannot lawfully be sold or delivered.

Available shipping destinations may change without notice because of legal restrictions, carrier availability, product type, licensing requirements, age-verification requirements, or operational limitations.

The availability of a destination at checkout does not override applicable law. We may refuse or cancel an order if we determine that delivery is prohibited or cannot be completed lawfully.

3. ORDER PROCESSING TIME

Orders are generally processed within 1 to 3 business days after they are placed.

Processing may include payment authorization, fraud and security review, age or identity verification, address verification, product inspection, inventory allocation, packaging, and transfer to the applicable fulfillment facility.

Business days do not include weekends or public holidays.

Orders placed during weekends, public holidays, promotional events, or periods of unusually high demand may require additional processing time.

An order is not considered shipped until it has been transferred to the carrier and a shipment confirmation has been issued.

4. FULFILLMENT LOCATIONS

Orders may be fulfilled from different locations depending on product availability, delivery destination, applicable law, and carrier availability.

Some United States orders may be fulfilled through a fulfillment facility in Chicago, Illinois.

The Chicago fulfillment facility is not ExDivo’s headquarters, retail store, public customer-service location, or general return address.

Do not send returns to the Chicago facility or to any address shown on a shipping label unless ExDivo customer service has provided written return authorization and the applicable return instructions.

5. ESTIMATED DELIVERY TIME

Standard delivery is generally estimated to take 10 to 15 business days after dispatch.

This is an estimate, not a guaranteed delivery date.

The total time between placing an order and receiving it includes both order processing time and carrier transit time.

Delivery times may vary because of destination, product type, carrier availability, age-verification or adult-signature requirements, customs or import processing, local delivery restrictions, weather, holidays, peak shipping periods, inaccurate delivery information, or circumstances outside our reasonable control.

Any delivery date shown at checkout, in an email, or in tracking information is an estimate unless expressly identified as guaranteed.

6. SHIPPING DELAYS

If we become aware of a significant delay before dispatch, we may contact you using the email address or telephone number provided with the order.

If we cannot ship within the time stated at checkout or otherwise promised, we will provide an updated estimate and, where required by applicable law, give you the option to agree to the delay or cancel the affected unshipped order for a refund to the original payment method.

After dispatch, carrier delays may occur. We will provide reasonable assistance with tracking and delivery inquiries, but we cannot control carrier operations, customs processing, government action, weather, or other events outside our reasonable control.

7. SHIPPING CONFIRMATION AND TRACKING

After an order has been dispatched, we will normally send a shipment confirmation email containing available tracking information.

Tracking information may require 24 to 72 hours to become active after the shipment confirmation is issued.

Tracking updates may be delayed or incomplete while a parcel is moving between carrier facilities, awaiting a local scan, undergoing customs or compliance processing, or being transferred between delivery partners.

A lack of immediate tracking updates does not necessarily mean that the parcel has been lost.

If tracking has not updated for an extended period, contact info@exdivo.com with your order number.

8. AGE VERIFICATION AND DELIVERY SIGNATURE

Products sold through ExDivo are age-restricted.

For United States orders, the purchaser and recipient must be at least 21 years old.

We or our service providers may conduct age and identity verification before dispatch.

Where required by law or carrier procedure, delivery may require an adult recipient, a valid government-issued photo identification document, and a signature at the delivery address.

A parcel may not be released if the recipient cannot complete the required verification.

Additional delivery attempts, return charges, or other reasonable costs caused by failed age verification may be deducted from a refund where permitted by applicable law.

9. SHIPPING CHARGES, TAXES, AND DUTIES

Applicable shipping charges will be displayed at checkout before the order is submitted.

Unless expressly stated otherwise, shipping charges do not include customs duties, import taxes, excise taxes, brokerage charges, local fees, or other government charges imposed at the delivery destination.

Where applicable law requires the customer or importer to pay such charges, the customer is responsible for them.

ExDivo does not control customs authorities and cannot guarantee that an order will be free from inspection, delay, tax, duty, seizure, refusal, or other government action.

Shipping charges and available methods may vary according to destination, order value, product type, package weight, and carrier availability.

10. SHIPPING ADDRESS

You are responsible for providing a complete, accurate, and deliverable shipping address.

Review the shipping information carefully before completing checkout.

Contact info@exdivo.com immediately if an address needs to be corrected. We cannot guarantee that an address can be changed after an order has entered fulfillment or been dispatched.

ExDivo is not responsible for delivery failure caused by an incorrect or incomplete address, an unauthorized forwarding instruction, failure to collect the parcel, refusal of delivery, inability to complete required age verification, or failure to pay applicable customs or import charges.

Where permitted by applicable law, reasonable reshipping, return, handling, customs, or carrier costs caused by these circumstances may be charged to the customer or deducted from a refund.

11. SPLIT SHIPMENTS

An order containing multiple products may be shipped in more than one parcel or from more than one fulfillment location.

If an order is split, you may receive separate shipment confirmations and tracking numbers.

Products may arrive on different dates. A partial delivery does not necessarily mean that the remainder of the order is missing.

12. DAMAGED, MISSING, OR INCORRECT SHIPMENTS

Please inspect the parcel and products promptly after delivery.

If an order arrives damaged, contains an incorrect product, is missing an item, or shows signs of tampering, contact info@exdivo.com as soon as reasonably possible.

For visible transit damage or an incorrect shipment, please contact us preferably within 48 hours after delivery.

Include your order number, photographs or video of the outer parcel, photographs of the shipping label, photographs or video of the affected product, a description of the issue, and any available carrier documentation.

Keep all packaging, damaged products, and shipping materials until we complete our review.

Do not rely only on contacting the carrier. ExDivo will review the matter and, where appropriate, coordinate with the carrier or fulfillment provider.

If we confirm that an item was damaged in transit, lost, missing, or incorrectly supplied, we may provide a replacement, reshipment, partial refund, or full refund, depending on the circumstances, product availability, and applicable law.

13. LOST OR STOLEN PARCELS

A parcel is not automatically considered lost solely because tracking is delayed.

If tracking shows no meaningful movement beyond the expected delivery period, contact info@exdivo.com so that we can review the shipment and, where appropriate, open an inquiry with the carrier.

If tracking shows “delivered” but you cannot locate the parcel, check the delivery location and surrounding area, ask household members or building staff, review any carrier delivery photograph or notice, contact the carrier, and notify ExDivo promptly.

We will review available tracking, delivery, verification, and carrier information. Remedies for a confirmed lost or misdelivered parcel will be determined according to the circumstances and applicable law.

ExDivo is not responsible for theft occurring after a parcel has been correctly delivered to the address provided, except where applicable law requires otherwise.

14. REFUSED, UNCLAIMED, OR UNDELIVERABLE PARCELS

If a parcel is returned because it was refused, unclaimed, addressed incorrectly, subject to failed age verification, or could not be delivered for a reason attributable to the customer, we may deduct reasonable outbound shipping, return shipping, handling, customs, or carrier charges from the refund where permitted by law.

Age-restricted or consumable products that cannot safely or legally be resold may not qualify for a full refund.

This section does not apply where the delivery failure resulted from an error by ExDivo or a confirmed carrier error.

15. ORDER CANCELLATION AFTER DISPATCH

An order cannot normally be cancelled after dispatch.

After delivery, an eligible product may be returned only in accordance with our Return and Refund Policy.

Do not refuse a parcel as a substitute for following the approved return process unless ExDivo customer service has instructed you to do so.

16. CONTACT US

Brand:
ExDivo

Website operator:
Exdivo Trading Limited

Jurisdiction of incorporation:
British Virgin Islands

Official primary website:
https://exdivo.com/

Customer service email:
info@exdivo.com

For shipping assistance, include your order number and the email address used to place the order.

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