Shipping policy

RetailArk
Operated by Athelux LLC, a Wyoming single-member limited liability company
30 North Sheridan, Sheridan, Wyoming, United States
Email: robinods95@gmail.com
Last Updated:23-9-2026

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1. Overview

This Shipping Policy explains how RetailArk processes, ships, and delivers orders. It forms part of, and is incorporated into, our Terms of Service. By placing an order, you agree to this policy.

In short:

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2. Order Processing

2.1 Processing Timeline

Orders are typically verified and processed within 1–3 business days after payment confirmation. During peak periods (holidays, major sales, viral product launches), processing may take longer.

2.2 Order Verification

Before dispatch, we may perform verification checks including:

• Payment authorization and fraud screening through Shopify Payments

• Address validation

• Confirmation of item availability with our suppliers

If verification fails or additional information is needed, we will contact you at the email address provided at checkout. Orders awaiting verification may experience delays.

2.3 Order Confirmation

You will receive an order confirmation email immediately after checkout. This confirms we received your order — it does not confirm the order has been accepted or dispatched. Acceptance occurs upon dispatch (see Section 4).

2.4 Changes and Cancellations

We cannot guarantee changes or cancellations after an order is placed. Requests are only possible before dispatch. Contact us immediately at robinods95@gmail.com with the subject line "Cancel Order – Order #[number]" or "Change Order – Order #[number]." We will attempt to accommodate your request but cannot promise success, especially if the order has already entered fulfillment with our suppliers.

For full details, see our Refund & Return Policy (Section 11).

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3. Shipping and Delivery Timelines

3.1 Combined Window — 7 to 15 Business Days

All orders are processed and delivered within 7 to 15 business days from the date the order is placed.

This is a combined window covering the entire journey from order placement to delivery:

• Order verification

• Processing and fulfillment

• Dispatch

• In-transit time

• Final delivery

It is not a processing window plus a separate delivery window. The total time from order to doorstep is 7–15 business days.

3.2 What Counts as a Business Day

Business days are Monday through Friday, excluding:

• Saturdays and Sundays

• U.S. federal holidays

• Holidays observed by our suppliers and carriers in their respective regions

3.3 Delivery Estimates Are Not Guarantees

The 7–15 business day window is an estimate, not a guarantee. Actual delivery times may vary based on:

• Your location and distance from the fulfillment center

• Carrier performance and routing

• Customs processing (international orders)

• Weather, natural events, or carrier disruptions

• Peak season volume (Black Friday, Cyber Monday, holiday season)

• Product availability and restocking

We are not liable for delays caused by events outside our reasonable control (see Section 9).

3.4 Split Shipments

If your order contains multiple items, they may ship separately from different fulfillment locations. You will receive tracking information for each shipment as it is dispatched. Items may arrive on different days.

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4. Order Dispatch and Tracking

4.1 Dispatch Confirmation

Once your order is dispatched, we will send a shipping confirmation email containing:

• Your order number

• The item(s) shipped

• Carrier name (where available)

• Tracking number

• Tracking link

Dispatch of your order constitutes our acceptance of your order and forms the contract of sale between you and RetailArk.

4.2 Tracking on All Orders

Tracking is provided for all orders. You can use the tracking number to monitor your shipment's progress.

4.3 Tracking Activation Delay

Tracking numbers may take 24–72 hours to become active in the carrier's system after dispatch. If your tracking shows no movement during this period, this is normal. Please wait before contacting us.

4.4 Tracking Status Delays

Occasionally, tracking information may not update for several days even though your package is in transit. This is common with international shipments and during peak periods. If tracking has not updated for more than 7 business days, contact us at robinods95@gmail.com with your order number.

4.5 Lost in Transit

If tracking confirms your package is lost in transit, contact us immediately. We will work with the carrier and our suppliers toward a resolution, subject to our Refund & Return Policy.

4.6 Delivered but Not Received

If tracking shows your order as delivered but you have not received it:

1. Check with neighbors, household members, and building management.

2. Check around your property, including porches, garages, and mail areas.

3. Contact the carrier directly with your tracking number to file a claim.

4. Contact us at robinods95@gmail.com within 7 days of the marked delivery date.

Once a carrier marks a package as delivered, risk of loss passes to you (see Section 7). We will assist where we reasonably can, but we are not responsible for packages confirmed delivered to the address you provided.

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5. Shipping Destinations

5.1 Worldwide Shipping

We ship worldwide, with our primary market in the United States.

5.2 Restricted Destinations

We may restrict or refuse shipping to certain countries, regions, or addresses at our discretion, including where:

• Carriers cannot operate or deliver reliably

• Local laws prohibit the import of a specific product

• The destination is subject to U.S. or international trade sanctions or embargoes

• Customs regulations make delivery impractical

• We have experienced high rates of loss, fraud, or delivery failure in that region

If we cannot ship to your location, we will cancel the order and issue a full refund.

5.3 P.O. Boxes and APO/FPO Addresses

• P.O. boxes: May be accepted for some destinations depending on the carrier. If a carrier cannot deliver to your P.O. box, we may contact you to provide an alternative address.

• APO/FPO/DPO addresses: May be supported for eligible U.S. military addresses. Delivery times may be longer than the standard 7–15 business day window.

5.4 Remote and Hard-to-Reach Areas

Deliveries to remote, rural, or hard-to-reach areas may take longer than the standard window. Additional shipping fees may apply for certain remote destinations. If this applies to your order, we will contact you before dispatch.

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6. Shipping Costs

6.1 Calculation at Checkout

Shipping costs are calculated at checkout based on:

• Destination country and region

• Order weight and dimensions

• Selected shipping method (where options are available)

6.2 Free Shipping

Free shipping is available on qualifying orders. The qualifying threshold and any conditions are displayed at checkout or on our website. We reserve the right to change free shipping thresholds at any time.

6.3 Shipping Cost Refunds

Original shipping charges are non-refundable unless:

• The item arrived damaged, defective, or incorrect, or

• The return is required by applicable consumer law

See our Refund & Return Policy (Section 8.2) for details.

6.4 Combined Shipping

Where multiple items ship together, shipping is charged once per order. If items ship separately (split shipments), no additional shipping charge applies unless clearly stated at checkout.

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7. Risk of Loss and Title

Risk of loss and title for all products pass to you upon delivery to the carrier. This means that once your order is handed to the shipping carrier, the risk of loss or damage in transit is transferred to you.

However, if your order is confirmed lost in transit, we will work with you and the carrier toward a resolution, subject to our Refund & Return Policy.

If your order arrives damaged, report it within 7 days of delivery (see Section 10).

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8. International Orders — Duties, Taxes, and Customs

8.1 Your Responsibility

If you are ordering from outside the United States, your order may be subject to import duties, taxes, VAT, GST, customs fees, brokerage charges, and other charges levied by your destination country.

These charges are your sole responsibility. They are not included in the product price or shipping fee.

8.2 How Charges Are Assessed

Customs authorities in your country determine whether charges apply and how much they are. We have no control over:

• Whether charges apply

• The amount of any charges

• When charges are assessed

• How charges are collected

8.3 Payment of Charges

• Charges may be collected by the carrier before delivery.

• If you do not pay the charges, the package may be held, returned to sender, or abandoned.

• Refused deliveries due to unpaid customs charges are treated as abandoned and are not eligible for refund (see Section 11.1).

8.4 Customs Delays

Customs processing can add significant delays beyond our 7–15 business day window. We are not responsible for customs delays, holds, or inspections.

8.5 Customs Documentation

We complete customs declarations accurately, including declared value and product description. We cannot and will not:

• Mark orders as "gifts" to avoid customs charges

• Under-declare the value of your order

• Falsify customs documentation in any way

Requests to do so will be declined, and the order may be cancelled.

8.6 Returned International Orders

If an international order is returned to sender due to:

• Unpaid customs charges

• Refused delivery

• Incorrect or incomplete address

• Customer unavailability

The order may be treated as abandoned. You will not be entitled to a refund of the product price or shipping costs, except where required by law.

See our Refund & Return Policy (Section 13) for details.

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9. Delays Beyond Our Control

We are not liable for shipping delays or failures caused by events outside our reasonable control, including but not limited to:

• Carrier disruptions, strikes, or operational failures

• Customs holds, inspections, or processing delays

• Severe weather, natural disasters, or acts of God

• Pandemics, public health emergencies, or government restrictions

• National or regional holidays

• Political unrest, war, or civil disruption

• Cyber incidents affecting carriers or infrastructure

• Supplier delays outside our reasonable control

• Peak season volume surges

In such cases, we will make reasonable efforts to keep you informed and assist with tracking, but we cannot guarantee delivery within the standard window.

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10. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

1. Stop using the item immediately.

2. Contact us at robinods95@gmail.com within 7 days of delivery.

3. Include your order number and clear photos or video showing:

   • The item and the issue

   • The packaging, including any visible external damage

   • The shipping label, if relevant

4. Retain the item and all packaging until we respond.

Verified claims will be resolved at our cost — via refund or replacement — with no return shipping charge to you.

Full details are in our Refund & Return Policy (Section 10).

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11. Refused, Unclaimed, and Undeliverable Orders

11.1 Refused Deliveries

If you refuse delivery of an order:

• The order may be treated as abandoned upon return to sender.

• You will not receive a refund of the product price or shipping costs, except where required by law.

• International orders refused to avoid customs charges are subject to the same treatment.

11.2 Unclaimed Orders

If an order is returned to sender because it was not claimed within the carrier's holding period, we may:

• Offer a replacement shipment at your expense, or

• Issue a refund less the original shipping cost and any return shipping or handling fees

11.3 Incorrect or Incomplete Addresses

You are responsible for providing a complete and accurate shipping address. We are not responsible for orders delivered to an address you supplied incorrectly, or for orders returned to sender due to an incorrect or incomplete address.

If a package is returned to sender due to an address issue:

• We may offer to reship at your expense, or

• Issue a refund less shipping and handling fees

11.4 Undeliverable Addresses

If an address is flagged as undeliverable by the carrier before dispatch, we will contact you to correct it. If we cannot reach you within 5 business days, the order may be cancelled and refunded (less any non-recoverable costs).

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12. Address Changes

We cannot guarantee address changes after an order is placed. Address changes are only possible before dispatch.

To request an address change:

• Email robinods95@gmail.com immediately with subject line "Address Change – Order #[number]"

• Include your order number, the current address, and the corrected address

If the order has already been dispatched, we cannot change the address. You may need to contact the carrier directly or make arrangements for pickup.

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13. Multiple Orders and Split Shipments

13.1 Multiple Orders

If you place multiple orders, they may be shipped separately. Each order has its own processing and delivery timeline.

13.2 Split Shipments

If your order contains multiple items from different suppliers or fulfillment locations, it may be split into multiple shipments. You will receive separate tracking information for each shipment as it is dispatched.

13.3 Combined Processing

We do not combine orders placed separately. If you wish to combine shipping, place a single order at checkout.

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14. Delivery Confirmation and Proof of Delivery

Delivery confirmation is provided by the carrier through tracking status. This may include:

• Photo proof of delivery

• Signature confirmation (for some orders or destinations)

• GPS delivery location (for some carriers)

If tracking shows delivered but you did not receive the item, see Section 4.6.

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15. Shipping FAQ

How long will my order take?
All orders are processed and delivered within 7–15 business days from the date the order is placed. This is a combined window.

Do you provide tracking?
Yes. Tracking is provided for all orders.

Do you ship worldwide?
Yes. We ship worldwide, with our primary market in the United States.

Who pays customs and duties?
You do. Import duties, taxes, VAT, GST, and customs fees are your sole responsibility for international orders.

Can I change my shipping address?
Only before dispatch. Contact us immediately at robinods95@gmail.com.

Can I cancel my order?
Only before dispatch. Contact us immediately.

What if my order is delayed?
Delivery timelines are estimates, not guarantees. If your tracking has not updated in more than 7 business days, contact us.

What if my package is lost in transit?
Contact us with your order number. We will work with the carrier and our suppliers toward a resolution.

What if my package shows delivered but I didn't receive it?
Check with neighbors and the carrier first, then contact us within 7 days of the marked delivery date.

Do you ship to P.O. boxes?
Sometimes, depending on the carrier and destination. If we cannot ship to your P.O. box, we will contact you.

Do you ship to APO/FPO/DPO addresses?
Yes, where supported. Delivery may take longer than the standard window.

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16. Summary Table

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17. Contact Us

For all shipping inquiries:

Athelux LLC (RetailArk)
30 North Sheridan
Sheridan, Wyoming, United States
Email: robinods95@gmail.com

Subject lines to use:

• General shipping question: "Shipping Inquiry – Order #[number]"

• Tracking issue: "Tracking Issue – Order #[number]"

• Address change: "Address Change – Order #[number]"

• Damaged item: "Damaged Item – Order #[number]"

• Lost in transit: "Lost in Transit – Order #[number]"

• Delivered but not received: "Not Received – Order #[number]"

• Customs question: "Customs – Order #[number]"

We respond to all inquiries within 2–3 business days.