DOMERLYHOME™ | Store Operator: Shenzhen Ruiyijie Trading Co., Ltd. | Legal Representative: Yao Junjie
Company Address: Room 105, No. 259, Block 4, Longsheng New Village, Longsheng Community, Dalang Subdistrict, Longhua District, Shenzhen, China | Customer Service Email: service@domerlyhome.com
Effective Date: September 28, 2026
1. Scope of This Policy
This Shipping Policy explains how orders placed through the official DOMERLYHOME™ store are prepared, routed, tracked, and delivered. It also describes what customers should do when an address needs correction, tracking stops updating, a parcel is damaged, or the carrier records delivery but the parcel cannot be located.
The delivery options, destination eligibility, and any applicable delivery charge shown during the order process form part of the order details. DOMERLYHOME™ does not promise delivery to a location that the store does not accept at the time the order is submitted.
2. Order Review and Dispatch Readiness
Before dispatch, an order may be checked for inventory, address completeness, unusual risk indicators, and any customer-requested correction. A dispatch notice will be sent when carrier information becomes available. An order is considered dispatched when it has been transferred to the carrier or logistics network, not when an electronic label is first created.
Orders containing multiple products may be divided into separate parcels for stock location, parcel safety, or carrier efficiency. When this occurs, each parcel may receive its own tracking record and may arrive at a different time without changing the products included in the order.
3. Transportation Time
The normal transportation period is 3–7 business days after dispatch. Business days exclude weekends and official public holidays affecting the relevant route. The period is an operational estimate, not a guarantee of a particular hour or date.
Severe weather, carrier disruption, access restrictions, customs review, regional events, and an incomplete address can extend the period. The store will not display artificial countdowns or describe an estimate as guaranteed when it is not.
4. Destination and Address Accuracy
Customers must provide a complete deliverable address, recipient name, and contact detail. Apartment, unit, floor, building, district, postal code, and access instructions should be included where relevant. DOMERLYHOME™ is not responsible for delay caused by information that is missing or inaccurate, although the support team will make a reasonable effort to help.
An address-correction request should be sent to service@domerlyhome.com as soon as possible. A change cannot be guaranteed after dispatch. For security, the store or carrier may require reasonable identity or order verification before redirecting a parcel.
5. Tracking Information
When tracking is available, the customer will receive a carrier reference by email or through the order-status page. A tracking event may take time to appear after dispatch, especially when a parcel moves between logistics partners. Repeated scans are not generated at every physical handoff.
If no meaningful tracking update appears for an unusual period, send the order number and tracking reference to service@domerlyhome.com. The support team will review the request within 3 business days and may open a carrier inquiry when appropriate.
6. Delivery Attempts and Safe Locations
Depending on local practice, a carrier may deliver to the recipient, an authorized person, a reception desk, a secure parcel location, or another location permitted by the customer’s instructions. The carrier may also schedule another attempt or hold the parcel at a collection point.
Customers should follow carrier notices promptly. A parcel left uncollected after the carrier’s stated holding period may be returned as undeliverable. Delivery preferences submitted directly to a carrier remain subject to that carrier’s terms and local rules.
7. A Parcel Marked Delivered but Not Located
First check entrances, mail areas, secure locations, household members, building staff, and any delivery image or carrier note. If the parcel is still missing, contact the carrier and service@domerlyhome.com promptly. Include the order number, tracking reference, and confirmation that the usual delivery locations were checked.
DOMERLYHOME™ may request a carrier trace, a written non-receipt confirmation, or other proportionate information. A remedy will be determined from the trace result, delivery evidence, applicable law, and the facts of the case.
8. Damaged Parcels or Missing Contents
Photograph the external parcel, shipping label, internal protection, product, and visible damage before discarding anything. If an item or component is missing, photograph everything received. Send the evidence and order number to service@domerlyhome.com so that the store can compare the report with dispatch records and carrier data.
The support team will review the after-sales request within 3 business days. Verified issues will be handled under the Return Policy and applicable consumer law.
9. Delays and Carrier Disruption
If the 3–7-business-day transportation estimate has passed, contact customer service. The store will check available scans and, when warranted, ask the carrier to investigate. An inquiry may require carrier processing time beyond the store’s initial review period.
DOMERLYHOME™ will not misrepresent a known delay or create false shipment events. When reliable information is available, the customer will receive a practical update or an appropriate resolution.
10. International Routes, Customs, and Import Requirements
For a cross-border order, customs or local authorities may inspect a parcel or request lawful recipient information. The customer is responsible for ensuring that the ordered product may lawfully be imported into the destination. Any duty, tax, or import charge will be handled according to the disclosures shown for the order and applicable law; the store will not add an undisclosed mandatory charge after submission.
A customs inspection is outside the direct control of DOMERLYHOME™ and may extend delivery. Customers should respond promptly to a legitimate authority or carrier request and should verify the sender before sharing personal information.
11. Refused or Undeliverable Orders
A parcel may be returned when the address is invalid, access is unavailable, delivery attempts are missed, collection time expires, entry is legally restricted, or the recipient refuses delivery. Once the returned parcel is received and identified, the store will review the order under the Return Policy.
Where legally allowed, actual carrier costs caused by an inaccurate customer-supplied address or an unsupported refusal may affect the final refundable amount. No deduction will be invented or concealed, and mandatory consumer rights remain unchanged.
12. Lost-Parcels Review
A parcel is not automatically considered lost merely because a scan is delayed. DOMERLYHOME™ will use available tracking, carrier findings, delivery evidence, and customer information to determine the status. If the carrier confirms loss or the evidence otherwise establishes non-delivery, the store will offer a lawful remedy appropriate to the order.
Claims involving altered records, duplicate recovery, or deliberate misdirection may be declined and referred for further review. Genuine customers will receive a fair evidence-based assessment.
13. Relationship to Returns and Refunds
An eligible return request must be made within 30 calendar days after confirmed delivery. When a refund is approved and issued, it normally appears within 7–10 business days. Full conditions, evidence requirements, and exceptions are provided in the Return Policy.
14. Contact
For a shipping question, email service@domerlyhome.com and include the order number, recipient name, tracking reference, and a concise description of the issue. The company identity and address at the beginning of this page identify the store operator and should not be used as a return destination unless customer service expressly authorizes it.