SHIPPING POLICY

Rilovio™ | Hangzhou Shunlian Network Technology Co., Ltd. | Legal Representative: Pang Ya
Business Address: Room 704-9, 7th Floor, Building 1, No. 180 Kecheng Street, Qiaosi Subdistrict, Linping District, Hangzhou City, Zhejiang Province | Email: service@rilovio.com

1. Our Shipping Approach

Rilovio™ aims to prepare and dispatch eligible orders promptly.

We understand that customers expect clear shipping information and reasonable assistance when a shipment is delayed, cannot be located, or arrives with a problem.

This policy explains our general shipping process.

2. Order Preparation

Orders are prepared for dispatch as quickly as reasonably possible.

Preparation may include:

• Reviewing order information;

• Confirming product availability;

• Allocating inventory;

• Conducting basic order checks;

• Packing products securely;

• Preparing shipment documentation;

• Transferring the parcel to the appropriate delivery provider.

Orders requiring additional review because of incomplete address information, customer-requested changes, inventory concerns, unusual order details, or other operational issues may require additional handling before dispatch.

3. Delivery Estimates

Delivery speed varies according to destination, carrier network, shipping route, local handling conditions, customs procedures where relevant, seasonal volume, weather conditions, and other factors outside normal store operations.

Rilovio™ therefore does not present a universal delivery period as a guaranteed arrival commitment.

Where an estimated delivery range is provided for a specific order, it is an estimate rather than a guaranteed delivery date.

We nevertheless aim to support prompt dispatch and reasonable shipment follow-up.

4. Shipping Charges

Shipping charges, where applicable, are determined according to factors such as delivery destination and the available delivery service.

Any applicable shipping amount will be presented during the order process before the customer submits the order.

Customers should review the order summary before final confirmation.

5. Shipping and Fulfillment Locations

Orders may be fulfilled from our own facilities, supplier facilities, distribution locations, or logistics partners depending on product availability and destination.

The facility used for fulfillment may not be the same as the business registration address listed in this policy.

We do not intend the company address shown on the website to imply that every parcel physically ships from that location.

6. Tracking

Where tracking is available, shipment information will be provided after dispatch.

Customers should allow the delivery provider reasonable time to register the parcel and update tracking events.

Some carriers or delivery routes may display fewer tracking scans than others.

7. Address Accuracy

Customers are responsible for reviewing the delivery information submitted with an order.

If an address needs to be corrected, contact:

service@rilovio.com

as soon as possible.

We will make a reasonable effort to assist before dispatch.

Once a parcel has already entered the delivery network, an address change may no longer be possible.

8. Delayed Tracking

Tracking information may occasionally take time to update.

If tracking has not changed for an extended period or the shipment appears unusually delayed, customers should contact us with the relevant order number.

We will review the available information and, where appropriate, assist with carrier follow-up or another reasonable resolution.

9. Lost Parcels

If a shipment appears to be lost, contact:

service@rilovio.com

Please provide the order number and any relevant delivery information.

Rilovio™ will review the shipment record and available tracking information.

Where the circumstances support a lost-package claim, we will work toward an appropriate resolution.

We do not automatically transfer all shipping risk to the customer simply because a parcel has been handed to a delivery provider.

10. Packages Marked Delivered

A carrier may occasionally mark a shipment as delivered before the customer has physically located it.

Customers should first check:

• The delivery entrance;

• Reception or concierge areas;

• Household members;

• Safe delivery locations;

• Mail or parcel areas;

• Nearby locations commonly used by the carrier.

If the parcel still cannot be found, contact us.

A “Delivered” tracking event does not automatically prevent a customer from requesting assistance.

11. Damaged Parcels

If a parcel or product arrives visibly damaged, customers should retain the product and packaging where reasonably possible and contact us.

Photographs may help us assess the issue.

Damage-related product claims will be reviewed under the Return & Refund Policy.

12. Multiple Shipments

Where an order contains multiple products, items may occasionally be shipped separately because of inventory location or logistical requirements.

Separate parcels may generate separate tracking information.

13. Delivery Restrictions

Certain delivery services may not be available to every destination.

If an order cannot reasonably be fulfilled to the submitted address, our support team may contact the customer regarding available options.

14. Shipping Support

For shipping questions, contact:

service@rilovio.com

Please include the order number so that our team can review the relevant shipment details.