Shipping & Delivery Policy
Last updated: ——
At Eternell, we know that when you order a health product or test kit, you’re not just waiting for a parcel — you’re waiting for progress. This policy explains how we process, ship, and deliver your orders.
By placing an order on shop.eternell.org, you agree to the terms below.
1) Shipping regions we serve
We currently ship to selected locations including (but not limited to):
- India
- UAE / GCC
- United States
- Other international destinations where shipping is available at checkout.
If your location is serviceable, it will show automatically on the checkout page.
2) Order processing time
- Orders are usually processed within 1–3 business days after payment confirmation.
- During high-volume periods (new launches, festivals, sales), processing may take a bit longer.
- Sundays and public holidays are not counted as business days.
For test kits, items may ship from a partner lab hub depending on your region.
3) Estimated delivery timelines
Delivery time depends on your city/region and the shipping partner:
India
- Metro cities: 2–5 business days
- Non-metro / remote areas: 4–8 business days
UAE / GCC
- Major cities: 2–6 business days
- Remote areas: 4–9 business days
USA
- Standard shipping: 4–10 business days
- Remote zones: 6–14 business days
International
- Typically 7–15 business days, depending on customs and local couriers.
These are estimates, not guarantees. Unexpected delays can occur due to courier constraints, customs, weather, or events beyond control.
4) Shipping charges
Shipping charges (if applicable) are shown clearly at checkout before payment.
- Some orders may qualify for free shipping based on cart value, campaign, or location.
- If free shipping is active, it will be displayed automatically at checkout.
5) Tracking your order
Once your order ships, you will receive:
- Tracking number
- Courier partner details
via email / WhatsApp / SMS (based on what you provided at checkout).
Tracking usually updates within 24 hours of dispatch.
6) Address accuracy
Please double-check your shipping details before placing the order.
We are not responsible for delays or losses caused by:
- Incorrect or incomplete address
- Wrong phone number
- Unavailable recipient at time of delivery
If you notice an address mistake, contact us within 6 hours of placing the order. We will try to update it if the parcel hasn’t shipped yet.
7) Delivery attempts & failed delivery
Couriers typically make 2–3 delivery attempts.
If delivery fails due to customer unavailability or wrong address:
- The order may return to our warehouse.
- Re-shipping may require an additional charge.
8) Test kits — special note
- Test kits may be shipped in protective packaging to maintain integrity.
- Some kits are time-sensitive and should be stored as per instructions once received.
- Delays caused by customers not receiving the kit on time may impact sample quality.
9) Customs, duties & international orders
For international shipments:
- Customs duties / import taxes (if charged by your country) are the customer’s responsibility.
- Customs clearance timelines can vary and may delay delivery.
We do not control customs processes.
10) Damaged, missing, or incorrect items
If your order arrives damaged, incomplete, or incorrect:
- Email us within 48 hours of delivery
- Share clear unboxing photos/videos
- Include your order number
We will investigate and, if verified, offer a replacement or refund as per our Return & Refund Policy.
11) Force majeure / unexpected delays
We are not liable for delays caused by events beyond our control, such as:
- Natural disasters
- Transport shutdowns
- Customs strikes
- Government restrictions
- Network/courier outages
But we’ll always keep you informed.
12) Contact us
For any shipping or delivery support:
Email: [email protected]
Phone (UAE): +971 58 553 3724
Support hours: Mon–Sat, 10:00 AM – 7:00 PM (IST)