SHIPPING POLICY

Effective Date: [19 August 2026]
Version: 1.0

Thank you for shopping with DeepFeel. This Shipping Policy explains how we process, ship and deliver orders placed through the DeepFeel website, mobile application or other authorised DeepFeel sales channels.

Shipping availability, delivery methods, fees and estimated delivery times may vary depending on your country or region, delivery address, product availability and selected shipping method.

1. Shipping Availability

DeepFeel products are available for delivery only to countries, regions and delivery areas supported by our shipping network.

Available shipping destinations will be displayed during checkout. If delivery is not available to your selected country, region or address, you will not be able to proceed with that shipping option.

Product and shipping availability may vary by country or region and may change from time to time.

2. Shipping Address

You are responsible for providing complete and accurate delivery information when placing an order.

Your shipping information may include:

Recipient name.
Contact number.
Address line 1.
Address line 2, where applicable.
City.
State or province.
Postal code.
Country or region.
Optional delivery instructions.

Please review your shipping information carefully before confirming your order.

DeepFeel is not responsible for delays or failed deliveries caused by incomplete, inaccurate or outdated delivery information provided by the customer, except where otherwise required by applicable law.

3. Order Processing

Once your order has been successfully placed and payment has been confirmed, your order will be prepared for processing and shipment.

Order processing may include:

Payment verification.
Product availability confirmation.
Order verification.
Fraud and security checks.
Packaging and fulfilment.

Orders placed during weekends, public holidays or promotional periods may require additional processing time.

An order confirmation does not mean that the parcel has been shipped. Where available, you will receive a separate update once your order has been dispatched.

4. Shipping Methods

Available shipping methods will be displayed during checkout and may vary depending on your location.

Shipping options may include:

Standard Delivery — the default delivery option where available.
Express Delivery — available in selected locations, where supported.
Free Shipping — may be offered during selected campaigns, promotions or reward programmes.

Additional delivery or collection options may be introduced by DeepFeel from time to time.

5. Shipping Fees

Shipping fees are calculated based on factors such as:

Delivery location.
Shipping method.
Order size or weight.
Product type.
Applicable promotions or rewards.

The applicable shipping fee will be clearly displayed during checkout before you complete payment.

Where a free shipping promotion applies, the shipping discount will be reflected in your order summary subject to the applicable promotion terms.

6. Estimated Delivery Time

The estimated delivery timeframe applicable to your order will be displayed during checkout or provided with your order information where available.

Estimated delivery times are provided as a guide and may vary depending on:

Your delivery location.
Courier availability.
Order processing time.
Public holidays.
Peak shopping or promotional periods.
Weather conditions.
Customs or border processing for international orders.
Events outside our reasonable control.

We will make reasonable efforts to ensure orders are delivered within the estimated timeframe, but delivery dates are not guaranteed unless expressly stated otherwise.

7. Order Tracking

Where tracking is available, your order details may include a tracking number or link after your parcel has been shipped.

You may be able to view your order status through your DeepFeel account, order details page or notifications.

Order statuses may include:

Order Confirmed.
Processing.
Shipped.
Out for Delivery.
Delivered.
Delivery Failed.

Tracking updates are generally provided by the relevant courier or logistics provider and may not always update in real time.

8. Delivery Delays

While we aim to deliver orders within the estimated delivery period, delays may occasionally occur.

Possible causes of delivery delays include:

High order volumes.
Courier or logistics disruptions.
Incorrect or incomplete delivery information.
Severe weather conditions.
Public holidays.
Customs processing.
Remote delivery areas.
Operational or technical issues.
Events outside our reasonable control.

If your order has not arrived within the expected delivery timeframe, please check your tracking information first or contact DeepFeel Customer Support for assistance.

9. Failed Delivery

A delivery may fail if:

The delivery address is incorrect or incomplete.
The recipient cannot be contacted.
No one is available to receive the parcel where required.
The courier cannot access the delivery location.
The parcel is refused by the recipient.
The courier’s delivery attempts are unsuccessful.

Depending on the courier and circumstances, another delivery attempt may be made or the parcel may be returned to DeepFeel.

Additional shipping charges may apply if re-delivery is required because of incorrect information or circumstances attributable to the customer, subject to applicable law.

10. Incorrect Shipping Address

If you notice an error in your shipping address after placing an order, please contact DeepFeel Customer Support as soon as possible.

We will try to assist where possible, but we cannot guarantee that an address can be changed after an order has entered processing or has been handed to the courier.

If a parcel is returned because of an incorrect or incomplete address, additional shipping charges may apply before the order can be sent again.

11. Lost Parcels

If your tracking information indicates an unusual delay or you believe your parcel may have been lost, please contact DeepFeel Customer Support.

We may request information such as:

Your order number.
Recipient name.
Delivery address.
Tracking number.
Any relevant communication from the courier.

We may work with the relevant courier or logistics provider to investigate the delivery.

Where a parcel is confirmed as lost, DeepFeel will provide an appropriate resolution in accordance with our applicable policies and consumer protection requirements.

12. Damaged Parcels or Products

If your parcel or product arrives damaged, please contact DeepFeel Customer Support as soon as reasonably possible after receiving your order.

To help us investigate the issue, we may ask you to provide:

Your order number.
Photos of the outer packaging.
Photos of the damaged product.
Photos of the shipping label.
A short description of the issue.

Please keep the product, original packaging and shipping materials until your case has been reviewed.

Eligible damaged or defective products will be handled according to our Refund & Cancellation Policy and applicable consumer protection laws.

13. Missing or Incorrect Items

If your order arrives with a missing or incorrect product, please contact DeepFeel Customer Support and provide your order number together with relevant details or photographs.

Once verified, we will provide an appropriate resolution in accordance with our applicable policies and consumer protection requirements.

14. Split Shipments

In some circumstances, products within the same order may be shipped separately due to product availability, fulfilment location or operational requirements.

Where this happens, you may receive more than one parcel and separate tracking information.

You will not be charged additional shipping fees solely because DeepFeel chooses to split an order into multiple shipments unless clearly disclosed and agreed before payment.

15. International Shipping

International shipping may be available for selected products and countries or regions.

Where international delivery is available:

Delivery times may be longer than domestic deliveries.
Customs processing may affect delivery times.
Import duties, taxes or other charges may apply depending on local regulations.
Certain products may be restricted from shipping to particular countries.

Any applicable charges that DeepFeel collects directly will be displayed before payment. Charges imposed independently by customs authorities or other governmental bodies may be subject to the rules of the destination country.

16. Shipping Restrictions

Certain products may not be available for delivery to all locations due to:

Local regulatory requirements.
Product registration requirements.
Courier restrictions.
Customs restrictions.
Remote area limitations.
Country-specific product availability.

DeepFeel may restrict shipping to certain locations where required by law or where fulfilment cannot reasonably be supported.

17. Free Shipping Promotions

DeepFeel may offer free shipping during selected campaigns or promotions.

Free shipping offers may be subject to:

Minimum purchase requirements.
Eligible products.
Selected shipping methods.
Specific countries or delivery areas.
Campaign validity periods.
Other promotion-specific conditions.

The applicable promotion terms will determine whether an order qualifies for free shipping.

18. Changing or Cancelling an Order

If you need to change or cancel an order, please contact DeepFeel Customer Support as soon as possible.

Once an order has entered fulfilment or has been shipped, we may not be able to change the delivery address, products, quantities or cancel the shipment.

Order cancellations and refunds are subject to our Refund & Cancellation Policy and applicable consumer protection laws.

19. Courier & Logistics Partners

DeepFeel may use third-party courier, logistics and fulfilment providers to deliver orders.

The courier assigned to your order may depend on your delivery location, product type, shipping method and operational availability.

Relevant delivery information may be shared with the courier or logistics provider where necessary to fulfil your order, in accordance with our Privacy Policy.

20. Delivery Confirmation

A parcel may be considered delivered when the courier’s delivery system records successful delivery to the address provided with the order.

Depending on the delivery method, this may include delivery to the recipient, an authorised person, reception desk, designated delivery point or another location permitted by the applicable courier service.

If your tracking information shows that your parcel has been delivered but you cannot locate it, please contact the courier or DeepFeel Customer Support promptly so that the matter can be investigated.

21. Returns & Refunds

Shipping-related returns, refunds, damaged products, incorrect products, defective products and order cancellations are subject to the DeepFeel Refund & Cancellation Policy.

Nothing in this Shipping Policy limits any consumer right or remedy that cannot lawfully be excluded under applicable law.

22. Changes to This Shipping Policy

DeepFeel may update this Shipping Policy from time to time to reflect changes in our delivery network, products, services, operational requirements or applicable laws.

The latest version will be published on the DeepFeel website or app together with its effective date.