Shipping policy
This Logistics Policy is formulated by WHYSOIL to standardize order shipping procedures and protect the legitimate rights and interests of both customers and the brand. It applies to all orders placed on the official WHYSOIL online store. By placing an order, customers agree to fully comply with all terms below. Any matters not specified in this policy shall be governed by applicable national laws and our official Terms of Service. All disputes shall be resolved through friendly negotiation; if negotiation fails, disputes shall be settled in accordance with legal provisions.
I. Shipping Rules & Order Processing
Shipping Processing Time
After your order payment is confirmed, we will arrange shipment within 3–7 working days based on inventory status and order priority. Customized products, special limited items, or orders affected by force majeure will be delayed accordingly, with advance notices posted on product pages or sent to customers separately.
Shipping Carriers & Custom Requests
We will select qualified shipping carriers (including standard express, general logistics, and international freight) according to destination, product attributes and delivery timeliness to ensure safe and punctual delivery. If you have special logistics requirements such as designated carriers, you may leave notes during checkout. We will try our best to accommodate your requests and promptly inform you if any requirement cannot be fulfilled.
Order Review & Verification
We conduct routine reviews for all orders to verify payment status, inventory availability and order information accuracy. For abnormal orders with incomplete information, unpaid balances or insufficient inventory, our team will contact you for verification and follow-up within 1–2 working days. We will not unreasonably delay, refuse or cancel valid orders.
Multiple-Item & Split Shipping
Orders containing multiple items may be shipped in separate packages due to separate inventory storage or logistics restrictions. We will notify you in advance via order messages or email. No additional shipping fees will be charged for split shipments; all logistics costs are calculated based on the total order value.
II. Delivery Terms & Sign-off Rules
Delivery Timeliness
Estimated delivery time: 3–10 working days for domestic orders, and 7–30 working days for international orders. Actual delivery time varies by destination, logistics method and customs clearance progress. We are not liable for delays caused by carrier suspension, customs inspection, extreme weather, regional policy control and other objective factors. We will actively assist you in tracking logistics status and communicating with carriers to reduce losses.
Accurate Shipping Address
Customers are solely responsible for filling in accurate shipping addresses and valid contact information. Any package return, loss or delivery delay caused by incorrect addresses, unreachable phone numbers, or unsuccessful signature collection shall be borne by the customer. If the package is lost or cannot be returned, we will assist you in filing carrier compensation claims, with final compensation standards subject to the logistics carrier.
Package Inspection & Signature Confirmation
Please inspect package integrity, outer condition and item completeness before signing for delivery. You may refuse to accept damaged or incomplete packages and contact us immediately for verification and resolution. If defects or shortages are found after signature, you must provide valid proof (photos, videos, etc.) within 24 hours. We will assist you in negotiating compensation with the logistics carrier.
International Logistics Supplementary Terms
All international orders are subject to local customs duties, value-added taxes, clearance fees and other related charges, which shall be fully borne by the customer. We will provide complete official customs documents to support clearance procedures. Packages detained, returned or abandoned due to customer-initiated clearance failure, insufficient documents or personal reasons shall incur relevant losses and fees borne by the customer. We will assist with return or refund procedures after deducting actual incurred logistics and customs costs.
III. Package Risk Allocation
Risk Transfer Standard
Once our warehouse hands over the package to the logistics carrier and obtains the official tracking scan record, all risks including package damage, loss and breakage shall be fully transferred to the customer. For in-transit logistics exceptions, we will provide free tracking support and assist in claiming carrier compensation, but we shall not bear additional compensation liabilities beyond carrier standards.
Product Packaging Guarantee
We adopt standardized packaging solutions according to product characteristics to protect items during transit. If product damage is verified to be caused by defective brand packaging, we will provide free replacement or refund and bear the corresponding return shipping fees. Damage caused by violent logistics handling shall be resolved via carrier compensation claims with our full assistance.
Abnormal Package Handling
For logistics exceptions including detention, return, stagnation and loss, customers may contact us for inquiry anytime. We will feedback verification results within 1–2 working days and provide follow-up processing support. Losses arising from failure to report abnormalities in a timely manner that result in untraceable liability shall be borne solely by the customer.
IV. Prohibitions & Liability Disclaimers
Address or logistics method modifications are only available before official shipment. Please submit modification applications via official contact channels for confirmation. No modifications are allowed after shipment, and all losses caused by subsequent address errors shall be borne by the customer.
We select high-quality formal logistics carriers for all deliveries. We will actively assist customers in safeguarding rights and claiming compensation for losses caused by carrier operational errors. We shall not bear joint liability if the carrier refuses compensation or provides insufficient compensation.
We do not assume liability for logistics interruption, delay, package damage or delivery failure caused by force majeure events, including natural disasters, extreme weather, wars, epidemic control, national policy adjustments and other uncontrollable factors. In such cases, we offer two solutions according to customer needs: full refund of the actual payment amount, or continued shipment after logistics recovery, without liquidated damages.
V. Policy Updates & Supplementary Rules
We reserve the right to adjust and supplement this Logistics Policy in accordance with industry norms, policy updates and platform operational needs. Revised terms will be prominently published on the official website and take effect 3 working days after announcement. Continued use of our platform and placement of orders after policy updates constitutes automatic acceptance of the revised terms. Customers who disagree with updated clauses may stop using our services, and no breach liability shall be borne by either party.
This Logistics Policy serves as a supplementary clause to the official Terms of Service. In case of any inconsistency, this Logistics Policy shall prevail. Matters not covered herein shall be implemented in accordance with national laws and platform official rules.
VI. Inquiry & Official Support
For any questions about shipping rules, logistics status or exception handling, please contact our official email: we@whysoil.com. We will reply and resolve your inquiries within 2–3 working days to ensure smooth service communication.