Shipping Policy
Effective Date: September 2026
Thank you for choosing Coerneuineo. The following Shipping & Delivery Policy explains our procedures for preparing, dispatching, and tracking orders across our pet care collections, including Rest Comfort, Play Together, and Daily Essentials. We recommend reviewing these guidelines carefully to understand our fulfillment process, delivery expectations, and customer responsibilities.
1. Order Preparation and Packaging
Before shipment, each order is carefully checked to ensure product quality and completeness. Items are securely packaged to help protect them during transportation. Order processing generally requires 1 to 3 business days before being transferred to our shipping partners. Orders placed during weekends or public holidays will begin processing on the next available business day.
2. Shipping Fees and Estimated Delivery Period
Coerneuineo offers international shipping with a standard delivery fee of $5.99 USD per order. After your package has been dispatched, estimated international delivery usually takes approximately 10 to 20 business days. Actual delivery times may vary depending on destination location, customs procedures, transportation conditions, and local carrier performance.
3. Unexpected Shipping Delays
While we make every effort to provide reliable delivery service, certain circumstances beyond our control may affect estimated arrival times after the package has been transferred to the carrier. Possible delays may result from customs inspections, extreme weather conditions, carrier interruptions, seasonal shipping increases, public events, or other unexpected situations.
4. Order Tracking Information
Once your order leaves our fulfillment facility, a shipping confirmation email containing tracking details will be sent to your registered email address. Customers may track their package through available global tracking services or the official website of the assigned shipping provider. Please allow approximately 24 to 72 hours for the first tracking update to appear after shipment information has been registered.
5. Multiple Packages and Partial Shipments
For orders containing multiple pet products, items may occasionally be shipped separately depending on inventory availability and fulfillment arrangements. To avoid unnecessary delays, we may send products in different packages. Customers may receive separate tracking numbers and packages may arrive at different times.
6. Order Changes and Address Updates
Requests to modify shipping details, product selections, or order information must be submitted within 12 hours after order confirmation. Please contact support@coerneuineo.com immediately with the subject line "Urgent: Order Amendment".
Please include your Order ID, purchase email address, and complete details regarding the requested change. We will make reasonable efforts to assist; however, once an order has entered the packaging or shipment process, we may be unable to modify, redirect, or cancel the delivery.
7. Failed Deliveries and Unclaimed Packages
If a carrier is unable to complete delivery, they may provide instructions for redelivery, collection, or additional delivery arrangements. Customers are responsible for following the carrier's instructions to successfully receive their package.
Coerneuineo is not responsible for packages returned, abandoned, or lost due to incorrect shipping information provided by the customer, refusal to accept delivery, or failure to collect the package within the carrier's required holding period.
8. Tracking Updates and Shipping Status
- Normal Transit Activity: If the tracking information has been updated within the previous 7 days, your package is considered to be actively moving through the shipping network.
- No Tracking Movement for More Than 7 Days: If tracking information has not changed for more than 7 consecutive days, please contact support@coerneuineo.com with your Order ID. Our customer support team will assist in contacting the shipping provider for further investigation.
9. Lost Packages and Delivery Confirmation Issues
- Confirmed Shipping Loss: If the shipping carrier officially confirms that a package has been lost during transportation after investigation, Coerneuineo will arrange an appropriate replacement solution at no additional product cost.
- Delivered Status Confirmation: Once the carrier tracking system confirms a package as "Delivered", our shipping responsibility is considered fulfilled. We do not provide refunds or replacements for packages reported as stolen, misplaced, or missing after confirmed delivery unless required by applicable law.
10. Fulfillment and Shipping Network
To improve delivery efficiency and provide reliable service, Coerneuineo works with various fulfillment and logistics partners. The shipping origin of each order may vary depending on product availability, inventory location, destination distance, and current logistics arrangements.
11. Important Shipping Notices
- All processing and delivery estimates are provided as general expectations and do not represent guaranteed arrival dates.
- For international shipments, customers act as the importer of record and are responsible for any customs duties, taxes, VAT, clearance charges, or local government fees that may apply.
- Customers must carefully verify that all shipping information is accurate before completing checkout.
- Responsibility for product loss or damage transfers according to applicable shipping terms once the carrier confirms delivery to the provided address.
Shipping Support
If you need assistance regarding delivery status, shipment tracking, order preparation, or other logistics questions, please contact our customer service team. Providing your Order ID and purchase email will help us respond more efficiently.
Brand Identity: Coerneuineo
Corporate Entity: Superline Group (Hongkong) Co., Limited
Client Support Email: support@coerneuineo.com
Client Service Hotline: +1 (775) 254-9532
Registered Address: Room 413, 4/F, Lucky Centre, 165-171 Wan Chai Road, Wan Chai, Hong Kong