Shipping policy
Shipping Policy
At a glance
| Processing time | 2 to 5 business days |
| Shipping | Flat-rate, worldwide |
| Tracking | Included on every order |
| Ship days | Monday through Friday, excluding holidays |
How We Ship
Aurel works with established international carriers including FedEx, SF Express, DHL, UPS, and EMS, who coordinate with local couriers to deliver straight to your door. That network is what lets us offer flat-rate shipping worldwide.
Payment is collected at checkout. Every order goes through verification and approval before it ships, which can take a few days. To help protect against fraud, orders with mismatched billing details, or those that need extra verification, may be delayed or canceled.
Processing Your Order
Most orders take 2 to 5 business days to prepare and hand off to our carrier's sorting facility. A few items need longer, particularly around major holidays (up to 10 days) or when a popular product is low on stock.
Once processing begins, we can no longer modify an order in any way, including the shipping address. Orders ship only to the address entered at checkout.
We ship on business days only. Nothing goes out on Saturdays, Sundays, or holidays. You will receive a confirmation email as soon as your order leaves our facility.
When an order contains several items, they may ship separately and arrive on different days, since our manufacturing partners are in different locations.
Tracking Your Package
Every order ships with a tracking number, sent to you by email once your package reaches the carrier's sorting facility. Some carriers take a few days to update their systems, so a short delay in tracking updates is normal.
If it has been more than 5 business days since you ordered and your tracking still shows nothing, please reach out to us.
Delivery Estimates
Delivery times depend on where you are. We cannot promise or guarantee a specific delivery date, but here is what you can generally expect:
| Destination | Estimated Delivery |
|---|---|
| United States | 7 to 14 business days |
| Canada, Europe | 10 to 14 business days |
| Australia, New Zealand | 10 to 21 business days |
| Mexico, Central and South America | 15 to 30 business days |
These windows are estimates in business days and do not include our 2 to 5 day processing time.
We do everything we can to get your order to you on schedule, but Aurel cannot be held responsible for delays outside our control, such as customs or postal clearance, holidays, severe weather, labor disputes, or protests.
Duties, Taxes, and Fees
International orders may be subject to import taxes, duties, or customs fees, charged once the package arrives in your country. These charges are the recipient's responsibility. Aurel has no control over them and cannot predict what they will be.
If a package is refused and returned, you are responsible for any import taxes and return shipping costs. Customs rules vary widely by country, so we suggest checking with your local customs office if you have questions.
Lost, Stolen, or Damaged Packages
Aurel is not responsible for packages lost, stolen, or damaged in transit. If tracking shows your package was delivered but you did not receive it, please report it and file a claim with the carrier.
We rely on carrier timestamps and delivery confirmations when reviewing damage or return requests, and we may not be able to honor a claim that was never reported.
Wrong Address
Please double-check your shipping address before placing an order. We begin working on orders right away, so we cannot change an address once an order is placed. If it has already moved through our shipping department, we are unable to pull it back for a correction.
Questions or Feedback
We would love to hear from you. Email us at support@aurelnaturals.com with any questions, concerns, or feedback. We read everything and are always working to improve.