Terms Scope
By accessing and using our official website [www.luolai.com] (the "Website" or "we"), operated and managed by LUOLAI GROUP as the exclusive authorized distributor in the relevant countries, you acknowledge that you have read, understood, and agreed to be bound by these Terms and related policies.
We may update these Terms from time to time to improve website functionality, enhance user experience, or comply with applicable laws and regulations. Any updates will not affect orders that have already been submitted and accepted prior to the effective date of the changes, nor will they affect any non-waivable statutory rights you may have under applicable law.
Before any changes take effect, we will provide clear notice through appropriate means, including but not limited to website announcements or email notifications. Your continued use of the Website after the effective date constitutes your acceptance of the updated Terms.
Shipping Overview
We currently do not operate local warehouses. All orders are fulfilled via cross-border shipping.
To ensure stability and efficiency in international delivery, we collaborate with professional logistics provider YunExpress, offering secure and trackable shipping services.
All orders are shipped as a single consolidated package. If your order includes multiple items, shipment will be arranged once all items are ready. Partial or split shipments are not supported at this time.
We prioritize product integrity and delivery quality to provide a reliable and consistent international shipping experience.
Order Processing Time
All orders are processed within 1–3 business days.
Processing time is not included in the estimated delivery timeframe.
Orders will enter the shipping stage once all items are prepared.
Business days refer to Monday through Friday, excluding public holidays.
During peak periods or promotional events, processing times may be slightly extended.
A tracking notification will be sent once your order has been shipped.
Shipping Destinations & Estimated Delivery Time
We currently ship to the following countries only:
Singapore: 6–7 businessdays
United Arab Emirates: 6–10 business days
Saudi Arabia:8–12 business days
United Kingdom: 4–6 business days
Australia: 5–10 business days
Delivery times are estimates and provided for reference only.
Actual delivery may vary due to customs inspections, flight schedules, local courier conditions, or other unforeseen circumstances.
Shipping Fees & Duties
International shipping fees and applicable import duties are covered by us.
No additional customs clearance fees or import taxes will be charged at delivery.
In rare cases where unexpected charges arise, our customer support team will assist you accordingly.
Order Tracking
Once your order has been shipped, a tracking number will be sent via email.
You may track your shipment through the carrier’s website or your order page.
Please note that tracking updates may experience minor system delays.
Delivery Exceptions
Please ensure that your shipping address is accurate and complete. If delivery fails or the package is returned due to incorrect address information, related costs may be borne by the customer.
If customs authorities require additional documentation, timely cooperation is necessary to avoid delays.
In the event of force majeure circumstances (including but not limited to natural disasters, flight cancellations, or regulatory changes), we will assist in tracking the shipment but shall not be liable for indirect losses.
If your package is severely damaged or lost in transit, please contact us promptly and we will assist with investigation and resolution.
Contact Us
For any questions regarding shipping or your order, please contact us:
Customer Support Email: support@luolai.com
Support Hours: Monday to Friday (excluding public holidays)
