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Shipping & Delivery

This Shipping & Delivery policy explains where Libidai currently ships, how orders are processed, how delivery estimates work, and how we handle common delivery exceptions.

This policy applies to orders placed directly through www.libidai.com.

1. Supported shipping markets

Libidai currently accepts orders to eligible destinations in:

• Europe
• North America
• Japan
• Australia
• New Zealand
• selected Southeast Asian destinations

At this stage, Singapore and Malaysia are not supported.

Shipping availability is controlled at country level. A country may be viewable on the website but temporarily unavailable at checkout if:

• there is no valid shipping route
• there is no valid payment route
• customs or product restrictions change
• the destination is under temporary carrier suspension
• compliance requirements are not yet in place for that market

If a destination is not currently supported, checkout will not be completed.

2. Order processing time

Most orders are processed within 1 to 3 business days after:

• payment authorization is completed
• fraud or verification checks are cleared
• stock is confirmed
• the destination is confirmed as serviceable

Orders are not usually processed on weekends or local public holidays.

Processing can take longer during:

• peak sales periods
• product launches
• payment review
• destination disruptions
• customs or compliance review

Processing time and transit time are separate.

3. Estimated delivery windows

Estimated delivery windows begin after dispatch, not after the order is placed.

General delivery guidance:

These are estimates only. Actual delivery can vary depending on:

• carrier performance
• destination customs handling
• remote-area routing
• weather
• local service interruptions
• address quality
• force majeure events

Libidai does not guarantee delivery on a specific date unless an express service is explicitly offered and confirmed at checkout.

4. Shipping method and tax handling

Our standard route is a tax-included small-parcel air service where available for the destination and order profile.

Where a tax-included route is active:

• the shipping charge shown at checkout is intended to reflect the route selected
• import VAT or similar destination charges may already be built into that route
• the customer should not normally need to pay additional import tax on delivery for that route, unless required because of incorrect address details, customer-side customs issues, reclassification, or exceptional customs action

Where a tax-included route is not available:

• taxes, duties, brokerage, or clearance fees may be collected separately by customs or the final-mile carrier
• those charges are the customer’s responsibility unless local law says otherwise or Libidai states otherwise at checkout

Customers are responsible for understanding the laws of the destination country, including any limits on import, use, or possession.

5. Discreet packaging

We use discreet outer packaging suitable for an adult wellness category.

This usually means:

• plain shipping materials
• no unnecessary external product-revealing branding
• a general shipment presentation designed to protect customer privacy

However, we may still need to display certain information where required by law, customs, or carrier operations, including:

• sender details
• a customs declaration
• a generic goods description
• routing or clearance labels

Because those requirements are outside our direct control, total invisibility of shipment information cannot be guaranteed.

6. Shipping charges

Shipping charges are calculated at checkout based on factors such as:

• destination country
• order weight and parcel profile
• active carrier route
• remote-area surcharges
• tax handling
• promotional thresholds, if any

If no valid rate is available for the destination, checkout will be blocked until a valid rate exists.

7. Tracking

Where tracking is available, customers will receive a shipping confirmation email containing:

• tracking number
• carrier name, where available
• tracking link or instructions

Tracking updates are provided by the carrier and may not update continuously while the parcel is in international transit, customs transfer, or handoff between linehaul and final-mile partners.

A temporary pause in tracking does not always mean the parcel is lost.

8. Address accuracy

Customers are responsible for entering a complete and accurate shipping address.

Please include, where applicable:

• full recipient name
• apartment, unit, or suite information
• accurate postal code
• working phone number if required for delivery
• any information required for local delivery access

If a package is delayed, returned, or undeliverable because of an incomplete or incorrect address supplied by the customer:

• the original shipping charge is generally non-refundable
• re-shipment may require payment of a new shipping charge
• any refund may be reduced by actual shipping, handling, or return costs where permitted by law

9. Delivery attempts and failed delivery

If the carrier cannot complete delivery, the parcel may be:

• left in a secure place
• held for pickup
• re-attempted
• returned to sender
• placed into a delivery-exception workflow

Delivery outcomes depend on the carrier and destination.

If a parcel is returned because the customer:

• was unavailable
• failed to collect it
• refused to cooperate with local delivery instructions
• rejected the shipment without a valid seller-side reason

then Libidai may deduct actual shipping and handling costs from any refund, unless prohibited by law.

10. Lost parcels

A parcel may be treated as lost only after a reasonable investigation window based on the carrier and route.

If a parcel appears lost, customers should contact support with:

• order number
• delivery address
• tracking number
• any carrier correspondence

If a parcel is confirmed lost, Libidai may offer, at its discretion and subject to local law:

• replacement shipment
• refund
• store credit

We may wait for the carrier’s claim process or internal loss threshold before final resolution.

11. Damaged parcels and damaged goods

If the outer package or product appears damaged on arrival, the customer should:

1. take clear photos of the parcel and contents
2. keep the packaging if possible
3. contact support as soon as possible

Visible transit damage should ideally be reported within 72 hours of delivery.

If the product itself appears damaged, incorrect, incomplete, or non-functional, the customer should contact support within 7 days of delivery with photos or video and a description of the issue.

12. Customs delays and customs refusal

International orders may be delayed by customs.

Customs delays are outside our direct control and may affect delivery time.

If a shipment is stopped, delayed, or refused by customs, the outcome depends on the reason:

If the issue is customer-side

Examples:

• the customer refuses to provide required import information
• the customer refuses legally owed charges on a non tax-included route
• the customer refuses delivery without a valid seller-side reason

In those cases, any refund may be reduced by actual shipping, clearance, return, or handling costs where permitted by law.

If the issue is seller-side

Examples:

• destination should not have been opened for sale
• shipment paperwork is materially incorrect
• the route was offered in error
• required compliance information is missing where we were responsible for it

In those cases, Libidai will review the order for replacement, refund, or other remedy.

13. Refused shipments

Customers should not refuse a shipment except where instructed by Libidai support or where required because of obvious external damage or local legal necessity.

Unapproved refusal may lead to:

• delayed resolution
• deductions for actual shipping and handling costs
• refusal of a full refund where permitted by law

14. PO boxes, forwarding services, and restricted delivery locations

Unless a specific route says otherwise, we may limit or refuse shipments to:

• PO boxes
• parcel lockers
• reshipping or freight-forwarding addresses
• military or high-restriction addresses
• destinations that cannot accept adult wellness products

If a customer uses a forwarding service, Libidai may be unable to guarantee transit performance, customs handling, or warranty service to the final destination.

15. Local law and import responsibility

Customers are responsible for confirming that the products ordered are lawful to import, receive, and use in the destination country and region.

By placing an order, the customer confirms that:

• the import is lawful in the destination
• the customer is of legal age
• the address and recipient details are accurate
• the destination is not subject to local restrictions that would make delivery unlawful

Libidai may cancel or refuse any order where we reasonably believe delivery would be unlawful, non-compliant, or operationally high-risk.

16. Contact us

For shipping questions, customers can contact:

Email: [support@libidai.com]
Website: Contact page

Please include the order number and shipping address in the message for faster support.