Shipping Policy

At CELORM, our goal is to provide a clear and reliable shipping experience from the moment you place your order until your product arrives at your door.

Our collection includes artistic stone sculptures, decorative home artworks, sculptural accents, and other interior decoration pieces. When appropriate, we carefully package our products with protective materials to help reduce the risk of damage during transportation.

Order Processing

Orders are usually processed within 1–3 business days after payment confirmation.

Business days refer to Monday through Friday, excluding public holidays.

Order processing time is calculated separately from carrier transit time. During peak sales periods, holidays, unusually high order volumes, inventory checks, or other special circumstances, processing times may be slightly extended.

Some products containing fragile structures, decorative elements, special textures, or unique packaging requirements may require additional preparation before shipment.

Once your order has been shipped, you will receive a shipping confirmation email containing tracking information (if available).

Estimated Delivery Time

Estimated delivery time is usually:

7–20 business days after shipment

Estimated delivery time does not include the 1–3 business days required for order processing.

Delivery times may vary depending on:

  • Shipping destination
  • Carrier availability
  • Customs inspection or clearance procedures
  • Public holidays
  • Weather conditions
  • Peak shipping periods
  • Remote delivery locations
  • Local delivery restrictions
  • Other circumstances beyond our reasonable control

All delivery times are estimates and do not constitute guaranteed delivery dates.

Shipping Methods and Fees

Available shipping methods and applicable shipping fees will be displayed during checkout based on your destination, product type, package size, and items included in your order.

If promotional shipping or free shipping options are available, the applicable conditions will be clearly displayed before payment is completed.

Some larger sculptures, fragile decorative pieces, or products requiring special packaging may require different shipping arrangements depending on destination and transportation requirements.

Packaging for Fragile Products

Some CELORM products may include:

  • Stone sculpture elements
  • Decorative structures
  • Textured surfaces
  • Handcrafted details
  • Fragile artistic components
  • Other delicate product parts

When appropriate, these products will be packaged with protective materials to help reduce movement and impact during transportation.

Please handle your package carefully after receiving it and inspect the product as soon as possible after opening.

We recommend keeping the original packaging until you confirm that your order has arrived safely and without damage.

Tracking Your Order

When tracking information becomes available, we will send a shipping confirmation email to the email address provided during checkout, including your tracking number or tracking link.

After the shipping label is created, please allow some time for tracking information to become active.

Depending on the carrier and destination, tracking updates may only appear after the package reaches certain transportation or delivery checkpoints.

Delivery Delays

Although we work with reliable logistics providers and strive to deliver orders as efficiently as possible, delays may occasionally occur due to circumstances beyond our reasonable control, including:

  • Carrier interruptions
  • Customs inspections or clearance procedures
  • Severe weather
  • Transportation disruptions
  • Public holidays
  • Peak shipping periods
  • Remote delivery locations
  • Local delivery restrictions
  • Unexpected logistics delays

If your order does not arrive within the estimated delivery timeframe, please contact our customer support team. We will review available tracking and delivery information.

Accuracy of Shipping Address

Customers are responsible for providing a complete, accurate, and deliverable shipping address during checkout.

Please carefully check your:

  • Recipient name
  • Street address
  • Apartment or unit number
  • City
  • State or province
  • Postal code
  • Country
  • Contact information

If you discover an error after placing your order, please contact us as soon as possible.

We will make reasonable efforts to update the information before order processing begins. However, once an order enters processing or has been shipped, we cannot guarantee that changes can be made.

If an order is returned, delayed, or requires reshipment due to incomplete or incorrect shipping information provided by the customer, additional shipping charges may apply where permitted by applicable laws.

International Orders

CELORM ships to selected international destinations where shipping services are available.

International shipments may be subject to:

  • Customs inspections
  • Import duties
  • Taxes
  • Brokerage fees
  • Customs clearance charges
  • Other fees charged by local authorities or carriers

Unless otherwise stated during checkout, these charges are generally the responsibility of the recipient.

CELORM cannot control customs processing times or fees charged by local governments, customs authorities, or shipping carriers.

Products Damaged During Transportation

Because some CELORM products include delicate artistic structures, stone surfaces, decorative details, or other fragile components, we recommend inspecting your order immediately after receiving it.

If your product arrives damaged, broken, scratched, defective, or otherwise affected during transportation, please contact us as soon as possible.

To help us review your request, please provide:

  • Your order number
  • Clear photos of the damaged product
  • Photos of the inner packaging
  • Photos of the outer shipping box
  • A photo of the shipping label
  • A short video if available

Please do not dispose of the damaged product or packaging until our customer support team has reviewed the issue.

Depending on the circumstances and applicable policies, we may provide an appropriate solution, such as replacement, refund, or another available remedy.

Lost or Delayed Packages

If tracking information shows an unusual delay or your package cannot be located, please contact us so we can review available carrier information.

Where appropriate, we may assist with carrier inquiries or provide available solution procedures.

Investigation and resolution may depend on carrier policies and the specific circumstances of the shipment.

Packages Marked as Delivered

If tracking information shows that your package has been delivered but you cannot locate it, we recommend checking:

  • Your mailbox or usual delivery area
  • Front door, side door, or back door
  • Building reception or mailroom
  • Family members
  • Neighbors
  • Local delivery carrier

If you still cannot locate the package, please contact us. We will work with you to review available delivery information.

Split Shipments

In some cases, items from the same order may be shipped separately due to:

  • Inventory location
  • Product size
  • Fragile product packaging requirements
  • Warehouse availability
  • Fulfillment requirements

For example, multiple decorative sculptures in one order may be shipped in separate packages depending on inventory location or packaging requirements.

If your order is shipped in multiple packages, each package may have a separate tracking number and may arrive at different times.

Even if CELORM chooses to split your order into multiple shipments, you will not be charged additional shipping fees.

Receiving Your Order

When receiving CELORM artistic stone sculptures or decorative products, we recommend:

  • Carefully opening the package.
  • Avoiding sharp tools near the product.
  • Slowly removing protective packaging.
  • Handling sculptures, decorative components, and fragile details carefully.
  • Inspecting the product before disposing of packaging.
  • Placing the product on a clean and stable surface before use.

If your product includes assembly instructions, adjustable components, or specific care requirements, please review the relevant product instructions before use.

Contact Us

If you have any questions regarding shipping, tracking, delivery, or damaged products, please contact our customer support team:

Brand Name: CELORM

Official Website: celorm.com

Legal Entity:
Jiaxing Zhixu Information Technology Co., Ltd.

Registered Address:
Room 141, 303, No. 2662 Xieli Road,
Jiaxing Economic and Technological Development Zone,
Zhejiang Province, China

Unified Social Credit Code:
91330401MAE9W3740J

Customer Support Email:
service@celorm.com

celorm.com is owned and operated by Jiaxing Zhixu Information Technology Co., Ltd. The company is responsible for online store operations, customer service, order coordination, and related e-commerce activities.

If you contact us regarding an existing order, please provide your order number and the email address used during checkout so we can assist you more efficiently.

For damaged products or product-related inquiries, please provide photos of the product and packaging so we can review your request more quickly.

CELORM — Artistic stone sculptures designed to bring character to everyday spaces.