Shipping Policy

Thank you for shopping with Libala Store, operated by LORULA LIMITED ("we", "us", "our").

This Shipping Policy explains how we process, ship, track, and deliver your order.

1. Order Processing

Orders are prepared for dispatch within 1–5 business days after payment is confirmed.

Most orders are dispatched within 2 business days. During promotional periods, peak seasons, or public holidays, processing may take up to 7 business days.

Orders are not processed, shipped, or delivered on weekends or public holidays.

Orders placed after 12:00 PM PST will begin processing on the next business day.

2. Where Your Order Ships From

Libala fulfills orders from multiple warehouse locations.

Depending on product availability at the time your order is placed, your order may be shipped from:

• Our warehouse in California, United States

• Our overseas warehouse in Asia

The fulfillment location is assigned automatically based on stock availability and cannot be selected at checkout.

Orders shipped from our Asia warehouse may take longer to arrive than orders shipped from our California warehouse.

3. Estimated Delivery Times

Delivery time is calculated from the date your order is dispatched, not from the date your order is placed.

United States and Canada

Orders shipped from our California warehouse:

Estimated delivery: 3–10 business days after dispatch

Including processing time, the total estimated delivery time is approximately 5–15 business days from the date of order.

Orders shipped from our Asia warehouse:

Estimated delivery: 10–20 business days after dispatch

Including processing time, the total estimated delivery time is approximately 12–25 business days from the date of order.

Australia and Other International Destinations

Estimated delivery is approximately 10–25 business days after dispatch, depending on the destination, customs clearance, carrier delays, and local delivery conditions.

Delivery estimates are not guaranteed.

Delays may occur due to:

• Peak shopping seasons

• Public holidays

• Customs inspections

• Severe weather

• Carrier disruptions

• Incorrect or incomplete shipping information

If your order has not arrived within 30 business days after dispatch, please contact us.

We will investigate the shipment and, where appropriate, offer you either:

• A replacement shipment at no additional cost, or

• A full refund

We do not currently offer guaranteed overnight or next-day delivery.

4. Shipping Options

Free Shipping

We offer Free Shipping where displayed at checkout.

Orders using Free Shipping will be delivered within the estimated delivery windows stated above.

Skip the Line — Priority Processing — $6.99

You may choose Skip the Line — Priority Processing at checkout for $6.99.

With Priority Processing, your order is moved to the front of our warehouse processing queue and, where stock availability allows, will normally be dispatched within 1 business day.

Please note:

Priority Processing only speeds up the order processing stage.

It does not guarantee faster carrier transit time, express delivery, overnight delivery, or next-day delivery.

5. Tracking Information

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Tracking information may take approximately 3–7 days after dispatch to begin showing updates.

Orders shipped from our Asia warehouse may pass through multiple shipping carriers.

For example, an international carrier may initially transport your order before transferring the parcel to a local carrier such as USPS for final delivery.

When this happens, a new domestic tracking number may be issued.

This is normal and does not mean your parcel has been lost.

Tracking may not update every day while your parcel is:

• In international transit

• Going through customs

• Being transferred between carriers

6. If Your Order Has Not Arrived

If your parcel has not arrived within the estimated delivery period, please contact us at contact@libala.store  and include your order number.

We aim to respond within 1 business day.

Depending on the situation, we may:

• Trace the shipment with the carrier

• Reship your order at no additional cost

• Issue a full refund where appropriate

If your order has not arrived within 30 business days after dispatch, please contact us so we can investigate and resolve the issue.

We strongly encourage customers to contact us before opening a payment dispute.

In most cases, shipping problems can be resolved directly and more quickly through our customer support team.

7. Order Cancellations

You may request to cancel your order within 12 hours of placing your order.

Please email contact@libala.store  and include your order number.

After 12 hours, your order may already have entered warehouse preparation or fulfillment and we may no longer be able to cancel it.

If the order has already been shipped, the order will be handled according to our Refund & Return Policy.

8. Address Changes

If you entered an incorrect or incomplete shipping address, please contact us at contact@libala.store  within 12 hours of placing your order.

We will make reasonable efforts to correct the address before shipment.

However, once an order has entered fulfillment or has been dispatched, we may no longer be able to change the delivery address.

Customers are responsible for ensuring that the shipping information entered at checkout is complete and accurate.

9. Incorrect or Incomplete Addresses

We are not responsible for delivery failures caused by incorrect or incomplete addresses entered by the customer.

If an order is returned to us or to our fulfillment partner due to an incorrect address, we may contact you to arrange reshipment.

Additional shipping charges may apply for reshipment.

10. Proof of Delivery

Our shipping carriers may record proof of delivery, including:

• Delivery scan

• Delivery photograph

• GPS location

• Local carrier delivery confirmation

Once a carrier confirms that a parcel has been successfully delivered to the shipping address provided at checkout, [Tên shop, ví dụ: galixo store]  is not responsible for parcels that are subsequently stolen, removed, or misplaced.

If your tracking shows that your parcel has been delivered but you cannot locate it, please contact us within 7 days of the delivery date.

We will assist you in opening an investigation with the carrier where appropriate.

11. Damaged Packages

If your product arrives damaged, please contact contact@libala.store within 7 days of delivery.

Please provide:

• Your order number

• Clear photos or a short video of the damaged item

• Photos of the shipping packaging, where possible

Once the damage is confirmed, we may provide a replacement or refund at no additional cost to you.

12. Lost Packages

If the carrier confirms that a package has been lost in transit, we will work with you to provide an appropriate resolution.

Depending on the circumstances, we may:

• Send a replacement order, or

• Issue a full refund

13. Customs, Taxes and Import Duties

International shipments may be subject to customs duties, import taxes, VAT, handling fees, or other charges imposed by the destination country.

Unless otherwise stated at checkout, these charges are the responsibility of the customer.

Customs regulations and charges vary between countries, and we cannot guarantee or accurately predict the amount of any customs fees.

Customs processing may also cause additional delivery delays.

14. International Shipping

We primarily ship to:

• United States

• Canada

• Australia

We may also ship to other international destinations where carrier service and product availability permit.

Available shipping destinations will be shown at checkout.

15. Split Shipments

If your order contains multiple products, your items may be shipped separately from different warehouses.

You may therefore receive:

• Multiple packages

• Different tracking numbers

• Packages arriving on different dates

You will not normally be charged additional shipping fees simply because your order is split into multiple shipments.

16. Delivery Delays Outside Our Control

Although we aim to deliver all orders within the estimated delivery windows, some delays may occur for reasons outside our reasonable control.

These may include:

• Customs delays

• Weather events

• Natural disasters

• Carrier disruptions

• Public holidays

• High-volume shopping periods

• Transportation disruptions

We will assist you where reasonably possible if a significant delay occurs.

17. Contact Information

Trade name: [Tên shop, ví dụ: galixo store]

[Tên shop, ví dụ: galixo store]  Legal entity: LORULA LIMITED

Phone / WhatsApp: +1 (213) 519-5595

Email: contact@libala.store

Physical Address:
Suite C, Level 7, World Trust Tower
50 Stanley Street, Central
Hong Kong

Support Hours:
Email and WhatsApp: 7 days a week, reply within 24 hours.
Phone: Monday to Friday, 9:00 AM – 6:00 PM HKT.