Shipping Policy

At Xyrlonay, we work to make the delivery process straightforward and dependable, from the time your order is confirmed until it arrives at your destination.

Our store specialises in creative ceramic drinkware, including products from our Playful Character Collection, Cozy Kitty Collection, and Botanical Tea Collection. Because many of our mugs, teacups, saucers, and sculptural designs contain delicate ceramic or decorative elements, appropriate protective packaging may be used to help minimise movement and damage during transportation.

Order Processing

Orders are generally prepared for shipment within 1–3 business days after successful payment confirmation.

Business days are Monday through Friday and exclude public holidays.

Processing time is separate from the carrier's delivery time. Preparation may occasionally require additional time during holidays, promotional periods, unusually high order volumes, inventory checks, or other exceptional circumstances.

Certain ceramic products with sculptural details, saucers, lids, or other delicate components may also require additional packaging preparation before they can be dispatched.

Once your order leaves our fulfilment process, we will send a shipping confirmation email with tracking details where available.

Estimated Delivery Time

After an order has been shipped, the typical estimated transit period is:

7–20 business days after shipment

This timeframe is separate from the 1–3 business days normally required to process your order.

Actual delivery times can vary because of factors such as:

• Destination
• Carrier availability and operations
• Customs processing or inspections
• Public holidays
• Weather conditions
• High-volume shipping periods
• Remote delivery areas
• Local delivery limitations
• Other circumstances beyond our reasonable control

All delivery periods provided are estimates and should not be interpreted as guaranteed arrival dates.

Shipping Methods and Costs

Available delivery methods and applicable shipping charges will be shown during checkout. Options may depend on your destination, the products ordered, package dimensions, and other shipment requirements.

If an order qualifies for free or promotional shipping, this will be indicated at checkout before you complete payment.

Larger ceramic pieces, cup-and-saucer sets, or particularly delicate sculptural products may require different packaging or shipping arrangements depending on their destination.

Packaging of Fragile Products

Some Xyrlonay drinkware may feature:

• Sculptural ceramic handles
• Raised character details
• Cat-inspired decorative elements
• Floral or botanical decorations
• Lids or straws
• Matching saucers
• Other delicate ceramic or decorative components

Where appropriate, protective packaging is used to help limit unnecessary movement and impact while the parcel is in transit.

Please open your shipment carefully and inspect fragile items as soon as reasonably possible after delivery.

We recommend retaining the original product and shipping packaging until you have confirmed that everything arrived in satisfactory condition.

Tracking Your Order

Where tracking is provided, a tracking number or link will be sent to the email address entered during checkout once the relevant shipment information becomes available.

Tracking records may not become active immediately after a shipping label is generated.

Depending on the carrier, route, and destination, tracking updates may appear only when the parcel reaches particular transportation or delivery checkpoints.

Delivery Delays

We work with logistics providers to move orders as efficiently as reasonably possible. However, delays can occasionally occur for reasons beyond our reasonable control, including:

• Carrier disruptions
• Customs inspections or clearance
• Severe weather
• Transportation interruptions
• Public holidays
• Peak shipping periods
• Remote delivery destinations
• Local delivery restrictions
• Unexpected customs or logistics issues

If your package has not arrived within the estimated 7–20 business day transit period, please contact our customer support team. We can review the shipping and tracking information available to us.

Shipping Address Accuracy

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

Before submitting your order, please verify your:

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

If you discover an error after completing your purchase, contact us as soon as possible.

We will make reasonable efforts to update your information before fulfilment, but address changes cannot be guaranteed after processing has begun or the package has been shipped.

If an order is delayed, returned, or requires reshipment because the customer supplied incomplete or incorrect delivery information, additional shipping costs may apply where permitted by law.

International Orders

Xyrlonay offers delivery to selected international destinations where shipping services are available.

International shipments may be subject to additional:

• Customs inspections
• Import duties
• Taxes
• Brokerage fees
• Clearance charges
• Charges imposed by local authorities or carriers

Unless otherwise indicated at checkout, these costs are generally the responsibility of the recipient.

Xyrlonay does not determine or control customs processing times, import charges, or fees imposed by customs authorities, governments, or local delivery providers.

Products Damaged During Shipping

Because ceramic mugs, teacups, saucers, lids, sculptural handles, and decorative elements can be fragile, we recommend examining your products promptly after delivery.

If an item arrives broken, chipped, cracked, scratched, or otherwise damaged during transportation, please contact us as soon as reasonably possible.

To help us evaluate the issue, we may ask you to provide:

• Your order number
• Clear photographs of the affected product
• Photographs of the internal protective packaging
• Photographs of the outer shipping package
• A photograph of the shipping label
• A short video where it would help demonstrate the issue

Please keep the affected product and all relevant packaging until our customer support team has reviewed your request.

Depending on the circumstances and applicable policies, an appropriate solution may include a replacement, refund, or another available remedy.

Lost or Delayed Packages

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

Where appropriate, we may assist with a carrier enquiry or another available resolution process.

The investigation procedure and possible outcome may depend on the carrier's policies and the circumstances surrounding the shipment.

Packages Marked as Delivered

If carrier tracking indicates that your package was delivered but you cannot find it, we recommend checking:

• Your mailbox or usual delivery location
• Front, side, and rear entrances
• Building reception, concierge, or mailroom
• Other members of your household
• Nearby neighbours
• The local delivery carrier

If the parcel still cannot be located, contact our customer support team so we can review the available delivery information with you.

Split Shipments

Products within the same order may occasionally be dispatched separately because of factors such as:

• Inventory location
• Product dimensions
• Fragile-product packaging requirements
• Warehouse availability
• Fulfilment arrangements

For example, a mug from our Cozy Kitty Collection and a teacup set from our Botanical Tea Collection may be sent in separate parcels depending on stock location and packaging requirements.

When an order is divided into multiple shipments, each parcel may receive its own tracking information and arrive on a different date.

You will not incur additional shipping fees solely because Xyrlonay chooses to divide your order into separate shipments.

Receiving Your Order

When opening a shipment containing Xyrlonay ceramic drinkware, we recommend:

• Opening the parcel carefully
• Keeping sharp tools away from the product
• Removing protective packaging gradually
• Handling sculptural handles, lids, saucers, and raised decorative details carefully
• Checking the product before disposing of its packaging
• Placing ceramic pieces on a clean, stable surface after unpacking

If your product contains detachable accessories or special decorative components, please review the relevant product information before use.

Contact Us

For questions concerning shipping, tracking, delivery, or products damaged during transportation, please contact our customer support team:

Brand: Xyrlonay
Official Website: xyrlonay.com
Legal Entity: Chongqing Xingjiayao Technology Co., Ltd.
Unified Social Credit Code: 91500000MAE9850081
Registered Address: No. 29, Lane 1, Jialan Road, Kangmei Street, Liangjiang New Area, Chongqing
Customer Support Email: service@xyrlonay.com

xyrlonay.com is owned and operated by Chongqing Xingjiayao Technology Co., Ltd. The company is responsible for operating the online store, coordinating orders, providing customer support, and managing related e-commerce activities.

When contacting us about an existing purchase, please include your order number and the email address used during checkout whenever possible. This will help our team locate your order and assist you more efficiently.

For products that arrive damaged, including clear photographs of both the item and its packaging can help us review the issue more quickly.

Xyrlonay — Creative drinkware for everyday moments.