Shipping & Delivery Policy

Shipping & Delivery Policy

Effective Date: July 29, 2026

Thank you for shopping with Stretchora.

This Shipping and Delivery Policy explains how orders are processed, shipped, tracked, and delivered. It also describes customer responsibilities regarding delivery addresses, customs charges, unclaimed shipments, and delivery-related inquiries.

By placing an order through Stretchora, you acknowledge that you have reviewed this policy, subject to any consumer rights that cannot legally be excluded or limited.

Order Processing Time

Orders are typically processed within 1–3 business days.

Business days are Monday through Friday, excluding public holidays and days on which our fulfillment partners or shipping carriers are not operating.

Order processing may include:

  • Payment verification
  • Fraud prevention checks
  • Supplier or warehouse confirmation
  • Product preparation
  • Packaging
  • Shipping label creation
  • Transfer to the shipping carrier

During promotional periods, public holidays, peak shopping seasons, supplier delays, inventory reviews, or periods of unusually high demand, processing may take up to 5 business days.

Processing time is separate from delivery time. Estimated delivery time begins after the order has been dispatched and accepted by the shipping carrier.

Order Confirmation

After placing an order, you should receive an order confirmation email at the email address provided during checkout.

The order confirmation email confirms that we have received your order request. It does not necessarily confirm that every product has been allocated, fulfilled, or shipped.

We may contact you if:

  • Payment verification is required
  • The delivery address appears incomplete
  • A product becomes unavailable
  • Additional shipping information is required
  • The order appears to contain an error
  • The order requires separate shipments
  • We are unable to fulfill the order within the originally estimated time

Please make sure that your email address and telephone number are accurate and accessible.

Shipping Fee

Stretchora charges a flat shipping fee of:

$6.90 per order

The applicable shipping charge will be displayed during checkout before payment is completed.

No additional shipping fee will normally be charged when products from the same order are sent in separate packages.

The flat shipping fee does not include:

  • Import duties
  • Customs charges
  • Brokerage fees
  • Foreign taxes
  • Remote-area surcharges imposed after shipment
  • Charges resulting from an incorrect address
  • Reshipment costs for refused or unclaimed packages

Original shipping charges are generally non-refundable after an order has been shipped, except when the refund results from our verified error, a verified product defect, non-delivery for which we are responsible, or applicable law requires otherwise.

Estimated Delivery Times

Estimated delivery times after dispatch are generally:

United States:
5–10 business days

International Destinations:
10–20 business days

These periods are estimates and are not guaranteed delivery dates.

Actual delivery time may vary depending on:

  • Destination
  • Product location
  • Carrier routing
  • Customs processing
  • Local postal operations
  • Weather conditions
  • Natural disasters
  • Public holidays
  • Seasonal demand
  • Security inspections
  • Transportation disruptions
  • Remote delivery locations
  • Incorrect or incomplete address information
  • Unsuccessful delivery attempts
  • Circumstances outside our reasonable control

Some orders may arrive earlier or later than the estimated period.

A delay within or beyond the estimated delivery window does not automatically establish that the shipment has been lost.

Shipping Destinations

Stretchora ships to destinations made available during checkout.

Shipping availability may vary depending on:

  • Product type
  • Supplier location
  • Package dimensions
  • Destination country
  • Carrier restrictions
  • Customs regulations
  • Import restrictions
  • Available delivery services

We may be unable to ship certain products to particular countries, regions, islands, military addresses, freight-forwarding locations, post office boxes, or remote areas.

When we cannot ship an order to the address provided, we may contact the customer to request another address or cancel the affected product and issue the appropriate refund.

Shipping Confirmation

Once an order has been dispatched, a shipping confirmation email will normally be sent to the email address provided during checkout.

The shipping confirmation may include:

  • Tracking number
  • Carrier name
  • Tracking link
  • Products included in the shipment
  • Dispatch date
  • Available delivery estimate

A shipping confirmation does not guarantee that tracking activity will appear immediately.

Tracking Information

Tracking information is provided for shipped orders.

Tracking updates may take approximately 2–5 days to appear after dispatch because shipping labels, export facilities, logistics partners, and final-mile carriers may process information at different times.

During international transportation, tracking may temporarily stop updating while the package:

  • Travels between countries
  • Passes through customs
  • Transfers between logistics providers
  • Waits for local carrier acceptance
  • Undergoes security inspection
  • Moves through an international sorting facility

A temporary lack of tracking updates does not necessarily mean that the package has been lost.

Customers should continue checking the tracking page and allow reasonable time for the next carrier scan.

Shipping Carriers

Depending on the product, package size, destination, and fulfillment location, orders may be transported by carriers or logistics providers such as:

  • USPS
  • UPS
  • FedEx
  • DHL
  • Local postal services
  • Regional delivery services
  • International logistics providers
  • Last-mile delivery partners

Carrier selection is determined by availability, destination, package characteristics, and fulfillment requirements.

Customers generally cannot select or change the carrier after an order has entered processing.

A package may be transferred from one international logistics provider to a local delivery carrier before final delivery.

Split Shipments

Products from the same order may be shipped separately.

Split shipments may occur when:

  • Products are stored at different warehouses
  • Products are supplied by different fulfillment partners
  • Package size or weight requires separate transportation
  • One product is ready before another
  • Carrier restrictions require separate packages
  • Separate shipment reduces unnecessary delay

Each package may have its own tracking number and delivery date.

Customers will not normally be charged an additional shipping fee solely because we divide an order into multiple shipments.

Receiving one package does not necessarily mean that the entire order has been delivered.

Product Availability

Product availability may change after an order is placed.

If a product becomes unavailable before shipment, we may:

  • Cancel the unavailable product
  • Offer a suitable alternative
  • Request confirmation before making a substitution
  • Ship the remaining products separately
  • Refund the unavailable product
  • Cancel and refund the affected order

We will not intentionally substitute a materially different product without the customer’s agreement.

Delivery Estimates and Delays

Shipping and delivery dates are estimates rather than guarantees.

When we become aware that an order cannot be shipped or delivered within the originally represented period, we may contact the customer with:

  • A revised estimate
  • Updated tracking information
  • Available fulfillment options
  • An opportunity to accept the delay
  • A cancellation and refund option when required by applicable law

Delays caused by carriers, customs authorities, weather, public emergencies, transportation interruptions, or other circumstances outside our reasonable control may require additional time to investigate.

Nothing in this section limits a customer’s mandatory right to cancel or receive a refund under applicable consumer protection law.

Address Accuracy

Customers are responsible for providing a complete and accurate delivery address during checkout.

The delivery address should include, where applicable:

  • Recipient’s full name
  • Street address
  • Apartment, suite, unit, or building number
  • City
  • State, province, or region
  • Postal or ZIP code
  • Country
  • Valid telephone number

Stretchora is not responsible for delays or delivery failures resulting from incorrect or incomplete information supplied by the customer, except to the extent required by applicable law.

Address Changes

Address change requests should be submitted within 12 hours after the order is placed.

Contact:

Email: dongkoch747@gmail.com
Telephone: +1 (936) 260-5549

Please include your order number, current address, and requested corrected address.

Submitting an address change request does not guarantee that the address can be changed.

Once supplier confirmation, processing, fulfillment, packaging, label creation, or shipment has begun, changes may no longer be possible.

An address change is effective only after Stretchora confirms it in writing.

Customers should not rely solely on an email request when no confirmation has been received.

Incorrect or Incomplete Addresses

When a package cannot be delivered because the customer provided an incorrect or incomplete address, the package may be:

  • Returned to the sender
  • Held by the carrier
  • Sent to a carrier collection location
  • Disposed of under carrier procedures
  • Subject to address correction fees
  • Delayed while the carrier requests information

When possible, we may assist with a carrier inquiry, but we cannot guarantee that an address can be corrected after shipment.

If the package is returned, reshipment may require payment of additional shipping charges.

Any eligible refund may exclude original shipping charges, return transportation costs, address correction fees, customs charges, and other costs caused by the incorrect address, where permitted by applicable law.

Refused or Unclaimed Shipments

A package may be returned when:

  • Delivery is refused
  • Delivery attempts are unsuccessful
  • The recipient fails to collect the package
  • The carrier cannot access the property
  • Customs charges are not paid
  • Required information is not provided
  • The package remains unclaimed at a postal or carrier facility

A refused or unclaimed shipment is not automatically treated as an approved return.

After the package is returned and inspected, we may offer:

  • Reshipment after payment of applicable charges
  • A refund of the eligible product amount
  • Another resolution required by applicable law

Original shipping fees, return shipping costs, customs charges, carrier fees, and other reasonably incurred costs may be deducted from the refund where legally permitted.

No refund will normally be issued before the returned package is received and its condition is confirmed.

Delivery Attempts

Some carriers may require:

  • A signature
  • Identification
  • Access to a secure building
  • Collection from a carrier facility
  • Payment of customs or import charges
  • Confirmation of delivery instructions

Customers are responsible for monitoring tracking information and responding to carrier notices.

Stretchora does not control the number or timing of delivery attempts made by the carrier.

Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it, please:

  • Confirm that the delivery address is correct
  • Check the mailbox, doorway, garage, reception area, parcel locker, or other safe location
  • Ask household members
  • Ask neighbors
  • Contact reception staff or building management
  • Review any carrier delivery photograph
  • Allow a reasonable period in case the carrier marked the shipment delivered prematurely
  • Contact the carrier and request a delivery investigation

After completing these steps, contact Stretchora and provide:

  • Your order number
  • Tracking number
  • Confirmation of the delivery address
  • Carrier case or investigation number
  • Any delivery photograph or relevant evidence

We will provide reasonable assistance with the investigation.

A report that a delivered package cannot be located does not automatically guarantee a replacement or refund. The appropriate resolution will depend on the carrier’s investigation, available evidence, applicable law, and the circumstances of delivery.

Nothing in this section removes any consumer right that cannot legally be waived.

Lost Packages

A package may be considered lost only after the carrier or applicable logistics provider confirms the loss, or after a reasonable investigation establishes that delivery is unlikely.

Before a lost-package resolution is issued, we may require:

  • Confirmation of the delivery address
  • Completion of a carrier investigation
  • A signed non-receipt declaration
  • Additional information requested by the carrier
  • Cooperation with a postal, insurance, or payment investigation

When a package is verified as lost before delivery, we may provide:

  • A replacement shipment
  • A refund
  • Another appropriate resolution

The available resolution may depend on product availability, destination, carrier findings, and applicable law.

Delayed Packages

If a package has not arrived within the estimated delivery period:

  • Review the tracking information
  • Check for customs or carrier notices
  • Confirm that the delivery address is accurate
  • Contact the carrier when carrier contact details are available
  • Contact Stretchora with the order and tracking numbers

We may ask the carrier or logistics partner to investigate.

A refund or replacement may not be available while the package remains in active transit and within a reasonable delivery or investigation period, except where applicable law requires otherwise.

Stolen Packages

When a package is confirmed as delivered and is later reported stolen, customers should contact:

  • The shipping carrier
  • Building management or reception
  • Local authorities, where appropriate
  • Household members or neighbors
  • Home or payment insurance providers, when applicable

Stretchora may assist with available shipping records and carrier information.

A replacement or refund is not automatically guaranteed for theft occurring after confirmed delivery, but each report will be reviewed in light of the evidence and applicable law.

Damaged Packages

Inspect the package and product promptly after delivery.

If the product arrives damaged, defective, incomplete, or materially different from the product ordered, contact us within 7 calendar days after delivery.

Provide:

  • Order number
  • Description of the issue
  • Photographs of the shipping box
  • Photographs of the internal packaging
  • Photograph of the shipping label
  • Photographs of the damaged product
  • Video evidence when reasonably necessary

Keep all packaging, accessories, manuals, hardware, and components until the review is complete.

Do not discard, repair, install, use, or return the product unless instructed by Stretchora.

Verified damaged or incorrect orders will be handled under our Return and Refund Policy and applicable law.

Visible Package Damage

When possible, document visible damage before opening the package.

If the carrier requests a signature and the packaging appears materially damaged, note the damage with the carrier when reasonably possible.

Accepting a damaged package does not automatically waive your rights, but prompt documentation may help us investigate the claim.

International Shipping

Stretchora ships internationally to destinations available during checkout.

International orders may be subject to:

  • Import duties
  • Customs taxes
  • Value-added tax
  • Brokerage fees
  • Customs processing charges
  • Local handling fees
  • Product restrictions
  • Import inspections

Unless otherwise stated during checkout, these charges are not included in the product price or Stretchora’s shipping fee.

The recipient is responsible for applicable import charges imposed by government authorities, customs agencies, carriers, or third-party brokers, except where the order is expressly sold with those charges included or applicable law provides otherwise.

Stretchora does not control the amount of customs charges.

Customers should contact their local customs authority for information before placing an international order.

Customs Processing

International packages may be opened, inspected, delayed, or held by customs authorities.

Customs authorities may request:

  • Identification
  • Proof of purchase
  • Payment information
  • Product descriptions
  • Import permits
  • Duties or taxes
  • Additional recipient information

Customers are responsible for responding to lawful customs requests concerning their shipment.

Customs processing times are outside Stretchora’s direct control.

A customs delay does not automatically qualify the order for an immediate refund while the shipment remains in active customs processing, except where applicable law requires otherwise.

Customs Refusal or Nonpayment

If a customer refuses to pay applicable customs charges or fails to provide required customs information, the package may be:

  • Returned
  • Abandoned
  • Destroyed
  • Held indefinitely
  • Subject to additional charges

When a package is returned, an eligible refund may exclude original shipping charges, return transportation costs, customs charges, storage fees, brokerage fees, and other costs where legally permitted.

Stretchora cannot guarantee a refund for a shipment abandoned or destroyed by customs because of the recipient’s failure to meet import requirements.

Import Restrictions

Customers are responsible for determining whether a product may lawfully be imported, possessed, installed, or used at the delivery destination.

We may cancel an order if we become aware of an applicable carrier, customs, product, or import restriction.

A product’s availability on our website does not guarantee that every destination permits its import.

Large, Heavy, or Load-Bearing Products

Certain products may require special packaging or handling, including:

  • Yoga mat storage racks
  • Studio storage carts
  • Headstand benches
  • Balance equipment
  • Aerial yoga equipment
  • Inversion equipment
  • Large yoga mats
  • Multipiece studio sets

These products may:

  • Ship separately
  • Require additional processing time
  • Arrive in multiple packages
  • Require assembly
  • Be subject to destination restrictions
  • Require signature confirmation

Customers should inspect all components before assembly or use.

Shipping damage must be reported before damaged load-bearing equipment is installed or used.

Freight Forwarders and Third-Party Reshipping Services

When a customer directs an order to a freight forwarder, package forwarding service, commercial mail receiver, hotel, temporary accommodation, or third-party reshipper, Stretchora’s delivery records may end when the original carrier confirms delivery to that location.

We are not responsible for loss, damage, delay, repackaging, incorrect forwarding, customs issues, or delivery failure occurring after the third party accepts the package, except to the extent required by applicable law.

Customers using such services are responsible for confirming that the service accepts the product and can lawfully forward it to the final destination.

Force Majeure and Events Outside Our Control

Shipping may be affected by events outside our reasonable control, including:

  • Severe weather
  • Natural disasters
  • Fire
  • Flood
  • War
  • Civil disturbance
  • Public health emergencies
  • Government restrictions
  • Customs action
  • Labor disputes
  • Carrier interruptions
  • Transportation shortages
  • Cyber incidents affecting logistics systems
  • Power or communications failures

We will make reasonable efforts to provide updates and fulfill affected orders.

This section does not limit any cancellation or refund right that applies under mandatory law.

Fraud Prevention and Verification

Orders may be delayed or canceled when additional verification is reasonably necessary to prevent fraud, unauthorized payment, identity misuse, or delivery to a high-risk address.

We may request confirmation of:

  • Billing information
  • Delivery information
  • Customer identity
  • Payment authorization
  • Order details

Customers should not send complete payment card numbers or account passwords by email.

When verification cannot be completed, the order may be canceled and the applicable payment refunded.

Order Cancellations Before Shipment

Cancellation requests should be submitted as soon as possible and preferably within 12 hours after purchase.

Cancellation is only possible when supplier confirmation, processing, fulfillment, packaging, or shipment has not begun.

A cancellation request is not approved until Stretchora confirms it in writing.

Once shipment has begun, the customer may request an eligible return after delivery under our Return and Refund Policy.

Shipping Fee Refunds

The original $6.90 shipping fee is generally non-refundable after dispatch.

The shipping fee may be refunded when:

  • The entire order is canceled before shipment
  • We shipped the wrong product
  • A verified defect makes the entire order eligible for a full refund
  • The shipment is verified as lost before delivery
  • We are otherwise required to refund the fee by applicable law

When only part of an order is returned for preference-based reasons, the original shipping fee will generally not be refunded.

Relationship to the Return and Refund Policy

Returns, exchanges, damaged products, defective products, incorrect items, cancellations, and refunds are also governed by the Stretchora Return and Refund Policy.

When this Shipping and Delivery Policy conflicts with a mandatory legal requirement, the mandatory legal requirement will apply to the extent of the conflict.

Statutory Consumer Rights

Nothing in this policy excludes, restricts, or modifies any consumer right or remedy that cannot legally be excluded, restricted, or modified.

Customers may have additional rights based on their delivery location.

Policy Updates

We may update this Shipping and Delivery Policy when our shipping fees, carriers, delivery areas, fulfillment methods, operational procedures, or legal requirements change.

The version displayed on the website at the time of purchase will generally apply to that order, except where a later version is required by law or provides the customer with more favorable terms.

Contact Information

For shipping and delivery questions, contact:

Store Name: Stretchora
Legal Business Name: STOREVIA LIMITED
Website: https://stretchora.com
Email: dongkoch747@gmail.com
Telephone: +1 (936) 260-5549

Customer Support Hours:
Monday–Friday, 10:00 AM–6:00 PM Hong Kong Time (GMT+8)

Legal Business Address:
STOREVIA LIMITED
Unit 809, 8/F Brill Plaza
84 To Kwa Wan Road
To Kwa Wan
Hong Kong

The legal business address is not a product return address, warehouse, customer collection location, or retail store unless Stretchora expressly confirms otherwise in writing.