Shipping policy

Shipping Overview

At Ilenmora, we aim to provide a clear and reliable delivery experience for customers purchasing furniture online. This Shipping Policy explains our delivery coverage, shipping charges, order processing schedule, estimated transit time, tracking procedures, and the steps to take if a shipment is delayed, damaged, or missing.

We ship throughout the United States. The applicable shipping charge and estimated delivery timeframe are outlined below to help customers understand what to expect after placing an order.

Delivery Coverage

We provide shipping throughout the United States. Customers are responsible for entering a complete and accurate delivery address when placing an order, including any apartment, unit, building, or other information needed to complete the delivery.

An incomplete or incorrect address may cause delays or prevent successful delivery. If you notice an error in your shipping address, please contact customer support as soon as possible so that we can determine whether a correction is still possible.

Shipping Charges

Shipping charges are calculated according to the order amount as follows:

Orders with a total amount below $125.31 incur a shipping fee of $10.65.

Orders with a total amount of $125.31 or more qualify for free shipping.

The applicable shipping charge will be reflected in the order total during checkout. The free shipping threshold does not change the order processing period or the estimated transit time.

Order Processing Time

Orders generally require 1–3 business days for processing before dispatch. Processing includes preparing the order and arranging it for shipment.

Order processing time is separate from transit time. The estimated delivery period should therefore account for both the preparation stage and the time required for the parcel to travel after dispatch.

Processing or dispatch may occasionally take longer because of order verification, operational interruptions, or circumstances beyond reasonable control. If an issue materially affects your order, please contact customer support for assistance.

Shipping Carriers and Transit Time

DHL and UPS are our shipping carriers.

After dispatch, the estimated transit time is 7–10 business days. This period begins when the shipment has been dispatched and does not include the preceding order processing period of 1–3 business days.

Transit times are estimates rather than guaranteed delivery dates. Severe weather, transportation disruptions, carrier operating conditions, and other unforeseen circumstances may affect the actual arrival date.

When estimating delivery, customers should allow time for both order processing and transportation. Actual delivery may occur earlier or later than the estimated timeframe.

Taxes and Customs Clearance

All applicable taxes are included in the corresponding product prices.

We have arranged for our logistics provider to handle customs clearance directly. Customers are not required to pay additional customs-clearance fees upon delivery.

The shipping charge described in this policy remains applicable to orders below the free shipping threshold. Customs clearance arrangements do not eliminate the shipping fee that applies to those orders.

Order Tracking

Once an order has been dispatched, tracking information will be provided when available for the shipment. Customers can use the supplied tracking details to monitor the parcel's progress through the carrier's tracking service.

Tracking information may take some time to become available or update after dispatch. A temporary lack of tracking updates does not necessarily mean that a shipment has been lost.

If tracking details are unavailable, do not appear to update for an extended period, or indicate a possible delivery problem, please contact customer support. Email is the preferred contact method, while telephone is available as an alternative during customer service hours.

Delivery Delays

If your order has not arrived within the estimated 7–10 business days after dispatch, please contact us so that we can review the shipment status.

When reporting a delay, please provide your order number and any tracking information available. We will review the details and communicate the available next steps.

Delivery delays may result from carrier disruptions, adverse weather, transport interruptions, or other circumstances affecting shipment progress. Where a delay affects our delivery obligations, we will address the situation in accordance with applicable law.

Damaged, Missing, or Incorrect Deliveries

Please inspect your delivery when it arrives. If an item appears damaged, is missing, or does not match the order, contact customer support as soon as reasonably possible.

When reporting the issue, include your order number, a description of the problem, and photographs or other supporting information if available. This information can help us investigate the shipment and determine an appropriate resolution.

Each case will be reviewed according to the circumstances and applicable law. Depending on the situation, the next steps may include a shipment investigation, further information gathering, or an appropriate remedy. We do not require customers to give up rights provided by applicable consumer protection laws.

Address Changes and Shipping Modifications

If you need to correct a delivery address or request another shipping change, contact us as early as possible and before dispatch whenever possible.

Once a parcel has been dispatched, the carrier may already be handling the delivery. Address corrections, rerouting, or shipment interception may therefore be unavailable or subject to carrier approval. We cannot guarantee that changes requested after dispatch will be completed.

Customers should check their delivery information carefully before submitting an order. If a change cannot be made after dispatch, customer support can explain the available options based on the shipment status and applicable requirements.

Cancellations During Shipping

If you wish to cancel an order, please contact customer support as soon as possible. Cancellation may be possible before dispatch, depending on the order's processing status and applicable requirements.

Once an order has been dispatched, cancellation or interception of the shipment cannot be guaranteed. The available options will depend on the shipment status and the circumstances of the request.

Operational limitations do not override any cancellation, refund, or other consumer rights that apply under law. Any eligible cancellation or refund will be handled in accordance with the applicable requirements.

Delivery Responsibilities

Customers are responsible for providing an accurate delivery address and any information reasonably necessary to complete the delivery.

We arrange shipment through DHL and UPS and will address reported shipping issues in accordance with the applicable requirements. Customers should retain their order confirmation and tracking information until the delivery is complete.

Responsibility for delayed, lost, damaged, or incorrectly delivered items will be assessed in light of the circumstances and applicable law. Nothing in this policy excludes consumer protections or remedies that cannot legally be waived.

Contact Information

For questions about shipping, tracking, delivery delays, address corrections, missing parcels, or damaged items, please contact us using the information below.

Email: solutions@ilenmora.com

Phone: +81 98-682-4736

Address: Room 204, Forest Casa, 1399 Maezato, Itoman City, Okinawa 901-0362, Japan

Customer Service Hours: Monday through Friday, 9:00 AM–6:00 PM Eastern Time (ET)