Shipping Policy
Last Updated: September 15, 2026
Thank you for shopping with ORDENLIO.
This Shipping Policy explains how orders placed through ordenlio.com are processed, shipped, and delivered.
Order Processing
After an order has been successfully placed and payment has been confirmed, we will prepare the order for shipment as promptly as reasonably possible.
Processing times may vary depending on product availability, order volume, fulfillment location, weekends, public holidays, and other operational circumstances.
If an order experiences an unusual or significant delay before shipment, we will make reasonable efforts to communicate with the customer using the contact information provided with the order.
Estimated Delivery Time
Delivery times vary depending on the destination, product, fulfillment location, shipping method, carrier operations, customs processing, local conditions, and other factors outside our direct control.
Where an estimated delivery timeframe is available, it may be displayed during checkout, included with your order information, or provided after shipment.
Any delivery dates or timeframes provided are estimates unless expressly stated otherwise.
Delivery may be affected by circumstances including:
- Carrier delays
- Customs clearance
- Public holidays
- Weather conditions
- High shipping volumes
- Local delivery conditions
- Incorrect or incomplete delivery information
- Events outside our reasonable control
Shipping Charges
Any applicable shipping charges will be clearly displayed during checkout before the customer completes payment.
Promotional free-shipping offers may be available from time to time and may be subject to conditions displayed on our website.
ORDENLIO will not add undisclosed shipping charges after an order has been submitted.
Order Tracking
Where tracking is available, tracking information will be provided after the order has been dispatched.
Tracking information may require some time to become active after the carrier receives or scans the shipment.
Shipping Destinations
ORDENLIO ships to destinations made available during checkout.
Available destinations may vary depending on the product, fulfillment arrangements, shipping services, and applicable restrictions.
If a destination cannot be selected during checkout, the applicable product may not currently be available for delivery to that location.
Fulfillment Locations
Products may be shipped from different warehouses or fulfillment locations depending on product availability, inventory, destination, and logistics arrangements.
As a result, the shipping origin displayed on a parcel or tracking page may differ from the business address of METRO RICH LIMITED.
Customs, Duties and Taxes
International orders may be subject to import duties, taxes, customs charges, or other government fees imposed by the destination country.
Unless these charges are expressly collected during checkout, they may be the responsibility of the recipient.
ORDENLIO does not control duties, taxes, or other charges imposed by local customs or government authorities.
Address Changes
Customers are responsible for providing complete and accurate shipping information.
If you need to correct your shipping address after placing an order, please contact:
as soon as possible.
We will make reasonable efforts to update the address before fulfillment or shipment.
However, once an order has entered fulfillment or has been transferred to a carrier, changes may no longer be possible.
Order Cancellations
If you wish to cancel an order, please contact:
as soon as possible.
We will make reasonable efforts to cancel orders that have not yet entered fulfillment or been dispatched.
Once an order has been shipped, cancellation may no longer be possible and the order may instead be subject to our Return & Refund Policy.
Incorrect Address or Failed Delivery
Customers are responsible for ensuring that the delivery address supplied during checkout is complete and accurate.
If a shipment cannot be delivered because an incorrect or incomplete address was supplied, the parcel was refused, or delivery attempts were unsuccessful, please contact our customer service team.
Additional shipping charges may apply where reshipment is requested and the failed delivery resulted from incorrect or incomplete information supplied by the customer.
Lost Packages
If you believe your package has been lost in transit or tracking information has not updated for an unusually long period, please contact:
Please provide your order number and any available tracking information.
We will review the shipment with the relevant carrier or fulfillment provider.
Where a shipment is confirmed as lost in transit, we will provide an appropriate resolution, which may include a replacement or refund.
Damaged Packages
If an order arrives damaged, please contact us as soon as reasonably possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging and shipping label where available
Once the issue has been reviewed and verified, we will provide an appropriate resolution, which may include replacement or refund.
Contact Us
ORDENLIO
Operated by METRO RICH LIMITED
Customer Service: service@ordenlio.com
Business Address:
Shop No. 1, L7, MegaBox, Enterprise Square Five
38 Wang Chiu Road
Kowloon Bay, Kowloon
Hong Kong