Shipping policy
Eve Farm Co — Shipping Policy
Last Updated: March 19, 2026
Thank you for your order. We want to make sure you have a clear picture of how your order gets to you, so please take a moment to read through this policy before purchasing. We ship internationally from China and our estimated delivery windows reflect real-world transit times — we've been upfront about every step so there are no surprises.
Order Processing
Orders are processed within 1–3 business days of payment confirmation. If your item is in stock at our fulfillment center, your order will typically be dispatched the same day or next business day. In some cases, where an item requires additional sourcing, processing may extend to 3–5 business days before dispatch.
You will receive a shipping confirmation email with your tracking number once your order has been dispatched.
Business days are Monday through Friday, excluding public holidays.
Fulfillment & Carrier
Eve Farm Co products are currently fulfilled through Commercive, our China-based third-party logistics partner. All orders ship internationally from China before handoff to your local carrier for final delivery.
We plan to expand to a US-based warehouse in the future, which will significantly reduce delivery times for domestic customers. We will update this policy when that change takes effect.
Shipping Timeframes
United States
- Estimated delivery: 7–15 business days from dispatch
- Total estimated time from order to delivery: 8–20 business days
European Union
- Estimated delivery: 7–15 business days from dispatch
- Total estimated time from order to delivery: 10–19 business days
Important: All delivery timeframes are estimates, not guarantees. Actual delivery times may vary due to the factors listed below. By placing an order, you acknowledge and accept that these timeframes are estimates only.
Why Shipping May Take Longer — Please Read
Eve Farm Co products are fulfilled from China via our international logistics partner, Commercive.
Shipping may take longer than the estimated window due to:
- International transit time — packages ship from China and must travel to your destination country before local carrier handoff
- Customs clearance — all international shipments are subject to customs inspection, which can add several business days to delivery
- Chinese public holidays — including Chinese New Year (typically January–February), Golden Week (October), and other national holidays during which fulfillment operations pause for 3–10 days
- Carrier volume periods — peak shipping periods such as November–December may result in carrier delays beyond our control
- Weather events or natural disasters — events affecting transit routes or local delivery
- Incorrect or incomplete addresses — packages with address errors may be delayed, returned, or lost
By placing an order, you confirm that you understand:
- Your order ships internationally from China via Commercive
- Delivery timeframes are estimates and may be extended due to customs, holidays, or carrier delays
- These delays do not constitute grounds for a refund under our refund policy
- An order is not considered lost or undelivered until 45 days have passed from the order date without delivery, as defined in the section below
Dietary Supplement Shipping Notice
Eve Farm Co products are dietary supplements. Due to health and safety regulations applicable to consumable goods, once an order has been dispatched it cannot be intercepted, rerouted, or recalled in transit. If you need to update your shipping address, please contact us within 24 hours of placing your order at support@evefarmco.com — we cannot modify the address once the order has been dispatched.
Subscription Orders
If you have enrolled in a subscription (auto-refill) plan, please note the following regarding shipping:
- Subscription orders are processed and dispatched automatically following each successful billing cycle
- It is your responsibility to ensure your shipping address is correct and up to date before your next billing date
- Address changes for upcoming subscription shipments must be submitted to support@evefarmco.com at least 24 hours before your next billing date
- Eve Farm Co is not responsible for missed or delayed subscription deliveries caused by outdated or incorrect address information
- Once a subscription order has been dispatched, it cannot be redirected or recalled
To manage or cancel your subscription, email support@evefarmco.com at least 24 hours before your next billing date.
Tracking Your Order
Once your order is dispatched, your tracking number will be automatically synced to your account and sent to your email address.
Please note:
- Tracking information may take 1–3 business days to begin updating after your tracking number is issued. This is normal — the package has been dispatched but the carrier's system needs time to register the first scan.
- Tracking updates may be less frequent during international transit between China and your country
- Once the package reaches your country, tracking updates typically become more frequent as your local carrier takes over final delivery
If your tracking number shows no movement after 5 business days of being issued, please contact us at support@evefarmco.com and we will investigate with our logistics partner.
Tracking Updates — What Is Normal
Because your order ships internationally, tracking behavior is different from domestic shipping. Here is what to expect at each stage:
Days 1–3 after dispatch: Tracking number issued. May show "label created" or "awaiting carrier scan" — this is normal.
Days 3–7: Package in transit within China, moving toward international departure. Updates may be infrequent.
Days 7–10: Package in customs clearance. Tracking may pause during this period. This is normal and does not indicate a problem.
Days 10–15 (US) / Days 10–19 (EU): Package handed to your local carrier (USPS in the US, local postal service in EU). Updates become more frequent. Delivery typically occurs within a few days of local carrier handoff.
Delayed, Missing, or Lost Orders
What Counts as a Delay (Not a Lost Package)
International shipments frequently experience delays beyond the estimated window. A delay is not the same as a lost package. An order is considered delayed — not lost — if any of the following apply:
- The tracking record shows the package was dispatched and is active or in transit
- The package is within 45 days of the order date
- Tracking has paused but was previously showing movement (common during customs clearance)
By placing an order, you acknowledge that a delayed order does not constitute a failure to deliver, and is not grounds for a refund or payment dispute while the package remains within the 45-day window.
What to Do If Your Order Is Delayed
If your order has not arrived within the estimated delivery window:
- Check your tracking information for the most recent status
- Allow 2–3 additional business days beyond the estimated window — delays are common and expected
- Check with neighbors, your building's reception, or your local post office — carriers sometimes leave packages without a notification
- If no resolution, contact us at support@evefarmco.com with your order number
Do not file a payment dispute while your order is within the 45-day window. We will investigate and work toward a resolution. Disputes filed while tracking shows an active or in-transit status, or before 45 days from the order date, will be contested with full evidence submitted to your bank.
Required Resolution Process Before Any Dispute
Before filing a payment dispute or chargeback for any shipping-related reason, you are required to:
- Contact us at support@evefarmco.com with your order number and tracking details at least 5 business days before you intend to file a dispute
- Allow us 3 business days to investigate and respond — dispute-related inquiries are prioritized and handled within this window
- Await our resolution offer before taking any further action
This process ensures both parties have time to resolve the issue before a formal dispute is initiated. Disputes filed without completing this process — or without allowing the full 3 business days for our response — will be defended with documentation showing that our resolution process was not followed. By placing an order, you agree to follow this process before initiating any dispute.
Lost Orders
An order is considered potentially lost only when both of the following conditions are met:
- 45 or more days have passed since the order date, and
- The package has not been delivered and tracking shows no active movement
If both conditions are met, contact us at support@evefarmco.com with your order number and tracking information. We will:
- Open a formal investigation with Commercive, our logistics partner
- Complete the investigation within 5–7 business days
- Offer a resolution (replacement or alternative remedy) at our discretion based on the investigation outcome
Eve Farm Co is not liable for orders that have not yet reached the 45-day threshold, orders showing active tracking status, or orders delayed due to customs, carrier, or holiday conditions as described in this policy.
Damaged or Incorrect Orders
Please inspect your order upon delivery. If your item is defective, damaged in transit, or incorrect, contact us within 7 days of delivery at support@evefarmco.com so we can evaluate the issue and make it right.
To report a damaged or incorrect item, please include:
- Your order number
- Photos of the damaged or incorrect product
- Photos of the shipping packaging if damaged in transit
We will replace or refund genuinely defective, damaged, or incorrect products at no cost to you. Reports submitted after 7 days of delivery may not be eligible for resolution.
Note: Dissatisfaction with product appearance, labeling differences, or results that don't meet personal expectations does not constitute a defect.
International Shipping (EU and Other Countries)
We currently ship to the United States and select international destinations including the European Union.
International customers are responsible for:
- Any customs duties, import taxes, or VAT required by their country
- Compliance with local import regulations
- Extended delivery times due to customs processing
Eve Farm Co is not responsible for packages held or delayed at customs. Customs clearance timeframes vary by country and are outside our control.
EU customers: Please see our Refund Policy for information on your statutory 14-day right of withdrawal.
Payment Disputes and Chargebacks
We strongly encourage you to contact us before filing any payment dispute with your bank. Shipping issues, including delays, missing packages, and tracking concerns, can almost always be resolved directly and more quickly than through a formal dispute process.
Disputes filed for orders that are delayed but within the 45-day window, showing active tracking, or without first completing our required resolution process will be contested. We will submit full evidence to your bank including:
- Proof of dispatch and tracking records showing the order is in transit
- Your acknowledgment of our shipping policy and delivery timeframes at checkout
- Documentation confirming the order is within our stated delivery window
- Records of all customer communications
- Evidence that our required resolution process was not followed prior to the dispute
Your account will be suspended during the dispute investigation. Accounts that file disputes for orders confirmed as delivered or in transit will be flagged and may result in permanent account suspension.
Undeliverable Packages
If a package is returned to our fulfillment center as undeliverable due to an incorrect address, refused delivery, or failure to collect from the carrier, we will contact you. In this situation:
- Reshipping the order will incur an additional shipping fee
- Eve Farm Co is not responsible for packages lost or undeliverable due to incorrect address information provided at checkout
Please double-check your shipping address before placing your order. Address changes must be requested within 24 hours of placing your order by emailing support@evefarmco.com. Once an order has been dispatched, we cannot modify the shipping address.
Product Appearance
The product you receive may differ in appearance from images shown on our website or in advertising materials. Packaging, labeling, and branding may be updated over time. These differences in appearance do not affect product quality and do not constitute grounds for a return or refund.
Policy Changes
Eve Farm Co reserves the right to update or modify this Shipping Policy at any time. Changes will be posted on this page and take effect immediately upon posting. The version of this policy in effect at the time of your purchase governs your order.
Contact
For all shipping questions, tracking concerns, or order issues:
- Email: support@evefarmco.com
- Subject line: Include your order number
- Response time: 3–5 business days for general inquiries; dispute and delay-related emails are prioritized and responded to within 1–2 business days
Please include your order number and tracking information (if available) when contacting us. If your email relates to a potential dispute, include "URGENT" in the subject line alongside your order number.
Summary — Please Read Before Ordering
Before placing your order, please understand:
✅ Orders ship from China via Commercive, our international fulfillment partner — delivery takes 7–15 business days on average
✅ Processing takes 1–3 business days before your order is dispatched, although sometimes it may take up to 5 days
✅ Tracking numbers are issued at dispatch but may take 1–3 days to show movement — this is normal
✅ Customs clearance can pause tracking updates for several days — this is normal
✅ Delivery timeframes are estimates, not guarantees
✅ Orders are not considered lost until 45 days have passed from the order date without delivery
✅ You must contact us at least 5 business days before filing any dispute and allow 3 business days for our response
✅ Disputes filed while an order is in transit or within the 45-day window will be contested
✅ Delays due to international transit, customs, or public holidays do not constitute grounds for a refund
✅ Damaged or incorrect items must be reported within 7 days of delivery
✅ Subscription orders ship automatically — update your address before your next billing date
✅ We encourage you to contact us directly at support@evefarmco.com to resolve any shipping concern before filing a dispute