Shipping policy

Last updated: October 5, 2026

Thank you for shopping with PhoenixCare (大唐醫風). We are committed to preparing and shipping your order with care. This Shipping Policy explains our order processing, shipping, delivery, and related procedures for purchases made through our online store.

1. Order Processing

Orders are generally processed during regular business days, excluding weekends and U.S. federal holidays. Processing time may vary depending on product availability, order volume, product type, or other operational circumstances. Certain products, including handcrafted, specialty, seasonal, limited-quantity, or specially prepared items, may require additional processing time. Any material delay known to us will be communicated when reasonably possible.

An order confirmation does not constitute a guarantee that all items are available for shipment. If an item becomes unavailable after an order is placed, we may contact you to offer an alternative, issue an appropriate refund, or cancel the affected portion of the order.

2. Shipping Rates

Applicable shipping charges will generally be displayed at checkout before you complete your purchase. Shipping rates may vary depending on factors including:

Delivery destination
Package weight and dimensions
Shipping method selected
Carrier rates
Product characteristics
Promotional shipping offers, if applicable

Any applicable taxes, shipping fees, or other charges will be disclosed during checkout to the extent required by law.

3. Estimated Delivery Times

Estimated delivery dates or transit times shown on our website, at checkout, or in order communications are estimates only and are not guaranteed delivery dates. Delivery times may be affected by circumstances outside our reasonable control, including:

Carrier delays
Weather conditions
Holidays
Transportation disruptions
Natural disasters
Labor disruptions
Government actions
Incorrect or incomplete delivery information
Other unforeseen circumstances

PhoenixCare and Ancient Secrets of Wellness Inc. are not responsible for delays caused by shipping carriers or events beyond our reasonable control.

4. Shipping Confirmation and Tracking

When tracking information is available, you may receive a shipping confirmation by email or other electronic communication after your order has been dispatched. Please allow reasonable time for tracking information to become active after a shipping label is created. Tracking information is provided by the applicable carrier, and carrier tracking systems may occasionally experience delays or inaccuracies.

5. Accurate Shipping Information

Customers are responsible for providing a complete and accurate shipping address at checkout. Please carefully review your:

Recipient name
Street address
Apartment, suite, or unit number
City
State
ZIP or postal code
Contact information

If you discover an error in your shipping information, please contact us as soon as possible at mte@phoenixcarehealth.com. We will make reasonable efforts to assist before an order has shipped, but we cannot guarantee that shipping information can be changed after an order has entered processing or has been transferred to the carrier.

6. Incorrect Addresses, Refused Deliveries, and Returned Packages

If a package is returned to us because of an incorrect or incomplete address, refusal of delivery, failure to claim the package, or another circumstance attributable to the recipient, additional shipping charges may apply if the customer requests reshipment. Original shipping charges may be non-refundable to the extent permitted by applicable law. If a returned product is eligible for a refund under our Return & Refund Policy, any applicable refund will be handled according to that policy.

7. Lost, Missing, or Stolen Packages

Once a package has been transferred to the shipping carrier, delivery is subject to the carrier's procedures and tracking system. If tracking indicates that your package has been delivered but you cannot locate it, we recommend that you:

Check the delivery location and surrounding area
Confirm the shipping address on your order
Check with household members, building staff, neighbors, or mailrooms where appropriate
Contact the shipping carrier regarding the delivery

You may also contact us at mte@phoenixcarehealth.com, and we will make reasonable efforts to assist with available shipping information or carrier inquiries. To the fullest extent permitted by applicable law, PhoenixCare and Ancient Secrets of Wellness Inc. are not responsible for theft or loss occurring after a carrier confirms delivery to the address provided by the customer. Nothing in this section limits any rights you may have under applicable consumer protection law.

8. Packages Lost in Transit

If a shipment appears to have been lost while in transit, please contact us at mte@phoenixcarehealth.com. Depending on the circumstances, we may work with the carrier to investigate the shipment. Any replacement, refund, carrier claim, or other resolution will depend on the circumstances of the shipment, carrier procedures, product availability, applicable insurance, and applicable law.

9. Damaged Shipments

Please inspect your package promptly after delivery. If an order arrives materially damaged during shipment, please contact us as soon as reasonably possible at mte@phoenixcarehealth.com. To help us evaluate the issue, we may request:

Your order number
Photographs of the damaged item
Photographs of the shipping box or packaging
Photographs of the shipping label
A description of the damage

Please retain the original packaging until the matter has been resolved, as the carrier may require inspection or documentation. Where appropriate, we may provide a replacement, refund, store credit, or other remedy consistent with our policies and applicable law.

10. Product-Specific Shipping Restrictions

Certain herbal products, food products, wellness products, liquids, topical products, fragile items, heat-sensitive products, or other specialty items may be subject to additional shipping restrictions or carrier requirements. We reserve the right to decline, modify, or cancel shipment of a product when shipping would violate applicable laws, carrier requirements, safety considerations, or destination restrictions. If we are unable to fulfill an affected order, we will provide an appropriate refund for the unshipped item.

11. Domestic and International Shipping

Products will be shipped only to destinations made available through our checkout system. Availability of shipping to a particular state, territory, country, or region does not guarantee that every product can legally or practically be shipped to that destination. International customers, where international shipping is offered, are responsible for complying with applicable import laws and may be responsible for customs duties, import taxes, brokerage fees, or other charges imposed by the destination country. Unless expressly stated otherwise, such charges are not included in the purchase price or shipping charge collected by us. Customs processing may also delay delivery.

PhoenixCare and Ancient Secrets of Wellness Inc. cannot guarantee that a product will be admitted by the customs or regulatory authorities of another jurisdiction.

12. Multiple Shipments

Orders containing multiple items may sometimes be shipped separately due to product availability, packaging requirements, warehouse location, or other operational reasons. You may therefore receive multiple packages or tracking numbers for a single order.

13. Local Pickup or Local Delivery

If local pickup or local delivery is offered for a particular order, the available options, location, timing, and applicable fees will be displayed at checkout or communicated separately. Please do not visit a PhoenixCare location to collect an online order unless you have received confirmation that the order is ready for pickup.

14. Delayed Orders

If your order has not arrived within the expected timeframe, please review your tracking information first. You may then contact us at mte@phoenixcarehealth.com. Please include your order number and relevant shipping details so that we can assist you.

15. Changes or Cancellation Before Shipment

If you wish to change or cancel an order, please contact us as soon as possible. We will make reasonable efforts to accommodate the request, but orders that have already been processed, packed, transferred to a carrier, or otherwise prepared for fulfillment may not be eligible for cancellation or modification. Any return or refund after shipment will be governed by our Return & Refund Policy.

16. Force Majeure and Events Beyond Our Control

We will not be responsible for shipping delays or inability to fulfill an order caused by circumstances beyond our reasonable control, including severe weather, natural disasters, epidemics, pandemics, war, terrorism, labor disputes, transportation interruptions, carrier disruptions, supply-chain interruptions, governmental actions, or failures of third-party service providers. This provision applies only to the extent permitted by applicable law.

17. Relationship to Other Policies

This Shipping Policy should be read together with our:

Terms of Service
Privacy Policy
Return & Refund Policy
Any product-specific terms disclosed on our website

If there is a conflict between this Shipping Policy and applicable law, applicable law will control.

18. Changes to This Shipping Policy

We may update this Shipping Policy periodically to reflect changes in our operations, shipping practices, carriers, legal requirements, or other business considerations. The updated version will be posted on our website with a revised “Last updated” date.