At JELVAXO, we aim to provide a clear and reliable shipping experience from the moment your order is placed until it arrives at your door.

Our collections bring together Abstract Sculptures, Travertine Decor, and Raw Stone Objects, with a focus on distinctive forms, material character, and sculptural details. Where appropriate, products are carefully packaged with protective materials to help reduce the risk of damage during transportation, taking into consideration the individual item's dimensions, weight, surface finish, and structural characteristics.

Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully confirmed.

Business days are Monday through Friday, excluding public holidays.

Order processing time is separate from carrier transit time. During peak sales periods, public holidays, unusually high order volumes, inventory verification, or other exceptional circumstances, processing may take slightly longer.

Certain decorative objects with delicate structures, irregular sculptural forms, natural stone materials, or special packaging requirements may require additional preparation before dispatch.

Once your order has been shipped, you will receive a shipping confirmation email with tracking information when available.

Estimated Delivery Time

The estimated delivery time is generally:

7–20 business days after shipment

This estimated delivery period does not include the 1–3 business days required for order processing.

Delivery times may vary depending on your shipping destination, carrier availability, customs inspections or clearance procedures, public holidays, weather conditions, peak shipping periods, remote delivery locations, local delivery restrictions, and other circumstances outside our reasonable control.

All delivery timeframes are estimates and do not constitute guaranteed delivery dates.

Shipping Methods and Costs

Available shipping methods and applicable shipping charges are displayed during checkout based on your destination, product type, package dimensions, weight, and the items included in your order.

Where promotional or free shipping options are available, eligibility will be displayed before payment is completed.

Some larger sculptures, heavier stone objects, delicate decorative pieces, or specially packaged products may require different shipping arrangements depending on the destination, handling requirements, and transportation conditions.

Packaging of Delicate Products

Certain JELVAXO products may feature sculptural forms, natural stone surfaces, travertine finishes, irregular contours, textured details, or other components that require careful handling during transportation.

Where appropriate, products are packaged using protective materials designed to help reduce movement, surface abrasion, and impact during transit. Packaging methods may vary according to the item's size, weight, shape, material, and individual protection requirements.

Please handle your package carefully upon delivery and inspect your product as soon as reasonably possible after opening.

We recommend keeping the original packaging until you have confirmed that your order has arrived in satisfactory condition. Original packaging may also be useful if the item requires return transportation or further inspection.

Tracking Your Order

When tracking information becomes available, a shipping confirmation email containing your tracking number or tracking link will be sent to the email address provided during checkout.

Please allow some time for tracking information to become active after the shipping label has been created.

Depending on the carrier and destination, tracking information may update only when the package reaches specific transit or delivery checkpoints. Temporary gaps between tracking updates do not necessarily mean that your package has stopped moving.

Delivery Delays

Although we work to facilitate reliable delivery through available logistics providers, occasional delays may occur due to circumstances outside our reasonable control.

These circumstances may include carrier disruptions, customs inspections or clearance procedures, severe weather, transportation interruptions, public holidays, peak shipping periods, remote delivery locations, local delivery restrictions, and unexpected logistics delays.

If your order has not arrived within the estimated delivery period, please contact our customer support team. We will review the available tracking and shipping information and advise you on the appropriate next steps.

Shipping Address Accuracy

Customers are responsible for providing a complete, accurate, and deliverable shipping address during checkout.

Please carefully review the recipient name, street address, apartment or unit number, city, state or province, postal or ZIP code, country, and any other information required for successful delivery.

If you notice an error after placing your order, please contact us as soon as possible.

We will make reasonable efforts to update the shipping information before fulfillment begins, but we cannot guarantee that changes can be made once an order has entered processing or has already shipped.

If an order is returned, delayed, or requires reshipment because of incomplete or incorrect delivery information provided by the customer, additional shipping charges may apply where permitted by applicable law.

International Orders

JELVAXO ships to selected international destinations where delivery services are available.

International shipments may be subject to customs inspections, import duties, taxes, brokerage fees, clearance charges, or other charges imposed by local authorities or carriers.

Unless otherwise stated during checkout, such charges are generally the responsibility of the recipient.

JELVAXO does not control customs processing times or charges imposed by local governments, customs authorities, or delivery providers. Customers are encouraged to familiarize themselves with applicable import requirements before placing an international order.

Damaged Products During Shipping

Because some JELVAXO products feature sculptural structures, stone materials, textured surfaces, delicate contours, or distinctive decorative finishes, we recommend inspecting your order promptly after delivery.

If your product arrives damaged, broken, chipped, scratched, defective, or otherwise affected during transportation, please contact us as soon as reasonably possible.

To help us review your request, please provide your order number, clear photographs of the affected product, photographs of the inner packaging and outer shipping box, and a photograph of the shipping label where available. A short video may also be helpful when it provides a clearer view of the damage or product condition.

Please do not discard the damaged product or its packaging until our customer support team has reviewed the issue and advised you on the appropriate next steps.

Depending on the circumstances and applicable policies, we may provide an appropriate resolution, such as a replacement, refund, or another available remedy.

Lost or Delayed Packages

If tracking information shows an unusual delay or your package cannot be located, please contact us so that we can review the available carrier information.

Where appropriate, we may assist with carrier inquiries or other available resolution procedures.

Investigations and resolutions may depend on the individual carrier's policies, the available tracking records, and the specific circumstances of the shipment.

Packages Marked as Delivered

If tracking shows that your package has been delivered but you cannot locate it, we recommend checking your mailbox or usual delivery area, front or side entrances, building reception or mailroom, and other designated delivery locations.

You may also wish to check with household members, neighbors, or the local delivery carrier to determine whether the package was received or placed in an alternative location.

If you are still unable to locate your package, please contact us. We will review the available delivery information with you and advise you on the appropriate next steps.

Split Shipments

In some cases, products from the same order may be shipped separately due to inventory location, product dimensions, packaging requirements, warehouse availability, or fulfillment arrangements.

For example, multiple decorative objects in one order may be dispatched in separate packages when their sizes, weights, materials, or protection requirements make separate packaging more appropriate.

If your order is divided into multiple shipments, each package may have a separate tracking number and may arrive at a different time.

You will not be charged additional shipping fees solely because JELVAXO chooses to split an order into multiple shipments.

Receiving Your Order

When receiving JELVAXO decorative objects, we recommend opening the package carefully and avoiding sharp tools near the product. Remove protective packaging gradually, taking particular care around sculptural contours, corners, textured surfaces, and other delicate areas.

Inspect the item before disposing of the packaging, and place it on a clean, stable, and appropriately sized surface suitable for its dimensions and weight.

For heavier stone objects or larger sculptures, we recommend lifting and positioning the item carefully and avoiding unnecessary dragging, dropping, or impact against hard surfaces.

If your product includes assembly instructions, display recommendations, or specific material-care guidance, please review the applicable product information before handling or arranging the piece.

Contact Us

If you have questions regarding shipping, tracking, delivery, or a damaged shipment, please contact our customer support team through the official channel below.

Brand: JELVAXO

Official Website: jelvaxo.com

Legal Entity: Xi'an Qinshuo Technology Co., Ltd.

Registered Address: Room 104, Building 9, West Section, Beiguan Yangguang Village Residential Complex, Lianhu District, Xi'an City, Shaanxi Province, China.

Unified Social Credit Code: 91610104MAEF0YQX4T

Customer Support Email: service@jelvaxo.com

The website jelvaxo.com is owned and operated by Xi'an Qinshuo Technology Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, and related ecommerce activities.

When contacting us about an existing order, please include your order number and the email address used during checkout so that we can assist you more efficiently.

For damaged or product-related inquiries, photographs of the item and its packaging will help our team review the situation more accurately.

At JELVAXO, we believe that the experience of acquiring a decorative object extends beyond its design. From careful preparation to delivery and after-sales assistance, we aim to make each step of your purchase clear, considered, and reliable.

JELVAXO — Sculptural Forms. Natural Textures. Distinctive Spaces.