Shipping policy

This Shipping Policy applies to products purchased through Ascenzo, a store operated by FiveStar Business.

1. Shipping Destinations

Ascenzo serves customers in multiple countries and regions.

Shipping availability depends on:

  • The product selected;
  • The delivery destination;
  • Carrier availability;
  • Customs and import restrictions;
  • Package dimensions and weight;
  • Local legal and logistical requirements.

Certain products may not be available for delivery to every country or territory. Available shipping options will be shown during checkout whenever possible.

2. Order Processing

Unless a different estimate is displayed on the product page or during checkout, orders are typically processed within 1 to 5 business days after payment has been successfully authorized.

Processing includes:

  • Payment verification;
  • Fraud screening;
  • Inventory confirmation;
  • Product preparation;
  • Packaging;
  • Transfer to the shipping carrier.

Processing time is separate from transit time.

Orders placed during periods of unusually high demand, promotional events, holidays, inventory transfers, or security reviews may require additional processing time.

3. Estimated Delivery Time

Unless a different estimate is displayed at checkout, international orders are generally expected to arrive within 7 to 25 business days after dispatch.

Delivery time varies according to:

  • Destination country and region;
  • Shipping method;
  • Product availability;
  • Carrier route;
  • Customs processing;
  • Local postal service;
  • Weather or transportation disruptions;
  • Remote or restricted delivery areas.

Delivery estimates are provided in good faith but are not guaranteed unless expressly stated otherwise.

4. Shipping Charges

Shipping charges, when applicable, are calculated or displayed before the customer completes the order.

Shipping costs may depend on:

  • Destination;
  • Product quantity;
  • Package weight and dimensions;
  • Shipping method;
  • Promotional eligibility;
  • Carrier rates.

Free shipping offers may be limited to specific products, countries, order values, or delivery methods.

5. Customs, Duties, and Import Taxes

International shipments may be subject to customs duties, import taxes, value-added taxes, brokerage charges, handling fees, or other charges imposed by authorities in the destination country.

Unless checkout expressly states that duties and taxes are included, these charges are not included in the product or shipping price and must be paid by the customer.

FiveStar Business does not determine or control charges imposed by customs authorities, carriers, postal operators, or local governments.

Customs authorities may require the customer to provide identification, a tax number, proof of payment, or other documentation before releasing the shipment.

Failure to pay required customs charges may result in delay, refusal, abandonment, destruction, or return of the package.

6. Shipping Address

Customers are responsible for providing a complete and accurate shipping address.

Before completing an order, customers should verify:

  • Recipient name;
  • Street and building number;
  • Apartment, unit, suite, or floor;
  • City;
  • State, province, or region;
  • Postal or ZIP code;
  • Country;
  • Telephone number when required by the carrier.

FiveStar Business is not responsible for delays or non-delivery caused by incomplete, inaccurate, inaccessible, or outdated address information supplied by the customer, except where otherwise required by law.

7. Address Changes

Customers should request an address change as soon as possible through the official support channel displayed on the website.

An address change is not guaranteed after the order has entered fulfillment or been transferred to the carrier.

Once an order has been dispatched, the carrier may refuse to redirect it or may charge an additional fee.

8. Tracking Information

When tracking is available, the customer will receive a tracking number or tracking link after dispatch.

Tracking information may require additional time to appear after a shipping label has been created.

International shipments may be transferred between multiple carriers. Tracking updates may pause temporarily during international transit, customs inspection, or transfer to a local delivery provider.

A lack of immediate tracking updates does not necessarily mean that the package has stopped moving.

9. Multiple Packages

An order containing multiple products may be shipped in separate packages.

Separate shipments may:

  • Have different tracking numbers;
  • Be dispatched on different days;
  • Arrive at different times;
  • Be fulfilled from different warehouses or distribution partners.

The customer will not be charged additional shipping fees solely because Ascenzo divided the order into multiple shipments, unless the customer requested a separate or expedited shipping arrangement.

10. Delivery Delays

Shipping delays may result from circumstances outside the reasonable control of FiveStar Business, including:

  • Customs inspections;
  • Carrier congestion;
  • Severe weather;
  • Transportation disruptions;
  • Public emergencies;
  • Security procedures;
  • Strikes or labor disputes;
  • Remote destinations;
  • Incorrect address information;
  • Import restrictions;
  • Local delivery limitations;
  • Unusually high order volume.

Ascenzo will provide reasonable assistance when an order experiences a significant delay but cannot guarantee carrier or customs processing times.

11. Lost Shipments

If tracking does not confirm delivery and the order has exceeded the applicable delivery estimate, the customer should contact Ascenzo through the official support channel.

FiveStar Business may open an investigation with the carrier, supplier, fulfillment center, or postal service.

Depending on the result, Ascenzo may provide:

  • A replacement shipment;
  • Store credit;
  • Partial refund;
  • Full refund;
  • Another reasonable remedy.

Carrier investigations may require additional information from the customer.

12. Packages Marked as Delivered

If tracking confirms delivery but the package cannot be located, the customer should:

  • Check the delivery address and surrounding area;
  • Ask household members, reception staff, building management, or neighbors;
  • Review any photograph or delivery notice;
  • Contact the carrier responsible for final delivery.

Ascenzo may assist with a delivery investigation.

When reliable tracking confirms delivery to the address supplied by the customer, a refund or replacement is not automatic. Each case will be assessed based on available evidence and applicable law.

13. Damaged Packages

Customers should inspect packages and products promptly after delivery.

Visible package damage should be documented with photographs before the package and packaging are discarded.

Claims should include:

  • Order number;
  • Photographs of the outer packaging;
  • Photographs or videos of the damaged product;
  • Photographs of the shipping label;
  • A description of the issue.

Approved claims will be handled according to the Ascenzo Return and Refund Policy.

14. Failed Delivery Attempts

Carriers may make one or more delivery attempts or hold a package at a local facility.

Customers are responsible for monitoring tracking information and completing any action reasonably required by the carrier.

Failure to collect a package or respond to carrier instructions may cause the order to be returned, abandoned, or destroyed.

15. Refused and Unclaimed Packages

If a customer refuses delivery, fails to collect the package, provides an incorrect address, or does not pay required import charges, the package may be returned to the sender.

After the returned product is received and inspected, Ascenzo may issue a refund subject to deductions permitted by law, including:

  • Original shipping charges;
  • Return shipping charges;
  • Customs charges;
  • Carrier handling fees;
  • Costs resulting from the failed delivery.

If the package cannot be recovered, a refund may not be available unless required by law.

16. Return-to-Sender Shipments

When a shipment is returned to the sender, Ascenzo will review the reason for return.

The customer may be offered:

  • Reshipment after confirming the correct address;
  • Refund after permitted deductions;
  • Store credit;
  • Another reasonable solution.

Additional shipping charges may apply when the return resulted from incorrect customer information, refusal, non-collection, or unpaid import charges.

17. Shipping Restrictions

Ascenzo may decline or cancel delivery when:

  • The destination is subject to legal, carrier, sanctions, or import restrictions;
  • The product cannot legally or safely be transported;
  • The address is outside the carrier’s service area;
  • Required customer information cannot be verified;
  • Fulfillment is not reasonably possible.

If a paid order is cancelled for these reasons before dispatch, the applicable amount will be refunded.

18. Responsibility for Delivery

FiveStar Business remains responsible for fulfilling orders in accordance with applicable law and the policies displayed on the website.

Nothing in this Shipping Policy excludes or limits any mandatory right the customer may have regarding non-delivery, delayed delivery, damaged products, or fulfillment errors.

19. Shipping Support

Questions concerning shipment status, tracking, delivery, or address corrections may be submitted through the official support channel displayed on the Ascenzo website.