Delivery, receipt & inspection policy

1. Scope

This policy applies to all provinces and cities nationwide.

2. Delivery & receipt time

• Once an order has been received and processed, it will be delivered within 24 hours, or according to the schedule agreed with the customer.
• For customers in distant provinces, the estimated delivery time is 3–5 days after the order is received. However, the delivery date may change depending on stock availability, weather conditions, etc.
• Delivery time is counted from when the order is finalised with our sales consultant until the customer receives the goods.
• If delivery is delayed or the product is not delivered within 10 days, the customer may cancel the order without incurring any cost.

3. Delivery method

• For customers in distant provinces: delivery via a shipping service provider.
• For inner-city / suburban customers: delivery via a shipping service provider.

Allocation of responsibility for providing shipping documents during delivery:

• The shipping provider is responsible for providing the goods' documents during delivery.
• Adler Nutrition JSC is responsible for providing full and accurate documents relating to the goods to the logistics provider and to the recipient.
• All orders are packed and ready before shipping, and are sealed by Adler Nutrition JSC.
• The shipping provider is only responsible for transporting the goods on a “sealed package, intact parcel” basis, and for providing the delivery note, which includes: recipient name, phone number, delivery address, and product name.
• The shipping provider has the right and responsibility to provide documents to state authorities upon request. The packaging of every order shows the recipient's name, phone number and delivery address.
• To keep the goods safe, Adler Nutrition JSC will include a valid sales slip for the product in the parcel (where applicable). After the customer confirms, Adler Nutrition JSC will issue an electronic invoice (on request) and send it to the email address the customer provides.
• A financial invoice or sales slip serves as supporting evidence when handling complaints — for example, determining the market value of the goods, ensuring the goods are in lawful circulation, etc.

4. Inspection policy

• On delivery, you have the right to ask the delivery staff to open the parcel for inspection before accepting the goods.
• If the seller delivers the wrong type of product from what was ordered, you have the right to return the goods and not pay.
• If you have already paid in advance but the order is incorrect, you have the right to request a refund or a re-delivery of the correct order as placed.
• For refund or exchange requests, please contact us using the details below. We are committed to resolving every request.