Delivery & Tracking Policy
Delivery & Tracking Policy
Effective Date: June 4, 2026
We believe transparency is the foundation of trust. This policy explains exactly how your Eternal Rest order moves from our fulfillment center to your door — and what every tracking status means for you.
1. How Tracking Works
Your shipment follows a clear three-stage logistics chain:
| Stage | Handler | What Happens |
|---|---|---|
| Stage 1 | Eternal Rest + CJ Dropshipping | Order verified, packed, quality-checked. CJ issues package scan & carrier assignment. |
| Stage 2 | International Carrier (DHL, UPS, USPS, etc.) | Package enters international transit. Tracking updates at each scan point. |
| Stage 3 | Local Postal Service / Last-Mile Carrier | Package enters your country's domestic network for final delivery. |
Your tracking number is activated within 24 hours of CJ handoff. You will receive it via email and it will appear in your account dashboard. Allow up to 48 hours for the first tracking scan to appear on the carrier's system.
2. What "Delivered" Means
When your tracking status reads "Delivered", it means the carrier has recorded one or more of the following: a GPS location scan at your address, a delivery photo confirmation, or a recipient signature or acknowledgment.
This delivered status — combined with the carrier's timestamp — constitutes our legal proof of fulfillment. Disputes filed after a confirmed delivered status, without evidence of carrier error, will be declined and contested with full tracking documentation.
3. Tracking Stalled — What to Do
If your tracking has not updated for more than 7 consecutive business days, please follow these steps:
- Email us at support@eternalrest.store with your order number and a screenshot of your tracking page.
- Our team will initiate a formal carrier investigation within 24 hours.
- Carrier investigations typically resolve within 5-10 business days.
- If the carrier confirms loss or non-delivery, we will dispatch a free replacement within 48 hours of their written confirmation.
Important: We do not process "item not received" refunds or replacements without the completion of a formal carrier investigation. This protects all parties and ensures fraudulent claims do not compromise our guarantee program.
4. Lost or Damaged Shipments
If your order arrives damaged, please photograph the damage within 48 hours of delivery and email the photos to support@eternalrest.store with your order number. We will dispatch a free replacement within 48 hours of confirming the damage.
For packages confirmed lost by the carrier, replacement dispatch occurs within 48 hours of the carrier's official loss confirmation. Refunds are not issued for lost packages — we replace directly, no questions asked.
5. PO Boxes & APO/FPO Addresses
We currently support delivery to PO Boxes and APO/FPO addresses for eligible regions. Please ensure your full address is entered correctly at checkout. Extended delivery windows apply — up to 45 business days — for military and remote postal addresses.
6. Delivery Acceptance & Dispute Baseline
By receiving your package without immediately reporting damage to the carrier, you acknowledge successful delivery. Signed delivery confirmation, carrier GPS scan data, and delivery photos serve as the baseline for any future dispute resolution. Disputes filed without evidence of carrier error after confirmed delivery will be automatically declined.
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© 2026 Eternal Rest. All rights reserved. All policies effective as of publication date.