1. Order Processing

In-stock orders are generally processed for shipment within 1 to 2 business days after payment authorization and order acceptance.

Processing times are estimates, not guarantees.

Processing may take longer because of:

• large order quantities;
• inventory availability;
• multiple warehouse locations;
• special-order products;
• custom-printed or personalized products;
• payment or credit verification;
• holidays;
• unusually high order volume;
• supplier lead times; or
• circumstances outside our reasonable control.

Business days generally exclude Saturdays, Sundays, and recognized holidays.

2. Order Confirmation

After an order is submitted, customers may receive an automated confirmation.

An automated confirmation acknowledges receipt of the order but does not guarantee inventory availability or final acceptance.

Tracking information will generally be provided when available after shipment.

For freight orders, tracking may instead consist of a PRO number, bill of lading number, carrier information, or delivery appointment communication.

3. Shipping Methods

Depending on product type, quantity, warehouse location, and destination, orders may ship through:

• UPS, FedEx, USPS, or another parcel carrier;
• less-than-truckload freight, commonly referred to as LTL;
• full truckload;
• local or regional carriers;
• manufacturer or supplier delivery; or
• another transportation provider selected by The Lotus Group.

The shipping method displayed at checkout may be changed when reasonably necessary to fulfill the order, provided the substitute method is reasonably comparable.

4. Delivery Estimates

Any processing, transit, shipment, or delivery date provided by The Lotus Group or displayed on the Site is an estimate unless we expressly confirm a guaranteed delivery commitment in writing.

Estimated transit time begins when the shipment is tendered to the carrier, not when the order is placed.

Delivery times may be affected by carrier capacity, weather, holidays, inaccurate addresses, access restrictions, freight appointments, customs procedures, port congestion, labor disruptions, supplier delays, or other circumstances.

Customers with a deadline-critical order should contact us before ordering to discuss available expedited or guaranteed services.

Payment for expedited transportation does not shorten manufacturer or warehouse processing time unless expressly confirmed.

5. Free Shipping Offers

Where the Site offers free standard shipping based on an order threshold, the offer applies only to qualifying products, destinations, and standard shipping methods identified by The Lotus Group.

Freight, palletized products, oversized products, remote locations, Alaska, Hawaii, territories, international destinations, custom products, special orders, limited-access locations, and certain manufacturer-direct products may be excluded.

Applicable exclusions or additional charges will be communicated at checkout, by quotation, or before fulfillment where reasonably practicable.

The Lotus Group may modify promotional shipping programs prospectively.

6. Multiple Warehouses and Split Shipments

Products may be stocked at different warehouses or fulfilled directly by different manufacturers or suppliers.

A single order may therefore arrive in two or more shipments and on different dates.

Customers may receive multiple tracking numbers, bills of lading, carrier notifications, or delivery appointments for the same order.

A partial delivery does not necessarily indicate that merchandise is missing.

7. Product Availability and Backorders

Inventory availability may change after an order is submitted.

If an item becomes unavailable, we may contact the customer regarding a backorder, substitute, partial shipment, or cancellation and refund of the unavailable item.

We will not knowingly substitute a materially different product without authorization when authorization is reasonably practicable.

8. Shipping Addresses

Customers are responsible for providing complete and accurate delivery information, including:

• recipient or company name;
• street address;
• suite, unit, building, or dock number;
• city, state, and ZIP code;
• telephone number;
• appropriate receiving contact; and
• relevant delivery restrictions.

Please review shipping information carefully before submitting an order.

Once a shipment has been tendered to a carrier, we may be unable to change the delivery address.

9. Address Corrections, Reconsignment and Redelivery

To the maximum extent permitted by applicable law, additional carrier or warehouse charges resulting from customer-supplied address errors or delivery conditions may be charged to the customer.

Examples include:

• address correction;
• reconsignment;
• redelivery;
• storage;
• residential delivery;
• liftgate service;
• inside delivery;
• limited-access delivery;
• detention;
• appointment changes;
• remote-area charges; or
• refused shipments.

We will make reasonable efforts to identify such requirements before shipment when information is available.

10. Parcel Deliveries

Customers should inspect parcel shipments promptly after delivery.

If the exterior carton appears materially damaged, photograph the carton before opening it whenever practicable.

If merchandise is damaged, incorrect, or missing, retain the product, exterior carton, inner packaging, shipping label, and other relevant materials while the claim is being reviewed.

Claims should be submitted according to our Return, Exchange & Claims Policy.

11. Freight, Pallet and LTL Deliveries

Freight deliveries require additional inspection.

The consignee or receiving representative should inspect the shipment before signing the carrier's delivery receipt.

Inspect, where reasonably possible:

• pallet count;
• carton count;
• stretch wrap;
• crushed or torn cartons;
• punctures;
• water exposure;
• broken pallets;
• leaning or shifted loads; and
• other visible evidence of damage or shortage.

If visible damage or shortage exists, describe it specifically on the carrier's delivery receipt before signing.

Examples include:

"2 cartons crushed"

"1 carton missing"

"pallet wrap torn and cartons exposed"

"bottom cartons wet"

A notation such as "subject to inspection" may not adequately document visible damage.

Take photographs whenever practicable.

If a shipment is severely damaged, contact The Lotus Group promptly for guidance. Depending on the circumstances, it may be appropriate to refuse the visibly damaged portion or shipment.

12. Concealed Freight Damage

Damage that could not reasonably be seen at delivery should be reported promptly after discovery.

For efficient claims handling, we request notification within 5 business days after delivery.

Please retain the product, cartons, pallet materials, packaging, labels, and other evidence until instructed otherwise.

Carrier claim requirements can vary, and prompt reporting improves our ability to investigate and pursue available remedies.

13. Freight Delivery Requirements

Commercial freight deliveries are generally made to an accessible receiving area.

Unless specifically included in the shipping quote, freight charges may not include:

• liftgate service;
• residential delivery;
• limited-access service;
• inside delivery;
• delivery to upper floors;
• unpacking;
• debris removal;
• storage;
• detention; or
• multiple delivery attempts.

Customers should inform us before shipment if any special delivery service is required.

14. Delivery Appointments

Certain freight carriers may contact the customer to arrange delivery.

Customers are responsible for providing a reachable telephone number and being available during the scheduled delivery window.

Carrier charges resulting from missed appointments, redelivery, or storage caused by customer unavailability may be passed through to the customer where permitted.

15. Lost or Missing Parcel Shipments

If tracking indicates that a package has not been delivered within a reasonable period after the expected delivery date, contact us promptly at support@thelotusgroup.us.

We may open an investigation with the carrier.

Carrier investigations can require documentation and processing time.

If a carrier confirms that a shipment is lost, we will determine the appropriate replacement, credit, or refund based on the circumstances and applicable law.

16. Tracking Shows Delivered but Package Is Missing

If tracking shows a shipment as delivered but you cannot locate it:

1. check the delivery location, mailroom, receiving dock, front desk, household members, employees, neighbors, or other persons who may have accepted the shipment;
2. review available carrier delivery photographs or proof of delivery; and
3. contact us promptly if the shipment remains missing.

We may request that the carrier conduct a delivery investigation before issuing a replacement or credit.

17. Refused Shipments

Customers should not refuse an undamaged shipment merely because they changed their mind or ordered the wrong product.

Unauthorized refusal may result in return freight, storage, redelivery, supplier, and restocking charges.

If a shipment is visibly and materially damaged, document the damage and contact us for assistance.

18. Incorrect, Damaged or Short Shipments

If The Lotus Group ships the wrong item, the product arrives damaged, or a verified shortage occurs, please follow the claim procedures in our Return, Exchange & Claims Policy.

We may request:

• order number;
• SKU;
• quantity affected;
• photographs;
• shipping label;
• packaging photographs;
• delivery receipt or bill of lading; and
• lot information, where available.

19. Custom and Special Orders

Custom-printed, made-to-order, personalized, and special-order products may have production lead times separate from transportation transit times.

Quoted lead times are estimates unless expressly guaranteed in writing.

Production delays caused by artwork approval, customer revisions, manufacturing conditions, raw-material availability, transportation, or other circumstances may affect the expected ship date.

20. International Shipments

Where international shipping is offered, customers may be responsible for duties, taxes, brokerage charges, customs fees, import requirements, and other destination-country charges unless expressly stated otherwise.

International delivery estimates may be affected by customs processing and regulatory requirements.

21. Events Beyond Our Control

The Lotus Group is not responsible for delays caused by circumstances beyond our reasonable control, including severe weather, natural disasters, labor disruptions, transportation interruptions, port congestion, government actions, trade restrictions, raw-material shortages, manufacturing interruptions, carrier delays, or similar events.

22. Contact Us

For shipping questions or claims, contact:

The Lotus Group

Email: support@thelotusgroup.us

Phone: 205-861-0240

Please include your order number whenever possible.