Shipping Policy

Last updated: July 2026

This Shipping Policy explains how ATÉN processes, ships, and delivers customer orders.

By placing an order with ATÉN, you agree to the terms outlined below.

1. Order Processing Time

Orders are processed after payment has been successfully completed.

Most orders are processed within 1–3 business days, excluding weekends and holidays.

During product launches, sales, holidays, high-volume periods, or unexpected operational delays, processing times may be longer.

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

2. Shipping Destinations

ATÉN ships to select domestic and international locations.

Available shipping options and delivery estimates will be shown at checkout based on your shipping address.

If we are unable to ship to your location, we may contact you to cancel the order and issue a refund.

3. Estimated Delivery Times

Delivery times depend on the destination, shipping method, carrier, customs processing, and other factors outside our control.

Estimated delivery times may include:

• Canada: 3–10 business days

• United States: 3–10 business days

• United Kingdom: 5–12 business days

• European Union: 5–15 business days

• Other international destinations: 7–21 business days

These timeframes are estimates only and are not guaranteed.

4. Shipping Costs

Shipping costs are calculated and displayed at checkout before payment is completed.

Shipping fees may vary depending on destination, shipping method, order value, package weight, and carrier availability.

Any free shipping offers, if available, may be subject to minimum order values, location restrictions, product exclusions, or promotional terms.

5. Customs, Duties, Taxes, and Import Fees

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, clearance fees, or other charges required by the destination country.

Unless clearly stated at checkout, these fees are the responsibility of the customer.

ATÉN is not responsible for customs delays, unpaid import charges, or additional fees charged by customs authorities, carriers, brokers, or local governments.

Customers are responsible for making sure the products they order can be legally imported into their country.

6. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing accurate and complete shipping information at checkout.

ATÉN is not responsible for delays, failed deliveries, lost packages, or additional shipping costs caused by incorrect or incomplete shipping addresses.

If you notice an error in your shipping address, please contact us immediately at info@aten-studio.com.

We cannot guarantee that address changes can be made after an order has been processed, fulfilled, or shipped.

7. Tracking Information

Once your order ships, tracking information will be sent to the email address used at checkout when available.

Tracking updates may take 24–72 hours to appear after the carrier receives the package.

If tracking has not updated for several business days, please contact the shipping carrier first. You may also contact us at info@aten-studio.com for support.

8. Delayed Shipments

Shipping delays may occur due to carrier issues, customs processing, incorrect addresses, weather, holidays, high-volume periods, international shipping disruptions, or events outside our control.

ATÉN is not responsible for delays caused by shipping carriers, customs authorities, or circumstances beyond our control.

We will do our best to support customers with delayed shipments where possible.

9. Lost or Missing Packages

If your package appears to be lost, please contact us at info@aten-studio.com with your order number and tracking information.

We may ask you to confirm your shipping address and contact the carrier for additional information.

Lost package claims are reviewed case by case.

ATÉN is not responsible for packages marked as delivered by the carrier, but we will assist you in reviewing the issue where possible.

10. Packages Marked as Delivered

If tracking shows that your order was delivered but you have not received it, please check:

• Your mailbox or parcel locker

• Front desk, concierge, or reception area

• Nearby entrances or safe delivery locations

• Neighbors or household members

• The shipping carrier directly

If you still cannot locate the package, please contact us at info@aten-studio.com.

11. Refused or Unclaimed Packages

If a package is refused, unclaimed, returned to sender, or returned because of an incorrect address, unpaid customs fees, or failure to collect the package, the customer may be responsible for additional shipping costs.

Refunds for refused or unclaimed packages may be reduced by original shipping fees, return shipping fees, customs fees, and any applicable restocking fees according to our Return & Refund Policy, to the extent permitted by applicable law.

12. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery at info@aten-studio.com.

Please include:

• Your order number

• A description of the issue

• Clear photos of the product

• Clear photos of the packaging

Our team will review the issue and provide a solution if the claim is approved.

13. Pre-Orders and Backordered Items

If a product is listed as a pre-order or backordered item, the estimated shipping timeframe will be provided on the product page, at checkout, or by our support team.

Estimated pre-order and backorder dates may change due to production, quality control, customs, logistics, or carrier delays.

If your order contains both in-stock and pre-order items, your order may ship together once all items are available, unless otherwise stated.

14. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible at info@aten-studio.com.

We cannot guarantee changes or cancellations once an order has been processed, fulfilled, or shipped.

15. Shipping Restrictions

Some products may not be available for shipping to certain locations due to carrier restrictions, customs rules, import regulations, or operational limitations.

If an order cannot be shipped to your location, we may cancel the order and issue a refund to the original payment method.

16. Returns

Shipping for returns is governed by our Return & Refund Policy.

Customers must contact info@aten-studio.com within the eligible return window before sending any return.

Returns sent without approval may be refused.

17. Contact Us

For any shipping questions, please contact our Customer Support team:

ATÉN
Email: info@aten-studio.com

Our team is available Monday through Friday and will respond as quickly as possible during business hours.