Shipping & Delivery Policy

AQNOVA MARKETPLACE

Global Legal Footer Framework

Comprehensive Compliance & Platform Governance Reference

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Global Shipping, Delivery & Logistics Framework for All AqNova Marketplace Transactions

Effective Date: April 7, 2026 | Version 1.0 | Arivon Holding Corporation

This Shipping & Delivery Policy ("Shipping Policy") sets out the complete framework governing all aspects of order fulfillment, shipment, delivery, and related logistics on the AqNova Marketplace. It applies to all Vendors, Buyers, and third-party logistics providers participating in AqNova Platform transactions.

This Policy operates as a supplemental document to Section 4.0 (Orders, Payments & Consumer Rights) and the Vendor Agreement (Section 2.2). Where this Shipping Policy conflicts with those documents on shipping-specific matters, this Policy governs. Where a Vendor's stated shipping policy is more favorable to the Buyer than this Policy's minimum standards, the Vendor's policy applies.

4.1.1 Shipping Models — Vendor-Fulfilled vs. Platform-Facilitated

AqNova operates two primary shipping models, and the applicable model affects how orders are dispatched, tracked, and supported through the Buyer Protection Program:

A. Fulfillment Center Integration (Future Feature)

AqNova may, in future product phases, offer third-party logistics (3PL) fulfillment center integration, enabling Vendors to pre-stock inventory at regional fulfillment centers for faster dispatch to local buyers. Where this feature is made available, a separate Fulfillment Center Agreement will govern the terms of use, inventory management, and associated fees. The present Shipping Policy governs all orders in the interim.

4.1.2 Dispatch Timelines — Standards by Vendor Category

"Dispatch" means the physical handover of the packaged goods to the carrier, with a valid tracking number generated and uploaded to the Platform. All dispatch timelines are measured in Business Days from the date of Order Confirmation (not from the date of payment initiation or checkout).

A. Standard Dispatch Windows by Category

B. FTC Compliance — 30-Day Rule & Delay Notification

Where a Vendor cannot dispatch within the period stated in the listing, or within 30 Business Days if no period is stated (US FTC Mail, Internet, or Telephone Order Merchandise Rule, 16 C.F.R. Part 435), the following process applies:

The Vendor must notify the Buyer via the Platform's messaging system and by email within 24 hours of identifying the delay.

The notification must state the new expected dispatch date and offer the Buyer the unconditional option to cancel the order for a full refund.

If the Buyer does not respond to the delay notification within 5 Business Days, this does not constitute consent to the extended timeline — the Vendor must proactively follow up.

If the Buyer elects to cancel, a full refund (including all shipping fees) will be issued within the timelines specified in Section 4.5.3 of Section 4.0.

Repeated dispatch failures by a Vendor — defined as a late dispatch rate exceeding 4% in any 30-day rolling period — trigger a performance review under the Vendor Agreement (Section 2.2.5.H).

C. Tracking Upload Requirement

All Vendors must upload a valid tracking number to the Platform within 24 hours of dispatch. Tracking information must include the carrier name and a tracking URL or code that enables the Buyer to independently verify the shipment status on the carrier's own tracking system. Where physical tracking is not available for a shipping method (e.g., standard postal service for low-value items in certain markets), the Vendor must upload the dispatch date and anticipated delivery window as a substitute.

4.1.3 Estimated International Delivery Windows — Regional Matrix

The following table provides estimated delivery windows from dispatch for orders shipped to principal AqNova delivery regions. These are estimates based on typical carrier transit times and do not account for customs clearance delays, peak season volumes, force majeure events, or other factors outside AqNova's and Vendors' control. All times are calendar days from dispatch unless otherwise noted.

A. Global Carrier Partner Network

AqNova Vendors access a broad network of carrier partners for domestic and international shipment. AqNova does not mandate a specific carrier (unless a Vendor has opted into AqNova's Platform-Facilitated Shipping program), but requires all carriers used to meet the following minimum standards:

Valid tracking capability: the carrier must provide a tracking number and online tracking portal accessible to the Buyer.

Proof of delivery (POD): the carrier must provide electronic proof of delivery (signature, photo, GPS coordinates, or scan event at delivery point) for orders above defined thresholds.

Insurance: standard carrier liability insurance for loss or damage during transit is required. Vendors shipping high-value items (above USD $250 or equivalent) are required to purchase additional declared-value shipping insurance.

Compliance: the carrier must comply with applicable dangerous goods, customs, and data protection regulations in all transit and destination countries.

B. Principal Carrier Partners — Reference List

C. Tracking Methodology

AqNova integrates with carrier tracking APIs to display real-time shipment status within the Platform's order tracking interface. Buyers can access tracking at any time through: My Orders > [Order Reference] > Track Shipment. The following tracking events are displayed where available from the carrier:

Order dispatched: goods handed to carrier; tracking number activated.

In transit: shipment moving through the carrier's network; intermediate scan events shown where carrier provides event-level tracking.

Customs clearance (international): shipment held at customs; expected clearance date (where provided by carrier).

Out for delivery: shipment with the local delivery driver on the day of delivery.

Delivered: delivery confirmed by carrier (electronic proof of delivery where available).

Delivery attempted / failed: delivery attempt was made; redelivery or collection point information displayed.

Where a carrier does not provide event-level tracking (e.g., standard postal services for low-value economy shipments), tracking displays the dispatch date, expected delivery window, and any carrier status updates available. In such cases, the lack of detailed tracking events does not indicate a problem with the shipment.

A. Shipping Rate Transparency

AqNova requires all Vendors to display their shipping rates clearly before checkout, consistent with applicable consumer protection law's prohibition on drip pricing. Shipping rates are calculated and displayed at the product listing level and are confirmed at checkout before the Buyer commits to the order. Buyers will never encounter a shipping fee at the payment confirmation step that was not disclosed at the product listing or checkout page.

Vendors may set shipping rates through one of the following methods:

Fixed-rate shipping: a flat shipping fee per order or per item, regardless of weight, dimensions, or destination zone. Displayed on the product listing.

Weight/dimension-based shipping: the shipping fee is calculated based on the product's actual or volumetric weight, the Buyer's delivery address, and the selected shipping method. Calculated and displayed at checkout.

Free shipping threshold: the Vendor may offer free shipping for orders above a defined value (e.g., "Free shipping on orders over $50"). The threshold must be displayed on the listing and the free shipping trigger confirmed at checkout.

Destination-zone pricing: shipping fees vary by the Buyer's country or region. Zone-based rates are displayed at checkout after the Buyer enters their delivery address.

B. Free Shipping — Platform Standards

Where a Vendor offers or advertises free shipping, the following standards apply:

"Free shipping" means no additional charge to the Buyer for the standard shipping method to the displayed destination. It does not include import duties, customs clearance fees, or taxes payable at destination.

Free shipping offers must be honored as advertised. Vendors may not remove or add conditions to a free shipping offer after the Buyer's order is placed.

Minimum order thresholds for free shipping must be clearly displayed on the listing and calculated based on the total pre-tax product price (shipping and taxes not included in the threshold calculation unless the Vendor explicitly states otherwise).

For international orders: where free shipping is offered, the Vendor must specify in the listing which countries are included. Free shipping does not automatically include all global destinations.

C. Express / Priority Shipping

Vendors may offer expedited or priority shipping options at checkout. These options are displayed at checkout alongside the standard shipping option, with transparent pricing for each. The estimated delivery windows for express shipping are disclosed at checkout. AqNova's Buyer Protection claim windows are calculated from the latest estimated delivery date of the selected shipping method — a Buyer who selects standard shipping cannot base an INR claim on the express delivery window timeline.

4.1.6 Risk of Loss & Title Transfer

The question of when risk of loss passes from Vendor to Buyer is legally significant: it determines who bears the cost if goods are lost or damaged in transit. The answer depends on the applicable law in the Buyer's jurisdiction and the shipping terms of the transaction.

A. Consumer Transactions — Mandatory Legal Rules

B. Title Transfer

Unless a specific financing arrangement (e.g., Hire Purchase, Conditional Sale) applies, legal title to goods sold on the Platform passes to the Buyer at the same time as the risk of loss, or upon full payment — whichever is later. For standard Platform transactions where payment is captured at Order Confirmation, title passes to the Buyer upon physical delivery to the Buyer at the delivery address.

4.1.7 Customs, Duties & Import Tax — Buyer Responsibility

For cross-border orders, import duties, customs clearance fees, and destination-country taxes (VAT/GST at import) may be payable upon the goods' arrival in the Buyer's country. These charges are separate from the purchase price and shipping fee paid at checkout and are not collected or remitted by AqNova, except where AqNova acts as a marketplace facilitator for VAT/GST under applicable law (see Section 4.3.2 of Section 4.0).

A. De Minimis Thresholds — Import Duty Exemptions

Many countries apply a de minimis threshold below which imported goods are exempt from customs duties and/or import VAT. The following table provides reference de minimis thresholds for key AqNova markets (subject to change by government action — buyers should verify current thresholds):

B. Customs Documentation Requirements

Vendors are responsible for providing accurate and complete customs documentation for all cross-border shipments, including:

Commercial invoice: clearly stating the product description, HS tariff code, declared value (commercial invoice value), seller and buyer details, country of origin, and quantity.

HS code accuracy: Vendors must use the correct 6-digit (minimum) Harmonized System (HS) tariff code for each product. Misclassification of goods is a customs violation and can result in goods being seized, assessed at the highest possible duty rate, or destroyed.

True value declaration: deliberately understating the declared value of goods for customs purposes ("undervaluation") is illegal in all jurisdictions and constitutes customs fraud. AqNova prohibits this practice and any Vendor found to be undervaluing goods will have their account immediately suspended and will be reported to the applicable customs authority.

Certificate of origin: where required by the destination country's customs authority, or to claim preferential tariff treatment under a Free Trade Agreement, Vendors must provide a certificate of origin.

Product-specific permits and certifications: Vendors must include all required product-specific import documents (NAFDAC approval for Nigeria; ANVISA registration for Brazil; FDA prior notice for US food imports; CE Declaration of Conformity for EU goods; etc.) with the shipment.

4.1.8 Restricted Shipping Destinations

AqNova applies shipping restrictions to certain destinations for the following reasons: applicable trade sanctions (OFAC, EU, UN, OFSI); carrier non-coverage; export control law prohibitions; political instability creating risk to goods and personnel; and regulatory compliance requirements in the destination territory. The current restricted destination list is maintained at [aqnova.co/shipping/restrictions] and is updated in real time when restrictions change.

A. Sanctions-Based Shipping Restrictions

AqNova does not permit shipments to destinations subject to comprehensive trade sanctions administered by:

US Treasury's Office of Foreign Assets Control (OFAC): comprehensive sanctions programs currently cover North Korea (DPRK), Iran, Syria, Cuba, and the Crimea/Donetsk/Luhansk regions of Ukraine (as applicable under current OFAC programs). Note: Sanctions programs change; AqNova's systems reference current OFAC SDN and comprehensive country program lists in real time.

EU Council: EU restrictive measures apply to various countries and entities. EU Vendors and buyers are subject to EU sanctions. AqNova's sanctions screening covers EU consolidated list.

UN Security Council: UN sanctions implemented in AqNova's screening.

UK OFSI: UK financial sanctions and trade restrictions.

Any order to a sanctions-restricted destination is automatically blocked at checkout. AqNova will refund the full purchase price if a payment is processed and then an order is subsequently identified as shipping to a restricted destination.

B. Carrier Non-Coverage Destinations

Certain very remote or island destinations may not be serviced by any carrier in AqNova's current logistics partner network. Where a Buyer enters a delivery address that is not serviced by available carriers, the Platform will display a message at checkout: "Shipping not currently available to this location. Please contact support@aqnova.co to explore options." AqNova continues to expand its delivery coverage in partnership with regional logistics providers.

C. High-Risk Destination Surcharges

For certain destinations designated as high-risk by carrier networks due to security, conflict, or regulatory conditions, carriers may apply additional handling surcharges. These surcharges, where applicable, are displayed transparently at checkout as part of the total shipping cost calculation. AqNova does not profit from carrier-imposed surcharges.

4.1.9 Export-Controlled Products & Prohibited Export Categories

Certain product categories are subject to export controls, meaning their shipment to specific destinations requires a government-issued export license or is prohibited entirely. Vendors listing products on AqNova that may be subject to export controls are responsible for: (a) identifying whether their products require an export license for any listed destination; (b) obtaining required licenses before enabling sales to restricted destinations; and (c) accurately classifying their products with applicable export control codes (ECCNs for US EAR; EU Export Control List numbers; UK strategic export control list).

A. Vendor Export Compliance Obligations

Each Vendor warrants, as a material term of the Vendor Agreement, that:

All products listed on the Platform are lawfully exportable from the Vendor's country of origin without a license, or that the required export license has been obtained and is current.

No listed product will be sold or shipped to end-users, end-uses, or destinations prohibited by applicable export control law without the required government authorization.

The Vendor will screen all orders against applicable denied party lists (including OFAC SDN, EU Consolidated List, BIS Entity List, Denied Persons List, and Unverified List) before shipping.

The Vendor will maintain export control compliance records for a minimum of 5 years from the date of each shipment, consistent with EAR, ITAR, and equivalent national record-keeping requirements.

A. Minimum Packaging Standards

All Vendors shipping goods through the Platform must comply with the following minimum packaging standards:

Adequate protection: packaging must adequately protect the product from damage during transit, including protection against impact, compression, moisture, and temperature variation appropriate to the product type.

Correct labeling: packaging must be clearly labeled with the delivery address, return address, and any required hazard or handling markings.

Weight and dimension accuracy: the declared weight and dimensions on the shipping label must accurately reflect the actual package, to prevent carrier surcharges that may be passed to AqNova or Buyers.

IATA/ICAO compliance for air shipments: packages containing lithium batteries, pressurized containers, magnetized materials, or any regulated article must be packaged and labeled in compliance with IATA Dangerous Goods Regulations (DGR) and/or IMDG Code for sea freight.

Country of origin marking: where required by destination country law (US CBP 19 C.F.R. § 134; EU origin labeling; applicable national requirements), the country of origin must be clearly and permanently marked on the product or its packaging.

B. AqNova Sustainability Packaging Initiative

Consistent with AqNova's identity as a sustainable marketplace, AqNova strongly encourages all Vendors to adopt sustainable packaging practices and aims to progressively implement minimum sustainability packaging requirements as the Platform scales. The following standards are recommended (and for Founding Vendor Program participants, may become mandatory as disclosed in FVP terms):

Eliminating single-use plastic packaging wherever practicable: replacing with recycled cardboard, paper-based materials, biodegradable fill materials, or reusable packaging.

Right-sizing packaging: using the smallest practical packaging size for the product to minimize material use and reduce dimensional weight shipping costs.

Certified sustainable packaging: preference for FSC-certified cardboard and paper packaging; preference for packaging materials that can be recycled in standard household recycling streams.

Climate-conscious shipping: where available and cost-comparable, preference for low-emissions carriers and routing options.

Packaging disclosures in listings: Vendors are encouraged to disclose their packaging practices ("Ships in recycled packaging," "Plastic-free packaging") as a positive differentiator, subject to the same substantiation requirements as any sustainability claim.

A. Lost in Transit — Definition & Threshold

A shipment is considered lost in transit where: (a) tracking has not updated for more than 10 consecutive calendar days; or (b) the shipment has not been delivered within 10 calendar days of the latest estimated delivery date; AND the tracking system does not show a delivery scan. AqNova's Buyer Protection INR (Item Not Received) claim process applies (see Buyer Terms & Protection Policy, Section 2.1.3.C, Scenario 1).

B. Damaged in Transit — Definition & Process

A shipment is considered damaged in transit where the Buyer receives goods that are physically damaged in a manner consistent with damage occurring during transport (e.g., crushed packaging, broken items consistent with impact damage, water damage from transit). The following process applies:

Immediate photo documentation: the Buyer must photograph the outer packaging (all sides, including any damage visible before opening), the inner packaging, and the damaged product immediately upon discovery. Do not discard the packaging — it is required for carrier damage claims.

Preserve the item: the damaged item and all original packaging must be retained by the Buyer pending AqNova's investigation. Premature disposal of packaging may void the damage claim.

File within 30 days of delivery: damage claims must be filed through the Buyer Protection process (My Orders > Open Dispute > Item Arrived Damaged) within 30 calendar days of the delivery date.

AqNova's investigation: AqNova reviews photographic evidence and determines whether damage is consistent with transit origin. Where transit damage is confirmed, the Buyer receives a full refund or replacement (at Buyer's choice).

Carrier liability: AqNova and/or the Vendor will pursue carrier liability for transit damage through the carrier's claims process. This process runs in parallel with the Buyer's refund and does not affect the Buyer's remedy.

C. Compensation Limits & Insurance

AqNova's Buyer Protection provides a remedy (full refund or replacement) for lost or damaged goods as described above, funded from Vendor payout reserves, regardless of carrier compensation limits. Buyers do not need to file claims directly with carriers. However, for high-value items (above USD $500 or equivalent), AqNova strongly recommends that Vendors declare the full value of shipments and purchase carrier declared-value shipping insurance. The Platform may require insurance for orders above defined thresholds in specific product categories.

4.1.12 Delivery Notifications & Tracking Access

AqNova provides the following delivery notification services to keep Buyers informed about their order's progress:

Order Confirmation: email notification immediately upon Order Confirmation, with estimated delivery window.

Dispatch Notification: email notification with tracking number and carrier information within 24 hours of the Vendor uploading tracking details.

In-Transit Updates: optional push notifications (for mobile app users) and email updates at key tracking milestones (in transit, customs clearance, out for delivery), where carrier event data is available.

Delivery Confirmation: email notification when delivery is confirmed by the carrier.

Failed Delivery Alert: immediate email notification and in-app alert when a delivery attempt fails, with instructions for arranging redelivery or collection.

Buyers may manage their notification preferences in Account > Notification Preferences. Transactional notifications (Order Confirmation, Dispatch Notification, Delivery Confirmation) cannot be disabled as they are necessary for service provision. Milestone tracking notifications can be enabled or disabled.

A. Hazardous Materials (Dangerous Goods)

The shipment of hazardous materials (dangerous goods as defined by IATA, IMDG, ADR, and applicable national transport regulations) is subject to strict regulatory requirements. AqNova permits the listing and sale of certain consumer goods that contain regulated materials (e.g., lithium battery-powered electronics, aerosol products, certain cleaning products, certain cosmetics), subject to the following requirements:

Proper classification: Vendors must correctly classify products containing regulated materials under applicable transport regulations (IATA DGR for air; IMDG for sea; ADR for European road transport; applicable national regulations).

Packaging compliance: dangerous goods must be packaged in UN-certified packaging appropriate for the specific regulated material and transport mode.

Labeling and marking: packages must bear all required hazard labels, handling markings, and emergency contact information as required by applicable transport regulations.

Carrier acceptance: Vendors must use carriers that are licensed and equipped to handle the specific dangerous goods category. Not all carriers accept all dangerous goods categories.

Quantity limits: consumer goods quantities above certain thresholds may be classified as "fully regulated" dangerous goods requiring full UN specification packaging, documentation, and carrier authorization. Vendors must not exceed applicable quantity limits for "limited quantity" or "excepted quantity" exemptions.

AqNova prohibits the shipment of fully regulated dangerous goods (Class 1 explosives, Class 6.2 infectious substances, Class 7 radioactive materials, and equivalent Category A infectious substances) through the Platform under any circumstances.

B. Fragile & High-Value Items

For fragile items (glassware, ceramics, art, instruments) and high-value items (above USD $250 or equivalent), Vendors are required to:

Use double-walled cardboard boxes or equivalent rigid outer packaging.

Provide internal cushioning (bubble wrap, foam, or equivalent) to prevent movement within the outer packaging.

Label the outer packaging with "FRAGILE — HANDLE WITH CARE" markings.

Declare the full commercial value of the goods to the carrier and purchase declared-value shipping insurance for items above USD $250.

Photograph the packaged item before dispatch as evidence for any subsequent damage claim.

C. Oversized & Heavy Items

For items that exceed standard parcel dimensions (typically: length + girth > 165cm for major carriers; weight > 30kg) or that require specialist freight handling (large furniture, industrial equipment, heavy machinery components), Vendors must:

Disclose the product's accurate weight and dimensions in the listing.

Offer appropriate shipping methods for the product's size and weight (freight, LTL, or specialist white-glove delivery as applicable).

Disclose any assembly requirements or delivery restrictions (e.g., "Delivery to ground floor only; Customer responsible for installation").

For items requiring white-glove delivery (furniture, appliances, large electronics): disclose the delivery service type, any access requirements, and applicable charges clearly in the listing.

4.1.14 Vendor Shipping Compliance Obligations

All Vendors on the AqNova Platform are bound by the following shipping compliance obligations as material terms of the Vendor Agreement (Section 2.2):

4.1.15 Contact Information — Shipping & Delivery

AqNova Marketplace | Global Legal Footer Framework | Section 4.1: Shipping & Delivery Policy

© 2026 Arivon Holding Corporation. All rights reserved. Effective April 7, 2026. Version 1.0.