Shipping policy

Last Updated: June 16, 2026

This Shipping Policy applies to all orders placed with Complex SGV LLC ("Complex," "we," "us," or "our") through https://complexonline.net (the "Site"). By placing an order, you agree to the terms of this policy, which is incorporated into and forms part of our Terms and Conditions.

Because we sell alcohol, tobacco and cigar products, and specialty foods, shipping is subject to age-verification requirements and to federal, state, and local laws governing regulated products.

1. Where We Ship

We ship within the United States only. We do not ship internationally.

The sale and shipment of alcohol and tobacco are restricted or prohibited in certain U.S. states, counties, and localities. We sell and ship regulated products only where it is lawful to do so. If you place an order to a destination we cannot lawfully ship to, we will cancel the affected items and refund you for them in accordance with our Return & Refund Policy.

2. Age Verification at Delivery

All shipments containing alcohol or tobacco require an adult signature (age 21+) at the time of delivery. The carrier will request valid, government-issued photo identification confirming the recipient is at least 21 years of age.

Please note:

  • Packages cannot be left unattended at the door for alcohol or tobacco shipments.
  • We recommend shipping to an address where an adult (21+) will be available to sign during normal delivery hours.
  • We cannot ship to P.O. boxes for orders containing alcohol or tobacco.
  • If no eligible adult is available, the carrier may make additional delivery attempts or hold the package for pickup. If the package is ultimately undeliverable, it may be returned to us (see Section 7).

3. Order Processing

Orders are typically processed within [X business days] after payment is received and age/identity verification is complete. Orders are processed Monday through Friday, excluding holidays. Orders placed on weekends or holidays will begin processing on the next business day.

We may require additional time to process orders that require manual age or identity verification, or during periods of high order volume. You will receive an email confirmation when your order has shipped.

4. Shipping Methods, Times, and Costs

We offer the following shipping options at checkout:

  • [Standard Shipping] — [estimated transit time] — [cost / free over $X]
  • [Expedited Shipping] — [estimated transit time] — [cost]

Estimated delivery times are estimates only and begin once the order has shipped, not when the order is placed. Delivery dates are not guaranteed. Shipping costs are calculated at checkout based on the destination, weight, and selected shipping method, and are shown before you complete your purchase.

5. Tracking

Once your order ships, we will email you a tracking number so you can follow your package's progress. Please allow time for the tracking information to update after the package is picked up by the carrier.

6. Weather and Perishable Items

Wine and certain specialty foods are sensitive to temperature. During periods of extreme heat or cold, we may hold your order and ship it when conditions are safer to help protect product quality, or we may recommend an expedited shipping method. We are not responsible for changes in quality resulting from delivery delays, refused deliveries, or packages left exposed to weather after a delivery attempt.

If you have concerns about temperature-sensitive shipping, please contact us before placing your order.

7. Undeliverable, Refused, or Returned Packages

A package may be returned to us if:

  • No eligible adult (21+) is available to sign after the carrier's delivery attempts;
  • A valid government-issued photo ID is not provided at delivery;
  • The shipping address provided is incorrect or incomplete; or
  • The recipient refuses delivery.

For packages returned to us for any of these reasons, you may be responsible for return shipping costs and any applicable deductions, and refunds (if any) will be issued in accordance with our Return & Refund Policy. Perishable and consumable items that are returned undeliverable may not be eligible for a refund.

8. Address Accuracy

You are responsible for providing a complete and accurate shipping address. We are not responsible for orders shipped to an incorrect or incomplete address provided by you. If you notice an error in your shipping address, please contact us immediately — we will do our best to correct it, but we cannot guarantee changes once an order has shipped.

9. Lost or Damaged Shipments

Title and risk of loss pass in accordance with our Terms and Conditions. If your shipment arrives damaged, or you believe it was lost in transit, please contact us promptly (within 48 hours of the expected or actual delivery date for damaged items) with your order number and, where applicable, photos of the damage. We will work with you and the carrier to resolve the issue, which may include a replacement, store credit, or refund as described in our Return & Refund Policy.

10. Contact Us

If you have any questions about this Shipping Policy or your order, please contact us:

Complex SGV LLC 704 W Las Tunas Dr, Unit #6 San Gabriel, CA 91776 Website: https://complexonline.net Email: complexsgv@gmail.com Customer Support: (626) 545-2472