Shipping policy

We dedicated to preparing and shipping orders out as quickly as possible. 

 

HOW DO I SHIP MY ORDER?

Upon check out, endeavor to select a safe and secure shipping method with tracking. You also have the option to select an insured and fast shipping method. If a third -party carrier is selected by the customer, unfortunately, Nalva will not be responsible/liable for items misplaced or lost.

WHEN IS NALVA RESPONSIBLE FOR SHIPPING ISSUES?

If the shipping rate with Insurance was purchased at checkout, Nalva orders will be insured for the full value of the purchase minus fees. If an insured order is lost or stolen by third party shipping carriers, a full refund minus fees is processed and ONLY if all the following criteria are met:

  1. The correct shipping address was entered at the time of purchase.
  2. The shipping address is located in a secured area and delivery instructions have not been updated.
  3. A claim is accepted by the shipping carrier for the entire value of the purchase.
  4. Entire value of the purchase has been reimbursed to Nalva by the third-party shipping carrier.

HOW LONG DOES IT TAKE TO PROCESS A REFUND?

This is fully dependent on the specific carrier claims resolution process. Please refer to the carrier website to understand their policies and procedures around the claims resolution process and timeline.

 

SHIPPING DELAYS

Due to our rigorous quality control processes, unexpected shipping delays may occur and change the processing time described under each product. When these instances occur, all orders affected by the delay are automatically upgraded to the fastest shipping speed. For CANADIAN customers, shipping is upgraded to one-day shipping speed and for international orders, the fastest shipping option is selected. You will be informed of delays via email.

Our priority is to ensure that processing time is respected; however, you may experience shipping delays due to the increased amount of orders during the holiday season. 

Order drop offs to third parties carriers are processed within 24 - 48 hrs from tracking date. For instance, UPS drop offs are processed in bulk therefore, please allow 24 - 48hrs from shipment confirmation date for tracking to be updated in the UPS system. DHL drop offs tracking are updated within 24 hours of shipment confirmation date.