Shipping policy

Shipping Policy

Last updated: August 2, 2026

This policy explains where we ship, what it costs, how long it takes, and exactly what happens when something goes wrong in transit. All timeframes are in business days (Monday–Friday, excluding US federal holidays).

1. Where we ship

  • We currently ship to the United States — all 50 states and Washington, DC — including PO boxes and APO/FPO/DPO military addresses.
  • All orders are packed and shipped from within the United States.
  • We do not yet ship internationally. If you'd like to be notified when we do, email help@shopnuvena.com and we'll add you to the list.

2. Shipping rates

  • Free standard shipping on all orders over $50.
  • Orders under $50 ship at the standard rate calculated at checkout, shown before you pay. There are no surprise fees or handling surcharges.

3. Order processing

  • Orders are processed within 1–2 business days. Orders placed on weekends or holidays begin processing the next business day.
  • During launches or peak periods, processing may extend to 3–5 business days — if that's the case, we'll say so on the site before you order, not after.
  • You'll receive an order confirmation email immediately after purchase, and a shipping confirmation email with tracking as soon as your order leaves the warehouse.

4. Delivery timeframes

  • Continental US: most packages arrive within 4–8 business days of shipment.
  • Alaska, Hawaii, Puerto Rico, and APO/FPO/DPO addresses: allow up to 10–12 business days.
  • Delivery estimates are estimates, not guarantees — actual transit depends on the carrier, weather, and seasonal volume. See Section 9 for what we do when a package is genuinely late.

5. Tracking

  • A tracking link is emailed to you the moment your order ships.
  • Please allow 24–72 hours for the carrier to activate tracking and show the first scan. A label that says "created" for a day or two is normal.
  • If your tracking hasn't shown a first scan after 4 business days, email us and we'll investigate with the carrier.

6. Address accuracy and changes

  • Please double-check your shipping address at checkout — it's the single most common cause of delivery problems.
  • We can update your address any time before the order ships: email help@shopnuvena.com with your order number as soon as possible.
  • Once a package is with the carrier, we cannot reroute it. We are not responsible for orders delivered to an incorrectly entered address — though we'll always help you work with the carrier to recover the package.
  • If we made the address error, we reship at our cost. Always.

7. Delivery confirmation

Carrier delivery confirmation is treated as sufficient proof of delivery; signatures are not required on standard shipments. If confirmation says "delivered" but you don't have the package, see Section 10 — we don't leave you stranded on a carrier scan.

8. Multiple shipments

If your order contains several products, we may occasionally ship them in separate packages to get everything to you faster. You'll receive tracking for each shipment, and you're never charged extra for split shipments.

9. Lost or stalled packages

  • If your tracking shows no movement for 10 business days, email us. We'll open an investigation with the carrier and — without making you wait for its outcome — ship a replacement or issue a full refund, your choice.
  • Lost-package claims should be reported within 30 days of the estimated delivery date so we can still file with the carrier.

10. Marked delivered, but missing

Carriers occasionally scan a package "delivered" a day or two before it actually arrives. If your package is marked delivered but isn't there:

  1. Check around your property — porch, garage, side door, mailbox, parcel locker — and with household members, neighbors, or your building's mailroom or front desk.
  2. Give it 48 hours; the majority of "delivered but missing" packages appear in that window.
  3. Still missing? Email us with your order number. We'll file a carrier trace and make it right with a replacement or refund.

11. Damaged in transit

If your order arrives damaged, email us within 30 days of delivery with a photo of the damage and your order number. We'll ship a replacement free of charge or refund you — no return required. See our Return & Refund Policy for full details.

12. Delays outside our control

Severe weather, carrier disruptions, and peak-season volume can delay delivery beyond the estimates above. These delays are outside our control and don't entitle a shipping-fee refund by themselves — but if a delay crosses the thresholds in Section 9, the lost-package process applies and we take care of you.

13. Contact

Email: help@shopnuvena.com
Support hours: Monday–Friday, 9am–5pm ET. We aim to answer every message within one business day.