From preparation
to your creative space.
Processing：2–4 business days after payment confirmation.
Peak processing：Up to 5 business days.
Estimated U.S. transit：10–15 business days after dispatch.
Shipping charges：Displayed at checkout.
01. Order preparation
Orders are typically processed within 2–4 business days after payment confirmation. During peak periods, processing may take up to 5 business days.
Business days exclude weekends and applicable public holidays. Processing happens before dispatch and is separate from transit. Any additional product-specific production period, if applicable, is disclosed before purchase.
02. Estimated U.S. transit
For supported U.S. destinations, estimated transit time is generally 10–15 business days after dispatch. Allow for both processing and transit when planning an order.
These are estimates, not guaranteed arrival dates. Carriers, weather, holidays, customs where applicable, and destination conditions may affect delivery.
03. Methods and shipping charges
Available methods and applicable shipping charges are displayed at checkout based on the order and destination. Review the charge and final total before payment.
Remote-area delivery, PO boxes, expedited services, and other restricted options are available only when offered at checkout or expressly confirmed for the order.
04. Fulfillment and origin
Orders may be fulfilled from our own or partner facilities according to inventory and destination, including domestic or international facilities.
We do not promise local U.S. dispatch unless stated for the order. Our registered business address is not automatically a warehouse, collection point, or authorized return destination. Contact us if shipping origin is important to your purchase.
05. Tracking your parcel
When tracking is available, shipment details are sent to your checkout email after dispatch. Check spam or junk folders if necessary.
A label may be created before the carrier records the first scan. Updates may pause between transport networks. Contact support if the record remains unclear for an extended period.
06. Address accuracy
Check the recipient name, street, unit, city, region, postal code, country, and required contact information before submitting an order.
Report errors immediately. We will try to assist before fulfillment, but an address may no longer be editable after preparation or shipment progresses. A requested correction is not confirmed until accepted by us.
07. Delays and missing shipments
Contact service@nelvsagora.com if tracking has not updated for an extended period, a parcel appears lost, or delivery substantially exceeds the estimate. Include your order and tracking references.
We will investigate and work toward an appropriate resolution. If we cannot ship within the promised period, we will provide revised information and the delay-consent, cancellation, or refund options required by law.
08. A delivery scan without a parcel
Check the delivery area, household members, building reception, and any carrier photograph or notice. Contact support if the parcel remains missing.
A “Delivered” scan alone does not automatically resolve a disputed delivery. We review relevant records and circumstances rather than transferring all shipping risk to the customer.
09. Separate shipments
Products may arrive in separate parcels because of packing requirements or stock locations. Each parcel may have a different tracking reference and arrival date.
You will not be charged additional shipping merely because we divide an order into multiple shipments. Tell support which item is outstanding if shipment notices do not explain the difference.
10. Damage, leakage, or missing contents
Retain packaging and labels where safe and practical. Photograph damage, leaking packaging, or missing contents, and identify the affected product and quantity.
Report problems promptly, preferably within 7 calendar days. This preferred period does not cut off mandatory rights. Avoid unnecessary handling of spilled or unknown material and ask support for instructions before mailing affected products.
11. Other destinations and returned parcels
Destinations outside the United States are available only where supported at checkout. Their services and estimates may differ. Duties and import taxes not collected at checkout may be payable by the recipient where applicable and permitted by law.
For a returned-to-sender parcel, contact us so we can establish the cause and next steps. Any proposed reshipping charge will be explained before you agree; merchant-caused errors are assessed separately.
12. Changes and cancellations
Request changes or cancellation as soon as possible. A successfully canceled order before fulfillment has no cancellation fee. Cancellation may no longer be possible once fulfillment or shipment progresses.
Refunds for canceled, unshipped orders do not require a merchandise return. For assistance, email service@nelvsagora.com. Mandatory consumer rights remain unaffected.