Shipping policy
This policy explains how, when and at what cost we deliver orders placed on this store. It forms part of our Terms of Service.
1. Processing time
Orders are prepared and dispatched within 1 to 3 business days of purchase. Orders placed at weekends or on public holidays are processed on the next business day.
2. Delivery time
Delivery time depends on where the item ships from, and this is shown on every product and in the delivery filter on our category pages:
- Ships from the US: normally 2 to 5 business days after dispatch.
- Ships overseas: normally 10 to 18 business days after dispatch.
These are estimates, not guarantees, and they are not a delivery date. Customs inspections, carrier backlogs, incorrect addresses, weather, strikes and peak seasons can extend them. We publish the realistic range rather than an optimistic one.
3. Shipping costs
- Free shipping on orders over $35.
- On orders below that amount, the shipping cost is calculated and displayed at checkout before payment is confirmed.
4. Tracking
Every order is sent with tracking. We email a tracking link as soon as the parcel leaves the warehouse. It is normal for tracking to show no movement for the first few days: carriers often register a parcel for the first time when it reaches a sorting hub.
5. Split deliveries
Orders containing several items may be shipped from different locations and arrive separately, on different days. Nothing is missing: the remainder is still in transit.
6. Delivery addresses
It is the responsibility of the customer to provide a complete and correct delivery address, including any apartment, unit or building number. If you notice an error, email us within 12 hours and we will correct it whenever the parcel has not yet been dispatched.
Once dispatched, an address cannot be changed. Where a parcel is returned to us because the address was incomplete or incorrect, because nobody was available to receive it, or because the recipient refused it, we will refund the price of the goods once the parcel reaches us; the original and return shipping costs are not refunded, and a reshipment is charged again.
7. Customs duties and import taxes
Where a destination country applies import duties, taxes or handling fees, these are set by that country and its authorities, are payable by the recipient, and are not included in the price paid at checkout. We cannot calculate them in advance, cannot influence them, and cannot refund them. A parcel abandoned or refused because these charges were not paid is treated as a refused delivery under section 6.
8. Events outside our control
Once a parcel has been handed to the carrier it is in their hands. To the fullest extent permitted by law, we are not liable for delays or failures caused by events outside our reasonable control, including carrier and customs delays, supplier failures, extreme weather, natural events, strikes, civil disruption, outages or acts of government. Our responsibility in those cases is the one set out in section 9: to resend the order or refund it.
9. Lost or delayed parcels
If an order has not arrived 30 business days after purchase, contact us and we will resend it or refund it in full. You do not need to deal with the carrier yourself.
Where tracking shows a parcel as delivered to the address given but it cannot be found, please check with your household, neighbours and building management, and report it to us within 7 days so that we can open a claim with the carrier while the claim window is still open.
10. Contact
Questions about delivery: Nekonekostore01@gmail.com.