Shipping Policy

đźšš Novaxa Shipping Policy

Effective Date: [Insert Date]

At Novaxa Nutrition, our goal is to deliver your supplements quickly, safely, and reliably—so you can stay focused on your health and performance. This Shipping Policy explains how orders are processed, which carriers we use, where we ship, how tracking works, what to do if something goes wrong, and your responsibilities as the recipient. By placing an order with Novaxa, you agree to the terms below. If anything is unclear, our support team is ready to help.

1) Order Processing Times

We begin processing orders as soon as they are placed.

  • Standard Processing: 1–2 business days (Monday–Friday, excluding holidays).

  • Cutoff Time: Orders placed after our daily cutoff may be processed the next business day.

  • Peak Periods: During sales, product launches, or holidays, processing may extend by 1–2 additional business days.

  • Verification Holds: If an order triggers a security check (e.g., billing mismatch), processing will pause until verified to protect you from fraud.

Once an order enters the “Packed” or “Shipped” stage, we are typically unable to modify contents, addresses, or shipping methods.

2) Shipping Methods & Estimated Delivery Windows

At checkout, you’ll see real-time options based on your location and cart contents.

  • Economy / Standard: Typically 3–7 business days after dispatch within the domestic market.

  • Expedited: Typically 2–3 business days after dispatch.

  • Express: Typically 1–2 business days after dispatch.

  • International Standard: Varies by destination; usually 6–14 business days after dispatch, not including customs clearance time.

  • International Expedited: Usually 3–7 business days after dispatch, subject to customs.

Delivery estimates are provided by carriers and are not guaranteed. Weather, carrier backlogs, customs inspections, or local holidays can extend transit times.

3) Carriers & Service Selection

We partner with reputable global and regional carriers to provide reliable delivery. Novaxa reserves the right to choose the most efficient carrier and service level for your shipment—even after checkout—without additional cost to you, provided the original delivery timeframe is maintained or improved.

4) Shipping Rates, Free Shipping & Promotions

Shipping rates are calculated at checkout based on weight, destination, and service level.

  • Free Shipping: When offered, eligibility is determined by advertised thresholds, geographic restrictions, and qualifying products.

  • Promotions: Limited-time shipping promotions cannot be applied retroactively or combined with other offers unless stated.

If a partial shipment occurs, we may cover the additional shipping cost for the remaining items at our discretion.

5) Packaging, Freshness & Sustainability

We pack supplements to protect product integrity and presentation.

  • Materials: Protective mailers, corrugated cartons, and void fill chosen to reduce damage and waste.

  • Seals & Safety: Products are shipped sealed; do not use any product with a broken seal upon arrival—contact us immediately.

  • Sustainability: Where feasible, we use recyclable materials and right-sized packaging to minimize environmental impact.

6) Address Accuracy & Delivery Locations

Please ensure your shipping address is complete and accurate at checkout.

  • Residential vs. Commercial: Provide suite, apartment, or unit numbers to prevent delays.

  • PO Boxes: Some services can deliver to PO Boxes; others cannot. If unavailable, choose a physical address.

  • APO/FPO/DPO: We will ship to military addresses when supported by carrier rules and product restrictions.

  • Address Changes: Once an order is submitted, changes may not be possible. If the package is in transit, a reroute or hold-for-pickup request may incur carrier fees payable by the customer.

Undeliverable or returned-to-sender packages due to incorrect or incomplete addresses will be refunded minus shipping costs once received back in sellable condition, or reshipped at the buyer’s expense.

7) Order Tracking & Delivery Updates

When your order ships, you’ll receive a tracking number via email.

  • Activation: Tracking may take 24 hours to update after label creation.

  • Multiple Packages: If items ship separately, you’ll receive separate tracking numbers.

  • Delivery Confirmation: Carriers may mark a package delivered before it arrives (e.g., early scan). Allow 24 hours after a delivery scan before reporting a missing package.

8) Delivery Issues: Delays, Loss, Theft & Damage

We aim for a smooth delivery, but rare issues can occur.

  • Delays: Weather, customs, remote locations, or carrier disruptions may extend delivery times.

  • Lost in Transit: If tracking shows no movement for 7+ business days (domestic) or 14+ business days (international), contact us; we’ll investigate and file a claim if eligible.

  • Marked Delivered but Not Received:

    1. Check around the property and with neighbors/household members.

    2. Wait 24 hours.

    3. Contact the carrier, then contact us with the case number.

  • Visible Damage: Refuse delivery if possible. If accepted, photograph the box, packing, and product and contact us within 48 hours so we can assist with a replacement or claim.

Claims must be initiated promptly and may require your cooperation with carrier inquiries. Replacement approval is at Novaxa’s discretion based on claim outcome and product availability.

9) International Shipping, Customs & Duties

We proudly ship to many countries. Please review the following carefully:

  • Duties & Taxes: Unless stated otherwise at checkout, international orders are shipped DDU (Delivered Duty Unpaid). You are responsible for any import fees, VAT/GST, and customs handling charges.

  • Customs Clearance: Additional time may be required for inspection. We cannot influence customs decisions or timelines.

  • Restricted Items: Some ingredients may be restricted in your country. You are responsible for ensuring the products comply with local regulations. If a package is rejected or returned due to import restrictions or unpaid duties, a refund will be issued minus original shipping and any return fees once the parcel is received back in sellable condition.

  • Documentation: We provide accurate customs forms; we cannot alter values or mark items as “gifts.”

10) Pre-Orders, Backorders & Partial Shipments

  • Pre-Orders: Estimated ship dates are shown on the product page. Your order will ship when all items are available unless you request a split shipment (additional fees may apply).

  • Backorders: If an item becomes backordered after purchase, we’ll email you with options: wait, swap, split ship, or cancel that item.

  • Partial Shipments: To avoid delays, we may ship available items first and the remainder later at our expense when appropriate.

11) Risk of Loss & Title Transfer

Title and risk of loss transfer to you upon carrier acceptance of the shipment. This is standard in e-commerce logistics and enables faster fulfillment. If issues arise, we will help file claims with carriers and work toward a fair resolution within policy guidelines.

12) Refused Deliveries & Return-to-Sender

If you refuse delivery without prior authorization, or the carrier returns your order to us due to unsuccessful delivery attempts or unpaid duties:

  • We will treat the order as a standard return upon receipt, provided items are unopened and in sellable condition.

  • Refunds will exclude original shipping costs and any return shipping or carrier fees.

  • If the product is unsellable (e.g., opened, damaged, perishable exposure), we may be unable to issue a refund.

13) Special Handling & Temperature-Sensitive Items

Most Novaxa products are shelf-stable. If any item requires special handling (e.g., heat-sensitive gummies), we will:

  • Note storage recommendations on the product page.

  • Use appropriate packaging during warm seasons when feasible.

  • Encourage prompt retrieval from outdoor mailboxes or porches after delivery.

Novaxa is not responsible for quality issues arising from extended exposure after confirmed delivery.

14) Order Changes, Holds & Cancellations

We cannot guarantee changes once an order is submitted, especially during peak times.

  • Cancellation Window: If you need to cancel, contact us immediately. If your order has not entered fulfillment, we’ll attempt to cancel it and issue a full refund.

  • Hold Requests: Short-term shipping holds may be possible before dispatch; carrier storage fees may apply.

15) Force Majeure

Novaxa is not liable for delays or failures to deliver due to events beyond our reasonable control, including but not limited to natural disasters, labor disputes, acts of war or terrorism, cyber incidents, carrier failures, or government actions.

16) Contact & Support

Questions about your shipment? We’re here to help.

Novaxa Nutrition — Shipping Support
Email: shipping@novaxanutrition.com
General Support: support@novaxanutrition.com
Hours: Monday–Friday, [insert hours & time zone]. Please include your order number and full name for faster assistance.

Our promise: We treat your order like our own—packed with care, shipped with reputable carriers, and supported by a team that wants your experience to be exceptional from checkout to doorstep.