Shipping policy

Thank you for shopping with NELPANDA!

We are committed to providing you with a smooth and efficient shipping experience. Please review our shipping policy below for details on how your order will be processed and delivered.

Order Processing

  • Processing Time: All orders are typically processed within 2-3 business days before shipment. Please note that orders placed on weekends or during public holidays will begin processing on the next business day.

  • Shipping Origin: U.S. orders ship from our U.S. fulfillment locations.

Domestic Shipping (United States)

  • Shipping Confirmation & Tracking: Once your order has shipped, you will receive a confirmation email that includes your tracking information. You can use this tracking number to monitor the progress of your delivery.

  • Shipping Costs:

    • Contiguous United States (48 states and Washington, D.C.): Standard shipping is $12 USD for orders under $25 USD and free for orders of $25 USD or more, after discounts.

    • Hawaii: Standard shipping is a flat $10 USD per order. Alaska: Standard shipping is a flat $20 USD per order. These rates apply regardless of order value; orders shipping to Hawaii or Alaska do not qualify for threshold-based free shipping.

  • Estimated Transit Times:

    • Contiguous United States: Standard shipping generally takes 3–8 business days after dispatch.

    • Hawaii and Alaska: Deliveries can take longer than shipments to the contiguous United States. Some USPS Ground Advantage packages travel by sea. Please follow your tracking updates; delivery dates are not guaranteed.

  • Expedited Shipping: At this time, we do not offer expedited shipping options at checkout.

International Shipping

  • Availability: We ship only to destinations for which a shipping option is available at checkout. U.S. territories and outlying islands, including Puerto Rico, Guam, the U.S. Virgin Islands, American Samoa, the Northern Mariana Islands, and the United States Minor Outlying Islands, are not currently included in our delivery area.

    • For customers in Japan, please refer to the Japan-specific NELPANDA website for local shipping details.

  • International Shipping Costs: Due to international customs fees, import taxes, and varied shipping costs, we do not offer free international shipping.

  • Customs Duties, Taxes, & Fees: Please be aware that customers are responsible for any applicable customs duties, import taxes, Value Added Tax (VAT), and brokerage fees levied by the destination country. These charges are not included in the item price or shipping cost and are the sole responsibility of the recipient. NELPANDA has no control over these charges and cannot predict what they may be. We recommend contacting your local customs office for more information before placing your order.

  • Estimated Transit Times:

    • International packages generally arrive within 7-14 business days.

    • However, please note that delays created by customs processing in the destination country may extend transit times, potentially requiring 10-20 business days for delivery.

Delivery Complications & Lost Packages

  • Carrier Delays: While we strive for timely delivery, NELPANDA is not liable for any delays caused by the shipping carrier for any reason (e.g., weather, operational issues).

  • Delivery Issues: If you are experiencing complications with your delivery (e.g., package stuck, no updates), we recommend contacting the shipping carrier directly as they have the most up-to-date information and can often resolve issues faster. For most cases, NELPANDA is unable to provide additional information or make changes to your shipment once it has left our facilities.

    • However, if you have contacted the carrier and still require assistance, please reach out to NELPANDA Support at help@nelpanda.com, and we will do our best to guide you.

  • Lost Packages Due to Address Errors: NELPANDA is not liable for any lost packages due to incorrect or incomplete address information provided by the customer at the time of order placement. Please double-check your shipping address carefully before completing your purchase.

  • Damaged Shipments: If your order arrives damaged, please contact NELPANDA Support at help@nelpanda.com within 7 days of delivery with photos of the damage, including the packaging, so we can assist you with a resolution.

For approved returns from the contiguous United States, you may request our prepaid return label. If you use our label, a $9.95 return processing fee will be deducted from your refund, with no additional return postage charge. If you use your own carrier and pay the postage yourself, we do not charge this processing fee.

For ordinary returns from Hawaii and Alaska, customers arrange and pay for tracked return shipping. For defective or incorrect items, we cover approved return shipping. Please see our Refund Policy for return options and full details.

Customer Support

For any questions or further assistance with your order or this shipping policy, please contact NELPANDA Support at:

Email: help@nelpanda.com