Shipping policy
1. Introduction
At Nordhavenco, we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, www.nordhavenco.com
2. Shipping Destinations
● Countries We Ship To:
○ United States
● Future Expansion:
○ We are continually working to expand our shipping destinations. Please check back regularly for updates.
3. Shipping Costs
● Domestic Shipping: United States
○ Standard Shipping: Free shipping on all orders
4. Order Processing Time
● Handling Time (days):
○ Orders are processed with a handling time of 1 to 2 days. Orders are fulfilled Mon - Fri (excluding holidays).
● Order Cut-Off Time:
○ The order cut off time is 5:00 PM (GMT-05:00) Eastern Standard Time. Orders placed before this time will begin processing the same day.
● Weekend and Holiday Orders:
○ Orders placed on weekends or public holidays will be processed on the next business day.
5. Estimated Delivery Time
● Domestic Shipping:
○ Transit Time (days): The transit time is 3 to 5 days for all destinations. Orders are shipped Mon - Fri.
○ Total Delivery Time: The estimated total delivery time based on customer locations is 4-7 business days for all destinations.
● Notes:
○ Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, customs delays, or carrier issues.
6. Shipping Methods and Carriers
● Reliable Carriers:
○ We partner with reputable carriers to ensure your package arrives safely.
○ Domestic Carriers: USPS, UPS, FedEx
○ LTL Freight Carriers: FedEx Freight, Old Dominion, XPO Logistics, Estes Express, etc.
● Shipment Tracking:
○ All orders include tracking information, which will be provided via email once your order has shipped.
● Insurance:
○ Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.
7. Order Tracking
● Tracking Information:
○ After your order has been shipped, you will receive an email containing:
■ Tracking Number
■ Carrier Name
■ Link to Track Your Package
● How to Track Your Order:
○ Visit www.nordhavenco.com /track-order or the carrier's website.
○ Enter your tracking number to view the status and estimated delivery date.
● Assistance:
○ If you have questions or need assistance with tracking, please contact our Customer Service.
8. Delivery Issues
8.1 Delayed or Lost Packages
● Delayed Delivery:
○ If your package is delayed beyond the estimated total delivery time of 4-7 business days, please contact us at support@nordhaven.com
● Lost Packages:
○ If your tracking information indicates that your package was delivered but you have not received it:
■ Verify the shipping address provided.
■ Check with neighbors or building management.
■ Contact us for further assistance.
8.2 Damaged Packages
● Reporting Damage:
○ If your package arrives damaged:
■ Take photos of the damaged packaging and items.
■ Contact us within 30 days at support@nordhavenco.com
■ Damaged items are eligible for a full refund or replacement, with return shipping covered by us.
● Resolution:
○ We will work with you to arrange a replacement or refund as appropriate.
9. Missing Items
● Reporting Missing Items:
○ If any items are missing from your order:
■ Contact us within 30 days of receiving your package.
■ Provide your order number and details of the missing item(s).
● Resolution:
○ We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.
10. Return and Refund Policy
● Returns:
○ Returns are accepted within a 30 days window of receiving your order. We accept returns for both defective and non-defective products.
● Conditions for Returns:
○ For Non-Defective Returns: The product condition must be New only. Items must be unused, undamaged, and in their original packaging.
○ For Defective Returns: Items are accepted regardless of condition.
○ Certain items (e.g., personalized or perishable goods) may not be eligible for return.
● Return Method & Fees:
○ The return method is By mail.
○ For the return label, you will need to Download and print it. Providing and paying for the return label is the Customer responsibility.
○ There is a 25% restocking fee for change-of-mind returns. There is No cost (0%) restocking fee for defective or damaged goods.
● Refunds:
○ The refund processing time is 7 days after receiving the returned item.
○ Refunds will be issued to the original payment method.
● For More Information:
○ Please refer to our Return and Refund Policy for detailed information.
11. Incorrect Address
● Address Accuracy:
○ Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer.
● Returned Packages:
○ If a package is returned to us due to an incorrect address:
■ We will contact you to arrange reshipment.
■ Additional shipping charges may apply.
12. Contact Information
If you have any questions or concerns regarding your shipment, please contact us:
● Customer Service Email: support@nordhavenco.com
● Company Address:
○ Nordhavenco – ME Store LLC
○ 8 the Green, Ste R
○ Dover, DE, 19901
○ Kent County, Delaware
Our customer service team answers 24-48 hours.