Shipping & Delivery

We ship by parcel carrier to the address you enter at checkout. We ship in the United States and to more than a hundred countries worldwide. Orders placed by 2:00 PM ET on a business day ship the same business day. We do not ship on Saturdays, Sundays or federal holidays. This page gives you the costs, the time frames and the rules we work by. Prices are in US dollars and do not include sales tax, which is calculated at checkout from your delivery address.

Where We Ship

We ship across the United States and to more than a hundred countries worldwide. Inside the United States that covers street addresses in all 50 states, the District of Columbia and the US territories.

The free shipping threshold and the flat shipping charge below apply to the 48 contiguous states. For Alaska, Hawaii and the territories the carrier charges more, so the cost is calculated in your cart and shown to you before you place the order.

There are countries we cannot ship to at all. United States sanctions law prohibits it, and the prohibition does not depend on us knowing or on the order being small. We do not ship to Cuba, Iran, North Korea or Syria, and we do not currently ship to Russia or Belarus. If you enter an address in one of those countries, checkout will not accept it.

If your address sits in an area the carrier does not serve every day, we contact you by email or phone and agree on a delivery day with you.

Shipping Outside the United States

International orders usually arrive in 7 to 14 business days. That range depends on the destination country and on how long customs takes there, which is the part neither we nor the carrier controls.

The international shipping charge is shown in your cart before you pay, next to the address you entered. It is a single flat charge, not a quote from the carrier, so it does not change with the weight of your order.

Customs, duties and import taxes

This is the part that surprises people, so we would rather say it plainly here than let you find out at the door.

An order leaving the United States may be charged import duties, taxes such as VAT or GST, and a customs handling fee. Those charges are set by your own country, not by us. They are not included in the price you pay us and they are not included in the shipping charge. They are paid by whoever receives the parcel, at delivery or before release.

We cannot calculate them in advance, we do not collect them, and we do not receive any part of them. We also cannot mark a parcel as a gift or declare a value lower than what you paid: the customs declaration has to match the order, and a false declaration is an offence in both countries.

If a parcel is refused at customs, or abandoned because the duties were not paid, it comes back to us. We refund the price of the products. We do not refund the original shipping charge, and we deduct what the carrier charges us for the return leg.

Processing Time and Transit Time

We give you two numbers instead of one, because they are two different things and only the first one is under our control.

• Processing: 1 to 2 business day(s) for orders placed by 2:00 PM ET. This is the time we need to pick, pack and hand your order to the carrier.
• Transit: 3 to 5 business days after the carrier picks the package up. This is the carrier’s time, and it depends on how far the package travels.

Business days are Monday through Friday, excluding federal holidays.

The clock starts when we receive a complete order, which means payment in the correct amount plus every piece of information we need to ship it to you. It does not start when the funds settle in our account. If a payment is declined, the clock restarts on the date the payment is honored. We tell you this because it changes the date from which every deadline on this page is counted.

In peak periods, such as the winter holidays or a large sale, processing can take 1 to 2 business days longer than usual. We post a notice on the site when that happens, before you order, rather than after.

Same-Day Dispatch Cut-Off

Orders placed by 2:00 PM ET on a business day ship the same business day. We do not ship on Saturdays, Sundays or federal holidays.

The cut-off is stated in Eastern Time. The United States has six time zones, so convert it to your own clock if you live west of the Eastern zone.

The site accepts orders around the clock. We process them on business days. An order placed after the cut-off, on a Saturday, on a Sunday or on a federal holiday enters processing on the next business day.

Shipping Costs and Free Shipping

Free shipping on orders of 75 or more. Orders under 75 pay a flat shipping charge of 5.99. The threshold is measured on the merchandise value in your cart, after any discount is applied and before sales tax and the shipping charge are added.

Merchandise value in cart	Shipping charge	Transit time
Under 75	5.99	3 to 5 business days
75 and above	Free	3 to 5 business days
Alaska, Hawaii and US territories	Calculated in the cart before you order	Can exceed the standard range
Oversized items, such as large appliances	Calculated in the cart before you order	Confirmed to you when we confirm the order

The exact amount appears in your cart and again at checkout, on its own line, before you place the order. We do not add anything after you confirm. We charge no surcharge, no convenience fee, no processing fee and no handling fee, on any payment method. See Payment Methods.

If you return part of an order and the amount you keep falls below 75, the shipping charge becomes due and we deduct it from your refund. That rule is written out on the Returns and Refunds page.

Sales Tax on Shipping

Where sales tax applies to your order, some states tax the shipping charge itself. In those states the tax is calculated on the merchandise plus the shipping charge, not on the merchandise alone.

• Texas and New Mexico tax the shipping charge even when it appears on a separate line.
• Florida, Illinois, Colorado and Missouri tax it when the goods being shipped are themselves taxable.
• Arizona, California and Massachusetts exempt it when it is stated separately and reflects the actual cost of delivery.
• Louisiana includes delivery charges in the sales price as of 2025.

Your cart applies the rule for your delivery address and shows the tax on its own line before you pay. The full explanation of how we calculate sales tax is on Payment Methods.

Some states also charge a flat retail delivery fee per order. Colorado charges 0.31 USD per order starting July 1, 2026, with an exemption for retailers under 500,000 USD in Colorado sales in the previous year. Minnesota charges 0.50 USD on orders of 100 USD or more, with an exemption for retailers under 1,000,000 USD. We are below both thresholds, so we do not charge these fees today. If that changes, the fee appears as its own line in your cart before you pay.

Tracking Your Order

When your order leaves us, you get an email with the tracking number. Use it on the carrier’s site to follow the package.

The status of the order also appears in your account, under My Account.

US parcel carriers deliver most packages without a signature. The driver does not wait at the door and does not write up a damage report. Proof of delivery is usually a photograph the driver takes at the delivery point, which you can see in the carrier’s tracking.

Give us a phone number you answer during the day. The carrier uses it when an address needs clarifying, and so do we.

If You Are Not Home When the Carrier Arrives

Most packages are left at your door, whether or not you are home.

If the driver judges the spot unsafe, or the shipment needs a signature, the carrier leaves a notice and then does one of three things: tries again on the next business day, holds the package at a nearby carrier location, or returns it to us. The notice and the tracking say which one applies.

You can ask the carrier directly to reschedule the delivery, to redirect it to another address, or to hold it for pickup. You can also write to contact@neyvella.com or call +1 307-357-9680 and we will do it for you.

If delivery fails and we cannot reach you, the package comes back to us. We email you and arrange a new dispatch. The shipping charge of 5.99 can apply again to that second dispatch, and we tell you before we send it.

Orders That Arrive in More Than One Package

One order can arrive in several packages, on different days. That happens when items ship from different locations or when one item takes longer to prepare.

You pay the shipping charge once per order, not once per package. Splitting a shipment is our decision, so it costs you nothing.

Each package carries its own tracking number, so you get one email per shipment.

Large Appliances and Oversized Items

Heavy or bulky products, such as washing machines, refrigerators or large office furniture, travel by freight carrier rather than by parcel carrier. The rules are different, and they are worth reading before you order.

• Delivery is to the curb or to the first ground-floor doorway. Carrying the item upstairs is not included and you arrange it separately with the delivery crew.
• Measure your doorways, stairwell and elevator before you order. The packed dimensions are on the product page.
• The crew does not install the product and does not connect it to water, gas or electrical service.
• Where the manufacturer requires startup by a licensed technician in order to keep the warranty in force, the product manual says so.
• Transit can run longer than the standard range. We give you the window when we confirm the order.
• The delivery address has to be one a truck can reach.

Freight deliveries usually do ask for a signature, which is your one chance to look at the shipment while the driver is still there. Inspect the carton or pallet before you sign. If you see damage, write it on the delivery receipt before signing, or refuse the shipment outright, and email us the same day. You choose whether we send a replacement or refund you.

If We Cannot Ship On Time

This section is a commitment, and it follows the FTC Mail, Internet, or Telephone Order Merchandise Rule, 16 CFR Part 435. It applies to every order, including orders placed by businesses.

If we cannot ship by the date we stated, we send you a notice on our own initiative, before that date passes. You do not have to ask for it. The notice contains:

• a revised shipping date, or a plain statement that we cannot determine one;
• your right to cancel the order and receive a full refund;
• a free way to cancel. Reply to that email, or write to contact@neyvella.com, and it costs you nothing.

If the revised date is more than 30 days after the original one, or if we cannot name a date at all, the order is cancelled automatically after 30 days unless you tell us in writing that you still want it.

If we then miss a revised date you accepted, we send a second notice. On that one, silence no longer counts as your agreement: we cancel the order and refund you unless you agree again in writing.

If we ever fail to state a shipping time at all, we ship within 30 days of receiving your complete order.

Refunds for an order cancelled because we could not ship on time:

• within 7 business days when you paid by cash, check or money order;
• within one billing cycle when the payment was made on credit, by crediting the account you paid from.

The refund covers everything you paid, including the shipping charge, any handling and any insurance. We do not keep a share of it as a cancellation cost, because the cancellation was caused by us.

If Your Package Is Late

Transit times are estimates the carrier sets. Weather, road closures and carrier backlogs add days that we do not control and cannot predict.

Check the tracking first, because it usually explains the delay. If the tracking has not moved for more than 3 business days, write to contact@neyvella.com with your order number. We open a trace with the carrier that same day.

A late package does not affect anything written in the section above. If the delay is on our side, before the package leaves us, the notice and cancellation rules apply exactly as written there.

If Your Package Arrives Damaged

Since the driver is usually gone by the time you open the box, the photographs are what settle the case. Take them before you do anything else.

1. Photograph the outer packaging before you unpack it, then photograph the product.
2. Keep the box and the packing material until the case is closed. The carrier can ask to inspect them.
3. Write to contact@neyvella.com with your order number and the photographs, as soon as you can and no later than the end of the 30 day return window.

We replace the item or refund you, whichever you choose, at our cost. If we need the damaged item back, we pay the return shipping and send you the label.

Any claim against the carrier stays between us and the carrier. You do not file it, and your replacement or refund does not wait for its outcome.

Where a signature is taken, it confirms that a package arrived. It does not confirm that the contents are undamaged, it does not shorten the 30 day return window, and it does not affect the 24 limited warranty.

If Your Package Is Lost or Stolen

Until the package is actually delivered to you, the risk of loss or damage in transit is ours. It is not yours and, as far as you are concerned, it is not the carrier’s either.

If the tracking says delivered and you do not have the package, look around the property and check with neighbors or the building desk first, because drivers do leave packages in unexpected places. If it is not there, write to contact@neyvella.com with your order number, as soon as you notice and no later than the end of the 30 day return window.

The same applies when the package arrives but an item listed on your invoice is missing from it.

We open a trace with the carrier and, whatever the trace concludes, we send the item again or refund you. The trace is a conversation between us and the carrier. It is not a condition you have to satisfy and not a waiting period you have to sit through.

Addresses We Cannot Ship To

Addresses outside the United States. If an order reaches us with a foreign delivery address, we cancel it and refund you in full instead of shipping it.

We do ship to PO boxes and to military APO, FPO and DPO addresses. Those go by standard USPS shipping, which is the only carrier that delivers to them. Expedited shipping is not available to these addresses, and the option will not appear at checkout once you enter one.

Oversized items need an address a freight truck can reach, as described above.

If the Address Is Wrong or Incomplete

You enter the delivery address at checkout. Check the street and number, the apartment or suite, the city, the state and the ZIP code. A missing apartment number is the most common reason a package comes back.

If you spot a mistake, write to contact@neyvella.com or call +1 307-357-9680 right away. While the package is still with us, we correct the address at no cost.

After dispatch, a change of address depends on the carrier. A redirect is often possible and sometimes carries a fee, which we tell you about before we authorize it.

If a package comes back to us because the address was wrong or incomplete, we contact you and reship it. The shipping charge for that second dispatch can be yours.

Shipments to Business Customers

Processing times, transit times, shipping charges and the delay rules above apply to business orders in the same way. The differences are these.

• Risk of loss stays with us until the goods are delivered at your address, including palletized freight. We do not apply FOB Origin by default. It applies only if your order confirmation states it in writing.
• Report shortages and visible damage within 5 business days of delivery, and any other nonconformity within 30 days of discovering it, to contact@neyvella.com with the order number and your PO number.
• Delivery appointments, liftgate service and inside delivery are not part of the standard shipping charge. Ask us before you order and we will quote them.
• Returns by business customers follow their own rules, set out on the Returns and Refunds page.

The rest of the business terms are in the final section of our Terms of Sale.

Questions About a Delivery

Write to contact@neyvella.com or call +1 307-357-9680. Support answers 24/7. Have your order number ready, so we can answer on the first exchange instead of the third.

Related pages: Returns and Refunds, Limited Warranty, Payment Methods, Frequently Asked Questions, Contact.

Last updated: 10 septembrie 2026.