Shipping policy
NUOOU Logistics and Delivery Policy
Welcome to NUOOU! To ensure your shopping experience, we have established the following clear and transparent logistics and delivery policy, covering key information such as order processing, delivery time, shipping costs, and after-sales service. This policy will be updated in real time according to operational adjustments, so we recommend you read it carefully before placing an order. If you have any questions, please contact us at info@hnnuoou.com.
I. Order Processing Rules
1. Processing Time: All paid orders will be packaged and shipped within 1-3 business days (excluding Saturdays, Sundays, and public holidays). Orders submitted and paid before 16:00 each day will be prioritized for processing; orders submitted after 16:00 will be processed on the next business day.
2. Special Product Notes: The processing time for pre-sale and customized products is as indicated on the product details page, usually 3-7 business days. We will update you on the progress via email after you place your order. If an order contains both regular and pre-sale products, they will be shipped together after the pre-sale products have been processed.
3. Order Modification and Cancellation: Before your order ships, you can apply to modify your shipping address, contact number, or cancel your order through "My Account - Order Details". We will respond within 12 hours. Once an order is shipped, it cannot be modified or cancelled. For returns, please refer to the "Return and Refund Policy".
II. Delivery Scope and Time
1. International Shipping
We support shipping to 200+ countries and regions worldwide. Our core logistics partners are DHL, FedEx, UPS, and local postal lines. Specific delivery times are as follows:
Note: International shipping time does not include customs clearance time. If customs inspections in the destination country/region are strict, it may cause a delay of 3-5 business days. We will do our best to assist in tracking it.
III. Shipping Fees
1. International Orders
Free Shipping Benefit: Free international standard shipping to all regions.
IV. Customs Clearance and Taxes (Required for International Orders)
1. Customs Clearance Responsibility: Import customs clearance for international orders is assisted by the logistics provider. You must accurately fill in the recipient's name (consistent with passport/ID card), address, and contact information when placing your order. If customs clearance fails, the package is returned, or it is detained due to incorrect information, you will be responsible for the return shipping costs and customs duties.
2. Taxes and Fees: Depending on the customs policies of the destination country/region, international orders may incur import duties, value-added tax, consumption tax, etc. These fees are borne by the recipient; we are not responsible for paying them on your behalf. If additional documents (such as proof of purchase, identity information) are required during customs clearance, the logistics provider or we will notify you promptly via email; please cooperate.
3. Prohibited Items Notice: We strictly abide by the customs regulations of various countries and do not ship flammable, explosive, infringing goods, animal and plant products, or other prohibited items. If your order is detained due to violations of local regulations, you will be responsible.
V. Order Tracking and Anomaly Handling
1. Logistics Tracking
After your order is shipped, we will immediately send a shipping notification containing a "logistics tracking code" to your registered email address. You can check the progress in the following ways:
Click the tracking link in the email to be redirected to the logistics provider's official website to view the real-time status.
Log in to your store, go to "My Account - Order Details," find the corresponding order, and click the "Track Logistics" button to check.
Directly access the logistics provider's official website (DHL/FedEx, etc.) and manually check by entering the tracking code.
2. Anomaly Handling
Package not received but shows as delivered: Please first check the collection point (such as a community service center or property management office). If you confirm you haven't received it, contact customer service within 48 hours of the logistics showing delivery. We will assist in contacting the logistics provider to verify and initiate an investigation.
Logistics information not updated for a long time: For international orders with no logistics progress for more than 15 days, you can contact customer service to submit an inquiry. We will provide feedback within 2 business days.
Damaged Package or Missing Items: Please check the package for integrity upon receipt. If any damage or missing items are found, take photos immediately and refuse to sign for it. Contact customer service within 24 hours, and we will arrange for a replacement or refund. For damage issues raised after signing, a complete unpacking video and photos of the shipping label are required; otherwise, we cannot accept the claim.
VI. Special Circumstances
1. Delivery Delay: For delivery delays caused by force majeure events such as holidays (e.g., Double 11, Christmas, Black Friday), large-scale promotional activities, extreme weather (heavy rain, typhoons, blizzards), epidemic prevention and control, and customs inspections, we will promptly notify you via website announcements, emails, or SMS. We will not assume additional liability for compensation; your understanding is appreciated.
2. Policy Updates: This logistics policy will be updated in real time based on adjustments to logistics partner rates, changes in platform rules, etc. The updated policy will be published on the "Logistics Policy" page of the website and will take effect within 3 business days after publication. If you place an order after the policy update, it will be considered that you have accepted the new policy content.
3. Final Interpretation Right: Within the scope permitted by law, NUOOU reserves the right to the final interpretation of this logistics policy. If you have special logistics needs (such as specifying a logistics provider or expedited customs clearance), please communicate with customer service in advance, and we will do our best to coordinate for you.
Updated: November 26, 2025