DOMESTIC & INTERNATIONAL
PRODUCT DELIVERY AND RETURN POLICIES
GENERAL PRODUCT DELIVERY AND RETURN POLICY
MEMBER REFUNDS AND PRODUCT RETURN
All non-service product purchases completed through the NUALO™ Community platform carry a 30-day product guarantee. Should any product not meet your expectations, you may return it within 30 days from the date of purchase for a full refund of the product price, less (1) any shipping & handling charges; (2) any international shipping charges, duties and/or taxes (aka “International Surcharges”)(for shipments outside the US); and (3) any other non-recoverable fees or expenses. To be eligible for a refund, any returned products must be in new, resalable condition (i.e., unused, unopened, undamaged, and not expired or tampered with) and packaged appropriately so as to successfully protect the returned item(s) while in transit. Returns may be rejected if they are damaged or otherwise in unsellable condition.
Forall returns and refunds, you may request that NUALO: 1) refund the amount to your original method of payment; or 2) credit the refund to your NUALO eWallet balance. In some cases, refunds may be assessed a restocking fee of up to 15% of the product Retail Purchase Price. All returns must be shipped postage and delivery prepaid to the address provided by NUALO. NUALO does not accept packages shipped ‘collect’, ‘COD’ or that assign payment of duties or other import fees to the Company. If the returned product is not received by the Company, it is the responsibility of the Member to trace, locate, and provide for its delivery to NUALO before any credit will be applied. Delivery confirmation and insurance are highly recommended.
To complete a return:
Obtain a Return Merchandise Authorization number (“RMA”) by submitting a request through your Member Community Hub.
Prepare the item(s) for shipment as instructed by NUALO. If possible, return the product(s) inside its original shipping container. Remove any old shipping labels from the outside of your packaging and include (inside your return package) a copy of (1) your original purchase invoice; and (2) the RMA confirmation you received from NUALO through your Member Community Hub.
Legibly write ‘RMA #’, followed by the RMA number given you by NUALO, on the outside of the item’s packaging. (for example: RMA# 0630003-90). [Please note: in rare cases, additional package labelling may be necessary (i.e., for products that include lithium batteries) before a package will be accepted by a shipping carrier. Read your RMA instructions carefully to determine if any additional labelling is necessary.]
Product Return Limit
2 or more returns within a calendar year, valued at $500 or more, by any Member may constitute grounds for limiting, at NUALO’s discretion, your ability to purchase products through NUALO.
Order Detail Verification
It is highly recommended that personal information (name, address, phone number and email) be verified before you submit any order to NAULO. Once a shipment is in the care of the US Postal Service or other carrier, NUALO cannot make changes to the delivery address.
Domestic (US) Delivery Destinations
NUALO ships within the continental U.S.A, including Hawaii, Alaska, Puerto Rico, the British Virgin Islands, the U.S. Virgin Islands, and all APO/FPO/PPO addresses.
International (non-US) Delivery Destinations
NUALO may allow for the shipment of some products to destinations outside the US.; however, NUALO is not a customs broker. All Users requesting delivery outside US domestic delivery destinations (as noted immediately above) must, through their own efforts, be aware of and understand the importation, customs clearance, duty and other import policies and regulations of the country into which an order’s final delivery will be made.Because Import regulations and policies differ by country, a failure to understand these policies and regulations may result in your order incurring high import duties, delayed or disallowed delivery, destruction of product and/or a shipment being returned to sender.
NOTICE: it is not uncommon for products legally sold and distributed in one market to be regulated or even prohibited, in another. Product seizure by customs authorities can and does occur. While most countries allow for some level of personal use importation of products purchased and delivered from outside their borders, it’s not uncommon for unregistered products arriving at a country’s border to be stopped or seized by authorities. This may occur, for example, where a country regulates, limits or otherwise restricts the types, amount and ingredients of products it allows to pass its borders. If the shipping destination for your order is not a “Domestic Delivery” (as defined above), contact the Customs Office in the relevant destination country, prior to placing an order, to determine if and how that country permits the shipment of the products you intend to order; and whether or not any additional licensing, registrations, permit(s) or other conditions must be met prior to placing an order.
BY PLACING AN INTERNATIONAL ORDER, YOU AGREE TO THE FOLLOWING:
Members acknowledge responsibility for, and agree to abide by, their country’s import laws and restrictions, and agree to assume total responsibility for confiscated, lost, delayed, or destroyed shipments due to import restrictions, etc. In the event a package is confiscated, lost, delayed, or destroyed by any customs authorities (including returns that must pass through US Customs and Border Protection), NUALO is not able to offer a refund.
Members acknowledge that, on a case-by-case basis, a lost international package may result in NUALO credit, less shipping & handling and a reasonable restocking fee.
If your package is lost, you may file a claim through your Member Community Hub. All claims are handled on a case by case basis.
It is the responsibility of Member to provide accurate international shipping & delivery information.
In the event a Member decides to change the shipping address originally included with the online order, a new order must be submitted as the Company is not responsible for replacing misrouted packages where a Member has made a change to the delivery address after an order has shipped.
Unless otherwise noted in your shopping cart and sales invoice, Members are responsible for any import taxes and/or customs duties, any additional shipping fees assessed once product has left a NUALO warehouse, including any and all expenses for lost, damaged, spoiled, stolen, delayed, redirected, and rerouted shipments.
SHIPPING CARRIERS & SHIPPING TIMES
The Company uses multiple carriers and delivery time varies. In most cases, NUALO will attempt to deliver your order within 3-5 days; however,delivery to international and APO/DPO/PPO destinations may take much longer. If you have not received your order within 5 days for domestic deliveries (or 14 days for International Deliveries) please contact us via your NUALO Member Community Hub.
INTERNATIONAL SHIPPING POLICIES
Except where specific license and terms have been granted in writing by NUALO, no third party—including Customers, Brand Partners, Influencers or other 3rd parties—may ship (or cause to be shipped) any product purchased through a NUALO platform to destinations outside the United States.
The use of freight forwarding services to circumvent this policy is expressly prohibited and may result in the termination of your participation in the NUALO Member Community.
Orders seized or destroyed by Customs authorities in any country are not eligible for a refund, return or other accommodations; and NUALO assumes no responsibility for products shipped by a third party (including the purchaser) to any destination outside of the United States.
FREQUENTLY ASKED QUESTIONS
WHAT COUNTRIES DOES NUALO SHIP TO?
NUALO ships to all US shipping destinations (including Puerto Rico, Guam and the UNITED STATES Virgin Islands). As permitted by law, we may also ship to other international destinations in compliance with local customs regulations.
WHAT SHOULD I KNOW ABOUT HOW NUALO SHIPS INTERNATIONALLY?
When shipping to destinations outside of the United States, it is important to understand that NUALO does not control—and is not responsible for—any actions taken by customs authorities in the delivery destination country; including product seizure, duties levied, taxes assessed, etc. All products offered for sale via Nualo’s platform are considered ‘For Personal Use Only’. As such, they may have limits as to the amount of product that may be purchased for and shipped to a given destination. For all delivery destinations outside the United States—and where possible and allowed by law—the purchasing Member may be required to pre-pay any applicable international shipping charges, duties and/or taxes (aka “International Surcharges”) as required by NUALO’s global brokerage service provider. In all cases, irrespective of any such prepayment, the customer accepts all transit, customs and other delivery risks and responsibilities.
CAN I SHIP PRODUCTS PURCHASED FROM NUALO TO ANOTHER COUNTRY?
NO. Shipping of any product purchased through NUALO to a country outside of the United States, except by express written permission from NUALO, is prohibited. It’s important to remember that goods and services that may be freely transferred or sold within one country may be regulated—or even illegal—in another. Often, products that are not legally registered for sale with a country are often stopped, seized or destroyed by Customs authorities in the destination country. NUALO does not accept responsibility for products shipped outside of the United States by a third party; or for the decisions or actions of authoritative agencies in another country.
CAN I USE A FREIGHT-FORWARDING SERVICE TO DELIVER PRODUCT TO ANOTHER COUNTRY?
NO. NUALO is committed to upholding and sustaining the laws of all countries. The use of freight and postal forwarding services to facilitate the unauthorized export of any product and/or service purchased through NUALO into any destination outside of the United States is prohibited. Improper entry of product into other countries inevitably affects future registration opportunities, may cause difficulties with Regulatory and Consumer protection agencies, and could significantly delay NUALO’s efforts to enter a market legitimately. Violation of this prohibition may result in NUALO administrative action as permitted by the Member Policies and Procedures.
ARE THE PRODUCTS OFFERED FOR SALE BY NUALO LEGAL FOR SALE OR USE IN MY HOME COUNTRY?
Unless otherwise noted on a Product’s information page, no product or service offered for sale through NUALO has been officially licensed or otherwise approved for sale within any country except the United States. The purchase or use of NUALO offered products and services may be regulated or prohibited in other countries. Check with your local health, customs and other regulatory authorities to determine if—and in what circumstances—personal, in-home delivery and use of a product or service is permitted.
ARE THE INGREDIENTS IN NUALO PRODUCTS LEGAL FOR CONSUMPTION OR OTHER USE IN MY HOME COUNTRY?
To answer this question, please check with your local health, customs and other regulatory authorities. A product or service’s compliance with United States law (compliance with US FDA regulations, for example) does not ensure the same may be legally consumed, used or distributed in another country.
HOW LONG DOES SHIPPING TO OTHER COUNTRIES TAKE?
Shipping into Canada typically takes 5 days or less. Other delivery destinations may take longer. Please note, in addition, that customs delays can often add 7 or more days to this delivery timeline.
I HAVE WRITTEN PERMISSION FROM NUALO TO SHIP A PRODUCT TO MY HOME COUNTRY, BUT APPLICABLE DELIVERY SERVICE CHARGES/LEVIES, DUTIES, TAXES, AND IMPORT FEES ARE HIGH. WILL NUALO REDUCE THE DECLARED VALUE OF THE CONTENTS?
NO. It is illegal to reduce the declared value of your order, change item descriptions or quantities, mark an order as a gift, or otherwise inaccurately alter shipping statements or descriptions.