Shipping policy

NUOÉ Global Shipping Policy

Thank you for choosing nuoé. We are thrilled to share our products with you. Please review our comprehensive shipping policy below to understand how your order will be processed, shipped, and delivered.

1. Order Processing Time

Standard Processing: All orders are processed within 1 to 2 business days (excluding weekends and public holidays) after receiving your order confirmation email.
Order Cut-off Time: Orders placed after 2:00 PM (EST) will be processed on the following business day.
You will receive another notification email with your tracking information once your order has officially shipped.
Note: During high-volume periods or holidays, processing times may be slightly delayed. If there will be a significant delay in the shipment of your order, we will contact you via email.

2. Shipping Origins & Destinations

All nuoé orders are fulfilled and shipped directly from our warehouse located in the United States.

Currently, we exclusively ship to the following regions:

United States (All 50 states)
China
Japan
France

We do not currently offer shipping to any countries or territories not listed above. We also do not ship to P.O. Boxes or APO/FPO addresses for international orders.

3. Shipping Rates & Delivery Estimates

We believe in transparent pricing. That is why nuoé covers 100% of the shipping costs for all of our customers across our four supported regions.

Destination	Shipping Method	Cost	Estimated Delivery Time
United States	Standard Domestic Shipping	FREE	3 - 7 Business Days
France	Standard International	FREE	5 - 12 Business Days
Japan	Standard International	FREE	7 - 14 Business Days
China	Standard International	FREE	7 - 14 Business Days

Delivery delays can occasionally occur due to extreme weather, postal strikes, or customs processing. nuoé is not responsible for transit delays outside of our control.

4. International Customs, Duties, and Taxes

For our international customers (China, Japan, France), please be aware that your order is shipped DDU (Delivered Duty Unpaid).

Your Responsibility: nuoé covers the baseline shipping fee, but we do not collect VAT, duties, or local taxes at checkout. You may be subject to import duties and taxes, which are levied once a shipment reaches your country.
Payment of Duties: Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely; please contact your local customs office for further information.
Abandoned Packages: If you refuse to pay these local import fees, the package may be abandoned or returned to us. In such cases, any return shipping fees or lost goods will be deducted from your final refund.

5. Shipment Confirmation & Order Tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking link will become active within 24 to 48 hours. Please allow the carrier time to scan your package into their system.

6. Address Errors & Undeliverable Packages

Customer Responsibility: Please double-check your shipping address at checkout. We are not responsible for orders shipped to incorrect or incomplete addresses provided by the customer.
Returned to Sender: If a package is returned to us due to an incorrect address, or because it was unclaimed at customs/the local post office, the customer will be responsible for any secondary reshipping costs.

7. Lost, Stolen, or Damaged Packages

Damaged Items: If your order arrives damaged, please save all packaging materials and damaged goods. Contact us within 48 hours of delivery at our support email so we can file a claim with the carrier and make it right for you.
Lost or Stolen: nuoé is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. If your tracking indicates the package was delivered but you cannot find it, please check with neighbors or your local post office before contacting us.