NOVATERA TRADE LTD Shipping Policy

We will complete the order sorting, packaging, and shipping process within 5-7 business days, provided that the order payment is correct and the product inventory is sufficient. Shipping time is calculated from the day after full payment is received, excluding weekends and EU/UK public holidays. If a holiday falls on the day of shipment, the shipping time will be automatically extended.

When inventory is sufficient, we will strictly adhere to the above shipping timelines. In case of temporary stock shortages, we will inform you of the replenishment period via email within 2 business days of order placement. Shipment will be arranged only after your confirmation, or we may offer alternative solutions such as refunds or exchanges.

(I) Shipping Time

After order shipment, the standard shipping time is 15-30 calendar days, calculated from the date the tracking number is generated and the package is handed over to our partner logistics provider. The shipping time may be extended due to the following factors:

1. Destination Differences: Shipping time to remote areas and non-EU member states may be extended by 3-7 calendar days;
2. Logistics and Customs Clearance Factors: International logistics congestion, customs inspections, weather disasters, and other force majeure or third-party factors may cause shipping delays. We will do our best to assist in following up in such cases, but we do not assume direct responsibility for delays;
3. Order Size: Bulk purchase orders may have a slightly longer shipping time due to more complex packaging and sorting processes. The specific timeframe will be provided upon order confirmation.

(II) Shipping Scope

We provide global shipping services, primarily covering EU member states, the entire UK, and major countries and regions worldwide. Direct shipping may not be available to some areas restricted by international logistics, sanctions, or remote locations. Please contact us via email to confirm before placing your order.

Shipping costs are calculated based on the order's weight, volume, destination, and selected shipping method. The specific amount will be automatically generated on the order settlement page or confirmed by us in advance via email.

1. Shipping Cost Responsibility: For regular orders, shipping costs are borne by the customer. We will periodically offer free shipping promotions for orders over a certain amount; the rules for these promotions are subject to the information published on our official website or upon order confirmation.
2. Additional Fees: Customs duties, VAT, customs clearance fees, and other third-party fees that may arise during international shipping are borne by the customer. We do not cover these fees. If a package is delayed or returned due to the customer's failure to pay relevant fees on time, the customer will be responsible for any subsequent shipping costs and losses.

After your order is shipped, we will send you the tracking number and corresponding tracking link via email. You can use this link to check the real-time status of your package. Simultaneously, the logistics company will notify you via SMS or email when the package arrives at its destination, is delivered, or encounters any issues (such as delays or refusal of delivery). Please check your messages promptly.

If you do not receive tracking information or cannot find the package status within 7 business days of shipment, please contact us via email. We will assist in contacting the logistics company to verify and provide feedback on the progress.

(I) Package Receipt

When you or the designated recipient sign for the package, please check on the spot whether the package's appearance is intact and whether the product quantity, style, and size match the order. If you find the package damaged, products missing, or discrepancies, please take photos/videos as evidence on the spot and notify us via email within 24 hours of signing. We will assist in verifying and handling the issue with the logistics company.

If you entrust someone else to receive the package on your behalf, their signature will be considered confirmation of your acceptance. We will be unable to assist in pursuing liability for any subsequent issues such as damage to the appearance or discrepancies in quantity. Thank you for your understanding.

(II) Handling of Abnormal Situations

1. Lost Package: If a package has no tracking record after 15 calendar days of the agreed delivery period, or if the logistics company confirms the package is lost, we will arrange for a replacement of the same product or a full refund of the order amount (excluding shipping costs, unless otherwise agreed).
2. Returned Package: If a package is returned due to an incorrect customer address, no one to sign for it, or refusal to pay third-party fees, we will notify you to pay the additional shipping costs before reshipping, or process a refund (deducting the incurred initial shipping costs and return shipping costs).
3. Damaged Product: If the product is damaged during transportation, you must provide clear photos/videos of the package's appearance and the damaged product, along with logistics tracking records, within 7 days of signing for the package. After verification, we will arrange for a replacement, refund, or replacement, with all related shipping costs borne by us.

1. We are only responsible for delivering the products to our partner logistics providers. The logistics providers bear all transportation risks (such as loss, damage, and delays) after delivery. We will actively assist customers in communicating with the logistics providers to protect their rights.
2. Matters not covered in this policy will be handled in accordance with the EU Consumer Rights Directive, UK logistics regulations, and the terms and conditions of our partner logistics providers. Any adjustments will be announced on our official website.