Shipping Policy
We aim to deliver all orders safely and on time while maintaining the freshness and quality of products such as premium tea, coffee, healthy supplements, and vermicelli.
1. Order Processing Time
- Orders are usually processed within 1–2 business days after successful payment confirmation.
- Orders placed on weekends or public holidays will be processed on the next working day.
- Once the order is processed and dispatched, customers will receive a shipping confirmation notification.
2. Delivery Time
Estimated delivery timelines may vary depending on the delivery location:
- Standard delivery: 3–7 business days after dispatch.
- Delivery times may vary in remote locations or during peak seasons, holidays, or unforeseen logistics delays.
While every effort is made to deliver orders within the estimated timeframe, delivery dates are not guaranteed.
3. Shipping Coverage
Orders are shipped across eligible serviceable locations through reliable logistics partners. If a delivery location is not serviceable, the order may be cancelled and the payment will be refunded.
4. Shipping Charges
- Shipping charges, if applicable, will be displayed at checkout before payment.
- Promotional offers such as free shipping may be available during special campaigns.
5. Order Tracking
After the order is dispatched, tracking details may be provided so customers can monitor the shipment status until delivery.
6. Delivery Issues
If there are any problems with delivery such as:
- Damaged package during transit
- Missing items
- Incorrect delivery
Customers should report the issue within 48 hours of delivery with clear photos or an unboxing video for verification.
Customer support:
help@nelatho.com
7. Incorrect Address
Customers are responsible for providing accurate and complete shipping information while placing the order. Orders delayed or undelivered due to incorrect or incomplete address details may not be eligible for reshipment without additional charges.
8. Failed Delivery Attempts
If a delivery attempt fails due to customer unavailability, the courier partner may attempt delivery again. If the order is returned after multiple failed attempts, additional shipping charges may apply for resending the order.
9. Policy Updates
The shipping policy may be updated or modified at any time to improve service and operational efficiency.