SHIPPING & RETURNS

SHIPPING POLICY

Orders are processed and shipped within 4 business days of placing your order unless you purchase expedited, time-sensitive shipping during checkout (for example UPS Next Day Air). Expedited orders will be processed and shipped within 24 hours.

Free Shipping
Domestic orders with subtotals over $75 receive free standard shipping when shipping address is located inside the United States. Orders below $75 and International Orders are charged actual carrier shipping rates. 

Domestic Orders
Orders are shipped via United States Postal Service (USPS) Priority, USPS First Class or UPS Shipping depending on the weight and size of the package. We will choose the lowest cost shipping option unless you specifically chose a shipping preference during checkout.

Delivery Times
We cannot guarantee delivery times unless you purchase expedited shipping such as "UPS Next Day Air". Days to deliver shown below shipping options during checkout are only estimates provided directly by the shipping carrier. After your order has been provided to the shipping carrier, the package is in their hands. In most cases, packages are delivered within their estimated days to deliver shown during checkout, but not always. The only way to ensure a guaranteed delivery date is to purchase expedited shipping.

Tracking
Once your order has been shipped, we will immediately email you the tracking number. Please wait a few hours after receiving the tracking number email for the package to be picked up by the carrier and the system to be updated. 

Lost or Stolen Package
If your tracking number indicates that your package was delivered, and you haven't received it or if you suspect your package has been stolen or is lost, please notify us immediately. If your package was shipped via USPS, we will advise you to submit a "Missing Mail Request" and provide us with updates. If your order was shipped via UPS, we will contact UPS for you. If after contact with the shipping carrier, the carrier determines the package cannot be found, we will begin the process of filing a claim for you. Unfortunately, claims cannot be submitted any earlier than 20 days (Domestic) or 40 days (International) from the shipment date. After the 20 days waiting period, we will contact you to confirm if the package has yet arrived. If it has not, we will proceed with the claim. It can take up to 2 weeks once the claim has been submitted to receive approval. Once the claim has been approved, we will immediately issue you a full refund of your order total. If your claim is NOT approved, and the shipping carrier can prove they delivered your package to your address, you are unfortunately a victim of mail theft. There is nothing more we can do to help and no refunds will be provided. Please note that lost or stolen packages are NOT our responsibility. Once the package leaves our location, and is scanned in by the shipping carrier, the package becomes their responsibility. Once the package is delivered to your address, it becomes your responsibility. 

Returned Packages
If your package is returned to us due to an undeliverable address, unclaimed delivery, or "no mail receptacle" designation by the carrier, we will contact you to confirm or update the shipping address. Please note that the cost of re-shipping is the responsibility of the customer, as the original shipping cost was covered as part of the initial order. Orders that qualified for free shipping will still incur a re-shipping fee for additional delivery attempts.

International Orders
We now offer International Shipping via DHL Worldwide and DHL Express to 129 countries. Some countries are restricted by our International Shipping software. Shipping charges for your order will be calculated and displayed at checkout. Your order may be subject to import duties and taxes (including VAT), which are incurred and paid at checkout. Some items may be prohibited from being sold in your country such as perfumes, soaps, and moisturizers. If an item restriction exists, you will not be able to complete your purchase. Shipping times are estimates and are not guaranteed.

RETURN POLICY

We strive to ensure your order arrives in perfect condition. If you receive a damaged or incorrect item, we are committed to making it right. Please carefully review our terms below.

If you are simply unsatisfied and wish to return an item, view our 30-day Money Back Guarantee for details.

How to Report a Damaged or Incorrect Item

• Contact Us Within 7 Days: If you receive an item that is damaged or incorrect, please contact us within 7 days of receiving the item. 
• Provide Evidence: We require clear photographic evidence of the damage or incorrect item, along with your order number, to initiate a replacement request.

Replacement Terms

• Replacement Item: Upon confirmation of damage or error, we will ship a replacement of the original item within 4 business days.
• No Return of Damaged Items: You are not required to return the damaged or incorrect item, simply discard.

Limitations & Exclusions

• One-Time Replacement: Each customer is entitled to one replacement per damaged or incorrect item per order. Repeated claims of damage or incorrect items may be subject to review.
• Policy Abuse: This policy is designed to ensure customer satisfaction in rare instances of damage or error. Any misuse or abuse of this policy will result in the denial of future claims and could impact your ability to place future orders.

30 DAY MONEY-BACK GUARANTEE

We stand by the quality of our products and proudly offer a 30-Day Money-Back Guarantee for any single item you are not completely satisfied with.

To view our full 30-Day Money Back Guarantee Policy for exclusions, terms, and how to initiate the refund, view the policy here.

ORDER CANCELLATION

If you wish to cancel an order after placing it, please contact us immediately by phone at 708.990.4995 or via email at info@nefertemnaturals.com. We will make every effort to cancel your order before it ships, but cancellation is not guaranteed once processing begins. If your order has already been shipped and you still wish to cancel it, you will be responsible for all return shipping costs to send the item(s) back to us as well as the original shipping charges we incurred to ship the order to you.

PRODUCT WARRANTIES 

Other than our 30-Day Money-Back Guarantee, Nefertem Naturals, LLC offers no additional product warranties. If any adverse reaction occurs during the use of our products, immediately discontinue use and contact us. 

Still have questions? Contact us now. We'd be happy to help.