1. Order Processing Time
All our orders are processed and shipped out within 2-3 business days.
After the order is shipped out and received by the carrier, we will update you with a Track-and-Trace code with which you can follow your package and see the remaining shipping time.
Please allow 2 to 6 hours for the tracking information to update
2. Shipping Address Changes
If you would like to change the shipping address for your order, please contact us by email and include your new shipping address. Once the order is shipped, we can not alter the shipping address anymore.
3. PRODUCT AVAILABILITY
3. Shipping Methods, Costs, and Delivery Times
Shipping costs are calculated during checkout based on weight, dimensions and
destination of the items in the order and where the order shipps form. Due to our access to multiple product suppliers, please check each product’s shipping options before placing your order.
We provide multiple shipping options:
Shipping methods and delivery time estimates per region are represented by the following table:
| Shipping from | Delivery time |
| US to US | 5-10 Business days |
| Germany to US | 10-15 Business days |
| China to US | 15-25 Business days |
| Poland to US | 20-25 Business days |
| Spain to US | 15-37 Business days |
| Australia to US | 15-25 Business days |
| France to US | 7-16 Business days |
| Italy to US | 10-16 Business days |
| Russian Federation to US | 7-16 Business days |
| United Kingdom to US | 6-11 Business days |
Be aware that these delivery times can become longer in case your order is placed during busier periods such as near Christmas or Thanksgiving.
4. Shipping Restrictions
Sadly, we are unable to ship your order to a [PO BOX] or to a [MILITARY ADDRESS]
5. Packages Damaged, Lost, or Missing While in Transit
If you have a suspicion of your parcel being lost or missing while in Transit, please contact us by email. We can contact the shipping company to investigate the issue.
If your package has indeed gone missing, we will send you a new one free of charge or send you a full refund.
If your package has arrived damaged, contact us and we will provide a replacement or refund as soon as possible.
6. Returns and Refunds
6.1 Return Due To Change of Mind
Nalu.Surf will happily accept returns due to change of mind as long as the request is received by us within 30 days of you receiving the item.
The item must be returned to us in the original packaging, unopened, and unused.
The return shipping costs will be paid by the customer. Once we receive the package, the refund will be processed and you will receive the full value of the product as a refund.
6.2 Warranty Returns
We do not offer warranties, however, we will assist you if you would like to issue a warranty claim to the product manufacturer. Most product manufacturers require the claim to be submitted within 90 days of you receiving the package. Click here to contact us with waranty questions
The return shipping will be pre-paid for by the customer unless the product manufacturer reimburse you once the warranty claim is successful.
7. Customer Service
For questions, support, problems, or warranty claims, please contact us by email at [email protected]
