01. Order Processing

After payment confirmation and any necessary order verification, orders are normally prepared within 2–4 business days.

During holidays, promotional events, or periods of unusually high order volume, processing may require up to 5 business days.

Business days generally exclude Saturdays, Sundays, and applicable public holidays. Processing time and carrier transit time are separate periods.

02. Estimated U.S. Delivery

For standard shipping to supported United States addresses, estimated carrier transit time is generally 10–15 business days after dispatch.

The estimated total time from placing an order to delivery therefore includes both order processing and carrier transit time.

Delivery estimates are expected ranges and are not guaranteed arrival dates. Weather, carrier disruption, holidays, customs procedures, remote destinations, or other circumstances outside our reasonable control may affect delivery.

03. Shipping Charges

Available shipping methods and applicable shipping charges are calculated and displayed during checkout based on the destination and available delivery service.

You will have an opportunity to review the applicable shipping cost and final order total before submitting payment.

04. Fulfillment & Shipping Origin

Depending on inventory availability, product location, package requirements, and delivery destination, orders may be fulfilled from our facilities or designated fulfillment partners.

The physical shipping origin shown on a parcel may therefore differ from the registered business address of Ningbo Ruiba E-Commerce Co., Ltd. (宁波锐霸电子商务有限公司).

Products from the same order may occasionally be shipped separately and may receive different tracking numbers.

05. Tracking Your Shipment

Once an order has been dispatched and tracking information becomes available, a shipping confirmation containing the available tracking details will normally be sent to the email address entered during checkout.

The carrier may require additional time after a shipping label is created before the first tracking movement appears.

The carrier used may vary depending on the product, fulfillment location, destination, and available shipping service.

06. Shipping Address Changes

Please review your name, delivery address, apartment or unit number, postal code, and contact information carefully before submitting your order.

If you discover an error after ordering, contact service@nuvqeri.com as soon as possible. We will make reasonable efforts to update the address before fulfillment begins, but a change cannot be guaranteed after processing or shipment preparation has started.

Reasonable reshipping costs may apply when an incorrect, incomplete, or undeliverable address supplied by the customer causes a parcel to be returned and shipped again.

07. P.O. Boxes, APO/FPO & U.S. Territories

Availability for P.O. boxes, APO/FPO addresses, and United States territories depends on the product, destination, and carriers available at the time of purchase.

If an address is supported, the available shipping option will normally appear during checkout. If no shipping option appears, we may be unable to deliver to that address.

08. Delayed or Inactive Tracking

Temporary gaps in tracking updates may occur while a parcel moves between facilities, carriers, or shipping networks.

If tracking has not updated for an extended period or the shipment appears significantly delayed, contact us with your order number. We will review the available information and, where appropriate, work with the carrier or fulfillment provider to investigate.

09. Lost Shipments

If a package appears to have been lost while in transit, please contact customer support with your order number.

After the available tracking information and shipment circumstances have been reviewed, we will provide an appropriate replacement, refund, reshipment, or other reasonable solution where the loss is confirmed.

10. Delivered but Not Received

If tracking shows “Delivered” but you cannot locate the parcel, first check the delivery area, mailbox, household members, building reception, neighbors, and the carrier where appropriate.

A carrier’s “Delivered” status does not automatically prevent us from reviewing a delivery claim. If the package still cannot be located, contact us with your order number so the circumstances can be reviewed.

11. Damaged, Incomplete, or Incorrect Orders

Contact us promptly if your order arrives damaged, incomplete, incorrect, or materially different from its product description.

Because Nuvqeri™ offers different types of pet supplies, product materials, packaging, and protective components may vary by item.

Please provide:

• Your order number.
• A clear description of the issue.
• Photographs or videos showing the item and issue.
• A photograph of the exterior packaging and shipping label.

After an issue attributable to us has been reviewed and confirmed, we will provide an appropriate replacement, refund, reshipment, or return solution without requiring you to bear additional costs caused by that error.

Product variation notice: Colors and small surface details may appear slightly different because of photography, lighting, screen settings, or production variation. A variation does not automatically mean an item is defective. Items that are damaged, incorrect, or materially different from their description will be reviewed under our Return & Refund Policy.

12. International Delivery & Import Charges

Nuvqeri™ primarily serves customers in the United States. Where delivery to another destination is available, the applicable shipping options will be displayed during checkout.

An international destination may impose customs duties, import taxes, brokerage fees, or similar charges. Unless checkout clearly states that these costs are included, charges imposed by a government, customs authority, carrier, or broker are generally the recipient’s responsibility.

Need help with a shipment?

Contact Nuvqeri™ with your order number. We aim to respond within 24 hours. Customer service hours: 8:00 AM – 10:00 PM Daily.