FAQ

When will my order be shipped?

Most orders of in-stock items will ship out the day after the order is placed. Please keep in mind, orders do not ship on weekends or on these US holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and the day after Thanksgiving, and Christmas Day. Orders shipped via USPS will not ship on holidays observed by the US Postal Service, such as President’s Day, Martin Luther King Day, etc.

How quickly are orders delivered after shipment?

Once your order leaves the warehouse, the shipping method you select determines how quickly the order will arrive to your doorstep. Domestic (US) shipping methods:

  • Standard Shipping — Delivers within 5-9 business days of placing order.
  • UPS Ground — Delivers within 5-7 business days of placing order.

The warehouse needs one business day for order processing. UPS does not count the day it receives shipping information as a business day. Orders shipped via UPS will not be delivered on Saturday, Sunday, or national holidays.

When shipping to a PO Box or an APO/FPO address, your order will be delivered by the US Postal Service. UPS does not ship to PO Boxes. International shipping methods (currently to Japan, The Netherlands, and Singapore):

  • International Standard — Delivers in 2-4 weeks, unless delayed in customs. No tracking information is available for orders shipped outside the US. International and military orders may experience delays in shipping due to inbound and outbound processing.

Can my order be delivered on the weekend?

Orders will not be delivered on the weekend. However, the US Postal Service does deliver some items on Saturdays, so if you choose Standard Shipping, your order may arrive on a Saturday with your regular mail delivery.

How can I track my order?

The tracking number associated with your order will be sent in your shipping confirmation email. Domestic and international orders sent with standard shipping will not have a tracking number.

Can I change or cancel my order?

Orders are processed very quickly to ensure the fastest delivery possible. Because of this, an order usually cannot be changed or cancelled once it has been submitted. Please be sure to check all information very carefully before placing your order. If you discover a mistake, please contact us immediately.

My order has already shipped. Can I have the delivery address changed?

The shipping address for orders that are already on their way to you cannot be changed by Nulab or our fulfillment center.

USPS is not able to change delivery addresses once an order has been shipped.

UPS is sometimes able to change the shipping address. Call 1-800-PICK-UPS and provide your tracking number to check if the address can be changed. Note that changing the address is likely to delay your delivery.

Can I return or exchange an item I’ve purchased?

If you need to return an item or exchange it for a different size, submit a request. Items may be returned within 30 days of purchase for a refund or an exchange. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To return your product, you should mail your product to: 262 Bowery Street New York New York US 10012

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

What if I order something that’s out of stock?

We work very hard to prevent this from happening. Occasionally, however, orders might slip through that contain out-of-stock items. In these cases, out-of-stock item(s) or your entire order may be cancelled; you will, of course, receive a refund to your credit card for any items that cannot be shipped. Our fulfillment center will also contact you to let you know that your order has been modified.

Will I be charged a customs fee for my order?

All orders shipped outside the United States may be assessed customs fees by the government of the destination country. The shipping fees charged for your order do not include custom fees. If you’re unsure of your country’s laws and policies regarding customs fees, please contact your local customs office. We strongly recommend you familiarize yourself with the customs charges in your country before you place an order.

I have a question about our shop that isn’t related to an order.

Contact Nulab directly here.