SHIPPING & TRACKING
♡ When will my order be shipped?
For in-stock items, our current shipping and processing times are 1-5 business days, subject to Canadian holidays. For pre-order items, you can find out more details on our pre-orders updates page or the item listing itself.
♡ What should I do if the order is delayed?
Unfortunately, we cannot control the transportation process of the shipped packages. Please get in touch with the carrier for any delays/changes in delivery time.
♡ Does shipping include tracking?
All of our packages are sent with tracked shipping ONLY.
♡ How do I check shipping prices?
You can check shipping prices by inputting your address upon checkout.
♡ Can I combine orders and shipping?
As long as the items haven't shipped, absolutely! Please contact support@nyahallo.com.
♡ Where do you ship to?
We ship to most countries internationally, however there are a few countries our standard carrier does not ship to. Please see the next question if your country does not show up upon checkout. Shipping rates vary based on weight and distance; estimated cost will be calculated at check out.
♡ My country doesn't show up upon checkout but I would like to order, what should I do?
Please email support@nyahallo.com and we can arrange an international carrier to ship your order. Please keep in mind international rates can be very pricey and understand we are not responsible for customs charges and/or fees.
♡ I wrote the wrong address, what can I do?
Please contact the shipping provider for more information if the package is lost. We can't edit addresses once the order has shipped. You, the customer are responsible for providing a complete and correct address. We are not responsible for incorrect addresses, so please ensure your address is correct and complete. If the item has not yet shipped please email us immediately to change your address.
♡ My package is lost or stolen, what do I do?
Once the package is scanned and marked as delivered, our responsibility ends here. Once your package was already shipped out and USPS officially claimed delivery, we unfortunately no longer have control over the process. As such, please contact your local USPS at 800-522-9085 to help locate your package, supplying the tracking number associated with your order. If after a week, your package is still haven't arrived, you can file a missing mail request on the USPS website and they will help locate the package for you.
On the chance it was stolen, report it to the US Postal Inspection Service if it still can't be located. https://postalinspectors.uspis.gov/
We are not responsible if a package gets lost or stolen. It is the buyer's responsibility to provide a safe location for the delivery of packages.
If the tracking number shows that your item is delivered, we will not issue a refund or replacement under ANY circumstances.
♡ Am I (the customer) responsible for customs/duties/taxes/fees:
When ordering internationally, additional customs fees may apply. Customers are 100% responsible for all Duties, Fees, Taxes and/or VAT (Value Added Tax) imposed by their respective countries when shipping internationally. These taxes are NOT included in the International shipping fee and orders will not be refunded because of unwanted additional fees. Please be sure to check with your local post office to find out fees before placing an order.
The recipient is the importer of record and must comply with all laws and regulations of the destination. Customs policies vary widely; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Failure to fulfill these charges will result in an unsuccessful delivery.
♡ What happens if my order is returned to sender?
If your order is returned by the shipping carrier due to an incorrect address, you are responsible for paying the shipping fees needed to re-ship the package. We are not responsible for incorrect addresses provided during checkout, and we will not provide a refund if you refuse to pay for your package to be re-shipped.
RETURN/REFUND & CANCELLATIONS
♡ Can I cancel my order? Please note that we can only accommodate cancellation requests for in-stock items within 12 hours of placement. To request a cancellation, kindly email us at support@nyahallo.com.
Please be aware that we cannot cancel pre-order items, except for pre-sample pre-order items, which can be cancelled at any time without incurring a fee.
♡ Can I return items? Yes, but there's a 25% restocking fee, and you are responsible to ship the items in their original packaging as well as pay for the items to be shipped.
