Thank you for shopping with Nuvelah.com. This Shipping & Refund Policy explains how shipping, delivery, returns, refunds, and claims are handled for orders placed through our website.
1. Shipping Policy
Nuvelah ships premium dessert ingredients, including sauces, creams, spreads, chocolate melts, crumbs, waffle mixes, crepe mixes, kataifi, and other food service products to eligible locations based on available shipping options at checkout.
Shipping costs are calculated based on package weight, order size, delivery distance, shipping destination, and available carrier rates. Final shipping charges will be shown at checkout before payment is completed.
2. Order Processing
Orders are processed after payment is successfully completed. Processing times may vary depending on order volume, product availability, holidays, weather, or carrier pickup schedules.
Once your order is packed and handed to the shipping carrier, delivery time depends on the carrier and the shipping method selected at checkout.
3. Delivery Times
Delivery times are estimates only and are not guaranteed. Nuvelah is not responsible for delays caused by shipping carriers, weather, holidays, incorrect addresses, customs issues, carrier disruptions, or other circumstances outside our control.
Customers are responsible for providing a complete and accurate shipping address at checkout. Nuvelah is not responsible for delays, lost packages, or delivery issues caused by incorrect or incomplete address information.
4. Shipping Damage, Missing Items, or Wrong Items
If your order arrives damaged, missing items, or contains the wrong product, please contact us within 48 hours of delivery. To help us review your claim, please provide:
- Order number
- Full name and contact information
- Clear photos of the package
- Clear photos of the damaged or incorrect product
- Description of the issue
Claims submitted without photos or after 48 hours may not be eligible for replacement, refund, or store credit.
5. Refund and Return Policy
Nuvelah accepts eligible refund or return requests within 14 days after delivery.
Because Nuvelah sells food and dessert ingredients, all returns must meet safety and quality requirements. Returned products must be:
- Unopened
- Unused
- In original packaging
- In resellable condition
- Not damaged after delivery
- Not exposed to heat, moisture, contamination, or improper storage
Opened, used, damaged, expired, altered, or improperly stored food products cannot be returned or refunded.
6. Non-Refundable Items
The following items are not eligible for return or refund:
- Opened food products
- Used products
- Products damaged after delivery
- Products not in original packaging
- Products affected by improper storage
- Clearance, final sale, or special-order items
- Perishable or temperature-sensitive items, when applicable
- Shipping charges, unless the issue was caused by Nuvelah
7. Return Shipping
Customers are responsible for return shipping costs unless the return is due to an error made by Nuvelah, such as sending the wrong item.
Original shipping charges are non-refundable unless the refund is due to a verified Nuvelah error.
We recommend using a trackable shipping service for returns. Nuvelah is not responsible for return packages that are lost, delayed, or damaged in transit.
8. Refund Processing
Once a returned item is received and inspected, Nuvelah will determine whether the item qualifies for a refund, replacement, or store credit.
Approved refunds will be issued to the original payment method when possible. Refund processing times may vary depending on your bank, credit card company, or payment provider.
9. Cancellations
Order cancellation requests must be submitted as soon as possible. Cancellations are not guaranteed once an order has been processed, packed, labeled, or shipped.
If an order has already shipped, the customer may need to follow the standard return process after delivery.
10. Melted, Separated, or Texture-Changed Products
Some dessert ingredients may be sensitive to heat, cold, or storage conditions during transit or after delivery. Nuvelah is not responsible for melting, separation, texture changes, or quality issues caused by weather, carrier delays, or improper storage after delivery.
Customers are responsible for storing products according to package instructions and keeping items away from heat, sunlight, moisture, and contamination.
11. Wholesale and Business Orders
Wholesale and business orders may be subject to different return, refund, or replacement terms depending on order size, product type, and agreement between Nuvelah and the customer.
Business customers are responsible for inspecting shipments upon delivery and reporting any issue within 48 hours.
12. Contact Us
For shipping, return, refund, or order questions, please contact us through the contact information listed on Nuvelah.com.
Website: Nuvelah.com
Brand: Nuvelah
Products: Premium dessert ingredients, sauces, creams, spreads, chocolate melts, crumbs, mixes, kataifi, and food service supplies.