Frequently Asked Questions (FAQ)

Effective Date: June 15, 2026

Shipping & Delivery

Q1. Where do you ship to? Currently, we only ship to eligible physical addresses within the United States. We do not offer international shipping at this time, nor do we ship to P.O. Boxes or APO/FPO addresses.

Q2. How much will I pay for shipping? We like to keep things simple. We charge a flat shipping fee of $4.99 for all orders nationwide. The amount you see at checkout is the final price—there are absolutely no hidden handling fees or surprise charges later.

Q3. How long will it take for my order to arrive?

Handling/Processing Time: 1–3 business days (Monday to Friday).
Transit/Transit Time: 6–9 business days (Monday to Friday).
Estimated Delivery Window: You can generally expect your package to arrive within 7–12 business days from the day you place your order.

Please note: Orders placed on weekends or public holidays will begin processing the following business day.

Q4. Can I track my package? Yes, absolutely! As soon as our team ships your order, we will send you a confirmation email containing a tracking number. Please allow up to 24 hours for the tracking link to activate on the carrier's system. If you don't see the email, please peek into your spam or promotions folder before reaching out to us.

Cancellations & Changes

Q5. Can I cancel or change my order? We move fast to get your orders out! If you need to cancel your order, please email or call us within 12 hours of placement. If the order has already entered the processing phase or has been handed over to the shipping carrier, we won't be able to cancel it. However, you can easily return the items once they arrive, in line with our return policy.

Payments & Security

Q6. What payment methods do you accept? We accept all major secure payment methods during checkout, including credit cards and debit cards (Visa, Mastercard, American Express, and Discover).

Your security is our priority: All transactions are heavily encrypted during transmission through trusted payment gateways. Nivaus never sees or stores your complete payment card details.

Returns, Damages & Refunds

Q7. What is your return window and policy? We want you to love what you bought. If you are not completely satisfied, you can return eligible items within 30 calendar days from the date of delivery. To qualify for a full refund, items must be unused, unwashed, in their original packaging, and include all original tags and accessories.

Q8. Who pays for return shipping?

For Buyer’s Remorse (Change of mind, wrong size ordered, etc.): The customer is responsible for covering the return shipping costs. Shipping costs are non-refundable.
For Defective/Wrong Items: If the return is due to our mistake, Nivaus will provide a prepaid return shipping label at no cost to you.

Q9. What should I do if my order arrives damaged, defective, or incorrect? We are so sorry if this happened! Please inspect your package upon arrival and contact us within 48 hours of delivery if something is wrong. Please email us your order number along with clear photos of the damaged/incorrect item and the shipping box. We will review it immediately and send a replacement or issue a full refund.

Q10. How long do refunds take to process? Once we receive and inspect your returned item at our warehouse, we will send you an email notification. If approved, your refund will be automatically processed back to your original method of payment within 5–7 business days. Please note that your bank or credit card company may take an additional few days to post the balance to your account.

Q11. What if my package gets lost during transit? If the carrier tracking status confirms that your package is officially lost in transit, please alert us. We will launch an investigation with the shipping company and arrange either a free replacement or a full refund for you.

Still Have Questions? Contact Us

Our customer care team is human, friendly, and ready to help!

Store Name: Nivaus
Corporate Address: 14930 Don Julian Rd, City of Industry, CA 91746, United States
Email Support: support@nivaus.com (We respond within 24 business hours)
Phone Support: +1 (415) 754-0789
Operating Hours: Monday – Friday, 9:00 AM – 5:00 PM Pacific Time (PT)