Shipping policy

Shipping Options:

Shipping Dispatched from Mondays to Fridays during business hours, excluding US National holidays.

Handling:

After placing an order, it usually takes 2-4 business days for processing. Given our worldwide shipping service, delivery times may vary depending on the destination country. For the majority of countries, parcels should arrive within 10 business days (excluding Sundays and statutory holidays).
Handling Time: 2 - 4 days

Delivery Times

Please note that our products are dispatched from our central global warehouse. Due to this international logistics process, delivery times can vary and are largely contingent on local postal services once the packages have reached their destination countries, including the United States and Canada. We appreciate your understanding and patience in this regard.
Location Delivery Times
United States 5 - 15 business days
United Kingdom 6 - 15 business days
Europe 6 - 15 business days
Canada 6 - 15 business days
Australia 6 - 15 business days
New Zealand 6 - 15 business day

    Shipping Charges


    Location Condition Shipping Charges
    United States $0.00–$69.99 $4.97
    $70.00 and up Free
    International (Outside of US) $0.00–$69.99 $6.97
    $70.00 and up Free


    Incorrect Address

    Make sure you provide the correct address at checkout because:
    • If there is incorrect or missing information that we can detect on our end, we may be required to contact you for an update on the delivery information, which can cause delays in delivering your order.
    • We are not responsible if your order gets delivered to the wrong address or returned to sender (as all of the items will be donated right after they come back to our warehouse)
    • You have a 1-hour window from the time of your purchase to request a change in your address information. Requests for address changes made after this period will not be approved.


    How Do I Obtain My Tracking Number?

    You will receive an email notification containing your tracking number once your items have been shipped. Furthermore, you'll receive email updates as your package progresses through various regions.
    Should you not receive a tracking number or if it is non-functional, please do not hesitate to contact us for support.


    How Do I Monitor My Order Status?

    Upon shipment of your order, you will receive an email update titled "Your Natvive order #* is en route." This email will contain your tracking number and pertinent information.
    Utilize the tracking number provided to monitor your order on the specified tracking page.

    Can I Modify My Order?

    Yes, you can adjust your order within 1 hours of placing it. For more details on returns and exchanges, kindly visit our Refunds page.

    Encountering Issues With Tracking Updates?

    After your order has been successfully placed, you will receive an Order Acknowledgement email to confirm your order details. Once your item ships, you will receive a Shipment Confirmation email including your order number, the carrier's information, the date and time the order was placed, the status of the order, and package tracking numbers for items that have shipped. You can track your items on the carrier's official website after 24 hours.

    Once they arrive in your country, your local postal services take over. This means you'll be able to track your parcel on your local postal services' website with the same tracking number. If the tracking shows that the parcel couldn't be delivered for any reason, please contact your local post office first, to have further details. Since they are handling your parcel, they would be able to give you information that we don't have.

    If your order is past the estimated delivery date or has been marked as delivered but cannot be located, please contact Customer Service for assistance. E-mail: support@natvive.com

    DELIVERY

    We take every reasonable precaution to ensure that products are not damaged, If the item is damaged in transit, please immediately email support@natvive.com within 3 business days after receiving shipping.

    If your order has been damaged during transit, please get in touch with us promptly, by sending us a picture.

    If possible, please record any issue concerning the delivery (damaged/soaked package, torn/bended products...) to the carrier when you receive your order.

    What If I Suspect My Package Is Stolen or Lost In Transit

    If the tracking number for your package indicates it has been delivered to the correct address you provided, please check with your neighbors and contact the nearest post office to inquire about your order. We cannot take responsibility if the shipping label confirms the delivery to the correct address, but we will assist you in working with the shipping company to locate your item.
    If the tracking shows a "delivered" status due to an incorrect address provided by you without notifying us via email for correction within 1 hours since you placed your order, we will not be responsible for the situation, and we will not be able to replace, refund, or reship the item.


    Stolen Items

    We are not responsible for stolen items. We highly recommend shipping to a secure location, such as a PO Box or Amazon locker to ensure successful retrieval of order. In the event you determine your order stolen, you can file a claim with the carrier