1. Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully confirmed.

Processing time is separate from shipping transit time and begins before the order is handed to the applicable carrier or delivery partner.

Processing may occasionally take longer during holidays, promotional periods, periods of unusually high order volume, inventory verification, payment review, or other operational circumstances.

2. Shipping Methods & Rates

The following shipping options may be available for eligible orders shipped to the United States.

The US$49 free-shipping threshold is calculated after applicable discounts and before taxes or other charges, unless otherwise indicated during checkout.

Available shipping options, final shipping charges, destination restrictions, and any applicable delivery estimates will be displayed during checkout before payment is completed.

3. Estimated Delivery Times

For orders shipped to the United States, standard delivery generally takes approximately 5–12 business days after dispatch.

Express delivery estimates, where available, will be displayed during checkout based on the destination and available carrier service.

International delivery times may vary depending on destination, carrier operations, customs processing, local delivery services, and other transportation conditions.

Shipping and delivery estimates are provided for reference and are not guaranteed delivery dates.

4. Fulfillment Locations

Orders may be fulfilled from our own facilities or from partner fulfillment locations depending on product availability, inventory location, and the delivery destination.

The location from which an order is fulfilled may differ from NORVELLIQ's registered business address.

When multiple fulfillment locations are used, items included in the same order may occasionally be shipped separately.

5. Tracking Your Order

Once your order has shipped, a shipping confirmation email containing your tracking information will be sent to the email address used during checkout.

You can use the tracking number or tracking link provided in that email to follow the progress of your shipment.

Tracking information may require some time to become active after the carrier first receives or scans the package. Carrier scan frequency and tracking updates may vary.

If your tracking link does not work, tracking has not updated for an extended period, or your shipment appears significantly delayed, please contact us with your order number.

6. Delivery Delays

Delivery may occasionally be affected by carrier operations, customs review, weather conditions, transportation disruptions, holidays, remote delivery destinations, local delivery conditions, or other circumstances outside our reasonable control.

If a shipment appears significantly delayed or tracking information has not updated for an extended period, please contact us at service@norvelliq.com with your order number.

Our customer support team will review the available shipment information and assist with the appropriate next steps.

7. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order after delivery. If an item arrives damaged, defective, incorrect, or incomplete, contact us as soon as reasonably possible.

Please include your order number and clear photographs or videos showing the item, packaging, shipping label, damaged area, missing component, or other relevant issue.

Once the issue has been reviewed and confirmed, we will provide an appropriate solution at no additional cost to the customer.

Depending on the circumstances and product availability, the solution may include a replacement, refund, return solution, or another appropriate remedy.

Please retain the affected item and original packaging until the support request has been reviewed unless otherwise instructed.

8. Delivery Address Information

Customers are responsible for providing complete, accurate, and deliverable shipping information during checkout.

Please carefully review your recipient name, street address, apartment or unit number, city, state, postal code, and other delivery information before completing your order.

If you discover an error after placing your order, please contact us as soon as possible.

We cannot guarantee that delivery information can be changed once processing, fulfillment preparation, shipment preparation, or dispatch has begun.

If a shipment is returned, delayed, or requires reshipment because of incomplete or inaccurate customer-provided information, reasonable reshipment costs may apply.

9. P.O. Boxes & Delivery Restrictions

Some shipping carriers or delivery services may have limitations on deliveries to P.O. Boxes or certain restricted addresses.

For the smoothest delivery experience, we recommend providing a complete residential or business street address whenever possible.

Any applicable destination restrictions or unavailable shipping services may be displayed during checkout.

10. International Orders

Where international shipping is available, customs duties, import taxes, brokerage fees, customs-clearance charges, or other local fees may apply.

Unless otherwise stated during checkout, these charges are the responsibility of the recipient and are not controlled by Sichuan Hengqi Hongtai Technology Co., Ltd., operating as NORVELLIQ.

Customs procedures may also affect estimated delivery times.

11. Lost, Delayed, or Delivered Packages

If tracking shows an unusual delay or your package cannot be located, please contact our customer support team so that we can review the available shipping information.

If tracking indicates that a package has been delivered, please first check the delivery area, mailbox, building reception, household members, neighbors, and the shipping carrier where appropriate.

If you still cannot locate the package, contact us with your order number and any relevant tracking or delivery information.

We will review the available information and assist with appropriate next steps based on the circumstances of the shipment, applicable carrier procedures, available evidence, and applicable store policies or law.

A carrier delivery scan does not by itself prevent you from contacting NORVELLIQ or requesting that a delivery issue be reviewed.

12. Split Shipments

Items included in the same order may occasionally be shipped separately due to inventory availability, fulfillment location, product characteristics, or other operational requirements.

Separate packages may arrive at different times and may have different tracking numbers.

13. Shipping Protection

If Shipping Protection is offered and displayed as an optional service during checkout, it may provide additional assistance for certain eligible loss, theft, or transit-damage issues.

Where offered, Shipping Protection applies only when selected during checkout and is subject to any applicable eligibility requirements, exclusions, procedures, or terms presented with that service.

Shipping Protection is an additional service and does not limit rights or remedies that may otherwise be available under applicable law or NORVELLIQ's store policies.

14. Returns After Delivery

Eligible purchases may be returned within 180 calendar days after confirmed delivery, subject to the eligibility requirements, exclusions, and procedures stated in our Return & Refund Policy.

Please contact our customer support team before sending any return so that the appropriate return instructions and return destination can be provided.

For detailed information regarding return eligibility, free standard return shipping, refunds, exchanges, cancellations, and exclusions, please review our current Return & Refund Policy.