1. How long are shipping times?
We know a quick delivery is important to you and we are working hard to achieve that. At the same time, we're trying to emphasize sustainability which is usually slower than a normal delivery! Therefore please be patient, all orders are shipped out within 72 hours and will take approx. 2-4 weeks to reach your doorstep. Each product at naturvival has an estimated delivery time that you can find in the product description.
2. Will I have to pay international taxes & duties?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the package. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages. For further details of charges, please contact your local customs office or Google and research about their policies.
Naturvival cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
Customs clearance procedures and inspections can cause delays beyond our original delivery estimates. Naturvival is not responsible for delays in shipping caused by extraneous factors (such as weather, inspections, incorrect addresses, labor disputes, and/or transportation problems). We cannot be responsible for lost or damaged packages.
2.1 How are taxes and duties calculated?
For Duties Delivered Paid (DDP) Orders: Duties and taxes may be included in the price depending on ship to country. If not included in the price, they will be shown at checkout.
For Duties Delivered Unpaid (DDU) Orders: As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival.
3. What's your return policy?
Instead of returning items, you can contact us for a full refund. Why? Returns run counter to our emphasis on sustainability: every return has a carbon footprint. So just tell us what went wrong, send along a picture, and we'll give you your money back in full. Then, if possible, you can donate your product to a local charity or recycle it.
4. Can I cancel my order?
Due to the high number of orders we get each day, our ordering and fulfillment processes are automated.
Any orders made are forwarded and processed by our supplier almost in real-time and at a certain cost per unit that we can not claw back. Therefore we can only accept order cancellations if they were done within 1 hour of submitting the order. To cancel your order you need to contact us by email at firstname.lastname@example.org. You can still return the items to us within 30 days by shipping them back, as outlined in our Refund & Return policy, in which case we will issue a refund.
5. What happens if I receive the wrong item?
If there's an issue with your order - if it's the wrong size, wrong color, defective, or otherwise not exactly what you wanted - then simply notify us, and we'll give you a refund. You won't be asked to ship the product back to us.
6. What about the Coronavirus?
Lots of our customers seemed to be concerned about the corona virus and if there is a likehood of them getting affected due to their packages and online purrchases in general.
The likelihood of an infected person contaminating commercial goods is 0 and the risk of catching the virus that causes COVID-19 from a package that has been moved, traveled and exposed to different conditions and temperature is also 0, according to the World Health Organization. (WHO)
In general, because of poor survivability of these coronaviruses on surfaces, there is likely NO RISK AT ALL of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures. (The Virus dies after 1-3 hours on packages)
7. Why was my order cancelled?
If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that it is not true, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com
8. The mailing company left me a note to pick up the parcel and I missed the deadline. They say the products are now returned. What should I do?
Please speak to your local post office. Hopefully, they will be able to help you. Unfortunately, we cannot issue any refunds or resend your order in such a situation as the package may be considered abandoned, destroyed, or returned to our distribution center (at an extremely high cost charged to us). Thanks for your understanding.