Shipping policy

 

All Nuvio orders are shipped from our U.S. warehouse with 2–5 business day shipping.

Nuvio is the operator of Nuvio ("we" and "us") (https://nuviorecovery.com/) ("Website"). By placing an order through this website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations for our service.

1. Shipping Costs

Shipping is free across the USA (contiguous United States). Remote states and territories (Hawaii, Alaska and Puerto Rico) may be subject to a small subsidized shipping charge.

2. Delivery Terms

2.1  Shipping Time

All orders are shipped using 2–5 business day shipping providers. The typical providers used are UPS, Amazon Shipping, USPS and FedEx (we may choose to use alternative providers). Please allow up to 10 business days before you contact us regarding a delay in shipping. 

2.3 Dispatch Time

Orders are usually dispatched within 1 business day after payment of the order. In some circumstances, it may take up to 3 business days to process and dispatch orders.

Once an order has been received, processed, dispatched or shipped, the ability to successfully process a cancellation of the order may not be possible (see section 5).

We take steps to ensure shipment delays will be kept to a minimum.

In limited circumstances such as new product launches or high-demand periods, orders may be fulfilled from alternative warehouse locations to prevent delays. This may result in slightly longer processing and/or transit times than our usual 2–5 business-day shipping window. We use this approach only when necessary to ensure the fastest and most reliable delivery experience possible.

2.4 Change Of Delivery Address

For a change of delivery address requests, please email us at support@nuviorecovery.com with your order number and new address request. Our customer service team will process this request as quickly as possible and provide it to our shipping team. Unfortunately, it is not always physically possible to change the delivery address before an order is dispatched. 

Our goal is to process and ship all orders as quickly as possible, therefore it is not always possible to successfully apply a 'Change Of Delivery Address' request. 

We kindly ask all customers to double-check their delivery address when completing their order with us to help avoid this issue.

2.5 P.O. Box Shipping

Nuvio will ship to P.O. box addresses using postal services only. We are unable to offer courier services to these locations.

2.6 Military Address Shipping

We are able to ship most of our items to military addresses using USPS.  Some product restrictions are applied by USPS.

2.7 Items Out Of Stock

If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.

2.8 Delivery Time Exceeded

If delivery time has exceeded 7 business days, please contact us so that we can conduct an investigation. In this scenario, we are usually able to successfully locate the item and resolve the problem instantly. In other cases, we may need to ship a free replacement item. Our customer service team will explore all available options to ensure that every customer receives their order.

3. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider

 4. Parcels Damaged In Transit

If you find a parcel is damaged in transit, please accept the parcel and contact our customer support team at support@nuviorecovery.com as soon as possible. To ensure we can assist you, logistics issues must be reported within 7 days of delivery. Reports submitted after this timeframe will not be eligible for a claim. Please include the following details to help our team resolve your case:

1. Logistics Label
2. Photos of the packaging
3. Order details

For theft claims, please also provide photos of the delivery location (e.g., address signage or storage area).

5. Cancellations

If you change your mind before you receive your order, please email us at support@nuviorecovery.com. Our customer service team will process the request as quickly as possible. Despite this, it is not always possible to successfully complete a cancellation request before the order is shipped. Our customer service team aims to respond to all emails within 24 hours, therefore even if you notify us of your cancellation request before your order is dispatched, we cannot guarantee that this will be processed prior to the automated dispatch of your order. If an order has been dispatched, please refer to our refund policy. 

6. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier. Our customer service team will investigate and provide assistance to resolve any case that is required.

7. Customer Service

For all customer service enquiries, please email us at support@nuviorecovery.com