Shipping policy

Noruno partner with major international shipping companies like FedEx, UPS, DHL, SF Express and EMS who work with local couriers - allowing us to ship directly to your doorstep for free tracked shipping (over a certain order threshold). 

You will be charged when you order and all payments are subject to verification and approval before shipping. To help fight credit card fraud, orders with incorrect billing information or required additional verification may be cancelled and refunded.

Shipping Process

We require 1-3 days on average to fulfil your order and transport to our carriers sorting facility. Some items may take longer, especially around major holidays, or if your order includes popular items experiencing stock availability issues.

Once your order has begun processing through our shipping department, we are unable to make any changes (including address change). We will only ship to the address provided at checkout.

We only ship during business days and do not ship Saturday/Sunday or holidays. Once your order has been shipped, you will receive a shipping confirmation email.

For orders with multiple items, products may be shipped separately and received on different dates due to the difference in partner locations.

Tracking

All orders are processed with tracking numbers. You will receive an email with the tracking number when your order is dispatched and can easily track this through its journey on our site's 'order tracking' page. 

For some providers, it can take a few days for tracking information to update in the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us at support@shopnoruno.com.

Lost/Missing Packages

Noruno is not liable if the incorrect address is placed during the checkout process. Please ensure that billing and shipping addresses are correct before processing your order. If we have made an error we will fully take responsibility for the original order that was made for you at no charge.

You may add our extra protection shipping service at the checkout for an additional fee.  If you have purchased our extra protection shipping and your product is lost, damaged or stolen in transit, we will arrange for a free replacement order to be sent to you. If you have chosen to not add extra shipping protection and your item is delayed, lost, damaged or stolen, you agree to seek relief directly from your local shipping provider under their terms and conditions of service or to accept personal responsibility if you are not covered thereunder. 

Note: We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests and we may not be able to honour your claim if it is not reported.

Wrong Address Disclaimer:

It is the responsibility of the buyer to ensure that the shipping address entered is correct before submitting an order. We start working on your order immediately, so we are unable to make any changes to an order after it has been placed. If the order has already been processed through our shipping department, we cannot retrieve it for an address change. 

Feedback

We love to hear your feedback, questions and any concerns. Please feel free to reach out to us at support@shopnoruno.com to let us know how we are doing. We take all feedback seriously and are always striving to further improve our products and services.