Delivery Policy

  1. Shipping Methods and Costs

 In general, we offer free shipping on orders over $49. During our promotion period until 30 October 2024, you can enjoy our worldwide FREE shipping service WIHTOUT a minimum order amount. Our shipping partners include but are not limited to, USPS and UPS. Our priority is to choose the most proper method to offer you the most efficient delivery service (mainly by Air + Express), regardless of your location.

 

  1. Order Processing Time

 Order processing times vary depending on stock availability:

o    In-Stock Items: All of the items typically showcased in the virtual shop are currently available. Orders for in-stock items are processed and shipped within 24-48 hours, Monday through Friday. Weekend orders may be shipped the following Monday.

o    Holidays: Please note that weekends and holidays are not considered business days by NESTEEN and our logistics partners. Major holidays may cause slight delays in shipping (about 2-3 days) and customer service response times. We will respond to inquiries as promptly as possible during these periods.

 

  1. Order Tracking

 You can track your order using the following methods:

o    Email Notification: After your order is shipped, you will receive an email with the tracking number and a link to track your order.

o    Account Login: Log into your account on NESTEEN and find tracking information on the "Order Details" page.

o    Order Tracking Page: Visit the "Order Tracking" page on NESTEEN for detailed tracking information.

 

  1. Changing Your Delivery Address

 o    Before Shipment: If you realize your shipping address is incorrect, please get in touch with our customer service at [nesteen.connection@gmail.com] within 24 hours. We will assist in updating your address before the order is shipped.

o    After Shipment: The shipping address cannot be changed once the order has been shipped. In such cases, you may need to contact your local post office to redirect the package.

 

  1. Discreet Packaging

 Your privacy is essential for us. Each order is shipped with 100% discreet packaging: a plain box or bag with the brand's name written highly discreetly. Only the mailing addresses are displayed as the most visible information to ensure successful delivery. For certain countries with special legislation and customs requirements, your package will mark "handheld massager" as the description on the box.

 

  1. Important Notes

 Address Verification: Please double-check your shipping address before completing your purchase. An accurate location is essential to ensure efficient deliveries.

Non-Assistance Situations: we may be unable to assist if you are no longer at the address indicated in your purchase order, are not present to receive the package, or do not promptly claim it from the shipping facility. Thus, if you have an address change once your purchase order is made, please let us know as soon as possible.

Return to Sender: If products are returned due to a wrong address or failure to claim, we can either resend the items (charging only the shipping cost) or refund the product cost minus the shipping fee.

Lost Packages:

  • Definition: A lost package is any package not received by the customer and confirmed as delivered via the tracking number. Insurance does not cover losses if the tracking shows confirmed delivery.
  • Action Required: If your tracking number indicates delivery but you have not received the package, please contact the shipping company within 72 hours of the confirmed delivery. Reporting delays beyond 72 hours may hinder retrieval efforts.
  • Responsibility: We will try our best to assist you to communicate with the shipping company, but are irresponsible for lost, misdirected, or stolen packages.

International Shipping:

  • Taxes and Fees: We will cover the cost of personal postage tax for your order and report it as necessary.
  • Customs Refusal: If your products are refused at customs because adult products are prohibited in your country, we are not liable for the customs refusal.

 

  1. Warehouse Locations

 Central Warehouses in Hong Kong: We operate our central warehouses in Hong Kong. Thanks to its powerful logistics capacity and favorable location, our central warehouses will ensure prompt delivery to all our customers worldwide.