Shipping policy

All orders are processed and fulfilled by NAPE. Please review our shipping policy below for processing timelines, delivery expectations, and important terms.

1. Order Processing & Delivery Times

Processing Time: Orders are typically processed and shipped within 1–5 business days. Once your package has shipped, you will receive a confirmation email with your tracking number.

Estimated Delivery: Standard delivery typically takes 5–14 business days from the dispatch date.

Please note: Exact delivery times vary depending on local postal carrier speed, flight availability, and customs clearance procedures, which are outside of our direct control.

2. Shipping Carriers

US & Europe: Most orders are shipped via standard postal packet services (such as EUB or Hong Kong Post Air Mail), or regional express couriers depending on destination availability.

Asia & Other Regions: Orders are dispatched using local reliable carriers tailored to the specific region.

Expedited Shipping: If you selected express shipping at checkout, your order will be handled by international couriers such as DHL or FedEx.

3. Remote Area Surcharges

Standard shipping rates do not include surcharges for addresses classified as "Remote Areas" by international express couriers (e.g., DHL/FedEx). If your shipping address incurs a remote area delivery surcharge, our customer support team will contact you prior to shipment with details regarding the additional fee.

4. Customer Responsibilities for Successful Delivery

To ensure smooth and timely delivery, customers are responsible for providing complete and accurate shipping information and cooperating with necessary customs procedures:

Customs Clearance & Duties: If your local customs requires documentation or import tax payments, our courier will notify you. Customers must provide the required details or settle customs fees promptly. If a parcel is returned to our origin warehouse due to unresponsiveness or refusal to pay import taxes, the return shipping costs will be deducted from any eligible product refund.

Incorrect Address / Contact Info: If a delivery fails due to an incorrect address, missing phone number, or failure to accept delivery, the customer is responsible for any re-delivery fees charged by the carrier.

Change of Mind Returns: If you decide to return a delivered product that is not defective, you are responsible for the return shipping costs to our designated facility. Refunds will be issued to your original payment method once the return is received and inspected.

5. Lost Parcels & "Delivered" Status Issues

If tracking displays "Delivered" on the carrier’s website but you have not received your package:

Notify Us Within 30 Days: You must contact our customer service team at nape1@nape.cc within 30 days of the listed delivery date.

File a Carrier Claim: Please check with neighbors or local postal offices, and request a "Proof of Non-Receipt / Lost Parcel" claim confirmation from the local courier. This documentation allows us to open a formal investigation and submit an insurance claim on your behalf.

Time Limit: After 30 days from the marked delivery date, courier tracking data is archived and carriers will no longer accept lost parcel claims. Consequently, we cannot issue refunds or replacements for unreceived deliveries reported more than 30 days after the marked delivery date.