Shipping & Returns Policy
1.1 Processing Time:
All orders are processed and shipped within 1 to 5 business days after the order is placed.
1.2 Delivery Times:
We ship worldwide. Please refer to the estimated delivery times for your country (calculated from the dispatch date):
Country / Region | Estimated Delivery Time (Business Days) |
United States | 13 – 15 days |
United Kingdom | 13 – 15 days |
Europe | 13 – 15 days |
Australia & New Zealand | 15 – 20 days |
Canada | 13 – 17 days |
Japan | 10 – 13 days |
Taiwan | 10 – 13 days |
Singapore | 10 – 13 days |
Thailand | 11 – 15 days |
Vietnam | 11 – 15 days |
Malaysia | 11 – 15 days |
Rest of the World | 15 – 25 days |
1.3 Shipping Costs & Customs Duties:
- Shipping Fees: Shipping costs are calculated based on the destination and package weight at checkout. Shipping fees are the responsibility of the customer.
- Customs Duties & Import Taxes: International orders may be subject to customs duties, import taxes, or other fees levied by the destination country. As these charges vary by country, the recipient (customer) is responsible for paying any such fees upon delivery. We are unable to estimate or prepay these charges. We recommend consulting your local customs office for more information prior to placing your order.
1.4 Additional Information:
- Please note that once an order has been shipped, we have no control over the logistics process. In rare cases (e.g., during peak seasons), international delivery may take up to 6 weeks.
- If your order has not arrived within 6 weeks, you will be eligible for a full refund.
- We provide a tracking number for all packages. Due to carrier update delays, tracking information may take up to 5 days to appear in the system.
2.1 Return Request Period:
Customers have a period of 14 days upon receiving the ordered items to request a return. To initiate a return, please send an email to: service@noyobags.com
Any refund request submitted after 14 days will be refused.
The email must contain the following information:
- Subject Line: “Product Return”
- Order Number
- Customer’s Last Name
- Delivery Address
- Email Address Associated with the Order
2.2 Accepted Return Reasons:
- The item is damaged or has defects
- The item has not arrived within the maximum promised delivery period of 6 weeks
- The item is significantly differentfrom that described
⚠️ Important Notice for Damaged/Defective Item Claims:
To protect your rights and ensure a smooth return process, if you receive a damaged or defective item, you must provide a continuous unboxing video when filing your claim.
- The video should clearly show: The unopened package exterior → The complete unboxing process → The item being removed → Close-up details of the damage/defect.
- Failure to provide a complete and uncut unboxing video may result in our inability to verify the claim, which could affect your eligibility for a refund.
Please note that we reserve the right to refuse a return or refund if the reason does not meet the conditions outlined above.
Circumstances for Which We Cannot Be Held Responsible:
- User Error: Incorrect address provided or incorrect recipient information.
- Delivered but Missing: All orders include a tracking number. If the tracking status shows “Delivered” but the package goes missing from the recipient’s property or mailbox, a refund will not be provided for this reason. It is the customer’s responsibility to ensure the delivery address provided is secure.
- Incorrect Sizing: Please ensure at the product page that your mobile phone can fit inside the bag before purchasing.
- Lost Packages: In the unfortunate event that your package is lost in transit (confirmed by a lack of tracking updates beyond the reasonable delivery window and verified by the carrier), we will take the following measures:
- Prioritize Your Refund/Replacement: We will process a full refundor send a replacement to you first, ensuring your rights are protected.
- Handle the Claim: We will file a claim directly with the shipping carrier on our end. No additional action or paperwork is required from you.
- Note: If the tracking status shows “Delivered” but the buyer claims non-receipt, we ask that the buyer first check the security of the delivery location (e.g., with a building manager or family members). If confirmed as a carrier error, we will assist in investigating with the shipping company.
2.3 Return Conditions:
Return shipping costs are the responsibility of the customer. A refund will not be issued if the returned item does not meet the following conditions:
- Returned items must be in new, unused conditionand, if applicable, in their original packaging.
- If any returned item is soiled or damagedby the customer, it will not be accepted.
- The customer is responsible for paying the shipping costsfor returning the item(s).
2.4 Return Process:
- Contact Us: Send an email to support@noyobags.comwith “Return Request” and your order number in the subject line. Please include the reason for your return in the email body.
- Obtain Authorization: We will respond within 5 to 7 business dayswith return authorization and the shipping address based on our return policy terms.
- Ship Back & Inspection: Once your return package is received and inspected, we will send you an email notifying you of the receipt and the approval or rejection of your refund.
- Refund Processing: Once approved, your refund will be processed within 5 to 7 business daysof our receipt of the returned item. The refund will be credited to your original method of payment, minus return shipping costs. Please allow 7 to 15 business days for your bank to post the refund to your account.
Your satisfaction is very important to us.
For any further questions, please contact us at service@noyobags.com.
