Shipping policy

Last updated: July 24, 2026

1. Where we ship

At launch, NORLUA ships to deliverable street addresses in the 48 contiguous United States and the District of Columbia.

We do not currently ship to Alaska, Hawaii, Puerto Rico, Guam, the U.S. Virgin Islands, American Samoa, the Northern Mariana Islands, other U.S. territories, P.O. boxes, or APO/FPO/DPO military or diplomatic addresses.

2. Rural and remote addresses within the service area

We serve rural and remote addresses within the 48 contiguous states and the District of Columbia where our carrier network confirms service is available. These orders may require up to 5 additional business days beyond the normal transit estimate.

We do not add an unannounced remote-area surcharge after checkout. If a carrier confirms that an address cannot be served, we will contact you to request a deliverable alternative address or cancel the affected order and issue a full refund.

3. Processing time

Orders are normally prepared and dispatched within 2–4 business days after payment is confirmed. Business days are Monday through Friday, excluding public holidays observed by NORLUA or the relevant fulfillment location. Orders placed on weekends or holidays begin processing on the next business day.

Processing may take longer during launches, promotional periods, unusually high order volume, address verification, or circumstances outside our reasonable control. We will provide notice if a material delay affects your order.

4. Estimated transit time

After dispatch, standard delivery is estimated at 7–12 business days. Eligible rural or remote addresses may require up to 5 additional business days. These are good-faith estimates, not guaranteed delivery dates.

Weather, carrier congestion, security checks, customs processing, natural events, or other circumstances outside our control can affect transit time. If we cannot ship within the period stated when you ordered, we will notify you and provide any delay choice or refund required by applicable law.

5. Shipping cost, duties, and taxes

Standard shipping is free for eligible U.S. orders unless checkout clearly states otherwise. Import duties and ordinary customs-clearance charges are included for the destinations we currently serve, so customers should not normally be asked to pay an additional import charge on delivery.

Applicable state or local sales tax, if any, may be calculated at checkout. If a carrier or customs authority asks you for an unexpected payment, do not pay it before contacting care@norlua.com so that we can verify the request.

6. Tracking

When the order is dispatched, we will send available tracking information to the email address used at checkout. Tracking may take 1–3 business days to show movement after the label is created or the package enters the carrier network.

7. Address accuracy and changes

Please enter a complete street address, apartment or unit number, city, state, postal code, email address, and telephone number. Contact care@norlua.com immediately if you notice an error. We will try to update an address before dispatch, but changes are not guaranteed.

If a package is returned, delayed, lost, or requires reshipment because the customer supplied an incomplete or incorrect address, refused delivery, or failed to collect the package, the customer may be responsible for reasonable non-recoverable shipping costs to the extent permitted by law. We will explain the available options before charging any new amount.

8. Delivery, loss, and damage

Inspect the package promptly after delivery. If the package or product arrives damaged, the wrong item is delivered, or the order is incomplete, contact care@norlua.com within 7 calendar days and follow the evidence steps in our Return & Refund Policy.

If tracking has not updated for 7 business days, or the estimated delivery window has passed without delivery, contact us. We will review the shipment with the carrier. A carrier investigation may be required before replacement or refund. This does not limit any right that cannot lawfully be excluded.

9. Separate packages

An order may occasionally arrive in more than one package. If so, tracking information may be issued separately. You will not be charged extra standard shipping solely because we split an order.

10. Contact

For shipping questions, contact care@norlua.com and include your order number.