Shipping policy

Shipping Policy

Last updated: July 3, 2026

This Shipping Policy explains how Nelou handles order processing, standard delivery, tracking, and shipment support. The wording is intentionally precise, customer-centered, and measured so shoppers can understand their rights without sorting through vague language. The store currently serves customers in Singapore, and checkout amounts are displayed in USD.

When preparing vacuum insulated tumblers and travel cups for shipment, we review the order record, delivery address, and item details before releasing the parcel to the carrier. vacuum insulated tumblers and travel cups can involve size, material, surface finish, package contents, and care expectations, so support reviews refer back to those concrete details.

TRANSIT, HANDLING & ORDER CUT-OFF TIME

  • Order Cut-Off Time: 2:00 PM Pacific Standard Time (Los Angeles), GMT-08:00.
  • Handling Time / Processing Time: 1-3 Business Days, Monday-Saturday, after payment is successfully authorized through Shopify Payments.
  • Transit Time: 7-13 Business Days, Monday-Saturday, after the order has been processed and handed to the carrier.
  • Total Estimated Delivery Time: 8-16 Business Days, including order processing and transit.

Business Days mean Monday-Saturday, excluding public holidays and dates when the carrier does not provide service. Orders that require additional verification may be held briefly while we contact the customer by email.

SHIPPING COST

We are pleased to offer Free Shipping on all orders within Singapore. No minimum purchase required. Standard shipping is provided at a cost of 0 USD for eligible orders, and the checkout Shipping field should display 0.00 USD for standard delivery.

DELIVERY AREA

Currently, we only ship to addresses within Singapore. We do not ship to international destinations, P.O. Boxes, or military addresses (APO/FPO).

Customers are responsible for entering a complete and accurate shipping address, including unit number, postal code, and contact phone number when required. If the address cannot be used for delivery, we will contact the customer before processing the order further. Customers in Singapore should be able to compare product details, shipping expectations, and return steps without finding conflicting statements.

SHIPPING METHODS & COURIERS

We partner with reliable couriers including USPS, FedEx, DHL, and UPS to ensure safe and timely delivery of your items.

Some orders may be shipped in separate parcels because of product availability, package size, carrier routing, or warehouse handling. When we split a shipment, we do not charge an additional standard shipping fee.

Insulated Cup Packing Notes

Nelou cup parcels are checked for cup body, lid style, color, capacity, and package count before carrier handoff. Sip-spout tumblers are reviewed for covered spout movement, wide mouth coffee cups for the press lid and rim, and slim commuter cups for snap-close lid condition and compact body profile.

A Nelou shipment contains the listed vacuum insulated cup and included lid only. Orders do not include beverages, straws unless listed, cleaning tablets, cup-holder adapters, bags, medical hydration devices, or temperature-testing equipment shown or implied by lifestyle images.

ORDER TRACKING

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number. You can track your package via our Order Tracking page or directly through the courier's official website.

If tracking stops updating for several Business Days or the parcel appears damaged, delayed, or lost, customers can contact us with the order number and a clear description so we can review the carrier information and available resolution. For condition-based questions, photos of the item and packaging are more useful than general descriptions alone. For drinkware orders, support language refers to ensuring delicate glassware, tumblers, or ceramic mugs arrive intact and match the listing details. Contact support@nelou.shop for shipment support.

CONTACT

For shipping questions, contact Nelou support at support@nelou.shop or +61480803788. Support hours: Monday-Saturday: 9:00 AM - 5:00 PM PST.