SHIPPING POLICY

At NOVASUN SKINCARE, operated by TWIN CAFE LLC, we aim to process and deliver orders as quickly and reliably as possible. This Shipping Policy explains our order processing times, estimated delivery times, shipping charges, tracking, address requirements, and procedures for delayed, lost, or damaged shipments.

1. Free Express Shipping

We currently offer: Free Express Shipping on all eligible orders There is no minimum purchase requirement unless otherwise stated during checkout or as part of a specific promotion. Our standard estimated delivery timeframe is: Approximately 3 business days after shipment Please note that this is an estimated delivery timeframe and not a guaranteed delivery date.

2. Order Processing Time

Orders are generally processed within: 24–48 business hours Processing includes:

• Order verification
• Payment confirmation
• Fraud and security screening where applicable
• Product preparation
• Packing
• Shipping label creation
• Transfer to the applicable shipping carrier

Orders placed during weekends, public holidays, or outside normal business hours may begin processing on the next business day. Processing times may occasionally be longer during:

• Promotional events
• Holiday periods
• High-volume sales
• Product launches
• Severe weather
• Unexpected operational delays

3. Estimated Delivery Time

After your order has been processed and transferred to the shipping carrier, delivery is generally estimated within approximately: 3 business days Business days generally do not include weekends or recognized public holidays. For example, if an order is shipped on a Friday, weekend days may not count toward the estimated delivery period. Delivery estimates may vary depending on the destination and carrier conditions.

4. Shipping Confirmation and Tracking

Once your order has been prepared for shipment, you may receive a shipping confirmation containing available tracking information. Tracking information may take some time to become active after a shipping label has been created. A status such as “Label Created,” “Pre-Shipment,” or similar wording may mean that the carrier has received shipment information but has not yet completed its first physical scan of the package. Carrier tracking systems are operated by third parties, and tracking updates may occasionally be delayed or incomplete.

5. Delivery Delays

Although we work to have orders delivered within the estimated timeframe, delays may occur for reasons outside our reasonable control. Possible causes include:

• Carrier processing delays
• Severe weather
• Natural disasters
• Transportation interruptions
• Holiday shipping volume
• Incorrect or incomplete addresses
• Delivery access issues
• Regional service disruptions
• Government restrictions
• Operational issues affecting a carrier

Estimated shipping and delivery dates are provided as guidance only unless we specifically state that a delivery date is guaranteed.

6. Shipping Carrier Responsibility

Once an order has been transferred to the shipping carrier, transportation and final delivery are performed by that carrier. NOVASUN SKINCARE will make reasonable efforts to assist customers with delivery-related concerns, but we do not directly control carrier operations, delivery routes, scanning systems, or carrier delays. Nothing in this policy limits any rights or responsibilities that cannot legally be excluded under applicable law.

7. Accurate Shipping Information

Customers are responsible for providing a complete and accurate shipping address at checkout. Please carefully review:

• Recipient name
• Street address
• Apartment, suite, or unit number
• City
• State
• ZIP or postal code
• Telephone number, where requested

NOVASUN SKINCARE is not responsible for delays or delivery problems caused by inaccurate or incomplete information supplied by the customer, except where otherwise required by law.

8. Address Changes

If you notice an error in your shipping address, contact us as soon as possible at: [email protected] We will make reasonable efforts to update the address if the order has not yet entered fulfillment or shipment. However, we cannot guarantee address changes once:

• The order has been processed
• A shipping label has been created
• The package has entered fulfillment
• The package has been transferred to the carrier

Once a package has shipped, address changes may be subject to the carrier's policies and may not be possible.

9. Incorrect or Incomplete Addresses

If an order is delayed, returned, or undeliverable because the customer provided an incorrect or incomplete address, additional shipping charges may apply where permitted by law. If a package is returned to us, we may contact you to determine whether you would prefer:

• Reshipment, which may require additional shipping charges, or
• An applicable refund in accordance with our Refund & Return Policy

Original shipping-related costs may be deducted where appropriate and legally permitted.

10. Delivered but Not Received

If tracking shows that your package has been delivered but you cannot locate it, we recommend first:

• Checking around the delivery location
• Checking with other members of your household
• Checking with neighbors where appropriate
• Checking your building reception, mailroom, or front desk
• Reviewing any delivery photograph or carrier delivery details
• Contacting the shipping carrier

If the package still cannot be located, please contact us at [email protected] with your order number and tracking information. We will make reasonable efforts to assist with the carrier investigation. A carrier's “Delivered” tracking status does not automatically prevent us from reviewing a legitimate delivery issue.

11. Lost Packages

If a package appears to be lost in transit, please contact us with:

• Your full name
• Order number
• Shipping address
• Tracking number, if available

We may need to investigate the shipment with the carrier before providing a resolution. Depending on the circumstances, available resolutions may include:

• Replacement
• Refund
• Store credit
• Another appropriate resolution

The specific resolution may depend on carrier findings, product availability, and applicable law.

12. Damaged Packages

If your package arrives visibly damaged or the products inside are damaged during transit, please contact us as soon as possible. For damaged product claims, please provide:

• Your order number
• A description of the issue
• Clear photographs of the damaged product
• Photographs of the shipping packaging
• Photographs of the shipping label where possible

For damage-related claims, please refer to our Refund & Return Policy, including any applicable reporting timeframe.

13. Missing Items

If your package arrives but one or more products are missing, contact us promptly at: [email protected] Please include your order number and photographs of the package and products received where possible. We may review fulfillment records before providing a resolution.

14. Multiple Shipments

In some circumstances, products within the same order may be shipped separately. If this occurs, you may receive:

• Multiple packages
• Separate tracking numbers
• Packages arriving on different dates

You will not ordinarily be charged additional shipping fees merely because we divide an order into multiple shipments.

15. Refused or Unclaimed Deliveries

If a customer refuses delivery or fails to collect a package, the shipment may be returned to us. If the package is successfully returned, any eligible refund will be handled according to our Refund & Return Policy. Where permitted by law, applicable shipping, return-to-sender, or handling costs may be deducted from the refund.

16. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible. We may be able to cancel an order before it enters processing or fulfillment. However, once an order has been processed or shipped, cancellation may no longer be possible. A shipped order will generally need to be handled under our Refund & Return Policy.

17. Holiday and Promotional Periods

During major holidays, promotional campaigns, product launches, or unusually busy periods, order processing and shipping may take longer than normal. Any temporary changes to our estimated processing or delivery times may be communicated through our website or during checkout where appropriate.

18. International Shipping

If international shipping is offered, availability, delivery estimates, shipping charges, customs duties, taxes, and import requirements may vary depending on the destination. Any applicable international shipping conditions will be displayed during checkout or otherwise communicated before purchase. Unless stated otherwise, customers may be responsible for customs duties, import taxes, or other government charges imposed by the destination country. If international shipping is not available to your destination, the website may prevent checkout or display no available shipping option.

19. Changes to Shipping Services

We reserve the right to change available carriers, shipping methods, delivery estimates, or shipping promotions when reasonably necessary. If we modify our standard shipping policy, the updated terms will be published on this page.

20. Relationship to Our Refund & Return Policy

Shipping-related refund, replacement, damage, and return requests may also be governed by our Refund & Return Policy. If there is a conflict between policies regarding a return or refund, the policy most specifically applicable to the issue will generally control, subject to applicable law.