Shipping Policy

Last Updated: October 28, 2026

This policy explains preparation, delivery charges, tracking, and shipment support for orders placed through norvellona.

Chongqing Mou's Girls Digital Technology Co., Ltd. operates the store and administers its shipping arrangements.

1. Delivery Availability

We deliver to the countries, regions, and addresses supported by the services displayed at checkout.

Enter a complete address to check availability. Some remote areas, P.O. boxes, military addresses, or product-and-destination combinations may be excluded.

If no shipping method appears, we cannot currently deliver to that address.

If a restriction prevents fulfillment of an accepted order, we will notify you and refund payments collected for the unfulfilled portion.

2. Before Dispatch

Orders normally require 1–3 business days after payment confirmation for preparation and handover to the carrier.

This processing period is separate from transit time. Business days exclude weekends and applicable public holidays.

If we cannot dispatch within the stated period, we will provide a revised estimate and explain your options to accept the delay or cancel the unshipped order for a refund.

Where affirmative consent to a delay is required, we will obtain it or cancel and refund as required by law.

3. Delivery Estimates

Standard transit is estimated at 7–15 business days after dispatch.

Including preparation, the estimated overall time is 8–18 business days after payment confirmation.

We offer a standard service only where this estimate applies. Any materially different destination-specific estimate must be disclosed before the order is accepted.

Delivery estimates are not guaranteed appointments. Customs clearance, severe weather, public holidays, and carrier disruption can affect transit.

These estimates do not remove remedies for non-delivery or failure to fulfill an order.

4. Shipping Charges

Free standard shipping applies when the merchandise subtotal is US$39 or more after discounts, before taxes and shipping charges.

For merchandise subtotals below US$39, shipping is calculated and displayed at checkout before payment.

Where another currency is displayed, the corresponding qualifying amount is shown before payment.

The offer applies where standard delivery is available; it does not create delivery availability for an unsupported address.

We do not charge additional postage because we choose to split an order into separate parcels.

We also do not retrospectively charge outbound shipping solely because a later return reduces retained merchandise below the free-shipping threshold.

5. Fulfillment Locations

We work with fulfillment partners according to inventory and destination.

Products may originate outside your country. Dispatch locations may differ from our business address.

We do not represent every item as locally stocked or domestically shipped.

Items ordered together may arrive separately. Separate tracking details are supplied where applicable.

6. Tracking Information

After dispatch, shipping confirmation and tracking information are sent to the email address associated with the order.

The carrier may need time to register its first scan. A temporary gap between updates does not necessarily indicate a lost parcel.

Contact us if you cannot locate the confirmation or need help reviewing tracking information.

7. Address Problems and Failed Delivery

Check the recipient name, address, postal code, and contact information before payment.

Notify us immediately if a correction is needed. We will try to assist before fulfillment begins, but changes cannot be guaranteed once processing or dispatch is underway.

If a parcel is returned or delivery fails, we will review the cause with you.

Reasonable reshipment charges may apply where the issue results solely from inaccurate customer-supplied information or an avoidable failure to collect the parcel.

Any proposed charge is explained before you agree to reshipment.

8. Delayed or Missing Parcels

Email service@norvellona.com if delivery is significantly overdue, tracking has stopped updating for an extended period, or you believe a parcel is missing.

We will investigate with the carrier or fulfillment partner.

If a shipment is lost before successful delivery through no fault of the customer, we provide an appropriate replacement or refund without additional cost.

9. Parcels Marked Delivered

A “Delivered” tracking status does not automatically close a missing-parcel request.

Check the delivery area, household members, reception, and any safe place used by the carrier. If the parcel remains missing, contact us.

We may request reasonable cooperation with a carrier investigation and will assess the evidence and applicable consumer rights.

10. Transit Damage

If goods arrive damaged, provide an explanation and photographs where practical.

Retain packaging if safe and reasonably possible. An unboxing video is not required, and you should not handle damaged components unsafely to obtain evidence.

The Return Policy explains remedies and cost arrangements for damaged or incorrectly supplied goods.

11. Taxes and Import Charges

Taxes and import charges collected by us are displayed at checkout.

If an additional import payment must be made directly by the recipient to a carrier or customs authority, that arrangement will be disclosed before the order is accepted.

We do not use a general customs disclaimer to impose an undisclosed payment obligation after purchase.

Contact us before paying an unexpected charge so we can investigate.

12. Returns

Our designated return facility is in China. Returns from outside China require international shipping to China.

Obtain the complete address and instructions before mailing an item. The Return Policy explains eligibility, postage responsibilities, and refunds.

The return facility’s location does not establish the origin of every outbound shipment.

13. Delivery Assistance

Legal Company Name: Chongqing Mou's Girls Digital Technology Co., Ltd.

Brand: norvellona

Business Address: First Production Team, Tuya Village, Zuantang Town, Qijiang District, Chongqing, China

Email: service@norvellona.com

Phone: +86 23 4869 5413

Service Hours: Monday–Friday, 9:00 AM–6:00 PM, China Standard Time (UTC+8), excluding public holidays in China.

We aim to respond within 1–2 business days.