How Can We Help?

Orders are typically processed within 1–3 business days. Standard shipping to the US usually takes 7–14 business days depending on your location and shipping method. You'll receive a tracking number by email once your order ships.

This is normal, especially during customs processing or carrier handoffs. Tracking may not update for 3–5 days during transit. If your tracking hasn't moved for more than 7 business days, contact us at support@nellvo.com with your order number and we'll investigate.

Please allow the full delivery window before reaching out — orders typically take 1–3 business days to process plus 7–14 business days for delivery. Keep in mind that weekends and holidays don't count as business days, so shipments won't move during those periods. Start by checking your tracking link (sent to your email when the order shipped). If the full 15 business days have passed and your tracking shows no movement for 7+ days, email us at support@nellvo.com with your order number and we'll look into it right away.

First, check around your property — porches, side doors, mailboxes, and with neighbors, as carriers sometimes leave packages in unexpected spots. Also check if anyone in your household accepted it. If you still can't locate it after 24 hours, email us at support@nellvo.com with your order number and we'll work with the carrier to resolve it.

If your order hasn't shipped yet, we may be able to update the address — email us at support@nellvo.com as soon as possible with your order number and the corrected address. Once an order has shipped, the address can no longer be changed. If the package is returned to us due to an incorrect address, we'll reship it to the right address (additional shipping costs may apply).

Currently we primarily serve customers in the United States. International delivery times and customs fees vary by destination. Any import duties, taxes, or customs charges are the responsibility of the customer.

We offer a 30-day return policy. Unopened products can be returned in original condition. Opened products may be eligible for return if you used them as directed and they are not more than half depleted. See our full Return & Refund Policy for details.

Email us at support@nellvo.com with your order number and the reason for your return. We'll respond within 1–2 business days with return instructions. Please contact us before opening a dispute with your bank — we can process refunds much faster directly.

Approved refunds are processed within 14 business days of receiving your return. Your bank or card provider may need an additional 5–10 business days to post the refund to your account. If more than 15 business days have passed since approval, contact us.

We process orders quickly, but if your order hasn't shipped yet we may be able to modify or cancel it. Email us at support@nellvo.com as soon as possible with your order number. Once an order has shipped, it can't be cancelled but you can return it under our 30-day return policy.

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are processed securely — we never store your card details.

Check your spam or junk folder first — confirmation emails sometimes end up there. If you still can't find it, email us at support@nellvo.com with the email address you used at checkout and we'll resend it.