Shipping Policy

Effective date August 19, 2026

1Where we ship

We ship to addresses in the United States. We do not ship outside the United States today.

If you try to send an order somewhere we cannot deliver, tell us before you place it and we will tell you plainly whether we can help. If an order is placed for a destination we cannot ship to, we cancel it and refund you in full rather than leaving it sitting unfulfilled.

2What shipping costs

Standard shipping is free on orders over $30.

We measure that against the value of the items in your order after any discount or promotional code has been applied, before tax, and not counting anything we do not physically ship. On an order at or below $30, standard shipping is calculated at checkout from the weight of what you bought and where it is going, and the amount is shown to you before you pay.

Faster services cost more and are priced at checkout.

3How long an order takes

There are two parts to it. First we pack your order and hand it to the carrier, which normally takes 1 to 3 business days. Then the carrier moves it, which takes as long as the service you chose takes for that distance.

A business day is Monday through Friday, not counting weekends or the holidays we and our carriers recognize. An order placed on a Friday evening starts its first business day on the following Monday. Paying for a faster carrier service buys faster transit; it does not shorten the packing time unless the checkout page says so for that specific service.

If something is going to take materially longer than that, we tell you rather than letting the order go quiet.

4Carriers and services

We ship with USPS, UPS and FedEx. Which one carries your parcel is chosen when we pack it, based on the destination, the size and weight, and which service will get there soonest. Where you have paid for an expedited service, we use a carrier that offers it.

Standard shipments do not require a signature. If you would rather a parcel was not left unattended, tell us before it ships and we will use a service that suits, or tell you what it costs if it costs more.

5Tracking

You get a shipping confirmation by email with a tracking number as soon as the label is created. A new tracking number can take up to 24 hours to start showing scans, and a parcel sometimes travels faster than the scans that describe it.

If your tracking has shown nothing at all two business days after you got the confirmation, write to us. That usually means the label was made but the parcel was not scanned in.

6Your delivery address

We print the address you give us. Please check it before you place the order, including the apartment or unit number, because a missing unit number is the single most common reason a parcel goes astray.

We can deliver to a PO box when the order goes by USPS. Some carriers and some expedited services cannot deliver to a PO box at all. If your order has to travel by one of those, we contact you for a street address instead of shipping it and hoping.

If you spot a mistake in the address, tell us straight away. While the order is still being packed we can normally correct it. Once it has shipped we cannot change the address printed on the label, although we can often ask the carrier to redirect or hold it, and we will try.

If a parcel comes back to us as undeliverable, we contact you and you choose: we send it again to a corrected address, or we refund you for the items. If the address was wrong because of something we did, we cover the cost of sending it again. If it was wrong in the address we were given, we ask you to cover the postage for the second attempt, and we tell you what that is before anything is charged.

7Orders that arrive in more than one parcel

Sometimes an order ships in several boxes, or on different days, or from more than one location. When that happens you get tracking for each parcel, and you are never charged shipping more than once for the same order.

If something you ordered is out of stock, we tell you and you decide. We can ship what is available now and send the rest when it arrives, hold the whole order and send it together, or cancel the part we cannot ship and refund it. We do not hold an order indefinitely waiting for stock without saying so.

8Heat, cold, and how liquid products travel

Most of what we ship is liquid in a sealed bottle. In ordinary conditions that travels perfectly well. Two conditions are worth knowing about.

• Heat. A parcel left in a hot vehicle or on a sunny step through a summer afternoon gets far hotter than a room does. Sustained extreme heat can affect a liquid product.
• Freezing. A bottle that freezes can expand, crack, or break its seal, and the damage is not always visible from the outside of the box.

So please bring your parcel indoors reasonably promptly, especially in very hot or very cold weather. If you know a parcel will sit outside for days, ask us to hold the shipment or send it somewhere it can be taken in.

The same applies to a bottle that arrives frozen solid, with a broken seal, or with obviously less in it than there should be. Tell us and we will send you another one. The Returns and Refunds Policy sets out how that works.

9If a delivery goes missing

A delivery scan is evidence, and it is where an investigation starts. It is not the end of the conversation, and we do not treat it as one.

If your parcel has not turned up, or tracking says it was delivered and it was not, here is exactly what happens. You are not expected to run this yourself.

1. Tell us. Write to support@nefense.com with your order number and the address it was sent to, as soon as you notice. The sooner you tell us, the more the carrier still holds on file.
2. We check the address. We compare the address on the shipping label with the address you gave us, so that if the mistake was ours we are the ones who find it.
3. We pull the delivery evidence. That means the carrier's full scan history, the time and location recorded for the delivery scan, and the photograph or location detail where the carrier captured one. This often shows the parcel went to a nearby address, or that it is still moving.
4. If the evidence suggests the parcel reached your address, we ask you to check the usual places: side and back doors, a mailroom or building office, a neighbor, and anyone else at the address who may have brought it in. This is a step, not a condition of getting help.
5. We open a trace with the carrier and give you the reference. A carrier trace normally takes a few business days. We follow it up ourselves rather than waiting for you to ask again.
6. We write down what the trace found and we tell you, whether it found the parcel, found a misdelivery, or found nothing at all.
7. We put it right. If we cannot establish that the parcel reached you, we send a replacement or refund you in full, and the choice is yours. If the item is out of stock, you get the refund rather than a wait.

If a parcel turns up after we have already replaced or refunded it, just tell us. We will either arrange to collect it at our cost or ask you to keep it, and we will say which. We are not going to bill you by surprise.

10Changes to this document

We update this document when what we do changes, when the law changes, or when we find wording that is unclear. Every version is kept, and each one records the date it took effect.

How you find out depends on how much changed. A correction that does not change your rights is simply published. A change that does affect your rights is announced before it takes effect. A change that materially alters what you agreed to is not applied to you by silence: we ask you to accept it, and continuing to browse the site is not treated as acceptance.

If you want a copy of an earlier version, or want to know what changed and when, write to support@nefense.com and we will send it to you.

11Contact

For anything about a shipment, including a delivery that has not arrived, write to support@nefense.com with your order number. It reaches a person.