Shipping policy
Effective Date: August 20, 2026
This Shipping Policy applies to all orders placed through nevrelis.com, operated by NER NSW PTY LTD.
1. Shipping Coverage
We deliver to the United States (includes 57 territories & regions), all European countries, and Hong Kong SAR. Additional countries may be supported, customers are responsible for verifying whether goods can be legally imported into their destination jurisdiction.
2. Shipping Rate & OrderâValue Tiers
United States (US & associated territories, 57 regions)
- Standard Shipping: Order value 0.00â30.00 USD â 9.99 USD shipping fee
- VIP Shipping: Order value 30.00â60.00 USD â 4.99 USD shipping fee
- Free Shipping: Order value 60.00 USD and above â 0.00 USD
European Countries
- Standard Shipping: Order value 0.00â35.00 EUR â 10.99 EUR shipping fee
- VIP Shipping: Order value 35.00â65.00 EUR â 5.49 EUR shipping fee
- Free Shipping: Order value 65.00 EUR and above â 0.00 EUR
Hong Kong SAR
- Standard Shipping: Order value 0.00â35.00 USD â 8.99 USD shipping fee
- VIP Shipping: Order value 35.00â65.00 USD â 4.49 USD shipping fee
- Free Shipping: Order value 65.00 USD and above â 0.00 USD
Shipping fees are automatically calculated and clearly presented at checkout, based on shipping destination and subtotal of your order before tax. Thresholds apply to merchandise subtotal only; shipping fees themselves do not count toward freeâshipping qualification.
3. Order Processing Time
Standard order processing takes 3â7 business days, excluding weekends and official public holidays. Processing time is separate from delivery transit time. During peak sales seasons, holiday promotions or highâvolume periods, processing may experience reasonable delays. We will strive to notify customers of extended timelines where practicable.
4. Estimated Transit Times
- United States: 12â25 business days
- European Countries: 14â28 business days
- Hong Kong SAR: 7â14 business days
All transit durations are estimates and not guaranteed delivery dates. Delays may occur due to customs inspection, local postal service disruptions, weather events, forceâmajeure, or public health situations. We are not liable for costs or losses arising from carrierâcaused delays.
5. Customs, Duties & Taxes
Import duties, customs clearance fees, VAT, GST or other local taxes levied by the destination territory are the sole responsibility of the recipient. We do not cover or reimburse any customsârelated charges. Customers are advised to check local import regulations prior to placing an order.
6. Order Tracking
Once your parcel is dispatched, we will send a tracking number to your registered email address. You may monitor shipment status online using the tracking ID provided. Please ensure your email and delivery address are accurate when completing checkout.
7. Undeliverable, Refused & ReturnâtoâSender Parcels
If a package is returned back to our warehouse due to incorrect delivery address, recipient refusal to pay import duties, multiple failed delivery attempts, or recipient refusal of parcel acceptance:
- Customer shall bear all costs for reshipping the goods.
- If you request a refund instead of reshipment, original outbound shipping charges will not be refunded.
8. Lost or MissingâinâTransit Packages
If your tracking status shows âdeliveredâ but you have not received your parcel, please contact our support team within 14 calendar days of marked delivery date. We will initiate an investigation with our shipping carrier partner. Loss claims will not be accepted after this 14âday window.
9. Address Modification
Address change requests must be submitted by email before the order is dispatched. Once the parcel has been handed over to the shipping carrier, address updates cannot be guaranteed.
Contact information: Email: info@nevrelis.com Phone: +61 2 4927 5841 Company Address: Suite 1, 9 Jacaranda Drive, New Lambton Heights NSW 2305, Australia