The most efficient way to obtain support for order related queries is to use our quick support options below.
NEED HELP? WE'VE GOT YOU COVERED.
EFFICIENT SUPPORT OPTIONS AT YOUR FINGERTIPS.
BEFORE YOU EMAIL US, WE MIGHT BE ABLE TO READ YOUR MIND:
THE PRODUCT I WANT IS OUT OF STOCK, WHEN CAN I EXPECT IT TO RETURN?
Our formulas are shipped directly from NV Headquarters in Tullamarine, Australia and we generally have new stock arriving every 4-6 weeks. We realize this answer may not be specific enough, so we've implemented a system where you can easily sign up for live notifications when your favorite NV products return to stock. You can even choose specifically which size/variant of product you'd like to be notified for, and the moment we enter them back into inventory, you'll be sent an automatic email from us so you can be among the first to replenish your own collection.
To sign up for back in stock notifications, navigate to the product you'd like to be notified about, click the "Notify Me When Available" button outlined in red below, and enter your email. When our inventory is replenished, you'll be the first to know. It's really that simple.
MY USPS TRACKING INFORMATION SAYS THEY'RE STILL AWAITING MY ITEM... WHY?
We commonly receive email questions and observations regarding the USPS tracking status 'Label Created: USPS Awaiting Item.'
Beginning approximately early March of 2020, USPS informed its business customers that tracking information may not update in a timely manner, if at all. We recognize and share in the frustration surrounding this issue. Unfortunately, we as the merchant are only able to access the same tracking information that our customers see and are not able to provide further details with regard to USPS shipment progress until that information is updated by their staff. This lapse in tracking updates does not necessarily mean that your shipment will arrive late.
If you have received a shipping confirmation email containing a USPS tracking number, rest assured your order has been picked up by USPS and is in transit. If the order does not arrive within the estimated transit period outlined below in our 'Shipping FAQ' section, please feel free to email us at firstname.lastname@example.org and we will be happy to assist you.
WHAT DOES SHIPPING COST? DO YOU SHIP TO MY COUNTRY?
If you live in the Continental United States and spend $100 or more with us, shipping will cost you nothing.
If your order totals less than $100 or you live outside the Continental United States in states such as Hawaii, Alaska or Puerto Rico or anywhere else in the world, available shipping rates and delivery speed options will be calculated for you at checkout. We cannot quote accurate shipping rates via email.
If you reach checkout and no shipping rates are displayed, unfortunately we do not ship to your geographic location at this time and cannot initiate shipments via third party vendors. However, our friends at NV Car Care Australia just might.
HOW SOON WILL I RECEIVE MY ORDER?
Orders placed Monday through Friday by 2:00PMEST will be fulfilled within 1 business day. Orders are fulfilled in the order that they are received, with priority given to orders placed with expedited shipping methods. If you're in need of an item quickly, we kindly ask that you plan for 1 business day of fulfillment time including transit time to ensure your items arrive within your desired timeframe.
Orders placed on Saturday or Sunday will ship on Monday. If Monday happens to be a holiday, your order will be shipped on the next operational business day. Orders placed outside of normal business hours (after 5:00PM ET) with Next Day Shipping selected will be packed and shipped the next business day. For example, if an order is placed at 10:00PM on Monday with Next Business Day shipping selected, the item will be received from the courier on Wednesday.
For both domestic and international customers, please note that Sunday is not an operational business day for NV Car Care USA, UPS, USPS, DHL or any couriers within the United States.
IN CASE WE COULDN'T READ YOUR MIND...
Bummer, we thought we were on to something there... Email support is available from 9:00AM ET to 5:00PM ET, Monday-Friday (excl. holidays) and from 9:00AMET to 12:00PMET on Saturday. Outside of our normal business and email support hours, we will typically respond to your query within 1 business day. For questions about shipping, return and cancelation rules, please refer to our FAQ section below.
ON SHIPPING, RETURNS & CANCELLATIONS:
HOW DO YOU HANDLE SHIPPING?
WHAT'S THIS NV CAR CARE SHIPPING WARRANTY IN MY CART? DO I NEED IT?
In order to protect your investments with us, we offer an all-inclusive shipping warranty that is included by default in your shopping cart. This warranty protects you against carrier loss, carrier damage and package thieves. If your items are lost, damaged, leaking or stolen, we'll replace the order at no cost. Unchecking that box and submitting an order without a shipping warranty applied absolves NV Car Care USA of any and all involvement with the loss of a shipment in transit, damaged/leaking items or package theft. Shipping warranties can only be applied at the time of checkout and cannot be purchased or applied retroactively.
Our shipping warranty is backed by Guardia1. Orders placed with shipping warranty coverage will automatically receive communications from Guardia1 with instructions as to how to make claims in the event that covered events are encountered on an order. Guardia1 will efficiently handle all claims for lost, damaged or stolen orders. To make a claim, navigate to the top of this page and click "Shipping Warranty Claims."
IF I CHOOSE TO FOREGO SHIPPING WARRANTY COVERAGE, AM I COVERED FOR ANY POTENTIAL LOSS, DAMAGE OR THEFT OF MY ORDER?
NV Car Care USA will accept responsibility for items missing in an order due to any fulfillment errors. Once the items in your order are handed over to your chosen shipping carrier, only shipping warranty coverage applies to cases of loss, damage or theft.
WHAT DOES IT MEAN WHEN MY ORDER STATUS CHANGES TO "SHIPPED?"
An order status of "shipped" means that your order has been carefully packed by our fulfillment staff and a shipping label has been created. This does not mean that your order has left our warehouse with the carrier, though this process does usually take place on the same business day.
I NEED AN ITEM QUICKLY... WHICH SHIPPING METHOD SHOULD I CHOOSE?
If you are in need of an item quickly, we highly recommend choosing an expedited shipping option from our table below with 1 to 2 days of "safety margin." We do not recommend any USPS services for expedited delivery at this time. Economy/free shipping options are not expedited services and thus may not always arrive promptly.
HOW LONG WILL I HAVE TO WAIT FOR MY ORDER TO ARRIVE?
We generally move quickly and ship orders within 1 business day if they're submitted by 2:00PM EST, Monday through Friday. Order transit times are estimated based on your location during the checkout process, but in an effort to help you select the shipping method that works best for you, we've listed the average transit times for each shipping method that we offer. Please note that these transit times are estimates provided by each carrier after the first departure scan and are not guaranteed by NV Car Care USA.
|Est. Transit Time (Continental US)
|Est. Transit Time (HI, AK, PR)
|Est. Transit Time (International)
Free Shipping (Economy)
3-5 Business Days
5-7 Business Days
7-21 Business Days
USPS Priority Mail (Economy)
4-5 Business Days
5-7 Business Days
14-21 Business Days
UPS Ground (Economy)
3-4 Business Days
3-5 Business Days
UPS 2nd Day Air (Expedited)
2 Business Days
2 Business Days
2-3 Business Days
UPS Next Day Air (Expedited)
1 Business Day
1 Business Day
1-2 Business Days
WHAT ARE THE RULES SURROUNDING ORDER RETURNS/CANCELLATIONS?
WHAT IS YOUR RETURN POLICY ON NV CAR CARE FORMULAS (CHEMICALS)?
Chemicals and other bottled products may be returned if they are sealed, undamaged and have not been used or otherwise modified.
Bottles or containers that have been damaged or have leaked during shipping cannot be returned but are covered if you opted for the NV Car Care USA Shipping Warranty at the time of checkout. All chemicals that meet initial return criteria will be inspected upon arrival to our warehouse. Return criteria that has not been met or accurately described may disqualify a product for a refund.
Chemicals can be returned as described up to 30 days from the delivery date.
WHO PAYS FOR RETURN SHIPPING?
We're human too. If we make an error that requires a return, a paid shipping return label will be sent to the email address provided during checkout after the return has been approved by our staff. Examples of returns authorized due to our error are:
- The wrong item or variant (color/size) of an item was sent
- The incorrect quantity of an item was sent
- The item is demonstrably defective or not performing as intended by the manufacturer
If an item is returned for the following reason(s), you will be responsible for all return shipping costs:
- You've changed your mind and no longer want the item(s)
- The wrong size, color or variation of the product was ordered
- The item was misused relative to the manufacturer's directions
- The item(s) arrived late due to carrier errors or the appropriate shipping method was not selected during the checkout process
If you are shipping an item valued at over $50, you should consider using a trackable shipping service or purchasing shipping insurance with your chosen carrier. We cannot guarantee that we will receive your returned item.
WHEN DO I GET MY REFUND FOR RETURNED ITEMS?
Refunds for approved returns will be processed as soon as the return is received and inspected at our warehouse. An email confirmation will be sent when your return is received, as well as a refund confirmation for items returned as described above. If an item is not received, no refund will be provided for that item. Refunds may take up to 3-5 days to process dependent upon your payment method or bank.
WHAT ABOUT CANCELLING AN ORDER?
You are free to cancel your order any time before it has been shipped. If an order has been shipped, it cannot be canceled in transit and must be returned following the aforementioned guidelines.
Order cancellation and refund confirmations will be sent to the email address used to complete the checkout process. Refunds for cancelled orders are processed immediately and can only be credited to the payment method used to complete the checkout process. Refunds for canceled orders can take up 3-5 business days to process dependent upon your payment method or bank.