Shipping Policy

At Nala, our goal is to give every customer the best possible shipping experience, wherever they live. We ship to hundreds of customers around the world every day, and we hold ourselves to being responsive to you at every step.

Shipping information
We don't ship to P.O. boxes or to APO/FPO addresses.

Shipping methods: USPS, UPS, DHL
Processing time: 1–3 days (Monday–Friday)
Transit time: 4–7 days (Monday–Friday)

Shipping rates
Shipping is calculated from the weight, the dimensions and the destination of your order. You'll see the exact cost at checkout, before you confirm your purchase.

Shipping status
As soon as your order ships, you'll receive a confirmation email with your tracking number.

Delivery delays
On rare occasions a parcel takes longer than the estimated window. Shipping times aren't something we control once the parcel is handed over, but in that case we work directly with the carrier to get it to you as fast as possible.

This is most likely to happen during the busy end-of-year season, during promotions, or in other exceptional circumstances.

If your tracking hasn't updated for more than 45 business days, contact us and we'll send out a new parcel.

Cancelling an order
Once an order is placed we can no longer cancel it after 30 minutes, as it goes straight into processing.

If you want to cancel an order you've just placed, get in touch at support@trynala.com as quickly as you can.

Unclaimed orders
We can't be held responsible for packages returned to us as refused, unclaimed, undeliverable, or because the address was wrong or incomplete.

If you realise you entered an incorrect or incomplete address, email us at support@trynala.com as soon as possible with your order number and the corrected details.

Please note that once we've processed an order, the address can no longer be changed, and we can't be held responsible for an incorrect or incomplete address.

Damaged or mismatched orders
If your item arrives damaged, or doesn't match what you ordered, contact us within 3 days of delivery at support@trynala.com.

Refund policy
Shipping charges are not refundable.

Taxes
Our customers don't have to pay import fees, duties or VAT.

That said, a limited number of countries — particularly in Europe, such as Germany, Italy and the UK, as well as Canada — may charge duties or VAT according to their own rules.

We're legally required to charge sales tax on all items purchased, except where the law says otherwise.

Handling
All orders leave our warehouse the same day or the next business day. Nala can't be held responsible if a parcel doesn't arrive within the stated timeframe, as shipping providers can experience unexpected delays.

Please note that during periods of high demand, especially in October, November and December, shipments may run slightly late. Your experience is our priority and we do everything we can to make sure you're happy with your order.

For further inquiries
Any other question? Reach our customer service team at:

Email: support@trynala.com