We understand how concerning it can be when your international order doesn't arrive as expected. Because international shipping involves multiple carriers and customs checkpoints, the process can sometimes take longer than domestic deliveries.
Before Contacting Support
If your tracking has not updated recently, please consider the following:
Customs Processing: Packages are often held at customs for inspection. This is a standard procedure and can occasionally cause a delay of several days without a tracking update.
Local Courier Hand-off: In many cases, once a package enters your country, it is handed off from the international carrier to your local postal service. We recommend checking your tracking number on your local provider's website for more detailed updates.
When to Take Action
If your package has not arrived and there has been no tracking movement for 15 or more business days, please reach out to us so we can assist.
To help us investigate, please include:
- Your Order Number (e.g., #NVGTN12345).
- Confirmation of your shipping address to ensure everything was entered correctly.
Our Investigation Process
Once you contact us, our team will open an official inquiry with the carrier. Please note that international investigations can take some time as we must coordinate with overseas partners. We will keep you updated throughout the process and work toward a resolution as quickly as possible.
Important Note on Customs Fees
Please remember that NVGTN is not responsible for any import duties, taxes, or customs fees applied by your country. If a package is being held, it may be awaiting payment of these fees. We recommend contacting your local customs office if you suspect this is the case.