Shipping Policy

Effective Date: 2026-06-01

We ship discreetly and quickly. This policy explains our processing times, shipping options, delivery expectations, and what to do if something goes wrong.

1. Order Processing Time

All orders are processed within 1 to 3 business days from the date of purchase. Orders placed on weekends, public holidays, or after 2:00 PM (local warehouse time) are processed the next business day.

You will receive a shipping confirmation email with a tracking number as soon as your order is dispatched.

2. Shipping Time

Standard delivery typically takes 4 to 9 business days from dispatch, depending on the destination and selected shipping method.

Important: Once a package leaves our warehouse, it is in the hands of the shipping carrier. Delivery times are estimates and can vary due to factors outside our control, including but not limited to:

Carrier delays, weather conditions, or natural events
Customs processing for international shipments
Peak holiday or sales periods (Black Friday, Christmas, etc.)
Incorrect or incomplete shipping addresses
Local courier delivery schedules
Force majeure events (strikes, pandemics, regulatory changes)

While we cannot guarantee delivery dates, we monitor every shipment and will work with you and the carrier if there are significant delays.

3. Total Estimated Delivery Time

From order placement to delivery, you can typically expect:

Processing: 1-3 business days
Shipping: 4-9 business days
Total estimate: 5-12 business days

4. Shipping Costs

Free standard shipping on orders over $60 (within the United States)
Flat-rate shipping applies to orders below $60 — exact cost shown at checkout based on destination
International shipping rates are calculated at checkout based on destination, weight, and carrier
Expedited shipping available at additional cost — exact amount shown at checkout

5. Discreet Packaging

Every order ships in plain, unmarked packaging:

Brown or neutral-colored exterior box or mailer
No product names, logos, or imagery visible from outside
Sender label uses our parent company name — no indication of contents
No marketing inserts that reveal the nature of the products inside

For maximum privacy, you can add Extra Discreet Packaging at checkout for an additional layer of anonymity.

6. Discreet Billing

Your billing statement will show our parent company name only — never the product name or category. Friends, family, and roommates cannot identify what you purchased from the charge on your statement.

7. Order Tracking

You will receive a tracking number by email as soon as your order ships. You can track your package at any time using the link provided in the shipping confirmation email.

If you have not received a shipping confirmation within 4 business days of placing your order, please check your spam folder first, then contact us at info@byhellonancy.com.

8. International Shipping

We ship to select countries outside the United States. International deliveries may take longer than the standard 4-9 business days due to customs processing and local delivery networks. Typical international delivery range is 7-21 business days from dispatch.

Customs duties and import taxes: International orders may be subject to customs duties, import taxes, or other fees imposed by your country. These charges are the responsibility of the buyer and are not included in the product price or shipping cost. Please check with your local customs office for details before ordering.

9. Address Accuracy

Please double-check your shipping address before completing checkout. We are not responsible for orders shipped to incorrectly entered addresses. If a package is returned to us due to an incorrect address, you will be responsible for the additional shipping cost to resend it.

10. Lost or Stolen Packages

If your tracking shows "delivered" but you have not received your package:

Check with neighbors, building management, or your household
Look around the delivery location, including porches, mailboxes, or behind doors
Contact the shipping carrier to file a claim
If the package cannot be located, contact us at info@byhellonancy.com within 7 days of the marked delivery date

For added protection against lost, damaged, or stolen packages, consider adding Order Protect at checkout. With Order Protect, we cover loss, damage in transit, and theft with a free replacement or full refund — no insurance paperwork required.

11. Damaged Packages

If your package arrives visibly damaged:

Take photos of the package before opening it
Open the package and inspect the contents
If the product is damaged, take additional photos of the product
Email us at info@byhellonancy.com with your order number and photos within 7 days of delivery

We will arrange a free replacement or full refund.

12. Restricted Locations

We currently do not ship to:

P.O. Boxes for certain product categories (we will notify you if this affects your order)
Countries with import restrictions on intimate or wellness products — full list provided at checkout
U.S. territories may have extended delivery times