Shipping policy

Shipping Policy

At Nelo, we work hard to process and ship every order as quickly and reliably as possible.

Order Processing Time

Orders are typically processed within 1–2 business days after payment confirmation. During periods of high demand, promotions, and holidays, processing may take up to 5 business days. Orders are processed Monday through Friday, excluding weekends and U.S. holidays.

Shipping and Delivery Timeframes

Once your order has been processed and shipped, delivery times may vary based on the shipping method selected and your destination.

Estimated delivery times:

  • Standard Shipping (US): 3–12 business days after shipment
  • Standard Shipping (International): 10–14 business days after shipment

Delivery estimates are not guaranteed and may be affected by factors outside our control, including carrier delays, weather conditions, customs processing, or peak shipping periods.

Free Shipping

Free US shipping is included on all multi-bag bundles.

Shipping Notifications and Tracking

Once your order ships, you will receive a confirmation email with tracking information. Tracking updates may take 24–48 hours to appear after shipment.

Shipping Delays

While we aim to meet estimated delivery timelines, delays may occasionally occur. Nelo is not responsible for delays caused by carriers, customs, incorrect shipping information, or circumstances beyond our control.

Subscription Orders

Subscription orders follow the same processing and shipping timelines as one-time purchases. You may manage, pause, or cancel your subscription at any time through your customer portal at trynelo.com/a/loop_subscriptions/customer or by emailing contact@heynelo.com.

Address Accuracy

Customers are responsible for providing accurate shipping information at checkout. Orders returned due to incorrect addresses may require additional processing time and shipping fees.

Questions and Support

If you have questions about your shipment, contact us at contact@heynelo.com. Our support team is available Monday through Friday, 9am–6pm Central Time.