SHIPPING POLICY

Effective date: September 29, 2026
Last updated: September 29, 2026

This Shipping Policy applies to orders placed with Nülive at mynulive.com. Nülive is operated by ScaleFlow Inc. ("Nülive," "we," "us," or "our").

Processing and delivery dates are estimates only. They are not guaranteed delivery deadlines.

1. Where We Ship

Nülive offers international shipping to destinations made available at checkout. Availability may change because of carrier coverage, import restrictions, sanctions, product regulations, or operational limitations. An address being accepted at checkout does not guarantee that a shipment may lawfully enter the destination country.

2. Processing

Orders are generally prepared for shipment within 1–3 business days, excluding weekends and holidays. Processing may take up to 5 business days during launches, promotions, holidays, inventory events, address verification, payment review, or circumstances outside our reasonable control.

Subscription renewal orders may enter processing immediately after the recurring charge.

3. Delivery Estimates

Estimated delivery times are displayed at checkout when available and may also appear in the shipment confirmation. Our general transit-time estimates are:

• United States: 6–12 business days
• Canada: 7–15 business days
• Europe and United Kingdom: 7–18 business days
• Australia and New Zealand: 8–20 business days
• Other international destinations: 10–25 business days

These estimates begin after the order has been processed and handed to the carrier. They exclude weekends, holidays, customs delays, and the 1–3-business-day processing period. Delivery dates are estimates, not guarantees. International deliveries may be delayed by customs review, local postal operations, weather, carrier disruptions, remote locations, public holidays, or other events outside our control.

The processing period is separate from carrier transit time. A delay alone does not automatically make an order eligible for cancellation or refund, subject to applicable law and our lost-package provisions.

Customers may not treat an order as lost solely because an estimate has passed. A shipment must satisfy the lost-in-transit requirements below.

4. Delivery Location and Carrier Discretion

Delivery may be made to the recipient's mailbox, front door, building reception, concierge, parcel locker, local post office, carrier pickup point, or another location the carrier considers secure or appropriate. Nülive cannot guarantee delivery directly to the customer's door.

The carrier's tracking record, delivery scan, photograph, signature, geolocation record, or other delivery confirmation may be used as evidence of delivery.

Once delivery is confirmed, responsibility for securing and retrieving the parcel transfers to the customer, except where mandatory law provides otherwise.

5. Tracking

When tracking is available, it is sent to the email address used at checkout. Tracking may take several business days to begin updating after a label is created. Some international postal networks provide limited or delayed tracking events.

6. Customs, Duties, Taxes, and Import Rules

International customers are responsible for understanding their country's import rules and for paying customs duties, brokerage fees, import taxes, value-added taxes, or other charges not collected at checkout.

Nülive does not control customs decisions or local charges. A shipment refused or abandoned because the recipient declines to pay duties or complete customs requirements is treated as a refused shipment under our Refund Policy. We do not mark orders as gifts or intentionally misstate their value.

Customs delay, detention, rejection, destruction, or return caused by the destination country's rules does not create an automatic right to a refund. Any available refund is determined only after the parcel is returned and identified, with permitted costs deducted.

7. Customer Responsibility for Shipping Information

Customers are solely responsible for providing a complete and accurate recipient name, street address, unit or apartment number, postal code, city, province or state, country, email address, telephone number, and any other information required for delivery. Customers must review the order confirmation immediately and contact us promptly if a correction is needed.

We may attempt to correct an address before processing begins, but we cannot guarantee that an address can be changed after an order is submitted. If the customer supplies an incorrect, incomplete, outdated, or undeliverable address, Nülive is not responsible for resulting loss, misdelivery, delay, non-delivery, return-to-sender fees, or delivery to the address supplied at checkout, except where required by law.

The customer is responsible for any reshipping, replacement, address-correction, return-to-sender, customs, or carrier charges caused by information the customer supplied. An order delivered to the address entered at checkout is not eligible for a refund or free replacement merely because the customer entered the wrong address. This limitation does not apply if Nülive or its service provider changed or transmitted the customer's correctly submitted address incorrectly.

Customers must not rely on a carrier forwarding request or postal change-of-address service. Nülive is not responsible if forwarding fails.

8. Lost in Transit

Contact support@mynulive.com if tracking has not updated for an unusually long period or the order has not arrived after the estimated delivery window. Claims should be submitted within 30 days after the last estimated delivery date or last tracking event, whichever is later.

We may require the customer to confirm the shipping address, contact the carrier, complete a carrier declaration, or provide other reasonable documentation. If a shipment is confirmed lost before delivery and the customer provided a correct address, we will provide an appropriate replacement or refund, subject to applicable law and the results of the carrier investigation.

9. Packages Marked Delivered or Stolen After Delivery

When tracking shows delivery, customers should check the delivery location, mailbox, household members, neighbors, building staff, and the carrier. Contact us promptly if the parcel still cannot be located.

Nülive is not responsible for theft, disappearance, or loss occurring after confirmed delivery to the address supplied at checkout, except where required by law or where the carrier confirms that it delivered the parcel incorrectly. A package stolen from a doorstep, lobby, mailbox, parcel locker, reception area, or other carrier-selected delivery location after confirmed delivery is not automatically eligible for a refund or free replacement.

We will reasonably assist the customer with a carrier investigation. We may require a carrier claim, written declaration, delivery-location verification, security footage when available, or police report for high-value, repeated, or suspicious claims. If the carrier accepts responsibility or shipping protection applies, the available remedy will follow the carrier's or protection provider's decision and terms.

The customer must cooperate with the investigation. Refusal to provide requested information or materially false, inconsistent, or incomplete information may result in denial of the claim.

10. Damaged, Defective, or Incorrect Shipments

Report damaged, defective, leaking, unsealed, incomplete, or incorrect shipments within 7 days after delivery by emailing support@mynulive.com with the order number and clear photographs of the product, inner packaging, outer packaging, and shipping label. Keep the item and all packaging until the claim is resolved.

After verification, Nülive will provide an appropriate replacement, refund, or store credit. We may require the damaged or incorrect product to be returned at our expense. Claims may be denied when the product or packaging is discarded before verification, the damage occurred after delivery through misuse or improper storage, the claim is submitted outside the reporting period without reasonable justification, or the evidence is materially false or incomplete, subject to applicable law.

Minor dents, scuffs, or cosmetic damage to external shipping packaging that does not affect product safety, seal integrity, quantity, or usability is not considered product damage.

11. Split Shipments

Products or gifts in the same order may ship separately and may arrive at different times. Separate tracking numbers may be provided.

12. Force Majeure

We are not responsible for delays or failures caused by events beyond our reasonable control, including severe weather, natural disasters, epidemics, war, civil unrest, labor disputes, governmental action, customs action, transportation interruptions, carrier failures, or infrastructure outages. This does not limit rights that cannot legally be waived.

13. Contact

Email: support@mynulive.com