Shipping Policies

Shipping & Delivery Policy

Naturela Fresh

At Naturela Fresh, we work hard to process and deliver your orders in a timely manner.

Order Processing

All orders are processed within 2–5 business days, excluding weekends and holidays. Processing includes order verification, quality checks, and packaging. Once your order has shipped, you will receive a confirmation email with tracking information when available.

Shipping Time

After processing, shipping typically takes 7–10 business days. Delivery times are estimates and may vary depending on your location, carrier, and external factors.

Delivered but Not Received

If your order is marked as delivered by the carrier but you have not received the package, it is your responsibility to first conduct a thorough check by verifying with all household members, neighbors, and any secure or concealed areas within and around your delivery address where the package may have been left.

In the event that the tracking information includes proof of delivery, such as a photo or signature confirmation, such proof shall be deemed conclusive evidence that the order has been successfully delivered. In such cases, you are required to contact the carrier directly using the provided contact information to resolve the issue. We may, at our discretion, require you to obtain a Missing Package Certificate from the carrier via email.

Where no proof of delivery is available, you must still complete the verification steps outlined above and provide either a Missing Package Certificate from the carrier or other valid documentation as may be required.

All claims will be subject to internal review. Naturela Fresh reserves the sole right to determine eligibility for any replacement or refund. No replacement, refund, or credit shall be issued without completion and approval of this review process.

International Shipping

Naturela Fresh ships internationally where available. International shipping times may vary and are subject to customs processing. Customers are responsible for any applicable customs duties, taxes, or import fees required by their country. Naturela Fresh is not responsible for delays caused by customs clearance.

Shipping Delays

We are not responsible for shipping delays caused by carriers, weather conditions, customs, or other circumstances beyond our control. Delivery dates are estimates and not guaranteed.

Incorrect or Incomplete Address

Customers bear full and exclusive responsibility for ensuring that all shipping information provided at the time of order placement is accurate, complete, and up to date.

If an incorrect or incomplete address is identified, you may request an update within four (4) hours from the time the order is placed. Requests submitted after this 4-hour window will not be accommodated under any circumstances.

After the expiration of the 4-hour period, the order shall be deemed final, and processing shall proceed immediately. Accordingly, no cancellations, modifications, refunds, or replacements shall be granted for orders containing incorrect, incomplete, or outdated address information, regardless of delivery outcome.

Naturela Fresh shall not be held liable for any loss, delay, or non-delivery arising from inaccurate or incomplete shipping details provided by the customer.

Lost Packages (No Tracking Update for 7 Days)

A shipment shall be considered potentially lost if there is no tracking update or movement for a continuous period of seven (7) calendar days, unless in any factors outside of our control, such as: Weather conditions, Peak seasons (e.g., holidays), Large or bulky items, Shipping provider errors. In such cases, an investigation will be initiated with our fulfillment partner.

Any determination regarding replacement, refund, or other resolution shall be made exclusively after confirmation has been received from the fulfillment provider. Naturela Fresh reserves full discretion in determining the appropriate resolution based on the investigation outcome.

Stolen Packages

If your order is marked as delivered but you did not receive it, you must allow a minimum of five (5) calendar days from the date of delivery before reporting the package as stolen, as carriers may occasionally mis-scan, delay updates, or prematurely mark packages as delivered.

After the 5-day period, you are required to provide a Missing Package Certificate from the carrier via email.

Failure to provide the required documentation shall result in automatic denial of any claim. All submitted claims are subject to strict internal review, and Naturela Fresh reserves the sole and absolute right to approve or deny any replacement, refund, or compensation.

Damaged Items

If your order arrives damaged, you must report the issue immediately and provide clear photo and/or video evidence of the damage. Failure to provide adequate documentation may result in denial of your claim.

All claims for damaged items must be submitted for review and will be handled in coordination with our fulfillment partner. Any resolution, including but not limited to replacement or refund, shall be determined at the sole discretion of Naturela Fresh in accordance with the severity and nature of the damage.

In certain cases where the product remains safe and usable despite packaging damage (e.g., minor dents to the container with intact contents), Naturela Fresh may, at its sole discretion, offer a partial refund.