Shipping policy

Shipping Policy

Last updated: 20 October 2026

This policy explains where we ship, how much it costs, how long it takes, and exactly what happens if a parcel is late, lost, damaged, delivered to the wrong place, or sent to a wrong address. It applies to every order placed on nutelix.com. By placing an order you agree to this policy.

1. DEFINITIONS

"We", "us" and "Nutelix" mean Nutelix, Vangažu iela 5, Rīga 1024, Latvia.
"You" means the person who placed the order.
"Business day" means Monday to Friday, excluding US federal holidays.
"Processing time" means the time between your order being placed and the parcel being handed to the carrier.
"Transit time" means the time between the carrier receiving the parcel and delivering it.
"Delivery date" means the date the carrier's tracking shows the parcel as delivered.
"Shipping address" means the address you entered at checkout, or the corrected address you sent us before the order shipped.

2. WHERE WE SHIP

2.1 We ship to addresses in the United States only: all 50 states and Washington DC.
2.2 We also ship to APO, FPO and DPO military addresses and to PO boxes. Delivery to these addresses can take longer than the times in section 4, and some of the guarantees in section 7 work differently (see section 7.6).
2.3 We do not ship to US territories (including Puerto Rico, Guam, the US Virgin Islands, American Samoa and the Northern Mariana Islands) or to any country outside the United States. Orders with a shipping address outside the area in 2.1 and 2.2 are cancelled and refunded in full.
2.4 We do not ship to parcel forwarding services or freight forwarders that send parcels on to another country. If we find that a shipping address belongs to such a service, we may cancel the order and refund it in full.

3. SHIPPING COST

3.1 Shipping is free on every order to an address in section 2, with no minimum order value.
3.2 Every parcel is sent with tracking.
3.3 You will not be asked to pay any shipping, handling, duty, customs or import fee on delivery. US sales tax, where it applies, is calculated and shown at checkout before you pay.
3.4 The only situation in which shipping costs are deducted from a refund is a parcel you refuse or do not collect, as explained in section 9 of this policy and section 10.3 of our Return and Refund Policy.

4. HOW LONG IT TAKES

4.1 Processing time. Orders are packed and handed to the carrier within 1 business day. Orders placed after 2pm US Eastern Time, or on a weekend or holiday, start processing on the next business day.
4.2 Transit time. After that, most parcels are delivered within 3 to 5 business days of the order.
4.3 Delivery estimates are estimates. The 3 to 5 business day time is what most orders take. It is not a guaranteed delivery date. Carriers do not deliver every parcel on time, and some areas, including rural addresses, Alaska and Hawaii, can take longer.
4.4 Busy periods. During peak periods (for example late November to the end of December) carriers are slower. We show any expected delay on the website before you order.
4.5 If we cannot ship on time. If we cannot ship your order within the time we told you, we email you before that time runs out with a new expected shipping date. You may then cancel the order for a full refund, or agree to wait. If you do not reply, we continue with the order and will email you again if there is a further delay. If we cannot ship within 30 days of your order, we cancel it and refund you in full unless you have told us you want to keep waiting.

5. ORDER CONFIRMATION AND TRACKING

5.1 After you order, you receive an order confirmation email. Please check it straight away. If the shipping address, size or color is wrong, email support@nutelix.com immediately (see section 6).
5.2 When your parcel ships, you receive a shipping confirmation email with a tracking number and link.
5.3 Tracking can take up to 48 hours to show the first scan. That is normal.
5.4 If you have not received a shipping confirmation within 2 business days of ordering, please check your spam or promotions folder, then email us.

6. YOUR SHIPPING ADDRESS

6.1 You are responsible for entering a complete and correct shipping address at checkout, including apartment, unit or suite number.
6.2 Changes before shipping. If you notice a mistake, email support@nutelix.com before the order ships and we will correct it free of charge. We cannot change the address after the parcel has been handed to the carrier.
6.3 Changes after shipping. Once shipped, we cannot redirect the parcel. You may be able to arrange a redirection directly with the carrier using your tracking number, under the carrier's own terms and fees.
6.4 Undeliverable because of a wrong address. If a parcel cannot be delivered because the address you gave was wrong or incomplete, and it comes back to us, we reship it once, free of charge, to a corrected address you confirm by email. If the corrected address is also wrong, or you do not reply within 14 calendar days of our email, we refund the price of the shoes less the actual cost of the failed shipments, up to a maximum of $15.
6.5 Wrong address in our records. If a parcel goes to the wrong place because of our mistake (the address on the label does not match the address you gave), we send a new pair free of charge straight away.

7. LATE, LOST AND MISSING PARCELS

7.1 Late parcels. If your parcel has not arrived 10 business days after your order, email support@nutelix.com with your order number. We check with the carrier and tell you what is happening.
7.2 No tracking movement. If tracking shows no movement for 7 business days in a row, email us. We open an investigation with the carrier. If the carrier confirms the parcel is lost, or has not found it within 5 business days of our request, we send you a replacement pair free of charge or refund you in full, whichever you choose.
7.3 Parcels marked as delivered but not received. If tracking shows your parcel as delivered but you cannot find it:
(a) check around your property, porch, mailbox, back door, garage and any parcel lockers, and ask your neighbors and anyone at your address;
(b) check whether the tracking shows a delivery photo or a note saying where it was left;
(c) wait 2 business days, because carriers sometimes mark parcels as delivered before they arrive;
(d) then email support@nutelix.com within 14 calendar days of the delivery date with your order number and a short description of the checks above.
7.4 What we do for "delivered but not received". We open a claim with the carrier and send you the carrier's findings. If the carrier confirms the parcel was delivered to a wrong address, or cannot confirm where it was left, we send a replacement pair free of charge. If the carrier confirms delivery to your address with GPS location or a delivery photo, the parcel is treated as delivered, and responsibility for it passes to you at that point. In that case we will still help you with information for a report to your local police or a claim with your home insurance.
7.5 Limits. We replace a parcel marked as delivered but not received once per household in any 12-month period. For a second claim in the same period, we may require a signed statement from you confirming the parcel was not received, and we may ship any replacement with signature on delivery. Claims made more than 14 calendar days after the delivery date are not accepted.
7.6 Military and PO box addresses. For APO, FPO, DPO and PO box addresses, tracking often stops when the parcel is handed to the military mail system or the post office. We can only investigate up to that point. Please allow up to 30 calendar days before reporting a parcel to these addresses as lost.
7.7 Replacements. A replacement is the same model, size and color. If that is out of stock, you may choose another size or color, wait, or take a full refund. A replacement pair keeps the same 50-day Guarantee period as the original order, counted from the delivery date of the replacement.

8. DAMAGED PARCELS

8.1 If your parcel arrives visibly damaged, please take a photo of the outside of the parcel before you open it, if you can.
8.2 If the shoes inside are damaged, email support@nutelix.com within 7 calendar days of the delivery date with your order number, a photo of the shoes, a photo of the outside of the parcel and a photo of the shipping label. We send a replacement free of charge or refund you in full, whichever you choose. Section 7 of our Return and Refund Policy has the full details.
8.3 A damaged outer box with undamaged shoes inside is not a damaged item.

9. REFUSED OR UNCOLLECTED PARCELS

9.1 If you refuse a parcel at the door, or the carrier leaves a notice and you do not collect the parcel within the carrier's holding period, the parcel is returned to us.
9.2 Once it reaches us, we refund the price of the shoes less the actual cost we paid to ship it to you and have it returned, up to a maximum of $15. If you would prefer us to reship it, we can do so once, free of charge, if you ask within 14 calendar days of our email.
9.3 This section does not apply if you refused the parcel because it was visibly damaged. That is handled under section 8.

10. SPLIT SHIPMENTS

If an order contains more than one pair, the pairs may arrive in separate parcels on different days. Each parcel has its own tracking number. Shipping is still free for every parcel.

11. DELAYS OUTSIDE OUR CONTROL

We are not responsible for delays caused by events outside our reasonable control, including severe weather, natural disasters, carrier strikes or system failures, public health emergencies, government action, or a carrier's own operational problems. When such a delay happens, we email you if we know about it, and you may cancel any order that has not yet shipped for a full refund. Section 7 still applies to parcels that are lost.

12. WHEN THE PARCEL BECOMES YOURS

Ownership of the shoes, and responsibility for them, passes to you on delivery to your shipping address, as shown by carrier tracking. Until then, the parcel is our responsibility.

13. CHANGES TO THIS POLICY

We may update this policy from time to time. The version shown on nutelix.com when you placed your order applies to that order.

14. CONTACT

Email: support@nutelix.com
We answer emails Monday to Friday, usually within 1 business day.