SHIPPING POLICY

This Shipping Policy describes how orders placed through Naturogy are processed, shipped, and delivered.

By placing an order on our website, you agree to the shipping terms described in this Policy.

ORDER PROCESSING

After placing an order, you will receive a confirmation email at the address provided during checkout.

Orders are processed and prepared for shipment before being handed over to the carrier.

Processing times are separate from transit and delivery times.

During periods of high demand, holidays, special promotions, product launches, or other exceptional circumstances, order processing may take longer than expected.

Once your order has shipped, you may receive a shipping confirmation email containing tracking information, where available.

SHIPPING AND DELIVERY TIMES

Delivery times indicated on our website, during checkout, or in order-related communications are estimates.

Delivery times may vary depending on:

  • order destination;
  • shipping method;
  • carrier;
  • product availability;
  • customs procedures;
  • holidays;
  • weather conditions;
  • periods of high shipping volume; and
  • other circumstances beyond our reasonable control.

When an estimated delivery window is provided, it represents a forecast based on information available at the time of order or shipment.

Unless explicitly stated otherwise, an estimated delivery date does not constitute a guarantee of delivery on a specific date.

Your mandatory rights under applicable law remain unaffected.

SHIPPING COSTS

The shipping costs applicable to your order are calculated and displayed during checkout before you complete your purchase.

Shipping costs may vary based on destination, order value, products purchased, and available shipping method.

Occasionally, we may offer free shipping based on order value, destination, a promotion, or other conditions indicated on our website.

The conditions applicable to free shipping will be displayed on the website or during checkout.

Any shipping-related promotions may be changed or terminated, in compliance with applicable law.

ORDER TRACKING

Where tracking is available, the relevant information may be sent to the email address used to place the order.

Tracking information may take time to update after the order has shipped.

Tracking updates are generally provided by the carrier or logistics partner responsible for the shipment.

In some cases, tracking may not show updates during certain stages of transit.

This does not necessarily mean that the order has been lost or has stopped being transported.

If you have concerns about the status of your order, you can contact us at contact@naturogy.com.

SHIPPING ADDRESS

The customer is responsible for providing a complete and accurate shipping address during checkout.

Before completing your order, please carefully verify:

  • recipient's name;
  • street and house number;
  • apartment, suite, or unit number, where applicable;
  • city;
  • province or region;
  • postal code;
  • country; and
  • phone number or other contact information required for delivery.

If you have entered an incorrect or incomplete address, please contact us as soon as possible at contact@naturogy.com.

We will do our best to update the information before shipping.

However, we cannot guarantee that the address can be changed after the order has been processed or handed over to the carrier.

Naturogy is not responsible for delays or delivery problems resulting solely from incorrect or incomplete shipping information provided by the customer, unless otherwise provided by applicable law.

If an order is returned to the sender due to an incorrect or incomplete address, failed delivery, or failure to pick up, please contact us so we can review the available options.

New shipping costs may apply for any reshipment, where permitted by applicable law.

ORDER MODIFICATION OR CANCELLATION

If you wish to modify or cancel an order, please contact us as soon as possible at contact@naturogy.com.

We cannot guarantee modifications or cancellations after an order has been processed, prepared, or handed over to the carrier.

If the order has already shipped, you may need to await delivery and follow our Return and Refund Policy.

Mandatory withdrawal rights under applicable law remain unaffected.

DELAYED ORDERS

Occasionally, a shipment may be delayed.

Delays can be caused by carriers, customs procedures, high shipping volumes, weather conditions, holidays, logistical disruptions, or other circumstances.

If your order has not been delivered within the indicated or agreed delivery period, please contact us at contact@naturogy.com.

We will review the available information and, if necessary, may verify the situation with the carrier or logistics partner.

In case of delay, the mandatory rights and remedies under applicable law remain unaffected.

LOST OR UNDELIVERED ORDERS

If you believe your order has been lost in transit or was not delivered, please contact us at contact@naturogy.com.

We may ask you to provide:

  • the order number;
  • confirmation of the delivery address;
  • tracking information; and
  • any other information reasonably necessary to investigate the issue.

We may also ask you to check for delivery with other household members, neighbors, reception, concierge, or pickup points, when reasonably applicable.

If an order is confirmed as lost in transit or not delivered due to a cause for which we or the carrier responsible for delivery are liable, we will provide an appropriate solution in accordance with applicable law.

The solution may include, depending on the circumstances, a reshipment or a refund.

ORDERS MARKED AS DELIVERED

If tracking information indicates that an order has been delivered but you cannot find it, please first check:

  • the delivery address indicated in the order;
  • any secure areas around the delivery address;
  • the mailbox, where applicable;
  • the reception or concierge;
  • any family members or other persons at the address; and
  • any communications left by the carrier.

Please contact us as soon as possible at contact@naturogy.com if the order is still nowhere to be found.

We will review the available information and may request further verification or initiate an inquiry with the carrier, where applicable.

PACKAGES DAMAGED IN TRANSIT

Please inspect your order upon receipt.

If the product or package arrives damaged, please contact us as soon as possible at contact@naturogy.com.

To allow us to investigate the issue, we may request:

  • the order number;
  • photographs of the package;
  • photographs of the shipping label;
  • photographs of the damaged product; and
  • a brief description of the problem.

We recommend keeping the product and original packaging until the verification is complete.

If we confirm that a product was damaged in transit, we will provide an appropriate solution in accordance with applicable law.

For more information, please see our Return and Refund Policy.

INTERNATIONAL SHIPMENTS

Naturogy may offer shipping to various international destinations.

The availability of shipping to a particular destination is generally indicated during checkout.

International delivery times may vary based on destination, carrier, customs procedures, and other factors.

Some products may be subject to shipping or import restrictions in certain destinations.

We reserve the right to limit or cancel an order when we cannot legally or reasonably ship a product to the selected destination.

If a paid order is canceled for this reason, the applicable refund will be issued according to the original payment method and in accordance with applicable law.

DUTIES, TAXES, AND CUSTOMS FEES

Depending on the order destination, customs duties, import taxes, or other charges imposed by public authorities may apply.

When taxes or other costs are collected directly during checkout, these amounts will be displayed before you complete your purchase.

In other cases, customs or other competent authorities may impose separate costs.

Responsibility for any duties, taxes, or fees not collected by Naturogy during checkout will be determined in accordance with the information provided at the time of purchase and with applicable law.

Naturogy does not control the decisions or processing times of customs authorities.

SEPARATE SHIPMENTS

In some cases, items from a single order may be shipped separately.

This may occur due to product availability, location of order fulfillment centers, or other logistical needs.

If an order is shipped in multiple packages, deliveries may occur on different days.

Where available, you may receive separate tracking information for each shipment.

Receiving only part of the order does not necessarily mean that other items are missing.

DELIVERY ATTEMPTS AND MISSED PICKUPS

The carrier may make one or more delivery attempts or make the package available at a pickup point, depending on the service and destination.

It is the customer's responsibility to follow delivery information and, when reasonably necessary, pick up the package within the period indicated by the carrier.

If an order is returned to the sender due to missed delivery attempts or failure to pick up, please contact us at contact@naturogy.com.

We will review the circumstances and available options.

Any reshipment may be subject to additional shipping costs, where permitted by applicable law.

EVENTS BEYOND OUR REASONABLE CONTROL

Processing or delivery times may be affected by events beyond our reasonable control.

Such events may include, but are not limited to:

  • extreme weather conditions;
  • natural disasters;
  • strikes or transportation disruptions;
  • carrier service disruptions;
  • geopolitical events;
  • government restrictions;
  • extraordinary customs procedures;
  • health emergencies; and
  • other exceptional events.

In such circumstances, we will do our best to manage affected orders and communicate relevant available information.

Mandatory consumer rights under applicable law remain unaffected.

CHANGES TO THIS SHIPPING POLICY

We may periodically update this Shipping Policy to reflect changes in our services, shipping methods, operational practices, or legal obligations.

The updated version will be posted on our website, and the "Last updated" date will be changed accordingly.

CONTACT US

For any questions regarding shipping, delivery, or tracking of an order, you can contact us at the following address:

Email: contact@naturogy.com

© 2026 Naturogy. All rights reserved.