Approved Shipping Methods

To return or ship products for repair, one of the following approved methods must be used to ensure the product is protected:

• Nanu original packaging (required for all "Change of Mind" returns).
• Approved padded boxes from a major carrier (UPS, FedEx, USPS) like these.

Lost or Missing Packages

We want to ensure your product reaches you safely. If your tracking information shows "Delivered" but you cannot locate your package, we recommend:

• Verifying the shipping address on your order confirmation.
• Checking with neighbors, building management, or common mail areas.
• Waiting 24 hours (occasionally carriers mark items as delivered prematurely).

Nanu is responsible for your order until the point of delivery. Once a package is marked as "Delivered" by the carrier, Nanu is no longer responsible for lost or stolen packages. If your package is lost in transit prior to delivery, please contact us so we can assist in filing a claim and resolving the issue.

Undeliverable & Returned Packages

If a package is returned to Nanu by the carrier as “Undeliverable,” "Refused," or "Return to Sender," the following terms apply:

• Incorrect address or access issues: If the carrier cannot deliver the package due to an incorrect address, or because they cannot safely access the delivery location (e.g., gated communities, restricted properties, or impassable driveways), Nanu will contact you to arrange reshipment. The customer is responsible for any additional shipping fees to resend the item.
• Unclaimed or refused: If a package is returned because it was unclaimed after multiple delivery attempts or refused by the recipient, Nanu will issue a refund for the product price minus the original shipping costs and any "Return to Sender" fees charged by the carrier.
• Carrier error: If a package is returned due to a verified carrier error, Nanu will reship the item to you at no additional cost.

Items Arriving Damaged

We take great care in our packaging. If your item arrives damaged due to transit, please notify us here within 5 days of delivery. To process a replacement, please provide:

1. Your order number.

2. Photos of the damaged product and the external packaging (required by carriers for claim processing).