Shipping policy
Everything we make is packed by hand in the United States and sent out fast. Below is exactly what that costs, how long it takes, and what happens if something goes wrong. No small print, because there isn't any.
Where we ship
We currently ship to addresses within the United States, including Alaska, Hawaii, and Puerto Rico. We do not ship internationally yet. If you are outside the US and would like a bag, write to us at hello@nelabags.com and we will let you know when we open up your country.
We are unable to deliver to PO boxes or freight forwarding addresses.
What it costs
- Orders over $75 — free. No code, no minimum quantity, nothing to claim. It is applied automatically at checkout.
- Orders under $75 — a flat $4.95. One rate, however many items are in the order.
The shipping cost you see at checkout is the shipping cost you pay. We do not add handling charges, fuel surcharges, or anything else after the fact.
How long it takes
- Processing: 1 business day. Most orders leave the same day they are placed.
- Transit: 3 to 7 business days once dispatched.
- Total: most orders arrive within 4 to 8 business days of being placed.
Our daily cut-off is 17:00 Pm, Monday to Friday. Orders placed after the cut-off, or over a weekend or public holiday, are prepared on the next business day.
Business days do not include weekends or US public holidays. During launches and holiday periods, processing can take an extra day.
Tracking
As soon as your order leaves our warehouse you will get an email with a tracking link, so you can follow it the whole way. If the tracking has not updated for five business days or more, email us at hello@nelabags.com with your order number and we will chase it with the carrier ourselves.
If something goes wrong
Occasionally a parcel is delayed, misrouted, or arrives damaged. None of that is your problem to solve.
- Delayed: tell us and we will open a trace with the carrier.
- Lost: if a parcel is confirmed lost in transit, we send a replacement or refund you in full. You do not need to file the claim.
- Damaged on arrival: send us a photograph within 14 days of delivery and we will replace it.
- Wrong or incomplete order: we correct it and cover the postage in both directions.
Addresses
Please double-check your address at checkout. Once an order has been dispatched we cannot redirect it. If you spot a mistake before it ships, email us straight away and we will fix it if the parcel is still with us.
If a parcel is returned to us because the address was incomplete or nobody was there to receive it, we will contact you to arrange redelivery. A second delivery attempt to a corrected address may incur the standard $4.95 charge.
Taxes and duties
Prices on the website are shown in US dollars. Any applicable sales tax is calculated at checkout based on your delivery address. As we ship domestically only, there are no customs duties or import fees.
Questions
Write to hello@nelabags.com and a person who knows these bags will answer, usually the same day. We read every message ourselves.