Shipping policy

Shipping Policy

Last Updated: May 23, 2026

Overview

This Shipping Policy describes how Nurox Labs LLC ("Nurox," "we," "us," or "our") processes, packages, and ships orders placed through nuroxlabs.com and other channels (including TikTok Shop). By placing an order, you agree to the terms below.

This Shipping Policy is part of and incorporated by reference into our Terms of Service.

1. Service Area

We currently ship only within the 50 United States, including Alaska and Hawaii. We do not ship to U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands, American Samoa, Northern Mariana Islands) or internationally at this time.

Orders placed with shipping addresses outside our service area will be canceled and refunded.

2. Order Processing

2.1 Processing Time

Orders are typically processed and handed off to the carrier within 1–2 business days of order confirmation. Business days are Monday through Friday, excluding U.S. federal holidays.

Orders placed after 12:00 PM ET on a business day, or on weekends or holidays, will begin processing on the next business day.

2.2 Order Confirmation

You will receive an order confirmation email immediately after checkout, and a shipping confirmation email with tracking information once your order ships.

2.3 Processing Delays

During high-volume periods (new product launches, promotional events, holidays), processing times may extend to 3–5 business days. We will communicate any significant delays by email.

3. Shipping Methods and Transit Times

We ship from our fulfillment center in New Castle, Delaware. Transit times are estimates only and begin after your order has been processed and handed off to the carrier.

Shipping Method Estimated Transit Time Carrier
Standard Shipping 3–7 business days USPS or UPS Ground
Expedited Shipping 2–3 business days UPS or USPS Priority
Express Shipping 1–2 business days UPS or FedEx Express

Transit times are estimates provided by the carrier and are not guaranteed. Once your order is handed off to the carrier, delivery timing is outside our direct control.

Alaska, Hawaii, and remote areas may require additional transit time regardless of shipping method selected.

4. Shipping Rates

Shipping rates are calculated at checkout based on your selected shipping method, order weight, and destination.

4.3 Sales Tax

Sales tax is calculated based on your shipping address and applied at checkout where required by law.

5. Order Tracking

Once your order ships, you will receive a shipping confirmation email with a tracking number and a link to track your package directly with the carrier.

If you have not received tracking information within 3 business days of placing your order, please contact us at support@nuroxlabs.com.

6. Address Accuracy

You are responsible for providing a complete and accurate shipping address at checkout. This includes:

  • Correct street number, street name, and unit/apartment number
  • Accurate city, state, and ZIP code
  • A valid contact phone number for carrier delivery questions

We are not responsible for orders shipped to addresses entered incorrectly by the customer. If a package is returned to us due to an incorrect or undeliverable address:

  • We will contact you to confirm the correct address
  • You will be charged the actual cost of reshipping the package
  • If we cannot reach you within 14 days, the order will be canceled and refunded minus the original shipping cost and a 15% restocking fee

To request an address change after an order is placed, contact us immediately at support@nuroxlabs.com. We can only update addresses on orders that have not yet been handed off to the carrier — typically within 1–2 hours of order placement.

7. PO Boxes, APO, FPO, and DPO Addresses

  • PO Boxes: We can ship to PO Boxes via USPS Standard Shipping only. UPS and FedEx do not deliver to PO Boxes.
  • APO/FPO/DPO (military) addresses: We ship to APO/FPO/DPO addresses via USPS only. Transit times are extended (typically 7–21 business days) and tracking visibility is limited after the package enters the military mail system.

Expedited and Express shipping methods are not available for PO Box or military addresses.

8. Delivery Confirmation and Risk of Loss

Title and risk of loss for your order pass to you upon delivery to the carrier. Once the carrier has accepted the package from our fulfillment center, the package is in their custody and any subsequent loss, damage, or delay is governed by the carrier's policies.

The carrier's tracking record is considered conclusive proof of delivery. A package marked "Delivered" by the carrier is deemed delivered for the purposes of this Policy.

9. Lost or Stolen Packages

9.1 Package Marked Delivered but Not Received

If your tracking shows your package as delivered but you have not received it:

  1. Check with neighbors, household members, and your building's mailroom or front desk.
  2. Check around your property — packages are sometimes left in less visible locations (porches, behind plants, side doors).
  3. Wait 24–48 hours. Carriers occasionally mark packages as delivered before they actually arrive.
  4. Contact the carrier directly to open a missing package investigation.
  5. If the package is still missing after 5 business days, contact us at support@nuroxlabs.com and we will work with you to find a resolution.

9.2 Stolen Packages

Nurox is not responsible for packages stolen after delivery confirmation. If you believe your package was stolen:

  • File a report with the carrier (USPS, UPS, or FedEx)
  • File a report with your local police department
  • Contact us at support@nuroxlabs.com — while we cannot guarantee replacement, we will review each case individually and may offer a one-time replacement at our discretion

9.3 Lost in Transit

If your package has not moved in the tracking system for 10 or more business days, contact us. We will open a trace with the carrier. If the carrier confirms the package is lost, we will reship your order at no additional cost.

10. Damaged Packages

If your order arrives damaged:

  1. Take photos immediately of the damaged packaging, the damaged products, and the shipping label
  2. Contact us at support@nuroxlabs.com within 7 days of delivery with photos and your order number
  3. Do not discard the damaged products until we have resolved the claim

Depending on the nature of the damage, we will offer a replacement, refund, or store credit.

Claims submitted more than 7 days after delivery may be declined.

11. Refused Shipments and Returned to Sender

If you refuse a shipment or it is returned to us for any reason other than our error (including incorrect address, failure to retrieve from a holding location, or refusal at the door), you will be refunded for the product cost minus:

  • The original shipping cost
  • The return shipping cost
  • A 15% restocking fee

Refused shipments are not eligible for reshipment without payment of new shipping charges.

12. Holiday and Carrier Delays

During peak shipping seasons (November through January, major U.S. holidays, and severe weather events), carrier networks experience higher volume and may deliver more slowly than usual. Nurox is not responsible for delays caused by:

  • Carrier capacity issues
  • Severe weather, natural disasters, or acts of God
  • Strikes or labor actions
  • Customs or regulatory holds
  • Force majeure events as described in our Terms of Service

We recommend ordering early during peak periods to ensure timely delivery.

13. Order Changes and Cancellations

  • Address changes: Must be requested within 1–2 hours of placing your order (see Section 6).
  • Order cancellations: Orders may be canceled before they enter processing. Once an order has been picked, packed, or handed off to the carrier, it cannot be canceled. You may instead refuse delivery (see Section 11) or initiate a return after delivery under our Refund Policy.
  • Adding items to an existing order: We cannot add items to an existing order. Please place a new order.

To request a change or cancellation, email support@nuroxlabs.com with your order number as quickly as possible after placing your order.

14. Subscriptions and Recurring Orders

Subscription orders ship free via Standard Shipping. You will receive a reminder email before each subscription renewal, and a shipping confirmation when the order ships.

To manage your subscription (skip a delivery, change frequency, update shipping address, or cancel), log into your account at nuroxlabs.com or contact us at support@nuroxlabs.com.

15. International Shipping

We do not currently offer international shipping. Customers attempting to use a freight forwarder to receive Nurox products internationally do so at their own risk, and Nurox accepts no responsibility for orders shipped beyond their original U.S. destination.

16. Statement Descriptor

Charges for shipped orders appear on your card statement as "NUROX*FOCUS" or a similar variation. If you do not recognize a charge, please contact us at support@nuroxlabs.com or 302-217-3024 before initiating a chargeback.

17. Contact

For questions about your order, shipping, or this Shipping Policy:

Nurox Labs LLC 16192 Coastal Highway Lewes, DE 19958 United States

Email: support@nuroxlabs.com Phone: 302-217-3024 Hours: Monday–Friday, 9:00 AM – 5:00 PM ET

This Shipping Policy is incorporated into our Terms of Service. By placing an order, you agree to its terms.