WHERE DO WE SHIP TO?
We ship to EUROPE, ASIA, AFRICA, OCEANIA & SOUTH AMERICA. See which countries we ship to when you enter your shipping information on our check-out page. You can also see what the shipping cost will be during the checkout process. All German orders over €40 will have free shipping. All EU orders over €110 will have free shipping.
HOW WILL I KNOW IF MY ORDER WAS CONFIRMED AND WILL BE SHIPPED?
You will receive an email confirmation of your order within a few minutes and a separate email with tracking information once your order has shipped. If you have downloaded the Route app, you will get instant, up-to-date shipping notifications throughout the entire shipping process.
WHAT IS THE SHIPPING METHOD?
We use German Warenpost, DHL Standard Post, DHL Economy, DHL Premium, DHL Express for all orders. Please allow some time for customs delays when shipping to countries outside Germany. Expedited EU and rest-of-world shipping will be offered via DHL Express with an additional cost.
HOW LONG WILL SHIPPING TAKE?
Please allow 2-3 business days to process your order in Germany and 2-14 business days for shipping within EU and 7-35 days for shipments outside the EU. Please contact customerservice@nourished3.com with any shipping related questions regarding your order. You can also contact DHL directly by clicking on this link https://www.dhl.com/de-en/home/customer-service.html Currently, international orders may experience some delays due to COVID-19. It is highly suggested that international customers, that have not received their order, within 35 days, to contact DHL our customer service team here for further assistance. If you have not received your order and you purchased route protection, and it shipped 30 days ago, please contact our customer service team here for further assistance. Route does require that claims for lost packages are made within 30 days of the last tracking update, so it is important to claim it on time here
YOUR PACKAGE NEVER ARRIVED?
Please note that from the moment the package leaves our fulfillment center, until it arrives at your destination, it is fully handed over to DHL. Please call your domestic DHL hotline or your domestic post office to check for your order in case of issues. Please provide your tracking number. We offer extra shipping protection for potential packages that are lost, stolen, and/or damaged through Route, see below. If you have not received your order, and you purchased route protection, and it shipped 30 days ago, please contact our customer service team here for further assistance. Route does require that claims for lost packages are made within 30 days of the last tracking update, so it is important to claim it on time here
ROUTE SHIPPING PROTECTION
We offer extra shipping protection for potential packages that are lost, stolen, and/or damaged through Route. Route can be added to your cart at checkout. If you did not pick the Route package at checkout, you will not be applicable for a refund. If you need to file a claim here is a detailed explanation, you can file directly here or using this link https://claims.route.com/ You can also just contact route support or our customer service team at customerservice@nourished3.com for assistance. By not selecting shipping protection, Nourished3 is not liable for lost, damaged, or stolen items.
DO I HAVE TO PAY CUSTOMS AND TAX?
Please note that customers are responsible for any and all customs fees, taxes, tariffs or duties levied by their respective government (the “Fees”). Please note that we are unable to fulfill any request to declare your package for any value other than the total value paid at checkout.
The Fees are typically determined based on a combination of factors that may include:
* The merchandise's country of origin or manufacture
* The merchandise classification, using a system adopted by the countries that we ship to
* The merchandise total value
* VAT rates are set by the country to which the order is shipping
ATTENTION:
We are not responsible for packages that eventually have never arrived, even though the tracking shows that the package was delivered. However, if you purchased Route, you will be applicable for a claim and refund if the package is really lost. You can also contact us, and we will treat each case individually and decide if we can reimburse or send you another order. We are also not responsible for packages that get lost in the hands of DHL. If this is the case, we will start an investigation and try our best to find a solution. However, we highly suggest purchasing Route, so it will be an easy process. Nourished3 is also not responsible for packages that get lost in front of the door. Please keep your eyes open through COVID-19, as the packages don't have to be signed for security reasons of the post man. Please be aware that the shipping time might be affected due to COVID-19. This is nothing we can change on our side. Please stay patient. Please read here if your domestic country is impacted with the shipping.
https://www.dhl.de/en/privatkunden/kampagnenseiten/coronavirus.html
You can always reach out to us on customerservice@nourished3.com