We pack up and ship orders from Monday to Friday between the working hours of 10am-6pm PST. We have daily pickup of our orders by our carrier from Monday to Friday at 1pm. This means that any orders placed after 12pm PST on Friday afternoons will likely be packed up and shipped out the following Monday at 1pm PST. Most orders are shipped within 24 hours of their time of purchase.

During busy sales periods or especially large merchandise drops, shipping can take slightly longer due to volume. We make announcements about this if it pertains to certain launches, so please keep your eyes peeled if placing an order during a large sale or release.

All of our packages within the domestic United States are shipped via USPS.

All of our packages shipped within Canada are shipped via Canada Post.

Our packages are shipped via either PostNL, APC, or UPS Express depending on your choice at checkout. Please note UPS is our only shipping option available to certain countries.

Shipping times can vary depending on your orders final destination. Within the domestic USA, shipping takes an estimated 3-6 business days. Within Canada, shipping takes an estimated 2-8 business days. International shipments take an estimated 8-22 business days. Please note that these are estimated shipping times and not guarantees.

Please note that these estimated times begin the date of your package being picked up from our warehouse, not the date that the order was placed. We pack 90% of our orders within 24 hours of shipment, however busier periods or large collection drops can result in packages taking a bit longer to ship. 

All packages shipped from Nomad Complex come complete with tracking information. You will receive your tracking information once your order has been packed up and shipped from our warehouse, and provided to the e-mail address used to place your order.

Please double-check your Spam or your Promotions folder in your e-mail if you have not received your tracking information as your settings may have caused the e-mail to end up there by mistake.

All shipments within Canada and the USA are considered domestic and will not incur any additional fees nor border waits. While we are based in Canada, we operate close to the border and utilize domestic shipping services for both of these countries.

Packages travelling internationally will be subject to imports and customs fees in order to be received. These are taxes imposed by your government on the import of foreign goods. These fees are the responsibility of the buyer. We will not alter our packages or invoicing in any way to avoid these fees.

Please note that Nomad Complex is not liable for packages that are Returned To Sender due to customs/duties not being paid on the packages. The customer is responsible for any customs/duties owed on their package and must perform their due diligence in order to receive their package when held in customs. We ask you please monitor your tracking carefully for any customs/duties owed on your shipment and pay them in an appropriate time-frame.

We cannot guarantee refunds on any packages that are Returned To Sender from overseas. Any packages that are successfully Returned To Sender will be refunded minus the initial shipping costs of the item. 

If you do not see your country listed when you are trying to place an order, this means that we currently cannot offer any shipping methods to your country that are both reliable and cost effective. While our carrier does provide shipping to most countries, high instances of theft or lost/stolen packages have rendered us unable to continue to ship to certain countries. The only solution we have is private carriers such as UPS or FedEx however in most situations, the costs far outweigh the viability of shipping to these countries.

If you are unable to find your country in our list of available shipping options, you are welcome to use a Proxy Shipping Service or Package Forwarding Service. These are services that allow international customers to purchase goods internationally and then forward these items to you for a small fee.

More information on Package Forwarding Services

Please note that Nomad Complex is not responsible for any issues arising with packages placed using a third party shipping company or forwarding service of any kind. Nomad Complex is not liable for any communications with any third party shipping or forwarding services. Once a package has been acknowledged by a third party shipping company or forwarding service, all communications about the package will be made with the third party shipping company or forwarding service. We apologize for the inconvenience. 

Please note that all shipping times provided are estimates and are not guarantees. We are not able to offer guaranteed shipping times in any cases. Delays occur rarely and are usually attributed to outside factors such as major weather events or other factors that influence the shipment process.

Please note that estimated shipping times are in business days and not calendar days, therefore weekends and holidays are not included in the shipping estimate wait time.

The following information is cited directly from the USPS website: "If you have received a delivery notification and your package is not where you are expecting it, please allow up to 24 hours before contacting your local post office. Oftentimes there are gaps in between when drivers perform a delivery scan and when the package is dropped off."

https://faq.usps.com/s/article/Where-is-my-package

In addition to the above information, please ensure you check with family members or other individuals you share a space with to ensure they have not accepted it on your behalf already.

Packages in most cases are held for pickup for a period of 7-21 business days depending on the rules of your local post.

If a package is returned to sender due to not being picked up within the appropriate time frame provided by your local post, the package will be shipped back to the nearest carrier hub with which it was shipped from. 99% of the time, this is our hub in The Netherlands. Once this package is received at The Netherlands, the goods are set to either be disposed of or destroyed. In the event that this occurs, Nomad Complex will not be able to provide a re-shipment or a refund.

It is important that the customer perform due diligence when it comes to the ability to receive their package. This includes keeping a close eye on the updated tracking information provided by the postal service as well as Nomad Complex's updates.

Once a package enters customs/duties, you will be notified via e-mail, phone call, in-person delivery or a combination of all 3 of the packages status. Most customs authorities will hold packages for a period of 10-21 business days. If a package is not claimed or the duties/customs are not paid for, the package will be considered abandoned. Abandoned packages are sent back to the last carrier hub (In this case being The Netherlands) and will no longer be available for re-shipment.

Any packages that are unclaimed or have duties/customs owing that remain unpaid will not be eligible for a re-shipment or a refund. It is imperative that the customer perform due diligence in order to ensure that their package can arrive to them safely, including keeping an eye on tracking as well as paying any associated duties/fees in a timely manner.

If you believe that your package is lost, stolen or missing, please consult the comprehensive FAQ provided by USPS to try and assist in what may have occurred. This is by far the best resource to troubleshoot what may have happened to your package and results in a solution a strong majority of the time. 

https://faq.usps.com/s/article/Where-is-my-package

The most ideal way to handle these situations is to contact your local post, as they are best equipped to help you track down the reason a package may be undelivered or possibly missing. While we are well versed in shipping language, the specifics and complexities of your locale will be best known by you and your local post. 

If you have contacted USPS and they have been unable to assist you in finding your package, please fill out our Contact Form with your full name, address, order number, and as much information as possible so that we can assist you.

When contacting us, please make sure to include the following information;

• Your order number (it will be five digits long).
• Your full name and confirmed address, including zip/postal code, and all relevant unit numbers.
• As much information relevant to your case as possible. 

We will ask the following to try and help assist you find your package. So. if you haven't done so already, please share the following in your message:

• Do you live with any family members or roommates who may have intercepted this parcel on your behalf, who have forgotten to hand it to you?
• Have you checked with your adjacent neighbors to see if they have received the package on your behalf by mistake?

Most importantly: don't panic. We understand how frustrating it is needing to hunt a package down, and also how frustrating dealing with the postal service can be. But we are here to help.

**Please note that Nomad Complex will not be responsible for any potentially lost or stolen packages involving customs wherein the customer did not provide their full, legal name. We kindly ask that you do not, under any circumstances, provide an alias or different moniker otherwise we will not be held responsible for a package not arriving at its destination. Your full name is a requirement for most customs issues and without it we cannot guarantee safe delivery.**

In order to initiate an exchange, please fill out our Contact Form with your full name, order number and a clear message regarding the item(s) you would like to exchange and what you would like to exchange them for.

We accept exchanges on all regular priced merchandise requests within 10 days of receipt of your order. Item(s) must be in sellable condition, not placed in the wash, and as they were received. If you are looking to exchange an item that falls outside of that 10 day window, we reserve the right to reject the exchange. We cannot guarantee an item's storage conditions once it has been outside of our warehouse and therefore cannot deem merchandise outside of our control for an extended time period to be resellable. 

We reserve the right to refuse exchanges that have arrived at our warehouse if the merchandise is no longer in sellable condition, most notably either covered in pet fur/hair or if there is an odor present (pleasant or unpleasant). It is up to you, the customer, to pay for re-shipment if you wish to receive the item back. 

Full instructions will be provided to you fill out our Contact Form.

In order to exchange merchandise, we will require you to ship your item(s) back to us here at our warehouse. We recommend using USPS for this process as it is by far the cheapest and most efficient option. We recommend avoiding private carriers such as FedEx or UPS.

We do not provide return labels for exchanged or returned merchandise, however we cover both the costs of receiving your package back in most cases as well as the cost of re-shipment of your exchanged goods. We understand that this may be frustrating to some customers, however please understand it costs us $7.00 to receive packages at our warehouse, as well as $6.00-$15.00 to re-ship your order. We are happy to exchange items as a courtesy to ensure that you are happy with your product!

We accept returns on all regular priced merchandise requests within 10 days of receipt of your order. Item(s) must be in sellable condition, not placed in the wash, and as they were received. If you are looking to return an item that falls outside of that 10 day window, we reserve the right to reject the return. We cannot guarantee an items storage conditions once it has been outside of our warehouse and therefore cannot deem merchandise outside of our control for an extended time period to be resellable. 

We reserve the right to refuse returns that have arrived at our warehouse if the merchandise is no longer in sellable condition, most notably either covered in pet fur/hair or if there is an odor present (pleasant or unpleasant). It is up to you, the customer, to pay for re-shipment if you wish to receive the item back. 

To initiate a return, please fill out our Contact Form.