SHIPPING - GENERAL FAQ
I don't see my country in the list of available countries when I am trying to place an order. Are you able to ship to my country?
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. (For example, FedEx would charge us $140 USD to ship two t-shirts to Mexico)
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.
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.
How often do you pack up and ship orders?
We pack up and ship orders from Monday to Friday between the working hours of 10am-6pm. We have daily pickup of our orders by our carrier from Monday to Friday at 1pm. This means that any orders placed after 12pm on Friday afternoons will likely be packed up and shipped out the following Monday at 1pm.
What service do you use to ship your products?
All of our packages within the United States are shipped via USPS.
All of our packages within Canada are shipped via Canada Post.
All of our packages being sent internationally are shipped via Asendia International. Asendia International is an international package delivery hub that ships to the best location based on your address to be handled by your local courier. Therefore when ordering internationally, you will see two tracking numbers - One for Asendia, the first leg of the trip, and then another for your local post, once it is passed off for its final leg of the delivery.
Are you able to use any shipping services other than those listed above?
At this time, we are only able to offer the above methods. We are not able to overnight or express any merchandise via private couriers.
How long does shipping take?
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 do not account for potential delays.
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.
How can I track my shipment?
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 either your Spam or your Promotions folder in your e-mail if you have not received your tracking information. If you have lost your tracking at any time, please e-mail us at email@example.com
Will my package incur any customs or duties fees if I am ordering from within Canada or the USA?
NO! All shipments within Canada and the USA are considered domestic and will not incur any additional fees nor border waits.
I have additional fees owing on my package in order to receive it. What are these? (International customers only)
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 owing 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.
SHIPPING - TROUBLESHOOTING FAQ
My package has not arrived and it has been longer than the estimated shipping times
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. Due to the Covid-19 Pandemic please prepare for small delays that may occur. Please note that estimated shipping times are calculated in business days and not calendar days, therefore it does not include weekends or holidays.
My package is marked as "Delivered", however I do not have it yet.
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.
**International Customers** My package is being marked as returned to sender after being held for pickup. What can I do?
If your package had an attempted delivery and the postal service was not able to complete it for any reason, they will make your package available for pickup at your nearest post office for a period of 7-10 days depending on your location.
If a package has been returned to sender, it can take anywhere from 1-6 months to arrive back to us here in Canada. This is due to returned shipments being a very low priority, and only being transported via ground options. Regardless of this, packages being returned are not guaranteed and may not arrive back to us at all.
It is the customers responsibility to ensure that they are following the progress of their package delivery and that they do not miss this time frame. If the package was available for pickup, Nomad Complex is not responsible for the re-shipment of packages in this scenario UNLESS 1) The package has been returned to us safely and 2) The cost of shipment is paid for, plus the $15 fee charged to us by our carrier.
I believe my package is lost, stolen or missing. What can I do?
If you believe that your package is lost, stolen or missing, the first thing we need is for you to confirm that your full address including name, zip/postal code, and all relevant unit numbers are correct. If you have done so, 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.
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, you may contact us at firstname.lastname@example.org
When contacting, please make sure to include the following information;
- Your order number (It will be 5 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 have done so already, please feel free to state as such in your e-mail;
- 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.**
My package is being returned to sender due to an incorrect address or a package refusal.
If a package is Returned To Sender (RTS) due to a customer error, it may take 1-4 weeks for the package to arrive back to us at our warehouse. This is because USPS does not prioritize RTS packages in their delivery network.
If you would still like to receive your order, we have two options.
1. We can wait for your package to return back to us. We will require you to provide a Paypal e-mail address so that we may provide an invoice for the cost of RTS packages being shipped back to our warehouse ($7) plus the cost of shipping the item back to you once more (Equal to what you paid for shipping in your original order). For example, if your order cost $6 to ship, you will be invoiced for $13 total. Once this invoice is paid and the package returns back to us, we will ship it out once more.
2. If you would like to receive your order faster, you can place a duplicate order for the items again while the RTS package makes its way back to us. You would simply place a duplicate order as if it were new, and then once the RTS package arrives back to us, we can process the items as a refund instead. This will ensure you receive your items quicker. Please note that the refunded package will not include a refund for shipping and $7 will be subtracted from the refund due to the RTS fee.
If you no longer wish to receive your order, we can wait for the package to arrive back to us. Once it does, we can refund you the cost of the items in the order minus the $7 RTS fee.
I received my package but some of the items were incorrect or missing. What can I do?
We are so sorry! If you have received something incorrectly, please e-mail us right away at email@example.com - Please include your full name, order number, and an image of the mistaken item that you received including the size and design visible. Once verified, we will be able to send you the correct item right away.