How Shipment Tracking Works

Tracking statuses are supplied by the shipping carrier. Updates may not appear immediately after a shipping label is created because the carrier may need additional time to receive, scan, and process the parcel.

Why Tracking May Not Update Immediately

A temporary pause in tracking does not necessarily mean that a parcel has been lost. Tracking can remain unchanged while a package is moving between carrier facilities or waiting for its next scan.

Updates may be delayed because of:

• Carrier processing or scanning delays.
• High seasonal or promotional shipping volume.
• Weekends, public holidays, or severe weather.
• Transportation interruptions or facility congestion.
• Handover between international and local carriers.
• Incomplete or delayed information from the carrier system.

If tracking has recently been created, please allow time for the carrier’s system to display the first movement.

Follow Carrier Instructions

Customers are encouraged to monitor tracking updates and follow any instructions supplied by the delivery carrier.

If a delivery attempt is unsuccessful, the carrier may arrange another attempt, leave the parcel in an authorized location, or provide instructions for collection from a local facility.

• Review the latest carrier status regularly.
• Check for delivery notices at the address.
• Respond promptly to redelivery or collection instructions.
• Make sure the delivery location is safe and accessible.

Orders Arriving in Separate Packages

Some orders may be divided into more than one shipment because of product availability, fulfillment location, parcel size, or carrier requirements.

Separate packages may receive different tracking numbers and may arrive on different days. Receiving one part of an order does not necessarily mean the remaining items are missing.

Please review all shipment confirmation emails and tracking numbers associated with your order before contacting customer support.

When a Shipment Is Delayed

Delivery estimates are provided for general guidance and may be affected by carrier operations, weather, transportation conditions, regional disruptions, holidays, address verification, or other circumstances outside our direct control.

If tracking remains unchanged for an unusual period or the parcel has not arrived after the estimated delivery window, contact our support team. We will review the available shipment information and explain the next appropriate step.

Tracking Shows Delivered, but No Package Was Found

Carriers may occasionally mark a package as delivered shortly before it is physically placed at the destination. If the status shows “Delivered” but you cannot locate the parcel, please:

1. Check the front door, porch, garage, mailbox, parcel locker, side entrance, and other safe delivery locations.
2. Ask household members, neighbors, reception staff, or building management whether they accepted the parcel.
3. Review the carrier’s delivery details or delivery photograph, where available.
4. Allow a short period for the carrier to complete the delivery or correct an early status update.
5. Contact the carrier directly for additional delivery information.

If the package still cannot be located after completing these checks, contact Nestvioray with your order and tracking information.

Incorrect or Incomplete Delivery Address

Customers are responsible for providing accurate and complete shipping information during checkout. Please contact us immediately if you notice an address error.

We will try to assist if the order has not entered fulfillment. However, once an order has been processed or shipped, we may be unable to change the delivery address or redirect the parcel.

Additional carrier charges, reshipment costs, or delivery restrictions may apply when a shipment is returned or delayed because of an incorrect or incomplete customer-provided address.

Damaged or Opened Packages

If a parcel arrives visibly damaged, opened, or with missing items, retain the packaging and contact us promptly.

Please provide photographs of the external packaging, shipping label, internal packaging, received products, and any visible damage. This information helps us review the situation and communicate with the relevant fulfillment or delivery provider.