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Q1: Has my order shipped?
 
Orders typically ship within 24 hours (excluding weekends and public holidays). Once your order ships, we’ll send a shipping confirmation email that includes your tracking number and a tracking link.

If you don’t receive that email, please check your spam folder and confirm the email address you entered at checkout.
 
Q2: I’m in Brazil / Mexico / Chile / Peru, but my order never ships. Why?
 

• Brazil & Mexico: The most common issue is that the customs tax ID does not match the name provided. Please use your full legal name (no abbreviations) that matches your tax ID, otherwise we cannot ship your order.
  
• Chile & Peru: A customs tax ID is required. Please enter it in the “note” field at checkout or email it to us. A valid and complete customs tax ID speeds up clearance and helps avoid additional fees. The tax ID must also match your full legal name, or the shipment may not be processed.
  
  Required tax IDs:
  Brazil: CPF / CNPJ
  Mexico: RFC
  Chile: RUT
  Peru: RUC
   

Q3: Why hasn’t my tracking updated for several days?
 
Common reasons include:

The package is transiting through a third country — tracking updates can be slower during transit.
The package is in customs clearance — clearance times depend on the destination country and can range from same-day to several days (sometimes 2–7 days or longer).
Severe weather in the area can cause delays.
The carrier may have lost the package — if there are no updates for more than 10 days, the package is likely lost; please contact our support so we can investigate and assist.

 
Q4: Why can’t you ship to Turkey, India, Indonesia, or Vietnam?
 
Turkey: Due to Turkish customs policies, shipments to Turkey have frequently been detained and we cannot reliably resolve this — so we’ve closed the Turkey market.
India & Indonesia: Current local policies and restrictions from our carriers prevent us from shipping to these countries.
Vietnam: Our only available carrier for Vietnam closed its Vietnam route in July, so we had to suspend shipments there.
 
Q5: My order is missing xxx.
 
On the day you receive the package, please check the contents - if anything is missing, let us know right away and we'll reship it. After 7 days, we won't be able to do a reshipment.
 
Q6: What if my shipping address was entered incorrectly?
 
After payment, please review the shipping details in your order confirmation email and check:
Street name
House number / Apt, Unit, or Suite (e.g., Apt 1203, Unit B, Suite 450) — missing this information often causes delivery failure or returns
City, State/Province, and Postal Code — make sure the postal code matches the city
For Brazil & Mexico: ensure the name matches the customs tax ID (Brazil: CPF/CNPJ; Mexico: RFC)

For Chile & Peru: provide your customs tax ID (Chile: RUT; Peru: RUC)

If you find an error, contact Nabalis Support immediately at help@nabalis.com
with your order number and the corrected full address. We’ll do our best to help.