Shipping policy
Shipping Policy — Nylo Steam
1. Where We Ship
We currently ship within the United States. If your address is not available at checkout, we do not currently deliver to that location.
2. Processing Time
Orders are processed and dispatched within 24 hours of purchase, Monday to Friday. Orders placed at weekends or on public holidays will be dispatched on the next business day.
3. Delivery Time
Standard delivery takes 8 to 10 business days from the date of dispatch.
Delivery times are estimates and may be affected by carrier delays, periods of high demand such as Christmas, or events beyond our reasonable control.
4. Shipping Costs
Shipping is free on all orders. Any applicable costs will be clearly displayed at checkout before you complete your purchase.
5. Tracking Your Order
You will receive a shipping confirmation email as soon as your order has been dispatched, including your tracking number and a link to track your parcel.
Tracking information may take 2 to 3 business days to become active after dispatch. This is normal and does not necessarily mean that your parcel has not moved.
If you have not received your tracking email within 3 business days of placing your order, please check your spam and promotions folders before contacting us.
6. Incorrect Shipping Address
You are responsible for providing a complete and accurate delivery address at checkout.
If you notice an error, please contact us immediately at infonylostore@gmail.com with your order number. If your order has not yet been dispatched, we will correct the address at no additional cost.
Once an order has been dispatched, the delivery address cannot be changed.
Parcels returned due to an incorrect or incomplete address may be reshipped, with the customer responsible for the cost of the new shipment.
7. Delayed, Lost or Undelivered Orders
If your order has not arrived within 30 days of dispatch, please contact us with your order number and we will open an investigation with the carrier.
If the parcel is confirmed to be lost, we will either send you a replacement or issue you a full refund, at your choice.
If the tracking information shows that your order has been delivered but you have not received it, please first check with your neighbours and your building's reception or mailroom, if applicable. You should then contact us within 7 days so that we can submit a claim with the carrier.
8. Damaged Parcels
If your parcel arrives visibly damaged, please take photographs of the packaging and its contents before unpacking further, and send them to us by email within 48 hours of delivery.
We will provide you with a replacement or a full refund at no cost to you.
9. Customs Duties and Import Taxes
All our shipments are made within the United States, so no additional import duties or taxes apply.
10. Contact
For any questions regarding your delivery, please contact our support team at:
Website: bynylo.com