Shipping policy
Order Processing
Most Casanuva orders are prepared for shipment within 1–3 business days, Monday through Friday, excluding public holidays.
Orders placed before 22:00 local time on a business day will usually enter processing that day. Orders placed later, or during weekends and public holidays, will normally be handled on the next business day.
Processing can occasionally take longer due to payment checks, inventory verification, busy periods, product availability, or other operational needs.
Processing time covers order review, preparation, packing, and dispatch. It does not include the time the parcel spends in transit.
Once processing has begun, an order is prepared automatically and can no longer be modified or cancelled.
Delivery Estimates
Delivery windows are estimates rather than guaranteed deadlines. Transit times can be affected by the destination, customs, carrier operations, seasonal demand, and other circumstances.
Shipping Method
Orders are sent using standard tracked shipping services.
Tracking details will be provided after dispatch where tracking is available. The carrier handling the final delivery may differ from the original logistics provider.
Shipping Destinations
We ship to many destinations worldwide. Availability can vary depending on local courier coverage, customs requirements, laws, and operational restrictions.
We may decline or cancel an order when delivery to a particular destination is not permitted, practical, or reasonably possible.
Shipping Cost
Standard shipping is currently free worldwide. No separate shipping, handling, or packaging fee is added at checkout unless clearly stated before purchase.
Where Orders Ship From
Depending on inventory and destination, your order may leave from one of our international fulfillment locations.
Items from the same order may sometimes be sent separately. If this happens, each parcel may have its own tracking information.
Tracking
Where supported by the carrier, every shipment includes tracking.
Tracking details are sent to the email address provided at checkout once the order has been dispatched. Please allow around 24–48 hours for the tracking status to become active.
Carrier tracking is provided by external shipping companies and may not update immediately after each movement.
Delivery Delays
Although we work to meet the estimated delivery windows, circumstances outside our control can occasionally cause delays. These may include carrier disruptions, customs checks, severe weather, natural events, peak-season congestion, or incomplete address information.
A delay does not automatically create a right to cancel, receive compensation, or obtain a refund unless required by law or covered by our Refund Policy.
Shipping Information Provided at Checkout
Please check your shipping details carefully before completing your order. Casanuva cannot be responsible for delivery problems caused by missing, outdated, or inaccurate information supplied by the customer.
If a parcel is returned because the address was incomplete or inaccurate, sending it again may involve an additional charge and will depend on product availability.
Lost or Stolen Deliveries
If tracking shows your parcel as delivered but you cannot find it, contact us within five days of the recorded delivery date.
Where appropriate, we may contact the carrier and request an investigation. The carrier's delivery confirmation will generally be treated as evidence that the parcel reached the address supplied with the order.
If the carrier confirms that a parcel was lost while in transit, we may provide a replacement or refund depending on the investigation outcome.
We are not responsible for parcels that are lost, misplaced, or stolen after being confirmed as delivered.
Damaged Deliveries
If your package arrives damaged, please contact us within 30 days of delivery.
We may ask for photos of the affected product, outer packaging, and shipping label so the issue can be assessed.
Once the claim has been reviewed and confirmed, we will provide an appropriate solution, which may include a replacement or refund under our Refund Policy.
Order Changes & Cancellations
An order cannot be changed or cancelled after processing has started. This includes products, variants, sizes, colours, shipping or billing details, and payment information.
Once an order has shipped, cancellation is no longer available. After delivery, you may still request a return under our Refund Policy.
If we approve a cancellation before processing begins, any applicable refund will be returned to the original payment method within five business days.
Events Beyond Our Control
Casanuva is not responsible for delays or failures caused by circumstances outside our reasonable control. This may include natural disasters, extreme weather, labour disputes, transportation disruptions, customs holds, supply shortages, government measures, public health events, cyber incidents, or other similar events.
BUSINESS INFORMATION
Brand name: Casanuva
Operated by: QJ Global Group LLC
Address: 34 N Franklin Ave, Ste 687 #5155
Pinedale, WY 82941
United States
Contact details
Email: info@casanuva.com
Phone: +1 302 560 3249
Contact form: click here
Customer Service
Support hours: Monday to Friday, 8:00 AM – 5:00 PM (EST). We aim to respond to all inquiries within 24 hours.