Shipping policy

Effective Date: 15-04-2026

Order Processing Time

At Casanuva, orders are generally processed within 1–3 business days, Monday through Friday, excluding public holidays.

Orders submitted before 12:00 AM (local time) on a business day are typically processed the same business day or, where necessary, on the following business day.

Orders submitted at or after 12:00 AM (local time), or on weekends or public holidays, are usually processed on the next available business day.

In certain situations, processing may take longer than usual. This may happen due to payment verification, stock confirmation, elevated order volumes, product availability issues, or other operational requirements.

Order processing time relates solely to the time needed to review, prepare, pack, and dispatch your order. It does not include shipping or delivery transit time.

Once an order has moved into the processing stage, it is automatically prepared for fulfillment and can no longer be changed or cancelled.

Estimated Delivery Time by Region

Logistics Method

Orders are shipped using standard tracked shipping services.

For deliveries within the United States, orders may be delivered by well-known logistics carriers such as USPS, UPS, FedEx, DHL, or other local last-mile delivery partners, depending on the destination, shipping route, and carrier availability.

Once the order has been shipped, the customer will receive a tracking number where available. The final delivery carrier may vary depending on the logistics provider assigned to the shipment.

Shipping Availability

Casanuva ships to a wide range of international destinations.
Shipping availability may differ by country, territory, or region based on courier coverage, customs restrictions, local laws, or operational limitations.
We reserve the right to decline, limit, or cancel orders where shipment is not practical, permitted, or commercially reasonable.

Shipping Costs

We currently offer free worldwide shipping on all orders.
No separate shipping, handling, or packaging charges are added during checkout unless expressly stated otherwise at the time of purchase.

Shipping Origin

Orders may be dispatched from one or more international fulfillment locations, depending on inventory availability, warehouse routing, and the shipping destination.
To speed up delivery and improve fulfillment efficiency, products from the same order may be shipped in separate packages.
Where this occurs, separate tracking details may be issued for each shipment.

Tracking Information

Tracking is provided for all shipments where the selected carrier supports tracking services.
Once your order has been dispatched, tracking information will be sent to the email address used when placing the order.
Please allow approximately 24–48 hours for tracking information to become active after shipment confirmation.
Tracking updates are supplied by external carriers and may not always reflect live or immediate movement of the parcel.

Delivery Delays

While we aim to deliver all orders within the estimated timeframes, delays may occasionally occur.
Delays may result from carrier disruptions, customs inspections, import processing, severe weather, natural events, peak shipping periods, incomplete address details, or circumstances outside our reasonable control.
Such delivery delays do not automatically entitle the customer to cancellation, compensation, or refund except where required under applicable law or expressly provided in our Refund Policy.

Incorrect or Incomplete Shipping Information

Customers are responsible for ensuring that all shipping details entered at checkout are complete, accurate, and current.
Casanuva is not responsible for delays, failed deliveries, or returned parcels caused by inaccurate, missing, or outdated address information provided by the customer.
If an order is returned to the sender because of an incorrect or incomplete address, reshipment may be subject to additional charges and will depend on product availability at that time.

Lost or Stolen Packages

If tracking indicates that a parcel has been delivered but you have not received it, you must contact us within five days of the recorded delivery date.
We may, where appropriate, open an investigation with the carrier.
Carrier delivery confirmation will be treated as official evidence that the shipment was delivered to the address provided with the order.
If the carrier confirms that a parcel was lost during transit, Casanuva may offer a replacement or a refund, at our discretion and in line with the outcome of the carrier investigation.
We are not responsible for theft, misplacement, or loss occurring after the parcel has been marked as successfully delivered.

Damaged Packages

If your order arrives damaged, you must notify us within 30 days after delivery.
To review the claim, we may request clear photographs of the damaged item, the external packaging, and the shipping label.
Once the issue has been assessed and verified, we will arrange an appropriate remedy, which may include a replacement or refund, in accordance with our Refund Policy.

Force Majeure

Casanuva shall not be held liable for any delay, non-performance, or inability to fulfill an order where such delay or failure results from events beyond our reasonable control.
This includes, but is not limited to, natural disasters, extreme weather, labour disputes, transport interruptions, customs holds, supply chain failures, governmental actions, public health events, cyber incidents, or other force majeure circumstances.

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BUSINESS INFORMATION
Brand Name: Casanuva
Owned and Operated By: QJ Global Limited
Company Number: 78864222
Address: 21st Floor, CMA Building
64 Connaught Road Central
Hong Kong

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 within 24 hours.