Reliable fulfillment, handled with care.

2. Scope of This Shipping Policy

This Shipping Policy applies to physical products sold by or associated with Northern Onyx through:

• Our official website, if direct checkout is available.
• Amazon marketplace listings.
• Amazon FBA or Amazon-supported fulfillment channels.
• Approved retail partners, marketplaces, wholesale accounts, or business channels.
• Customer support or replacement shipments authorized by Northern Onyx.

This policy does not override the checkout terms, shipping rules, delivery estimates, return procedures, or refund policies of third-party retail partners. If a third-party platform provides a shipping term that differs from this policy, the platform-specific term may control that transaction.

3. Fulfillment Partners and Carriers

Northern Onyx may use Amazon FBA, marketplace fulfillment services, third-party logistics providers, or national and regional carriers to process and deliver orders.

Depending on the order, shipping destination, product size, inventory location, delivery method, and platform used at checkout, your order may be shipped by one or more carriers or fulfillment providers.

Carrier Selection

Carrier selection may be determined automatically by Amazon, the retail platform, our logistics provider, or Northern Onyx based on speed, reliability, destination, product type, cost, and operational availability. Customers may not always be able to select a specific carrier.

Amazon FBA Orders

For products fulfilled through Amazon FBA, Amazon may handle storage, picking, packing, shipping, delivery updates, customer support, return labels, refunds, or replacements according to Amazon’s policies and systems.

4. Shipping Destinations

Northern Onyx primarily serves customers within the United States. Shipping availability may vary by product, fulfillment provider, carrier, inventory location, marketplace rules, legal restrictions, and delivery address.

Domestic Shipping

Domestic shipping may be available to addresses within the contiguous United States. Shipping to Alaska, Hawaii, U.S. territories, military addresses, remote locations, and certain restricted areas may be limited, delayed, unavailable, or subject to additional conditions.

Restricted Locations

Some products may not be eligible for shipment to certain locations due to carrier limits, marketplace policy, product size, product category, local laws, hazardous material restrictions, import rules, fulfillment limitations, or operational constraints.

Address-Based Availability

Final shipping availability is usually confirmed during checkout. If a destination is not supported, the checkout platform may block shipment, remove certain delivery options, or notify you that the product cannot be shipped to the selected address.

5. Order Processing Time

Processing time is the time required to receive, verify, prepare, pack, and hand an order to the applicable fulfillment provider or carrier. Processing time is separate from carrier transit time.

Business Days

Unless otherwise stated, processing estimates refer to business days, excluding weekends, U.S. federal holidays, carrier holidays, marketplace closures, and fulfillment center disruptions.

Order Verification

Some orders may require additional verification before shipment, especially if there are payment issues, suspicious activity, address concerns, inventory errors, or compliance requirements.

6. Delivery Estimates

Delivery estimates are provided for convenience and are not guaranteed unless expressly stated by the checkout platform or written agreement. Estimated delivery dates may change due to carrier performance, warehouse location, inventory movement, weather, holidays, address issues, platform delays, or other events outside our control.

If you purchase through Amazon or another marketplace, the delivery date displayed at checkout or in your order confirmation may be the most accurate estimate for that transaction.

Estimated vs. Guaranteed Delivery

An estimated delivery window is not the same as a guaranteed delivery date. A delivery date is guaranteed only if the checkout platform, carrier, or written agreement expressly states that the delivery is guaranteed and identifies the remedy for a missed guarantee.

7. Shipping Rates, Fees, and Taxes

Shipping rates, handling charges, taxes, marketplace fees, delivery surcharges, or other order-related costs may vary based on:

• Product size, weight, quantity, and packaging requirements.
• Shipping destination and delivery method.
• Fulfillment provider or marketplace.
• Carrier rates and fuel or remote-area surcharges.
• Promotions, free shipping offers, membership benefits, or platform discounts.
• Applicable taxes, duties, or regulatory fees.

Final shipping costs are usually displayed during checkout before order submission. If the order is placed through a third-party marketplace, the marketplace may determine and collect shipping charges.

Free Shipping

Free shipping, if offered, may be subject to minimum purchase amounts, eligible products, shipping destinations, promotional periods, membership status, marketplace rules, or other conditions.

8. Tracking and Order Updates

Once an order ships, tracking information may be provided by email, marketplace account, carrier notification, SMS, or order dashboard, depending on the sales channel and fulfillment provider.

Tracking Activation

Tracking numbers may take time to activate after a label is created. A tracking page may temporarily show “label created,” “pre-shipment,” or no movement until the carrier scans the package.

Tracking Accuracy

Tracking events are controlled by the carrier or fulfillment platform. We cannot guarantee real-time tracking accuracy or the timing of carrier scans.

Amazon Orders

For Amazon orders, tracking is usually available through your Amazon account, order confirmation, or Amazon customer service system.

9. Address Accuracy and Customer Responsibilities

You are responsible for providing a complete and accurate shipping address at checkout. This includes name, street address, apartment or suite number, city, state, ZIP code, phone number where required, and any delivery instructions accepted by the platform or carrier.

Northern Onyx is not responsible for delays, failed delivery, misdelivery, return to sender, additional fees, or loss caused by incorrect, incomplete, outdated, or undeliverable address information.

Address Changes

Address changes may not be possible after an order is submitted, especially when the order is processed quickly by Amazon FBA, a warehouse, or a marketplace system. If you need to update your address, contact the platform where you placed the order as soon as possible.

Delivery Instructions

Delivery instructions may not be guaranteed. Carriers may choose whether they can follow instructions based on safety, access, service type, route conditions, building rules, and carrier policy.

10. Split Shipments and Multiple Packages

Orders containing multiple products may ship in separate packages, from different fulfillment centers, or at different times. This can happen when items are stored in separate warehouses, have different preparation requirements, or are fulfilled by different providers.

Split shipments may generate multiple tracking numbers and delivery dates. Receiving one package does not necessarily mean the entire order has been delivered.

11. Shipping Delays

While we aim to support reliable fulfillment, delays may occur. Causes may include:

• High order volume or seasonal demand.
• Inventory shortages or restocking delays.
• Carrier delays, missed scans, or route disruptions.
• Weather, natural disasters, or emergency conditions.
• Marketplace system issues or fulfillment center disruptions.
• Payment verification, fraud review, or compliance review.
• Incorrect or incomplete address information.
• Customs, border, or regulatory inspection where applicable.
• Events outside our reasonable control.

12. Lost Packages

A package may be considered delayed or lost only after the carrier, marketplace, or fulfillment provider has had a reasonable opportunity to investigate. Tracking gaps do not always mean a package is lost.

What to Do First

• Check the tracking page for updated delivery notes.
• Confirm the shipping address used for the order.
• Check mailrooms, front desks, package lockers, porches, side doors, and safe delivery areas.
• Ask household members, neighbors, building staff, or reception areas if they accepted the package.
• Contact the marketplace or carrier if the order was shipped through their system.

Support Review

If the package still cannot be located, contact the platform where you purchased the item or email us with your order number, tracking number, delivery address, and a brief description of the issue.

Resolutions may include continued carrier investigation, replacement, refund, claim submission, or other remedies depending on the platform, carrier, order details, product availability, and applicable policy.

13. Damaged Packages or Items

If your package or product arrives damaged, please report the issue as soon as possible through the marketplace where you placed the order or by contacting us at hello@northernonyx.com.

To help us review the issue efficiently, please keep the product, packaging, shipping label, inserts, accessories, and any damaged materials until the issue is resolved.

Helpful Information to Include

• Order number.
• Tracking number.
• Clear photos of the outer packaging.
• Clear photos of the shipping label.
• Clear photos of the damaged item.
• A short description of the damage.
• Whether the package appeared opened, crushed, wet, torn, or resealed.

Depending on the order channel and product availability, the resolution may include replacement, return, refund, partial refund, or carrier claim review.

14. Delivered but Missing or Stolen Packages

If tracking shows that a package was delivered but you did not receive it, please first check common delivery areas and verify that the address was entered correctly.

Carriers may sometimes mark a package delivered shortly before actual delivery. In some cases, packages may appear within 24 to 48 hours after the initial delivery scan.

Northern Onyx is not responsible for theft, loss, or unauthorized removal of packages after confirmed delivery to the address provided. However, we will make reasonable efforts to help you identify the correct support channel or review available options.

Secure Delivery Recommendations

• Use a secure delivery address when possible.
• Choose a location where someone can receive the package.
• Use package lockers or marketplace pickup options where available.
• Monitor tracking and retrieve packages promptly after delivery.

15. Undeliverable, Refused, or Returned-to-Sender Orders

Orders may be returned to the sender or fulfillment center if the carrier cannot complete delivery. Reasons may include incorrect address, missing apartment number, refused delivery, unclaimed package, restricted access, failed delivery attempts, business closure, carrier limitations, or recipient unavailability.

Refunds or Reshipments

If an order is returned as undeliverable, refund or reshipment options may depend on the sales channel, product condition, inventory, shipping costs, carrier fees, and applicable platform policy.

Shipping fees may not be refundable where the carrier or fulfillment provider attempted delivery and the issue resulted from incorrect customer information, refusal, or failure to claim the package.

16. International Shipping, Duties, and Customs

Northern Onyx primarily serves the United States. International shipping may be unavailable, limited, or offered only through certain marketplaces or fulfillment partners.

If international shipping is available, the customer may be responsible for customs duties, import taxes, brokerage fees, tariffs, VAT, local charges, documentation requirements, and compliance with destination country rules unless checkout states otherwise.

Customs Delays

Customs processing may cause delays outside our control. We are not responsible for delays caused by customs inspections, border controls, import restrictions, local delivery partners, or government agencies.

Refused International Shipments

If an international shipment is refused due to duties, taxes, customs fees, import restrictions, or failure to claim the package, refund eligibility may be reduced by shipping costs, return costs, carrier fees, customs charges, or product condition issues where permitted by law and platform policy.

17. P.O. Boxes, APO/FPO, and Special Addresses

Shipping to P.O. boxes, APO/FPO/DPO addresses, freight forwarders, hotels, temporary addresses, package lockers, commercial receiving agencies, and remote areas may be limited or unavailable depending on carrier, product, marketplace, fulfillment provider, and address validation.

Freight Forwarders

If you ship an order to a freight forwarder or third-party receiving service, risk and responsibility may transfer once the package is delivered to that receiving service. We may be unable to support damage, loss, missing item, or delivery claims after the package has been forwarded outside the original delivery network.

Temporary Addresses

We do not recommend shipping to hotels, temporary rentals, short-term residences, or travel addresses unless you are certain you will be able to receive the package within the estimated delivery window.

18. Risk of Loss and Title

Risk of loss and title for products may pass according to the terms of the platform, carrier, fulfillment provider, or applicable law governing the transaction.

For marketplace orders, the marketplace’s terms may control risk of loss, delivery confirmation, customer support rights, and claim procedures.

Nothing in this section limits rights you may have under applicable consumer protection laws.

19. Returns, Exchanges, and Refunds

Shipping issues may be connected to returns, exchanges, replacements, or refunds. Return eligibility, return windows, prepaid labels, inspection, replacement timing, refund timing, and restocking decisions may depend on the platform where the product was purchased.

For Amazon orders, please start with your Amazon order page or Amazon customer support. For direct Northern Onyx support, contact us with your order number and issue details.

20. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes in our fulfillment providers, carriers, product categories, marketplaces, shipping destinations, legal requirements, operational practices, or customer support procedures.

When we update this Shipping Policy, we will revise the “Effective Date” or “Last Updated” date above. The version posted on this page is the current version unless otherwise stated.

21. Contact Us

For shipping questions, delivery support, damaged package reports, lost package assistance, wholesale shipping coordination, or business inquiries, contact us using the details below.