Wholesale orders & dispenser orders are processed to be shipped within 5 business days, though we always try to get out sooner!
While we do everything we can to make sure your packages are delivered safe and sound, unfortunately some issues can arise from time to time with the mail partners that are out of our control, such as loss of tracking, delayed tracking, stolen packages, etc. In most cases, the items are recovered and delivered, but in the event that a package is lost, we can help you with the claims process and, in most cases, get your order resent right away.
If you believe your package is lost and you have not received tracking updates for at least 15 days, please send us an email at firstname.lastname@example.org (with your order number) and we'll work to resolve the issue as quickly as possible.
Please note that claims of packages that got lost in-transit must be made within 90 days from the shipping date in order to be honored a refund or replacement.The tracking is saying that it was delivered, but I haven't received?
With Covid, all of our carrier partners leave packages at the front door or within a front desk to limit contact. Sometimes we have found that a member of the household accidentally brings in the package without realizing it, especially as we ship in eco-recycled unmarked brown boxes and envelopes. Usually the package turns up after a couple of days. Once a shipment is "confirmed delivered" by the courier, we (Noshinku) unfortunately can no longer accept refund requests, or inquire as to the order status. If the customer has a shipment that has been confirmed delivered, yet they are not in receipt of the product, it is the customer's responsibility to contact and file a claim with the courier. Please note that it is the customer's responsibility to ensure the destination address is secure to receive packages.