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Shipping Policies

Shipping, Returns & International Policies

Find important information about returns, international shipping, and frequently asked shipping questions.

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Returns Policy

This Return Policy applies to all wholesale purchases made
from Nalpac or Entrenue. By placing an order, you agree to the terms below.

All Sales Are Final After Shipment

Due to the nature of our products and wholesale fulfillment
process, all sales are final once an order leaves our warehouse, except as
specifically stated in the “Eligible Returns” and “Exchanges” sections below.
Please refer to our terms of service for full details Nalpac Terms of Sale.

Cancellations

Orders may be cancelled only before they have been picked,
packed, or invoiced.

Once an order has been picked, packed, or invoiced, it cannot be cancelled.

Eligible Returns

We may authorize a return, replacement, exchange, or credit
only in the following circumstances:

  1. Package refused or returned to sender (RTS)
  2. Defective product (doesn’t function as designed or is missing components)
  3. Product damaged in transit (Product itself, Packaging requests will be handled on a case-by-case basis)
  4. Incorrect item is shipped (Example item# 67555 is ordered and Nalpac ships the wrong item)

Customer dissatisfaction, buyer’s remorse, and items ordered
in error are not eligible for return.

All returns require prior authorization from Nalpac.
Unapproved returns will be refused and returned to sender at the cost to the
customer.

Reporting Deadlines

  • Damaged shipping package and/or damaged product: report within 24 hours of delivery
  • Defective product: report within 30 days of delivery for Brick and Mortar, end user or dropship customers need to report defective products with the 24 hours of receipt.

Claims submitted outside these windows may be denied.

What to include with your claim (fill out form below)

  • Returns, Credits and Exchanges Form
  • Order number, SKU(s) and Quantity
  • Description of the issue
  • Photos (required for most claims): shipping label, outer box, inner packaging, and product issue
  • Serial number of affected items (Manufacturer requirement, failure to provide will result in claim being denied)
  • For defects: description of the failure (photo or video if possible)  

Package Intercepts (Return to Sender Requests)

In some cases, a shipment may be eligible for an intercept
(return to sender) depending on the carrier and shipment status.

  • Intercepts are initiated by customer request, the customer who requests the interception will incur a shipping service fee of $20
  • Nalpac cannot guarantee that an intercept request will be successful once the shipment is in transit

Refused / Returned-to-Sender (RTS) Packages

If a package is refused by the recipient or otherwise
returned to sender:

  • We must receive the returned goods back to our warehouse before any credit is issued.
  • Credits (if approved) will be reduced by outbound shipping, return shipping/RTS fees, and restocking fees.
  • If returned product is not received in resalable condition, credit may be reduced or denied.

Restocking Fee

Orders that are refused at delivery or returned for
restocking prior to shipping are subject to a 20% restocking fee.

This fee may be applied in addition to any applicable
outbound shipping costs, return shipping/RTS fees, carrier fees, and inspection
costs.

Return Authorization (RA) & Instructions

If your claim is approved, Nalpac will provide a Return
Authorization (RA) and instructions. Do not ship product back without an RA.

  • Products must be returned in original packaging when possible
  • Items must be packaged securely to prevent additional transit damage
  • RA number must be clearly marked as instructed

Resolution

Depending on the issue and verification results, Nalpac may
provide the following:

  • Credit memo less any applied fees

Shipping & Carrier Notes

  • Carrier “Delivered” scans are considered proof of delivery.
  • Additional documentation may be required to support carrier claims for damage.

International Orders

By placing an international order, you acknowledge that international shipments may be subject to extended delivery timelines, import duties, custom fees, taxes etc. All import duties and associated fees are the responsibility of the Seller and or end customer not Nalpac.


Recommended Shipping Options


For the most reliable international delivery experience, we recommend selecting a UPS or FedEx international shipping method when available. These carriers typically deliver directly to the recipient rather than transferring packages to local mail carriers. They also generally provide more reliable tracking and better support for transit delays and delivery issues.

Restricted Shipping Destinations/ Prohibited Items

It is the responsibility of the seller to know what items are or are not prohibited in a particular country. Nalpac is not responsible for nor will credits be issued for any items or shipments deemed prohibited which are destroyed. The following countries are examples that have strict policies restricting custom’s clearance of adult toys and therefore are excluded from our shipping destinations:

  • Malaysia
  • India
  • Vietnam
  • Thailand
  • UAE
  • Saudi Arabia
  • Maldives

Tracking and Delivery Issues

International shipments can experience limited tracking updates, carrier handoffs, customs holds, and transit delays. Once a package leaves the United States, tracking visibility and delivery timelines may vary by country and carrier.

Nalpac cannot honor warranty replacements or damage claims for shipments outside of the United States due to the involvement of various customs departments and mail carriers that may handle the shipment in transit.

Returns and Replacements for International Orders

All shipping costs for international returns or replacements are the responsibility of the seller or end customer. Nalpac does not reimburse shipping charges in either direction for international orders.

If a return is approved, the customer is responsible for:

· Return shipping costs to Nalpac

· Any shipping costs for replacement items

· Any customs, duties, taxes, or brokerage fees associated with the original shipment, return, or replacement

Refused Deliveries and Unclaimed Packages

If an international delivery is refused, unclaimed, or returned due to unpaid duties, taxes, incorrect address information, or failure to complete customs requirements, the customer remains responsible for all shipping charges and any additional fees incurred. Credits, if issued, may be reduced by any costs charged to Nalpac for the return shipment.

Questions

If you have questions about international shipping options, delivery expectations, or estimated import fees, please contact our team prior to placing your order.

1) Shipment Lost in Transit (Domestic)

A shipment may be considered lost in transit when it is confirmed by the carrier that the package cannot be located, and delivery cannot be completed. The carrier determines the timeline for the shipment to be deemed lost.

What to do:

· Contact Nalpac Support with your order number, PO number (if applicable), and tracking number

· Nalpac will open a carrier investigation/trace when possible

Important notes:

· Carrier investigations can take time and may require documentation from both shipper and recipient

· Nalpac cannot issue credit until the carrier confirms the shipment is lost and has concluded their investigation

Resolution

· Based on the investigation results if the claim is approved, Nalpac will issue a credit memo for the lost item under the carrier insurance terms

2) Shipment Marked “Delivered”

Carrier “Delivered” scans are treated as proof of delivery by the carrier. However, Nalpac will assist in reviewing the claim when a recipient reports non-delivery.

What to do (required):

  • Notify your Nalpac or Entrenue Account Manager or a Customer Service Representative within 24 hours of the delivery scan time
  • Provide:

o Order number + tracking number

o Confirmed shipping address (including suite/unit number)

o Recipient contact name + phone number (carrier may require it)

o Any supporting details

Carrier review may include:

  • GPS delivery coordinates (where available)
  • Photo proof of delivery (where available)
  • Driver follow-up or local terminal review

3) Tracking does not show delivery or movement

Some shipments may show limited or delayed carrier scans after pickup. In many cases, the package is still moving through the carrier network.

When to contact us:

If tracking shows no movement for 3 business days after shipment pickup, please contact Nalpac

What Nalpac will do:

  • Confirm shipment details and carrier acceptance
  • Initiate a carrier trace (when eligible)
  • Provide next steps based on the carrier’s response

Important note:

Lack of scan activity does not always mean the shipment is lost

Carrier Claims

Shipping claims are subject to carrier review timelines and requirements. Nalpac will work to help resolve issues as quickly as possible, but final outcomes may be dependent on carrier investigation results.

Other Issues

Contact your Nalpac or Entrenue Sales Representative regarding all domestic shipping issues, tracking delays & lost package claims.