Shipping policy

Shipping Policy

Reliable & Secure Delivery — Every Time

This Shipping Policy applies to all orders placed with Nexovia Global Ltd, trading as SleepWav Pro ("SleepWav Pro", "we", "us" and "our"). We take great care to ensure every order is securely packed and handled with precision from our door to yours.

Processing Time

Orders are processed and dispatched within 1–2 business days of payment confirmation. Orders placed on weekends or public holidays are processed the next business day.

During busy periods such as sales or holidays, processing may take slightly longer — we'll let you know if there's a significant delay with your order.

Shipping Time

Once dispatched, delivery typically takes 8–12 business days, depending on your location.

Please note that delivery times are estimates, not guarantees, and may occasionally be affected by factors outside our control, such as customs processing, carrier delays, extreme weather, or peak seasonal demand.

Total estimated delivery time = processing time (1–2 business days) + shipping time (8–12 business days).

Carriers

All orders are delivered via your local postal service or a regional carrier, depending on your delivery address.

Order Tracking

You'll receive a tracking link by email as soon as your package is on its way. Please allow 2–5 business days after dispatch for tracking information to become active, as carriers can take time to register the first scan.

If your tracking hasn't updated for more than 7 business days, contact us at contact@nexoviagloballtd.com and we'll investigate with the carrier.

Customs, Duties & Taxes (International Orders)

Orders shipped internationally may be subject to customs inspection, import duties, or local taxes determined by your country's customs authority. Any such charges are the responsibility of the customer and are not included in your order total or shipping cost. Customs processing may also add time to the delivery estimates above.

Address Accuracy & Responsibility

Please ensure your shipping address is complete and accurate at checkout. If an incorrect or incomplete address is provided, we will reach out via the contact information on your order. If we do not receive a response within 7 days of our outreach, we are no longer responsible for the package being delivered to the correct address, or for any replacement or refund. It is the customer's responsibility to respond in a timely manner to prevent delays or misdelivery.

If a package is returned to us due to an incorrect address, failed delivery attempts, or being unclaimed, we can reship it at the customer's expense or issue a refund for the product cost minus the original shipping fees.

Lost, Delayed or Damaged Packages

Delayed: If your order hasn't arrived within the estimated timeframe, first check your tracking link, then contact us and we'll chase it up with the carrier.
Lost: If tracking confirms your package is lost in transit, we'll send a free replacement or issue a full refund — your choice.
Damaged in transit: If your order arrives damaged, please contact us within 14 days of delivery with photos of the item and packaging, in line with our Return & Refund Policy, and we'll send a replacement or refund you in full.

Order Changes & Cancellations

If you need to change your shipping address or cancel your order, contact us at contact@nexoviagloballtd.com as soon as possible. We can usually make changes before the order is dispatched. Once an order has shipped, we're unable to redirect it, but you can return it under our Return & Refund Policy once it arrives.