Shipping policy

General

This Shipping Policy describes how and when your orders are processed, shipped, and delivered.

All orders are fulfilled by Novarq Ltd., based in Croatia (EU), and shipped worldwide.

We cannot deliver to destinations subject to comprehensive sanctions or export restrictions. If we’re unable to ship to your address, we’ll notify you and cancel/refund any payment received.

Order Processing

For in-stock items, orders are typically processed within 3–5 business days after payment receipt. Business days exclude weekends and Croatian public holidays.

Processing time may extend during peak periods or for products under production.

We will notify you by email once your order has been dispatched and provide a tracking link.

Shipping Methods, Fees & Additional Costs

We select reliable carriers and service levels appropriate for your destination, item dimensions/weight, and any special handling needs. Expedited options may be available on request. Some carriers cannot deliver to P.O. boxes; please use a physical address.

The shipping fee is calculated at checkout based on the product’s weight, dimensions, quantity, and shipping address.

The shipping fee shown at checkout covers the transport from our facility to the customer’s address and the standard carrier insurance against loss or damage in transit.

Any customs duties, import taxes, brokerage, clearance fees, or any other costs charged by cutomer's local authorities are solely the customer’s responsibility and are not included in the checkout price. We do not reimburse or handle such costs under any circumstances.

We always declare full commercial value and cannot alter invoices or mark shipments as “gifts.”

Delivery Times

Estimated delivery timeframes are provided at checkout but may vary depending on location, customs procedures, and carrier performance.

Delays caused by carriers, customs inspections, weather, or events outside our control do not give rise to liability or compensation.

Undeliverable or Returned Shipments

If a shipment is returned to us due to circumstances beyond our control, including but not limited to incorrect or incomplete address, recipient unavailable, refusal of delivery, or failure to pay import duties/taxes, the customer is responsible for all associated shipping, customs, and handling costs.

If the parcel is returned:

  • All incurred costs (original shipping, return shipping, customs fees, carrier handling, etc.) will be deducted from the refundable amount.

  • Refunds are issued only once the parcel is received and inspected at our facility.

If the customer prefers re-shipment, this can be arranged once all outstanding and new shipping-related costs are paid in full.

Risk of Loss and Title

All shipments include carrier insurance that covers loss or physical damage during transit, up to the carrier’s insured value.

Risk of loss passes to the customer once the package is handed over to the carrier.

In the event of transit damage or loss, contact us immediately with your order number and photos (if applicable). We will assist in initiating a carrier insurance claim for reimbursement or replacement.

Customs Clearance

We comply with export requirements from the European Union. Customers must ensure import eligibility in their country and provide any necessary documentation requested by customs authorities.

Contact

Questions about this Shipping Policy or your purchase can be directed to:

Novarq Ltd.
Ulica Pavla Hatza 23/2, 10000 Zagreb, Croatia
Email: info@novarq.com