Overview
Neloz Distribution partners with trusted logistics providers to ensure that orders are processed, packed and dispatched with care. This policy explains order processing timelines, shipping responsibilities, tracking, international shipments, and steps to take when delivery issues arise.

Processing times and lead times
After order confirmation and receipt of applicable payments, production and processing begins. Processing time depends on product type and customization level and typically ranges from 7 to 21 business days for standard SKUs. Orders that include private-labeling, packaging customization, or complex trims may require longer lead times which will be communicated in the quotation.

Packaging and handling
We place strong emphasis on packaging quality to reduce transit damage. Products are packed using appropriate materials, labelled clearly and palletized or boxed according to the volume and nature of the shipment. For fragile or premium textile items, additional protective packaging is employed to preserve product presentation and quality.

Shipping carriers and tracking
Neloz Distribution works with national and international carriers depending on destination and service level selected by the Buyer. Tracking information will be provided once the shipment is handed over to the carrier. Buyers are encouraged to monitor their shipments using the provided tracking links and contact carriers directly for transit-specific queries.

Charges, duties and customs
Unless otherwise agreed, shipping charges, insurance, import duties, taxes and customs clearance fees are the responsibility of the Buyer. For international shipments, Buyers must ensure compliance with local import regulations. Neloz will provide commercial invoices and necessary documents to assist with customs clearance but cannot be held liable for delays or costs arising from customs inspections or regulatory holds.

Partial shipments and split orders
Large or complex orders may be shipped in multiple consignments to expedite delivery. In such cases, Neloz will notify the Buyer and supply separate tracking references for each consignment. Partial shipments do not affect the validity of the order; invoices will reflect shipped quantities accordingly.

Delays and exceptions
While Neloz will make reasonable efforts to meet delivery schedules, delays can occur due to carrier issues, customs inspections, force majeure events, or unforeseen circumstances. In such events, Neloz will communicate promptly and work with the Buyer and carriers to mitigate delays.

Claims for loss or damage
If goods are received damaged, buyers must report the issue to both the carrier and Neloz within 48 hours of delivery and retain packaging for inspection. Claims must include photos and a detailed description. Neloz will cooperate with carriers and insurers to process claims and determine liability.

Contact and support
For shipping queries, tracking support, or to arrange special shipping instructions, please contact our logistics team. We endeavour to provide clear communication and proactive solutions to support your business operations.