Shipping and Handling

NUG REPUBLIC SHIPPING INFORMATION

 

What is the Cost of Shipping?

We offer FREE USPS domestic shipping on all orders!

If your order is being shipped internationally, the shipping cost will depend on various factors:

  1. The shipping carrier you select.
  2. The shipping method you choose.
  3. Where the package is being shipped to.
  4. The weight of the package.

 

When Will My Order Be Shipped?

Monday - Friday: Orders that are placed by 12:00PM (Pacific Standard Time) will be shipped out the same day.

Saturday: Orders placed by 11:00AM (Pacific Standard Time) will be shipped out the same day.

Sunday: USPS is closed, so your order will be shipped out the following business day.

 *Please Note: UPS, FedEx and DHL do not ship out on weekends. All UPS, FedEx and DHL orders placed after 12:00pm (Pacific Standard Time) Friday, will ship out the following business day.

 

Holiday Shipping Hours:

Due to an overwhelming number of orders placed during many holidays, our normal shipping times may not apply during these periods. Of course, our dedicated team will be working overtime during the holidays to ensure the fastest processing, packaging, and shipping possible.

 

When Will My Package Arrive to Me?

Delivery times depend of specific factors:

  1. The shipping method that was selected during checkout.
  2. Your location.
  3. How busy the shipping carriers are at the time of your purchase. Poor weather, such as snow storms, will tend to adversely affect the length of shipping times. In addition, shipping carriers, particularly USPS, experiences delays during holiday, such as Christmas, Valentine’s Day, Mother’s Day, and Black Friday

 

General Guidelines for USPS Delivery Times. Please

Note: These Are Only Estimates and are Not Guaranteed Delivery Times.

USPS First Class Mail: Generally takes between 3 - 7 days for delivery

USPS Priority Mail: Generally takes between 2 - 4 days for delivery

USPS Priority Mail Express: Generally takes between 1 - 2 days for delivery

*Please Note: UPS and FedEx are much more reliable with respect to their shipping times than is USPS.

 

Return Shipping Cost:

Orders that received free shipping will require you to pay the return shipping cost for non-defective items. In addition, the amount we paid to ship the item to you will be deducted from the refund.  

 

SHIPPING-RELATED PROBLEMS

Irrespective of the amount of time, effort, and money we expend to ensure the fastest processing, packaging, and shipping times in the industry, unfortunately we are unable to control the packages once they have been handed to the shipping carriers. At that time, we are entirely at their mercy.

If you are experiencing a problem related to the shipping of your package, please don’t panic, our committed customer service team will be by your side every step of the way until the matter is resolved. Our doors are always open to you, so please don’t hesitate to call or email us for any questions or assistance that you may need.

 
PROBLEM: My Tracking Information is Not Being Updated

 

ANSWER: We are sincerely sorry that USPS is not updating your tracking information as they should be. We certainly share your frustration with you, as we take steps necessary to provide all of our customers with the ability to track their packages. If your order was placed recently, please note that USPS does not update tracking information until 7:00PM (Pacific Standard Time). If your order was placed more than a day ago, then unfortunately USPS is not scanning your package at every stage the way they should be. We wholeheartedly apoplogize if this is the case; however, we our hands are completely tied when this occurs, as we have no way of forcing the post office to update your tracking data.

If you are experiencing this problem, please rest assured that your package has been shipped and is on the way to you, even though the tracking information does not confirm this. As long as you received a shipping confirmation email from us with a tracking number, that means that your package has been handed to USPS and it is in the process of being delivered to you.

 

PROBLEM: The Tracking Information Shows That My Package Has Been Delivered, But I Have Not Received It

 

ANSWER: If you are experiencing this issue, please first accept our deepest apologies on behalf of USPS. We take multiple painstaking and costly measures to offer you the very best shopping experience possible, and make sure that every order includes tracking information. The tracking information benefits you, as it enables you to monitor the progress of the delivery. It is also advantageous for Nug Republic, as it provides us with verification that the package has indeed reached its destination.

In the event that the tracking information verifies that the package has been delivered to the address on the label, as a company, we have no choice but to accept that as the case. The reason for this is that a company policy which sends out an entirely new package when a customer claims non-delivery is not sustainable. Unfortunately, many individuals will falsely claim non-delivery of their package only to take advantage of the policy and obtain free products.

As a result, Nug Republic cannot and does not offer guarantees on package delivery. We cannot send out new products or refund your credit card for claims of non-delivery once the tracking information verifies that the package has been delivered. Please note, however, that USPS Priority Mail packages will include an insurance of up to $100. We can and will certainly file a claim on your behalf; however, please note that once USPS shows that the package has been delivered, winning the claim is extremely difficult and rare.

In such an event, we kindly ask that you notify us as to the problem within 24-hours of the time the tracking information shows your package as having been delivered. We deeply apologize; however, if you fail to inform us as to this matter within this time period, no recourse will be available.

If you are experiencing this problem, please do not panic. There are several steps that can be taken, which resolves the matter the vast majority of the time.

 

SOLUTION 1: Commonly, when the tracking information shows that the package has been delivered, it is often times left with the manager or leasing office of your building. Please check with them to see if they have possibly received the package on your behalf.

 

SOLUTION 2: Most residential buildings have separate large boxes for packages that cannot fit in your mailbox. When a resident receives a package that cannot fit in the standard mailbox, the post office will place the package within the larger box, and place the key within your mailbox. Please take a moment to check your mailbox for a key to the larger storage boxes.

 

SOLUTION 3: Customers commonly make minor typos when placing an order. As an example, you may have accidentally typed “2235” rather than “2253” as the street address when placing your order. Please take a moment to look over the shipping confirmation email you received to make sure that the address the package was shipped to is accurate.

 

SOLUTION 4: If you have attempted to resolve this matter by following steps 1 to 3 above, and have been unsuccessful, we kindly ask that you visit the nearest post office to the delivery address. There, they will ask for your tracking number, your name, the delivery address, and other pertinent information. At the post office, please ask to speak to the supervisor or the Post Master, and ask him/her to confirm with the specific postman who was assigned that route of the day the package was delivered. He/she will then be able to verify if the package was indeed delivered or not, and if so, where he/she left the package. We have seen a recovery rate of nearly 100% when the customer visits the post office and follows the procedure detailed in this section.



PROBLEM: It Has Been Multiple Days Since I Placed My Order, but I Have Still Not Received My Package.
 

ANSWER: If you are experiencing a delay in receiving your package, please first accept our most sincere apologies. We wholly understand your frustration and entirely sympathize with you. However, please understand that as a company, Nug Republic takes numerous painstaking and costly steps to ensure that your package is processed, packaged, and shipped out to you as rapidly as possible. In fact, all orders placed by 12:00PM (PST) will be shipped out the very same day.

Unfortunately, once the package has been handed over to the shipping carrier, we no longer have any control over them whatsoever. USPS makes it clear on their website that with the sole exception of Priority Express Packages, no other delivery time is guaranteed, but is rather an estimate. We have spoken to USPS regarding this matter multiple times, but their response to us is always the same: “We do not guarantee delivery times.”

 

For Your Reference, Here Are the Estimated (Not Guaranteed) Delivery Times for USPS Packages:

First Class: Although on their website, USPS claims that First Class Mail takes an average of 3 days, we have experienced such packages taking as long as 10 days, depending on the location and the time of year. During the holidays, for example, USPS takes considerably longer to deliver mail due to the overwhelming number of packages being shipped in a short period of time. However, generally First Class Mail takes between 3 to 5 days.

Priority Mail: USPS estimates that Priority Mail takes between 2 to 3 days for delivery, based on your location and time of year. It is unfortunately not uncommon for it to take 3 to 4 days.

Express Mail: Priority Mail Express is USPS’ overnight delivery service. It is important to note that in order for a package to be delivered the very next business day, the order must be in no later than 12:00PM (Pacific Standard Time), as Priority Express packages must be handed to USPS by 1:00AM (Pacific Standard Time) to meet their deadline.

 

PROBLEM: My Package Never Arrived – What Do I Do?

ANSWER: If your package has not arrived to you, please first accept our deepest apology. We do everything in our power to make the shipping of your packages as swift and effortless as possible; however, once USPS takes possession of them, we are entirely at their mercy. If your package has not been delivered to you, and the tracking information shows that it is still “in route,” please rest assured that you will not be left to deal with this matter by yourself. We will be here every step of the way, assisting you in every way we possibly can. One way or another, we will certainly make sure that you are taken care of.

If you are experiencing this issue, please follow the steps below so that we can best assist you.

 

Step 1: Send Us an Email to or Call Us Regarding the Problem

Please contact us as soon as possible to alert us as to this matter. We will update the information in your file, and will be able to help guide you through this process. If we are ultimately unable to locate your package, we will certainly help you in filing a claim with USPS.

 

Step 2: Contact USPS

Due to USPS’ policies, we kindly ask that you wait a minimum of 15 days after your package was shipped prior to contacting them. This is due to the fact that USPS will not accept claims on non-delivery of packages until the 15-day period has been surpassed.

Once you have reached the 15-day mark, please contact your nearest post office, and begin the procedure to file a claim. Once the claim has been filed, they will provide you with a case number. Kindly email or call us in order to provide us with the case number so that we can do everything possible on our end to help you.

 

For your convenience, here is the USPS customer service phone number:

USPS Customer Service Line: 1-800-275-8777

 

Although markedly later than anticipated, the vast majority of the time packages have not been delivered, USPS will ultimately track down the package and get it to delivered to you. However, if you are experienced the very rare case whereby USPS is unable to locate your package, please contact us so that we can take other measures to assist you.

We completely understand how frustrating this process is, and what a hassle it can be; however, please do not panic. We have enjoyed a near 100% recovery rate for misplaced packages, and are very confident that it will ultimately arrive to you.

 

INTERNATIONAL SHIPPING PROBLEMS

 

Nug Republic is a popular website in many countries. As such, we ship to our valued customers across the globe. We routinely do whatever we can to add more countries to the list of those we sell to; however, due to the drastically different rules and regulations from country-to-country, this process takes time. If you are attempting to place an order, and your country is not listed when attempting to enter the shipping address, we regret that we are not currently selling to that specific country.

Please take an adequate amount of time to fully and comprehensively understand the laws in your specific country regarding vaporizers. Nug Republic is not responsible for packages that are confiscated by the customs department in your country.

Please note that the duties, fees, and taxes associated with the package entering your country is your sole and exclusive responsibility. Nug Republic does not reimburse you for import or duty fees whatsoever.

It is important to note that is you select USPS as your shipping carrier, the United States Postal Service will deliver the package to your country’s postal service. From there, they will be responsible for delivering the package to you. In such a case, you will notice that the tracking number shows that the package has been delivered. You will not be able to track the progress of your package once it has been handed to your local postal service provider. If you would like to track your package from beginning to end, we recommend selecting either DHL or UPS as the shipping carrier.

Important Note: Nug Republic does not assume any liability for packages shipped internationally once the package has been placed in the custody of the shipping provider.

 

Please make sure that you understand and agree to the statements in our Shipping section prior to placing your order.


Nug Republic reserves the right to refuse sales or service to any individual.

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