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Shipping Policy

Shipping Policy

At Norquemarix, we are committed to providing customers with a clear, dependable, and efficient shipping experience. Every order is prepared with care and arranged for shipment so that products can reach the delivery address provided by the customer in suitable condition and within the expected timeframe.

This Shipping Policy explains how orders are processed, applicable shipping charges, estimated delivery periods, tracking procedures, customs responsibilities, and the steps to follow if a package arrives damaged, goes missing, or is marked as delivered but cannot be located.

1. Order Processing and Preparation

Orders are typically reviewed, prepared, and processed within 2 business days after the order has been confirmed.

Business days exclude Saturdays, Sundays, and public holidays.

Once your package has been handed over for shipment, Norquemarix will send a shipping confirmation to the email address associated with your order. Where available, this confirmation will include tracking information that allows you to follow the progress of your shipment.

2. Shipping Fees and Free Shipping

Shipping charges are based on the total value of your order.

Standard Shipping Fee

Orders that do not qualify for free shipping will be charged a flat standard shipping fee of $5.99.

Any applicable shipping charge will be clearly displayed during checkout before payment is completed.

Free Standard Shipping

Norquemarix provides free standard shipping on orders with a total value above $45.98.

Discounts, promotions, or other adjustments applied to an order may affect whether the final order value meets the free-shipping requirement.

3. Estimated Delivery Times

To support product availability and efficient fulfillment, orders may be dispatched from one of our available regional distribution facilities.

Estimated delivery timeframes are as follows:

  • United States: 7–12 business days

  • Canada, United Kingdom, and Europe: 7–15 business days

  • Australia, New Zealand, and Asia: 8–15 business days

These delivery periods are estimates only and do not represent guaranteed delivery dates.

Although we make reasonable efforts to support timely delivery, delays may occasionally occur due to circumstances outside the direct control of Norquemarix. These circumstances may include:

  • Customs inspections

  • Border or import processing

  • Carrier disruptions

  • Severe weather conditions

  • Public holidays

  • Transportation delays

  • Local delivery conditions

4. Order Tracking

After an order has been dispatched, the available tracking number will be sent to the email address associated with the order.

Customers may monitor their shipment through our Track Your Order page or by entering the tracking number directly on the website of the applicable delivery carrier.

Please note that tracking information may not appear immediately after dispatch. Allow up to 48 hours for the carrier's tracking system to register and display updated movement or scanning information.

5. Customs Duties, Taxes, and Import Charges

International orders may be subject to customs duties, import taxes, tariffs, brokerage fees, or other charges imposed by the destination country, customs authority, or local government.

Norquemarix is not responsible for paying these additional fees.

Any charges assessed during customs clearance, international transportation, or after the shipment reaches the destination country are the responsibility of the customer.

Customers are encouraged to review the applicable customs, tax, and import requirements in their country or region before placing an order.

6. Damaged, Missing, or Stolen Packages

Customer satisfaction and the safe delivery of products are important to Norquemarix. We recommend inspecting both the package and its contents promptly after delivery.

Items Damaged During Shipping

If your order arrives damaged, please contact our customer support team at support@Norquemarix.com within 72 hours of delivery.

Please include the following information with your request:

  • Your order number

  • A clear photograph of the damaged item

  • Photographs showing the exterior and interior packaging

  • A short description of the damage

After reviewing the submitted information and supporting evidence, Norquemarix will arrange a free replacement for any item confirmed to have been damaged during transit.

Where appropriate, a full refund may be offered instead of a replacement.

Claims received after the 72-hour reporting period or without supporting photographs may be more difficult to investigate or verify.

Packages Marked as Delivered

Norquemarix is not responsible for packages that are lost, misplaced, or stolen after the applicable shipping carrier confirms that the shipment has been successfully marked as “Delivered.”

If the tracking information shows that your package has been delivered but you are unable to locate it, we recommend taking the following steps first:

  • Check around the delivery location, including entrances, porches, garages, mail areas, and other secure locations.

  • Ask household members, neighbors, building staff, or reception personnel whether they accepted the package.

  • Contact the applicable shipping carrier, such as USPS, UPS, FedEx, or another assigned delivery provider, and request an investigation or submit a delivery claim.

Norquemarix can provide available tracking records and reasonable shipping information to assist with your enquiry to the carrier.

However, a refund or replacement cannot be guaranteed when the carrier confirms that the shipment was successfully delivered to the address entered during checkout.

Customers are responsible for ensuring that the delivery address and all related shipping information are complete and accurate before placing an order.

7. Contact and Company Information

If you have questions regarding shipping, order tracking, damaged products, delivery issues, or this Shipping Policy, please contact us using the details below.

Brand Name:
Norquemarix

Legal Entity:
HONGKONG ROTIA TECH CO., LIMITED

Customer Support Email:
support@Norquemarix.com

Business Address:
ROOM A, 16/F., AMTEL BUILDING, 144-148 DES VOEUX ROAD CENTRAL, CENTRAL, HONG KONG