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FAQ

COVID-19 NOTICE

We are operating normally! However, occasionally shipping may take longer than usual and unexpected delays may occur. 

In some locations deliveries might be limited and, for example, require you to pick up your product from a service location rather than get it delivered to your door. These circumstances apply equally to all businesses and are outside of our control. 

We apologize for the inconvenience and thank you for your patience during this difficult time.

Are you open for business?

Yes!

Do I have to pay for shipping?

Most of our orders are charged for shipping to cover our costs to send the products to you. The cost varies depending on your location. You can always find the shipping cost for your specific order on the checkout page before commiting to a purchase. 

As of this writing, we offer free shipping on all US orders above $50. Our shipping costs may change over time. Please see the checkout page or contact our live chat to find out more.

How long does it take to ship? / When will I receive my package?

Because of strict requirements on sending batteries through air mail, orders that include our battery pack typically must be sent through ground transport. This means shipping takes a bit more time. Sadly, these restrictions also mean that we may not be able to ship our battery product to certain overseas locations. We appreciate your understanding. 

US orders ship from our warehouses in Pennsylvania and California and typically arrive in 3-8 days. We will normally send out the package within one work day, at which time your tracking number will be emailed to you so that you can follow your package. Canadian orders also ship from the US but may take longer. 

European orders are now sent from our new warehouse in Germany. Shipping time may vary, but should usually be around one week. You can always find the shipping cost for your specific order on the checkout page. 

We try to process and send international orders as soon as possible, but in some cases they may take a couple of weeks to arrive. Tracking information may be missing or delayed for some international orders. We apologize for the inconvenience. 

Do you offer returns?

You can send our products back for a refund if you're not happy for at least 30 days. You can always contact us if a longer period of time has passed and our excellent customer service staff will do our best to accomodate you. 

Do you ship to my country?

We're still shipping products globally in spite of significant difficulties. Just go to checkout to see the shipping cost to your location. If you are one of the people who live outside of our current shipping zones, please get in touch and we will see if we can help.

Our popular battery products are only available in Europe (including the UK), Canada, and the continental US.

Battery shipping to APO/FPO/DPO addresses is also restricted.

Do you dropship?

No, we do not dropship anything. We own and manage all our own inventory.

Do you offer volume discounts?

Yes! If you want to become a distributor or just buy a large quantity, please send us an email at info@nivrana.store. We are always happy to work with our B2B partners. 

Do I have to pay tax?

As with all shopping, you are ultimately responsible for paying duties and taxes if your government requires it. If you live in the EU or UK, you are legally obligated to pay VAT. This tax is required by your government - it has nothing to do with us. As of this writing, there is no additional tax above the prices displayed. You can always see the full cost for your order at checkout. 

As our European shipments are handled within the European Single Market, there should usually not be any customs controls. If you experience any issues related to customs and taxes, please contact us and we will help you solve it.

If you are a European business with a registered VAT number, your purchase may be tax exempt. Please contact us at info@nivrana.store for more information.