Shipping and delivery
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
Location |
*Estimated Shipping Time |
United States |
10-30 Business days |
Canada, Europe |
10-30 Business days |
Australia, New Zealand |
10-30 Business days |
Central & South America |
15-30 Business days |
Asia |
10-20 Business days |
Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
Refunds & returns policy
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Aquanova Shop (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of https://aquanovashop.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
How much do you charge for shipping?
We provide free shipping to over 200 countries around the world*
*with some exceptions
Will I be charged any shipping, customs or duties fees?
No, the price you see is the price you pay - you won't be charged any extra fees.
When will you ship my order?
If you order an in-stock item, we’ll ship it within 3 working days.
How long will my order take to arrive?
Orders are shipped by EMS or USPS. Typically, delivery takes 5-20 working days after dispatch, but it may take longer due to factors beyond our control.
Do you provide tracking information?
You will receive your tracking information within 3-5 working days. But sometimes tracking might not be available if free shipping applies. In this case, please contact us at support@aquanovashop.com
Can I cancel my order?
You can change or cancel your order within 12 hours. Please contact us at support@aquanovashop.com
Really very good water does not leak thanks to store
The product is exactly the way it is. It is bright pink & beautiful. I have used it for a couple days and it works well. I love it! The shipping itself took almost a month, but it make sense given the circumstances of the pandemic & it is coming from overseas. Too long for my liking, but it is what it is.
The bottle is great. Large, wide. But very beautiful. The goods came to Belgium within a month. Packed was very good. Into the box and then into the cellophane with pupyshkami. There are no scratches anywhere. My daughter is happy. We'll order another smaller one. Seller recommend!
the bottle had a big dent, I popped it out but it still had a few little dents, other than that the bottle look good.
The only thing that wasn’t perfect was the straw is too big. It would probably fit the 32 oz size but I ordered the 18 oz. it’s a easy fix I can just cut it.
Seems legit. Shipping took a while, but it wasn't exactly needed quickly. I got the 32oz ones and I'm happy with them.
it was awesome and was shipped earlier than I expected, but the only defect was that the straw was a little too long for the flak, but I still recommend it!
i love it!! came just like the picture and comes in very good protective packaging!
It’s good
Received it in 20 days. I took 32OZ and it is a little bit too big. The color is exactly the same. Love it!
Shipping took a little over two months, but the bottle looks great and seems to be good quality. Does not come in a box, it’s just wrapped in bubble wrap...which was fine because I purchased it for myself.
Excellent product, shipping was a little slow due to Chinese holiday. However, the company did get it in process very quickly, it was just held at shipping center.
Fits every size hydro flask
Not a scam, you get exactly whats offered. Mine is beautiful and totally worth the price. It over all took about a month to come (i ordered it on 2/6/20 and received it 3/4/20) which i don't think is particularly bad since the price is so cheap.
Great product! Thanks so much!
Exactly as expected well pleased
received it super fast!
Very well packed, Quality is very good
It looks like exactly like in the picture. Its great!