Shipping & Delivery

Orders confirmed before 14:00 on business days ship the same day; orders completed later, or during weekends and holidays, are processed the next business day. Upon confirming payment by bank transfer, an email with the order ID is sent, followed by a second message with the tracking number once the package has shipped.

• Check the digital dispatch notification and open the tracking link provided.
• Visit the tracking section on the site and enter your order reference number.
• Online tracking activates when the courier scans the package at its sorting facility, typically within 24 hours of dispatch.
• The system details the package moving through each logistics hub until final delivery.

Delivery times are calculated in business days from dispatch and represent operational estimates, not binding commitments. Deliveries to remote areas may require 1 to 2 additional days.

Standard shipping is free on orders from $180000 to Colombia; orders below that amount are charged $12500. The final amount for the specified address is calculated on the checkout screen before confirming the order.

For shipments outside Colombia, shipping costs and transit times are calculated at checkout. Customs fees and import duties are determined by destination country authorities and are the sole responsibility of the buyer. Any shipment returned due to refusal at customs will be processed under our returns policy.

6.1 Damaged

Inspect the packaging upon delivery. If you notice broken containers, gels, or tubs, take photos of the damage and email [email protected] within 48 hours. We will replace the product or issue a refund; returning the damaged item is not required unless explicitly requested by our team.

6.2 Lost

If tracking shows no updates for 5 consecutive business days, contact us with your order number. We will file a formal claim with the carrier and, according to your preference, process a replacement or full refund within a maximum of 10 business days after receiving notice.

6.3 Delivery confirmed but package not received

Check with household members, building concierge staff, or the nearest post office branch; if the issue persists, notify us within 3 days of the recorded delivery date. We will open an investigation with the carrier and provide regular updates until it is resolved.

You can reach us at [email protected] or by phone at +57 333 879 6593 during Mon-Thu 09:15 - 18:00, Fri 09:15 - 16:00, Sat 09:45 - 14:00. All inquiries are answered within one business day.

Merchant

Nexonutricin S.A.S.

Registered address

Calle 18 No. 8-43, Oficina 202, Pereira, 660002, Colombia

Email

[email protected]

Phone

+57 333 879 6593