While we work with world-class carriers, occasional delays can happen due to high volumes, weather, or logistical disruptions. This guide helps you identify when a delay is normal and what steps to take if your parcel is missing.
When is a shipping delay considered "unusual"?
Before contacting support, check your tracking link for these standard scenarios where a "pause" in updates is normal:
Clearing to a Nivoda Hub: If the stone is moving from an international supplier to one of our hubs (US, UK, HK, NL, AU, or ZA), it may sit in a "Clearance" status for 24–48 hours. You do not need to take any action here. Nivoda handles all customs and duties for stones arriving at our hubs.
Clearing to your country: If the stone is being shipped from a hub directly to your country, customs may sit in "Clearance." While Nivoda handles the paperwork, your local customs authority might occasionally request an import permit or ID from you. See; What should I do if my order is delayed in customs?
The "Hub Gap": It is normal for tracking to appear "stuck" for 2–3 business days while a stone is physically moving between an international supplier and a Nivoda Hub.
What steps should I take if my parcel is delayed?
If your tracking has not updated for more than 3 business days, or the ETA has passed without a delivery attempt, please follow these steps:
Verify the Address: Check your order dashboard to ensure the delivery address is 100% correct.
Check for Carrier Notes: Check your tracking (sent via email and also on the orders dashboard. Look for notes like "Held at Facility" or "Business Closed," which may indicate a failed delivery attempt.
Contact Support: Reach out to us with your Order ID. Our logistics team has direct lines to carrier investigators and can open a case to locate your package.