Shipping policy

Contents

1. Fulfillment Models

Neptune's Vanguard uses more than one production and fulfillment model. The fulfillment method applicable to one Product may differ from another Product included in the same order.

Made-to-Order and Custom Products

Certain apparel, accessories, personalized Products, custom-branding work, and similar Products are produced after purchase by Neptune's Vanguard or an independent Third-Party Provider. Production may begin shortly after an order is submitted.

Stocked or Provider-Fulfilled Products

Certain scuba, snorkeling, water-sports, accessories, general merchandise, and other Products may be stocked, distributed, drop-shipped, or otherwise fulfilled by Neptune's Vanguard, a manufacturer, distributor, fulfillment provider, or another Third-Party Provider.

The Product description, checkout information, accepted order, order confirmation, fulfillment notice, or tracking notice may identify the applicable production or fulfillment method. Products from the same order may originate from different facilities and may arrive in separate shipments.

2. Order Processing

Processing time is the period required to verify, produce, customize, procure, allocate, inspect, package, or transfer an order to a carrier. Processing time is separate from carrier transit time.

Made-to-order Products commonly require approximately three (3) to seven (7) business days for production before shipment unless a different estimate is stated for the Product or transaction.

Stocked, backordered, custom, special-order, or provider-fulfilled Products may have different processing periods stated on the Product page, at checkout, in an accepted quote or order, or in a later status communication.

Peak demand, holidays, customization, supply limitations, inventory allocation, fraud or payment review, quality-control review, provider delays, or circumstances outside the Company's reasonable control may extend processing time.

3. Delivery Estimates

Unless Neptune's Vanguard expressly guarantees a particular delivery date in writing, all production, processing, shipping, transit, and delivery dates are good-faith estimates and are not guarantees.

After fulfillment is completed and a shipment is transferred to the carrier, estimated transit times are generally:

Actual timing depends on the Product, production location, shipping origin, destination, carrier service, customs, weather, transportation networks, and other circumstances affecting the shipment.

A delivery estimate supplied by a carrier, Shopify, fulfillment provider, tracking system, or other Third-Party Provider does not become a delivery guarantee by Neptune's Vanguard unless the Company expressly adopts that date as a guarantee in writing.

4. Shipping Charges and Nonrefundability

Shipping, delivery, expedited-service, and handling charges are disclosed at checkout, included in an accepted written quote, or otherwise presented before purchase. Customers are responsible for those charges unless a written promotion or accepted transaction expressly states otherwise.

Shipping charges and Product charges are treated separately. The fact that a Product qualifies for a return, exchange, replacement, refund, credit, or other remedy does not make the original shipping charge refundable.

Nothing in this Section eliminates a shipping-related remedy that applicable law expressly requires and does not permit the parties to waive.

5. Customer-Requested Returns

Return eligibility is governed by the Return and Refund Policy. A Product should not be returned without written authorization.

When Neptune's Vanguard authorizes a discretionary return for a reason that is not caused by a verified Company error, fulfillment error, shipping error attributable to the Company, manufacturing defect, or Product nonconformity, the Customer is responsible for the cost of shipping the Product back.

Examples include an authorized return because the Customer:

• changed their mind;
• selected the wrong size;
• selected the wrong color, model, configuration, or specification;
• does not like the fit or appearance;
• no longer wants or needs the Product; or
• requests another discretionary return that Neptune's Vanguard agrees to accept.

6. Customer-Requested Exchanges

An exchange is subject to Product eligibility, condition, availability, inventory, production method, and the Return and Refund Policy. Neptune's Vanguard does not guarantee that every Product can be exchanged.

When an exchange is authorized because the Customer wants a different size, color, model, fit, configuration, specification, or other Customer-selected preference, the Customer is responsible for:

The original shipping charge from the original order remains nonrefundable.

Neptune's Vanguard may require payment of the replacement shipping charge before the replacement Product is released or shipped.

7. Company, Production, or Fulfillment Errors

If a return or replacement is required because of a verified error for which Neptune's Vanguard is responsible, Neptune's Vanguard will pay the reasonable shipping costs necessary to correct the problem.

A qualifying issue may include:

• a verified printing error;
• a verified embroidery or production error;
• the wrong Product being shipped;
• the wrong size, color, model, or specification being shipped when the Customer ordered correctly;
• a verified manufacturing defect;
• a verified fulfillment or packing error;
• a Product damaged during shipping where the applicable claim is accepted; or
• another verified damaged, defective, incorrect, or nonconforming Product for which the Company is responsible.

Payment of return shipping or replacement shipping by Neptune's Vanguard is part of the corrective remedy. It is not a refund or reimbursement of the Customer's original shipping charge.

Customers must reasonably cooperate with any required photographs, documentation, return authorization, carrier investigation, manufacturer process, or fulfillment-provider claim.

8. Expedited and Express Shipping

Expedited, priority, express, overnight, or similar shipping ordinarily affects only the carrier's estimated transit period after fulfillment.

Expedited shipping does not shorten production, customization, procurement, inventory allocation, fraud review, payment review, inspection, packaging, or other processing time unless expressly stated in writing.

Purchasing expedited shipping does not independently guarantee arrival by a particular date.

9. Shipping Destinations and Restrictions

We may ship to domestic and international destinations supported by the applicable carrier, manufacturer, distributor, and fulfillment provider. Shipping availability may vary by Product and destination.

We may decline or cancel a shipment where fulfillment would violate applicable law, sanctions, export controls, carrier rules, manufacturer restrictions, hazardous-material requirements, destination-country rules, or practical delivery limitations.

If Neptune's Vanguard cannot lawfully or practically fulfill an accepted shipment, the Product-related remedy will be determined under the Terms of Service, Return and Refund Policy, accepted transaction terms, and applicable law.

10. International Orders, Customs, Duties, and Taxes

International Customers are responsible for destination-country import rules, prohibited-item restrictions, customs procedures, duties, taxes, brokerage charges, permits, and similar governmental, customs, or carrier charges unless checkout or an accepted written offer expressly states that a particular charge is included.

Customs authorities may open, inspect, delay, reject, seize, assess charges against, or return a shipment under applicable law. Neptune's Vanguard does not control customs processing or guarantee the time required for customs clearance.

Additional shipping, return, storage, brokerage, customs, redelivery, disposal, or similar charges resulting from unpaid duties, refused delivery, failure to provide requested import information, failure to satisfy customs requirements, or failure to collect a parcel are the Customer's responsibility to the extent permitted by applicable law.

11. Shipping Address and Customer Information

Customers must provide a complete, current, and accurate recipient name, delivery address, email address, telephone number, and other information reasonably necessary for fulfillment.

Review all shipping information before submitting an order and contact us immediately if a correction is needed. Neptune's Vanguard does not guarantee that an address or recipient can be changed after production, allocation, fulfillment, label creation, or carrier processing begins.

If a shipment is delayed, misdirected, returned, lost, or assessed additional charges because of inaccurate or incomplete information supplied by the Customer, the Customer is responsible for reasonable correction, return, storage, redelivery, replacement, and additional shipping costs to the extent permitted by law.

Original shipping charges associated with an incorrect or incomplete Customer-supplied address remain nonrefundable.

12. Tracking and Split Shipments

When tracking information is available, it is normally sent to the email address or telephone number associated with the order or made available through an applicable customer account or order-status page.

A tracking record may take approximately forty-eight (48) hours, and in some circumstances longer, to display movement after a shipping label is created.

One order may arrive in multiple packages with different carriers, tracking numbers, fulfillment locations, shipping dates, or delivery dates. A partial shipment does not necessarily mean that another Product was omitted or lost.

Contact us if tracking has not been provided after the applicable processing estimate has materially passed or if tracking appears materially inconsistent with the expected shipment.

13. Delays and Force Majeure

Production, fulfillment, transportation, and delivery may be affected by circumstances outside the Company's reasonable control, including severe weather, natural disasters, public-health events, governmental action, customs, border restrictions, war, civil unrest, strikes, labor or supply shortages, carrier or utility failures, cyber incidents, fuel shortages, transportation disruption, port or airport closure, provider insolvency or cancellation, and other Force Majeure Events.

During such an event, Neptune's Vanguard may suspend fulfillment, use an alternate manufacturer, fulfillment provider, shipping location, or carrier, divide a shipment, reschedule fulfillment or delivery, cancel an affected portion, or take another commercially reasonable action permitted by the applicable transaction terms and law.

The Force Majeure provision in Section 28 of the Terms of Service applies.

14. Lost, Damaged, Missing, or Incorrect Shipments

Inspect each package promptly after delivery. Visible transit damage, an incorrect Product, or a missing paid-for component should be reported to support@neptunesvanguard.com within seven (7) calendar days after delivery so that available carrier, manufacturer, distributor, and fulfillment-provider claims can be preserved.

Include the order number, tracking information, a description of the issue, and clear photographs of the Product, exterior packaging, interior packaging, and shipping label where reasonably available.

The seven-day period is an administrative reporting request and does not eliminate or shorten a right that applicable law does not permit the Company to restrict.

We may require reasonable cooperation with a carrier, manufacturer, distributor, fulfillment provider, insurer, or other investigation. Do not discard the Product, packaging, or shipping label while a claim is pending unless instructed otherwise.

If the Claim Is Approved

If a shipment or Product is verified as lost, damaged, incomplete, incorrect, defective, or otherwise nonconforming, the Product remedy is governed by the Return and Refund Policy and applicable law.

When Neptune's Vanguard is responsible for the verified problem, Neptune's Vanguard will cover reasonable authorized return shipping and replacement shipping when required to correct the issue.

The original shipping charge remains separate from those corrective shipping expenses and remains nonrefundable to the fullest extent permitted by applicable law.

15. Packages Marked Delivered

A carrier's delivery scan, photograph, GPS delivery information, signature record, or similar record is evidence of delivery, but title and risk of loss transfer only as provided by applicable law and Section 9 of the Terms of Service.

Nothing in this Policy transfers a responsibility that mandatory consumer law assigns to Neptune's Vanguard.

If tracking shows delivery but the package cannot be located, promptly check the stated delivery location, household or business recipients, mailroom or reception areas, neighboring locations where appropriate, parcel lockers, and any carrier notice.

Contact the carrier and Neptune's Vanguard promptly so the matter can be investigated.

To the fullest extent permitted by applicable law, Neptune's Vanguard is not responsible for theft, disappearance, weather exposure, damage, or other loss occurring after correct delivery to the address supplied by the Customer.

16. Refused, Unclaimed, or Returned Shipments

A Customer may be responsible for reasonable return, storage, redelivery, disposal, brokerage, customs, replacement, or additional shipping charges when a shipment:

• is refused by the Customer or recipient;
• remains unclaimed;
• is returned because of an incorrect or incomplete address;
• cannot be delivered because the Customer or recipient is unavailable where delivery requires participation;
• cannot clear customs because the Customer failed to complete a required step or pay an assigned charge; or
• is otherwise returned for a reason attributable to the Customer or recipient.

Any Product refund, replacement, credit, exchange, reshipment, or other remedy remains subject to the Return and Refund Policy, Product condition, nonrecoverable costs, accepted transaction terms, and applicable law.

If the Customer requests reshipment, the Customer may be required to pay a new shipping charge before the Product is reshipped.

17. Shipping Disputes and Relationship to Other Policies

Shipping and Payment Disputes

Before initiating a chargeback concerning a shipping issue, you agree to contact Neptune's Vanguard and provide a reasonable opportunity to investigate unless applicable law gives you an immediate right to dispute the charge.

Nothing in this Policy restricts a lawful billing-error, card-network, banking, or consumer-protection right.

A chargeback, payment dispute, or payment reversal does not by itself make an otherwise valid shipping charge refundable or eliminate another payment obligation that remains lawfully owed.

Payment obligations and past-due balances remain subject to Section 8.1 of the Terms of Service. Disputes remain subject to Section 29 of the Terms to the fullest extent enforceable.

Relationship to the Terms of Service

This Shipping Policy supplements and is incorporated into the Terms of Service.

The Terms govern matters including order acceptance, custom Products, pricing and payment, risk of loss, Product obligations, Force Majeure, warranties, limitation of liability, dispute resolution, governing law, claim deadlines, and general contractual interpretation.

The warranty disclaimers and limitations in Section 25 and Section 26 of the Terms apply to shipping-related claims only to the fullest extent permitted by applicable law.

Relationship to the Return and Refund Policy

The Return and Refund Policy determines whether a Product qualifies for a return, exchange, replacement, credit, refund, or other Product remedy.

This Shipping Policy determines responsibility for physical processing, fulfillment, transportation, delivery, return shipping, exchange shipping, replacement shipping, tracking, and related shipping charges.

Order of Precedence

If this Policy and another Company document appear to conflict, the order-of-precedence provision in Section 33.1 of the Terms of Service controls: a signed participant or transaction-specific agreement controls for its specific subject; accepted order details control for price and scope; then the Terms of Service; then the general Policies, unless mandatory law requires otherwise.

18. Contact Us

For shipping, tracking, delivery, return-shipping, exchange-shipping, damage, or fulfillment questions, contact: