Shipping & Returns Policy

We want your experience with House Nimbus to feel straightforward and thoughtful. This Shipping & Returns Policy explains how we handle shipping, delivery timelines, returns, and exchanges, including special rules for certain products like pet beds, custom bedding, and organic mattresses.

1. Where We Ship

• Domestic: Throughout the United States.
• International: To selected international destinations via carriers such as DHL and FedEx.
• Note: For international orders, customs duties, taxes, VAT, and any import or brokerage fees are the responsibility of the buyer.

2. Order Processing Times

• Most in-stock items are processed and shipped within 2–4 business days (excluding weekends and holidays).
• Made-to-order and custom items, including certain organic mattresses and custom bedding, may require additional processing time before shipping. Any extended timeframes will be noted on the product page when possible.

3. Estimated Delivery Times

• United States (Domestic): Most domestic orders arrive within 3–7 business days after shipment, depending on the shipping method and destination.
• International: International delivery times vary depending on destination, carrier (DHL or FedEx), and customs clearance procedures. In general, international deliveries may take 7–21 business days after shipment, but this is an estimate, not a guarantee.

4. Organic Mattress Delivery Time

Our organic mattresses are handcrafted with care, using natural materials and made in small batches or to order. Delivery time depends on availability.

• In-Stock Mattresses: Ship within approximately 3–7 business days after order confirmation.
• Made-to-Order / Not-In-Stock Mattresses: Please allow up to 2 weeks for production and preparation before shipment. Once your mattress is ready, we will ship it promptly and send you full tracking details.

5. International Mattress Shipping Disclosure

Because our mattresses are not vacuum-compressed or boxed, they are shipped rolled, securely wrapped, and in their full natural form. This helps preserve the integrity of the natural fibers and structure.

For international customers:

• Shipping Costs: Non-compressed mattresses are considered oversized freight. Carriers like DHL and FedEx calculate shipping based on dimensional (volume-based) weight, which may result in higher shipping fees compared to standard packages.
• Customs, Duties, and Taxes: Your country’s customs agency may require payment of duties, VAT, import taxes, brokerage fees, inspection charges, or other fees before releasing the shipment. These charges are the buyer’s responsibility and are not collected by Nimbus Goods Inc.
• Inspections and Delays: Because the mattresses contain natural materials (such as cotton, wool, or latex), customs authorities may subject them to additional inspection, which can delay delivery. These procedures are outside of our control.
• Final Sale: Due to the size, cost, and logistics of international freight, all international mattress orders are final sale and cannot be returned or exchanged, except in cases of confirmed damage during transit.
• Delivery Coordination: DHL or FedEx may contact you to coordinate delivery, especially for large or oversized shipments. You are responsible for providing accurate contact information and being available to receive the shipment.

6. Shipping Costs

Shipping costs are calculated at checkout based on the items in your cart, your shipping address, and the chosen shipping method. From time to time, we may offer free or discounted shipping promotions; any specific terms will be clearly stated in the promotion details.

7. Risk of Loss

Once we hand your package to the carrier (USPS, UPS, FedEx, DHL, or another approved carrier), risk of loss passes to you. We will help communicate with the carrier if issues arise, but we are not responsible for delays or loss caused by the carrier.

Returns and Exchanges – General Policy

We want you to be happy with your purchase. However, because we offer a mix of standard, organic, and custom products, different items have different return windows and rules, as outlined below.

All returns must:

• Be authorized in advance.
• Be in original condition with tags and packaging (where applicable).
• Be sent back within the applicable return window.

To request a return, please contact us with your order number, the item(s) you’d like to return, and the reason.

9. Accessories and Non-Textile Goods – 14-Day Returns

• Eligible items: Home accessories, small home goods, and non-custom, non-textile items (unless otherwise noted).
• Return window: 14 days from the date of delivery.
• Condition: Items must be unused, in original condition, and with any original packaging or tags intact.

10. Pet Beds – 14-Day Returns

For hygiene and health reasons:

• Pet beds may be returned within 14 days of delivery.
• They must be unused, unwashed, and in their original packaging.
• We cannot accept returns of used pet beds.

11. Custom Bedding – Final Sale

Any bedding that is custom-made to your specifications (including special sizes, fabrics, or personalization) is final sale and cannot be returned or exchanged unless there is a manufacturing defect or damage in transit.

12. Made-to-Order Organic Mattresses – Final Sale

Our made-to-order organic mattresses are produced individually and require special handling and freight. For this reason:

• These mattresses are final sale and cannot be returned or exchanged.
• If your mattress arrives damaged or defective, please contact us as soon as possible with photos. We will review and arrange repair, replacement, or an appropriate solution.

13. Return Shipping Costs

• Our Error: If we made an error (wrong item shipped, clear defect, or damage in transit confirmed), we will cover reasonable return shipping costs or provide a prepaid label.
• Customer Preference: If you are returning an item due to preference, sizing, or a change of mind and the item is otherwise eligible for return, you are responsible for return shipping costs.
• Tracking: All returns should be sent using a trackable shipping method. We are not responsible for items lost in transit on their way back to us.

14. Refunds

Once we receive and inspect your return, we will notify you of the status. If your return is approved:

• Refunds are typically processed within 5–10 business days to the original payment method.
• Original shipping charges are generally not refundable unless we made an error or the item was defective or damaged in transit.
• Note: If the returned item is not in acceptable condition (used, washed, damaged, or missing components), we may reduce the refund or decline the return.

15. Cancellations

• You may request to cancel an order before it has been processed or shipped. We will do our best to accommodate your request.
• Custom and made-to-order items, particularly mattresses and custom bedding, may not be cancelled once production has begun.

16. Questions and Support

If you have any questions about shipping, delivery, or returns, please contact:

Nimbus Goods Inc.

• Email: info@nimbusgoodsinc.com
• Phone: (833) 364-6287

To initiate a return, please contact our customer service team with your order number.