Shipping policy

Last updated: August 19, 2026

This Delivery and Shipping Policy explains how orders placed through diy.dna.shopping are produced, shipped, tracked and delivered.

1. Order Processing and Production

Most personalized products are produced after an order is submitted. Our usual production time is 1–6 business days.

Production may include:

• Reviewing the submitted design and device model;
• Generating production files;
• Printing and manufacturing the personalized product;
• Quality inspection;
• Packaging; and
• Preparing the shipment for carrier collection.

Business days do not normally include Saturdays, Sundays or public holidays in the production or shipping location.

Production may take longer during major promotions, public holidays, peak shopping periods or when a product requires additional quality checks.

If a product becomes unavailable after you place an order, we will contact you as soon as reasonably possible. Depending on the circumstances, we may offer an alternative product, wait for restocking or cancel and refund the affected item.

2. Estimated Total Delivery Time

Total delivery time is calculated as:

For example, an order requiring four business days of production and eight business days of shipping may take approximately twelve business days in total.

The delivery estimate displayed during checkout or in your order confirmation is the most relevant estimate for your specific order and destination.

3. Standard Shipping Estimates

Estimated shipping times begin after the order has completed production and has been handed to the carrier.

These estimates do not include production time, customs clearance or delays outside our reasonable control.

Standard shipping times may vary significantly by country, region, postal service and delivery address. Standard shipping does not include a guaranteed delivery date.

4. Express or Expedited Shipping

Express or expedited shipping may be available for certain products and destinations. When available, the estimated shipping time is generally 3–5 business days after dispatch.

Express shipping does not reduce the time required to manufacture a personalized product unless the checkout page specifically states otherwise.

Express shipping prices depend on the destination, package weight, order size and available carrier. The applicable charge will be displayed during checkout.

Express delivery is normally more predictable than postal delivery, but it is still subject to customs, carrier and destination-specific delays and is not guaranteed unless expressly stated during checkout.

5. Shipping Methods and Carriers

We select carriers and shipping services based on the destination, product, package size, service availability and selected shipping method.

A single order may occasionally be divided into multiple shipments when products have different production times, are produced at different facilities or require different carriers. You will not be charged additional shipping fees solely because we divide an order into multiple shipments.

Some shipments may require a signature. Please ensure that someone is available at the delivery address where a signature is required.

Door-to-door delivery is standard in most locations. In certain remote areas or countries, the carrier may deliver the parcel to a post office, collection point or local service center.

6. Shipping Availability

We ship to many international destinations. Available shipping methods and costs depend on the delivery address entered during checkout.

We may be unable to ship certain products to certain countries or regions because of carrier restrictions, customs rules, sanctions, product limitations or other legal or logistical requirements.

If checkout does not provide a shipping method for your address, we may not currently be able to ship that order to your location.

Delivery to PO boxes, military addresses, parcel lockers and remote locations may be unavailable or limited depending on the carrier.

7. Shipping Fees

Shipping fees are calculated based on the destination, shipping method, package weight, order size and available carrier services.

The final shipping charge will be displayed during checkout before you submit payment.

Shipping charges are generally non-refundable for voluntary or change-of-mind returns. This does not apply where a refund of shipping charges is required by law or where the return results from our confirmed error.

8. Free Shipping Promotions

We may offer free standard shipping for selected destinations, products, order values or promotional periods.

Eligibility is determined using the order value after applicable discounts and before any taxes, duties or excluded charges, unless the promotion states otherwise.

Free shipping availability and any minimum order threshold will be shown during checkout or in the applicable promotion terms.

Free shipping may not be available in every country or for every product. Express shipping is not included unless expressly stated.

9. Tracking Your Order

After your order has been dispatched, we will normally send a shipment confirmation email containing available tracking information.

Tracking information may take approximately 2–4 business days after dispatch to appear or update in the carrier's system.

If an order contains multiple shipments, you may receive more than one tracking number.

Carrier tracking information is provided by the carrier and may occasionally be delayed, incomplete or inaccurate. A lack of an immediate tracking update does not necessarily mean that the package has not moved.

If you have not received tracking information after the estimated production period, contact us at joel@nikola.vip .

10. Delivery Addresses

You are responsible for providing a complete and accurate shipping address, recipient name, telephone number and any other information required for delivery or customs clearance.

Contact us immediately if you notice an address error. We may be able to update an address before production or shipment, but changes cannot be guaranteed.

Once an order has been dispatched, we may be unable to change or redirect the delivery address. You may contact the carrier directly to ask whether redirection or collection options are available.

If a package is returned or lost because an incorrect or incomplete address was provided, you may be responsible for reasonable reshipping or replacement costs, subject to applicable law.

11. Customs, Import Taxes and Duties

International shipments may be subject to import taxes, customs duties, brokerage charges, clearance fees or other government charges imposed by the destination country.

Unless checkout expressly states that duties and taxes are included, these charges are not included in the product price or shipping charge and are the responsibility of the recipient.

We do not control or determine the amount of customs charges. Contact the customs authority in your destination country for additional information before placing an order.

Customs authorities may request identification, tax information, proof of payment or other documents. Failure to provide required customs information may result in delay, return or disposal of the shipment.

Refusing to pay applicable customs charges does not automatically entitle you to a full refund. Any refund for a refused or returned international shipment will be determined after the package is returned and may exclude shipping fees, customs charges and other unrecoverable costs, to the extent permitted by law.

12. Peak Seasons and Public Holidays

Additional production or shipping time may be required during:

• Major sales and promotional events;
• Valentine's Day and other gift-giving periods;
• Year-end holiday periods;
• Public holidays in production or destination countries;
• Severe weather or natural disasters;
• Carrier service disruptions; and
• Periods of unusually high customs volume.

If you require an order by a specific date, place the order well in advance and select express shipping when available. A delivery estimate is not a guarantee that an order will arrive before a particular event or date.

13. Failed Delivery, Refused and Unclaimed Packages

A delivery may fail because:

• The delivery address is incomplete or incorrect;
• No one is available to accept a signature-required package;
• The recipient does not collect the package from a pickup location;
• The recipient refuses the package;
• Required customs information is not provided; or
• Applicable import charges are not paid.

If a package is returned to us, contact us to discuss available options. Because personalized products generally cannot be resold, reshipping or refund eligibility will depend on the circumstances, our Return and Refund Policy and applicable law.

You may be responsible for reasonable reshipping charges and other costs resulting from an address error, refusal, failed collection or failure to complete customs clearance.

14. Delayed Shipments

Carrier and customs delays can occur after an order has been dispatched. Please review the carrier's tracking page for the latest available information.

A shipment is not necessarily considered lost solely because it has passed the estimated delivery date.

If tracking has not updated for an unusually long period, contact us so that we can review the shipment and, where appropriate, open an investigation with the carrier.

Carrier investigations may take additional time. We will provide a replacement, refund or other appropriate remedy if the package is confirmed lost and a remedy is required under our policies or applicable law.

15. Packages Marked as Delivered

If tracking shows “delivered” but you cannot locate the package:

1. Check the mailbox, entrance, reception desk and other safe locations;
2. Ask household members, neighbors or building staff;
3. Confirm that the shipping address on the order is correct;
4. Allow up to 24–48 hours for an early delivery scan to be corrected; and
5. Contact the carrier using the tracking number.

If the package is still missing, contact us promptly with your order number and tracking information. We may ask you to complete a carrier declaration, police report or other supporting documentation where reasonably necessary.

16. Damaged or Incorrect Deliveries

Inspect the package and product promptly after delivery. If an item arrives damaged, defective, incomplete or incorrect, contact us as soon as possible.

Please provide:

• Your order number;
• A description of the issue;
• Photographs of the product;
• Photographs of the shipping package and shipping label; and
• A video where reasonably necessary to demonstrate the problem.

Verified damaged, defective or incorrect items will be handled under our Return and Refund Policy and applicable consumer law.

17. Risk of Loss

For consumer orders, risk of loss or damage normally passes to you when the package is delivered to you or to a person designated by you.

If you independently arrange a carrier that we did not offer during checkout, risk may pass when the product is handed to that carrier, where permitted by law.

Nothing in this section limits rights that cannot legally be excluded.

18. Store Pickup

Online orders are delivered through the shipping methods offered during checkout. Store pickup or in-person collection is not available unless it is specifically offered as a checkout option.

19. Returns After Delivery

This policy covers production, shipment and delivery. Return eligibility, return shipping costs, refunds, exchanges and personalized product exclusions are governed by our Return and Refund Policy .

Do not send a product back to the address printed on the shipping package unless we specifically instruct you to do so. The original sender address may not be the authorized return facility.

20. Contact Us

For production, shipping, tracking or delivery questions, contact:

Include your order number in the subject line so that we can assist you more efficiently.