Customer Service & FAQs

Order Status

We process orders Monday through Friday in the order in which they are received. Orders placed after 12:00PM EST (Noon) M-Th and 11am EST Friday will not be processed until the next business day.

Order Confirmation Email

Immediately after you have successfully placed your order with, you will receive an email that contains information regarding the details of your order. The order confirmation email is your receipt that can be printed for your records. The order confirmation email includes your order number (the same number that appeared on our web site after successful submission of an order), the details of the products and corresponding prices, any credits or promotional discounts, taxes, shipping charges (if applicable), your ship-to and bill-to information, and the ship method.

Order Tracking

You can choose to check out using your phone number or email to receive shipping updates after you complete order. If you chose to check out using your phone number you will get order updates by SMS.

You can also download the Arrive App and track the status of your order.

International Taxes

International taxes might be applied depending on your country's taxes policy.

Customs duty is calculated as a percentage of the customs value of the goods.

The percentage or rate varies depending on the type of goods. You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.

The customs value is made up of:

     - the price paid for the goods, 

     - the insurance cost, 

     - the shipping cost.

You can select your preferred payment method at checkout.

  • We accept secure payments for both local & international customers via Credit Cards, Debit Cards, Apple Pay, Google Pay & PayPal. 
  • does not accept personal checks or money orders as a form of payment for online orders.

Note that additional exchange fee may apply if your currency is other than US dollars.

Shipping Methods

After entering the "ship to" addresses, you can select a shipment method for your order. Delivery charges will be applied according to your selection.

Shipping destinations

We ship both locally and worldwide.

Shipping times

Local orders take 2-10 business days to be delivered to you and we ship within 1-2 business days. Shipping time might vary depending on location, shipment method and other factors.

Shipping cost

We offer FREE standard shipping orders over $50 in US (excluding taxes).

Orders under $50 will be charged for shipping depending on your chosen delivery method and country. Full price will be displayed at checkout

Hawaii & Alaska

For shipments to Hawaii and Alaska, we offer USPS (Priority) standard shipping. 1-2 day shipping services. Shipping is FREE for orders over $50 and over. 

Your 100% satisfaction is important for us. If your order is missing a product, contains a damaged item, or other concern, please email us at Customer Service. To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your concern as efficiently as possible.

We offer a 30-days Return & Exchange Policy:

      - If a product gets damaged or was faulty upon a delivery - we offer 100% refund.

      - Timing: we have a 30-days Return & Exchange Policy, since the day item was received.

      - To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.

      - For returns, please email with the subject 'Returns' and include your order number, name and the reason for the return.

       - We will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.

       - Please note that customers are responsible for shipping costs of returned items.

        - When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.

        - If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

All wholesale requests must be submitted via email (contact or online. Please include EIN number. All requests will be responded to as promptly as possible.

Ordering from is safe and secure. Our site use Secure Socket Layer (SSL)  encryption technology. Your credit card information is encrypted when it is transmitted to us and is stored in a secure environment. SSL makes it virtually impossible for unauthorized parties to read any of the information you send us via the secure server. 

After placing your order you will receive a web confirmation and also an email confirmation.

Our website can only apply one promotional code per single order.  Promotional code discount cannot be applied on sale items

Every order will be shipped with free samples of featured products. Unfortunately, due to the large number of requests we receive we can only send samples with orders when available.

We do sell some selected products on Amazon. 

Please check out MY NUYU STORE from Amazon

We believe the animals our friends. Our products are all Cruelty-Free products.

To request an application of interest, please email