FAQ

We, Nomatic, Inc., value the trust that our customers place in us and our high-quality products. We take our reputation very seriously and do all in our power to ensure that all products bearing our mark offered for sale are genuine, authentic, and safe. For this purpose, all product offered and sold on Costco Next are intended for personal use only and not for resale. Any suspected resale of our product for personal or business profit is strictly prohibited. Nomatic reserves the right to cancel orders that appear to be for resale purposes-- characteristic of reselling include but are not limited to: bulk purchases, frequent orders, orders by known resellers, etc..

We are an Utah-based company operating with 2 fulfillment centers. We have warehouses in the U.S, and Canada. All orders are shipped from the warehouse closest to the shipping address provided at checkout. However, we cannot promise an order will ship from a certain warehouse, as our team works as hard as possible to get orders out as quickly as they can, and stock may be limited in select warehouses. In this case, orders will ship from the warehouse that has sufficient stock.

Please note that it takes 1 Business Day to process your order regardless of shipping method selected at checkout.



Example: If you place an order on Friday morning, your order will not ship out until Monday, regardless of the shipping method selected.

*During Holiday Sales and Promotions orders may take up to 3-5 Business Days for our warehouse to process and ship your order.

**Please note that international shipments may take longer to ship and rural locations may take longer to deliver as well.

At this time we do not offer weekend deliveries.

Normal transit times within the US are 3-5 Business Days.

NOMATIC has partnered warehouses in the U.S and Canada, to help manage a quick, efficient, and economical supply chain.

US ORDERS US Sales Tax will be applied to all U.S orders at checkout

Customers are responsible with ensuring to comply with laws and regulations of the country of destination. NOMATIC does not have any responsibility on these additional charges that may apply.

WHO PAYS FOR CUSTOMS FEES? Generally, buyers pay the additional costs such as duties, taxes, and customs clearance fees. Import charges can vary widely but are most commonly based on the price and type of item, origin country, and the taxes, duties, and fees of the destination country.

RULES & REGULATIONS It is illegal to mark orders as gifts or alter the commercial invoices to another value to avoid duties and import fees. NOMATIC will not alter invoices.

Shipping is INCLUDED on all domestic orders

Our team works as quickly as possible to get your order shipped once you place your order. Warehouse operations are Monday- Friday from 9 AM - 2 PM MST. Orders placed between these times are sent directly to our fulfillment centers. If you place an order between these times you will need to contact a customer service rep to manually cancel or edit your order. We cannot guarantee that we will be able to make any adjustments to an order once it has been placed. We will do our best to make any address corrections or cancellations before your order has been processed and leaves our facility.

Sorry to hear that there were missing items in your shipment. We want to make sure that you get all the items in your order

If multiple items were in your order please review your tracking link to insure another package is in transit and may be delivered shortly. If another package has not arrived within 2 Business days of your first delivery please fill out our Missing Items Claim Form.

Sorry to hear that your order may have been lost in transit. It typically takes 3-5 Business days for US Domestics shipments.

Packages may be marked as delivered pre-maturely by carriers. Please wait for at least 2 Business Days after your order was scheduled to be delivered before reaching out to customer support.

If it has been more than 2 Business days past your scheduled delivery please fill out our Lost Shipment Claim Form.

Our team works as quickly as possible to get your order shipped once you place your order. Warehouse operations are Monday- Friday from 9 AM - 2 PM MST. Orders placed between these times are sent directly to our fulfillment centers. If you place an order between these times you will need to contact a customer service rep to manually cancel. We cannot guarantee that we will be able to make any adjustments to an order once it has been placed. We will do our best to make any address corrections or cancellations before your order has been processed and leaves our facility.
Once a shipment has left our warehouse we are not able to make any in transit address corrections. If you are needing to have your shipment held at a pick-up location, have the delivery put on a vacation hold you can coordinate that with the carrier.

We understand that this is frustrating and sincerely apologize for the inconvenience that this may cause. Unfortunately, we are unable to make any changes to your order once it has been placed.

Sometimes carriers may accidentally mark a shipment as delivered, but you haven't received your shipment yet.

If your tracking information shows that your package was delivered, but you can't find it please review the following steps:

• Verify your order confirmation email to ensure you provided the correct shipping address
• Look for a notice of attempted delivery
• Look around the delivery location for your package
• See if someone else accepted the delivery, unless you have health or safety concerns about doing so (ask a neighbor if they've accidentally received your shipment.)
• Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.


If you complete those steps and still haven't received your order file a lost shipment claim in the link below.

LOST SHIPMENT CLAIM FORM

We are taking the situation of COVID-19 very seriously and monitoring how the dynamic situation changes hour to hour. Our main priority is the health and safety of others and do our part in containing the virus. Right now, in the midst of COVID-19 all of our warehouses are taking the necessary precautions to operate in a safe and reliable manner. Our warehouses are working rotating shifts to mitigate COVID-19 exposure risks, this may cause unexpected delays in orders being processed. Orders shipping to Italy, and other countries placed on lockdown in the coming days may have a delay in shipping depending on extenuating circumstances. For cities that are currently in quarantine, our shipping partners have assured that deliveries are still being made but proper precautions are being made. Package signatures will no longer be an option to protect everyone from COVID-19 exposure.

If you are unable to complete your shipping address during checkout means that your address is not meeting the certain criteria set by our shipping partners. If you're unable to complete your shipping address or follow the troubleshooting steps below:

VERIFY Shipping Address -Verify that you have entered your address correctly, including correct Zip Code, Country, and house number. We use a 3rd party integration to verify all shipping addresses are valid before checkout to insure a smooth delivery.

PO BOX -We do not ship to PO Boxes. Due to the size of our shipments there are high rejection rates for PO offices not accepting our shipments. Please use an alternative address to ship your orders to.

Non-Latin Characters Used in Address - Our shipping carrier partners required that all addresses be provided in only latin characters. The use of any Non-latin characters will result in an order be automatically being cancelled, or shipped to incorrectly. NOMATIC will not cover the cost to reship an order due to an order being placed with non-latin based characters provided at checkout.

Address line is longer than 35 Characters -- Our shipping carrier partners required that all address lines are no longer than 35 characters. Addresses longer than 35 characters per line will not be accepted. If you address is longer than 35 characters please use appropriate abbreviations (EX: RD, CIR, ST, etc...).