Nelly's Security

Shipping Policy & FAQs



Which carrier is used for Free Ground Shipping?

It is up to the shipping department's discretion as to which carrier will be used. We ship using Fedex, UPS and USPS.


What if I would like to choose a specific shipping carrier?

You absolutely can choose a shipping carrier during checkout but this will not fall under "Free Ground Shipping", the cost of shipping will be based on the order size.


What is the cutoff time for the order to ship out the same day?

It is Monday to Friday by 11 A.M. Central Time. This time is subject to change so please check our website or contact our Customer Service.


What happens if a package is lost during transit?

In the event the package is lost during transit, a case is opened with the shipping carrier and after a resolution we can send out replacement equipment or issue a refund. No refunds will be issued prior to that.


What happens if Package is stolen once it is delivered to the destination?

At the point the package is delivered it is the Customer's responsibility to ensure they receive the package on timely Manner. If the package is stolen in some cases a claim can be filed through Homeowner’s Insurance.


What if my item was damaged during transit?

Please contact our customer service immediately in that scenario so we can file a claim with the shipping carrier.


Will signature be required on my Order?

FedEx often requires signature over a certain Value or if it is an expedited order. For other carriers that might vary. At times it is also up to the delivery driver to make that call. Upon request, option can be added to require a signature.

If you have any questions, please contact us via telephone at 855-340-9999, email, or visit our contact us page.

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