Shipping policy

At Nesu, we’re committed to accurate delivery timelines and clear, fair shipping terms. Every order is prepared with care and swiftly so you may enjoy your new furniture as soon as possible. Please review all of our shipping policies for details on timelines, terms and exclusions. 

Processing & Shipping Timeframes

  • Processing Time: Orders are processed within 2–3 business days. During peak seasons, processing may take up to 4–5 business days. 
  • Standard Shipping: Delivery typically takes 3–7 business days after processing.
  • Delivery Window: An estimated shipping date will be provided at checkout. Once your order has shipped, you’ll receive tracking information to monitor your delivery. The window is an estimate. Timing may vary slightly, your order may arrive earlier or a few days later than the estimated dates.

Please note: Shipping and delivery dates are estimates only and cannot be guaranteed. Nesu is not liable for shipping delays outside of our control (e.g., carrier delays, weather, supply chain issues).

Shipping Rates

  • Express / Standard Shipping: Free on all orders
  • Currently we only deliver to Canada and USA.

Please note: Shipping method may differ based on the delivery address, region and building type. 

Delivery Process

Our standard delivery method is to the door delivery. Orders are shipped with trusted carriers who will deliver your packages to your front door whenever possible.

  • Houses: Delivery is usually made directly to your doorstep.
  • Apartments/Condos: If the carrier cannot deliver to your unit, your order may be left at the building’s mailroom, lobby, or leasing office.

You’ll receive tracking numbers once your order has shipped so you can follow its journey and manage delivery directly with the carrier.

While not required, we recommend having someone available on delivery day to receive and inspect your order.

Title & Risk of Loss

Ownership of the product and risk of loss pass to you when your order is delivered to the shipping address you provided. If your order is lost or damaged in transit, we’ll replace or refund it.

If your tracking shows a package as delivered but you can’t find it, please check with neighbours, your building’s mailroom, lobby or leasing office first. If it still can’t be found, contact us within 7 days of the delivery date. We’ll open an investigation with the carrier and work with you to resolve it, which may include sending a replacement.

This doesn’t apply if your order is delivered to an incorrect or incomplete address you provided at checkout. Please make sure your shipping address is correct before placing your order.

Tracking Your Order

Once your order has shipped, you’ll receive an email with tracking details. Please use this information to monitor delivery directly through the carrier’s website.

Damages or Incorrect Orders

We take every step to ensure your sofa arrives in perfect condition. However, if your order arrives damaged, defective, or incorrect:

  • Contact us at contact@nesustudio.com within 48 hours of delivery.
  • Please include photos of the issue so we can resolve it quickly.
  • Depending on the situation we’ll send replacement parts or covers, replace the piece, or refund it, at no cost to you.
  • Please keep the packaging until we’ve reviewed your claim.

Order Cancellations

  • Free Cancellation Window: Orders may be cancelled within 12 hours of purchase at no cost.
  • Late Cancellations: If you request cancellation after 12 hours and your order has not yet shipped, a 15% late cancellation fee will apply.
  • If your order has already shipped, cancellations are no longer possible, and the order would instead need to follow our Return Policy.

Estimated Delivery Times

We always aim to meet estimated shipping timelines, but delays may occasionally occur. Thank you for your patience and understanding.

Incorrect addresses

Please double-check your shipping address at checkout. If you notice a mistake, contact us right away and we’ll try to update it before your order ships. Once an order has shipped, we can’t change the address. We aren’t responsible for orders lost, delayed or delivered to the wrong place because of an incorrect or incomplete address you provided. If a package is returned to us because of an address error, we can reship it once the correct address is confirmed, and you may be charged the cost of reshipping.

PO boxes and restricted locations

Some items can't ship to PO boxes or certain regions. We'll let you know if that's the case with your order.

Restricted USA regions include: US Territories (islands and off mainland territories), Hawaii and Alaska.
Restricted Canada regions include: Northwest territories, Nunavut and Yukon

Restricted regions may be available depending on exact delivery address, additional delivery costs may apply. 

Multiple Packages

Each sofa piece ships in its own box, so orders with more than one piece will arrive in several packages. Packages may travel separately and arrive on different days. You’ll receive tracking for each one. If some of your boxes haven’t arrived within 5 business days of the first, please contact us at contact@nesustudio.com and we’ll look into it.

Shipping Delays

If we expect your order to ship later than the estimate given at checkout, we’ll contact you by email with a revised date. You can choose to wait for the new date or cancel your order for a full refund. If you don’t hear from us and your order hasn’t shipped within 30 days of purchase, you may cancel for a full refund at any time before it ships.