Customer Service

PLACING AN ORDER

Placing an order on Nateeva.com is easy, convenient and secure. Simply follow these two steps.

Step 1: Add Items To Your Shopping Cart

You can find the items you are looking for by browsing the links located at the top of the page. When you click on the items you are interested in you will be taken to a product detail page with a complete product description. Select the quantity of the items you wish to purchase then click the “Add to Cart” button to add the item to your Shopping Cart.

When you shop on Nateeva.com, items you add to your Shopping Cart will be saved while you continue to shop. Items will remain in your Shopping Cart until they are purchased or removed.

Step 2: Proceed Through Checkout

When you’ve finished shopping, click “Checkout” in your Shopping Cart to proceed through our fast and secure checkout.

If you are a returning customer, you will be prompted to sign in. If you are a new customer, you may create a new account. (Learn about the benefits of creating an account.)

You will be asked to provide a Shipping Address and to select a Shipping Method. (Find out more about our Shipping Options.) You will then need to select a Billing Address and Payment Method. (Find out more about our Payment Options.)

Review the details of your order to ensure everything is correct, then click “Submit Order” to complete your purchase.

If you have problems completing your order, please call one of our Customer Care Specialists at 1-855-NATEEVA (24 hour support) or send an email to info@nateeva.com.

EMAILS ABOUT YOUR ORDER

When you’ve finished shopping, click “Checkout” in your Shopping Cart to proceed through our fast and secure checkout.

After you place your order, you will receive email updates about your order status. Keep these emails accessible for your records. Below are examples of emails you might receive:

Order Confirmation: This email confirms that we have received your order. The order number will be included.

Backorder/Advance Sales Notice: This email informs you that an item from your order is not available for immediate shipment and will ship when it becomes available. You will not be billed for items purchased with a credit card until the items have shipped. You may be billed for items purchased with a debit or bank card immediately upon order confirmation. When the item is available to ship, you will receive another email with the order number.

Shipment Confirmation: This email confirms that some or all of your order has shipped. You may receive multiple Shipment Confirmation emails if items are shipped separately. The arrival time of your items depends on the designated shipping method and your shipping location.

Other Types of Emails About Your Order: You may receive an email with important information about your order, such as: difficulty in processing your order, inability to ship to the address provided existence of a duplicate order, or cancellation of order. If you receive one of these emails, please call a Customer Service Specialist immediately at 1-855-NATEEVA so that any problems may be addressed.

TRACK YOUR ORDER

Use one of the following methods to check the status of an order that you have placed on Nateeva.com.

For Nateeva Accountholder:

Check your email. You will receive emails keeping you up-to-date about the status of your order.
Visit My Account. By signing into your account, you may view information about your most recent orders as well as past orders.
Contact us. Please contact us at 1-855-NATEEVA if you have any questions.

How is order status different from tracking information?

The status of your order represents the progress of your order between the time it is placed and the time it ships from our warehouse. Once your order leaves our warehouse, it is handled by a carrier that may provide tracking information until your order is delivered. Once your order has been shipped, it may take up to 48 hours before tracking is available. The tracking information is accessible from ORDERS in your account when it becomes available.

CHANGE OR CANCEL YOUR ORDER

After you have clicked “Submit Order” your order begins to process and you cannot make any changes to it. Our system is designed to process and ship orders as quickly as possible.
If you do not wish to keep the items once they have arrived in the mail, simply return them by following our Return Instructions.

GIFT BAGS

If you plan to use your purchase as a gift, we’ll be happy to supply you with a Nateeva gift bag at no additional cost. Simply click on the checkbox next to “Is this a gift?” before you check out.

PAYMENT

Placing an order on Nateeva.com is easy, convenient and secure. Simply follow these two steps.

PAYMENT OPTIONS

We accept the following forms of payment:
MasterCard
Visa
Discover
American Express

For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.
We accept international credit cards payments for orders shipping to the United States, U.S. territories and APO/FPO addresses.

SALES TAX

We are required by law to collect state sales tax on orders being shipped to customers in the state of New Jersey.

PROMOTIONAL CODES

You may redeem a Nateeva.com Promo Code by following these steps:

In your Shopping Bag, enter the Promo Code in the box of the same name and click “Apply.” Any discounts or gifts will be added to your order.

If you have problems with your Promo Code, please call one of our Customer Service Specialists at 1-855-NATEEVA available 24-hours a day, 7 days a week.

SHIPPING OPTIONS

We offer the following convenient delivery options:

Free Standard Shipping: Delivers within 4 to 8 business days after shipping

2nd Day Air: Delivers within 2 business days after shipping.

Overnight: Delivers within 1 business day after shipping (only available on web orders placed before 2 PM EST, Monday through Friday.) Note: Next day orders placed on the weekend will be shipped on Monday.

PO Boxes: Delivers within 4 to 8 business days after shipping. Express delivery is not available and delivery times are not guaranteed.

Alaska & Hawaii: Standard delivery within 4 to 8 business days after shipping.

Puerto Rico & U.S. Territories: Standard delivery within 3 to 5 business days. Express delivery is not available.

APO/FPO/DPO: Shipped via USPS, delivered within 10 business days after shipping. Express delivery is not available.

At checkout, you will be prompted to choose a shipping method for your order. Your total shipping charges will automatically compute during checkout prior to the completion of your order.

If you choose to upgrade your shipping method to 2nd Day or Overnight, your order must be received and clear credit authorization by 2PM EST or it may not be processed until the following business day. Business days are Monday-Friday, excluding federal holidays within the United States.

INTERNATIONAL ORDERS

At this time, we only accept and deliver orders to United States, U.S. territories and APO/FPO addresses.

RETURN INSTRUCTIONS

If you wish to return an item, please follow the instructions below within 30 days of purchase:

Pack the item(s) securely in the original product packaging, if possible. All items must be returned in good condition to ensure that you receive credit. Before sending your return shipment, please remove all extra labels from the outside of the package.

Enclose a copy of the original receipt and please include your order number, reason for return, billing name, and address with the item(s). Send the return package to the address provided on the front of your receipt.

Package should be shipped pre-paid through a traceable method like Federal Express, UPS or Insured Parcel Post. Please note: Shipping and handling costs and other charges are non-refundable. We cannot accept COD deliveries.

Ship all returns to:
Advanced Distribution Systems
105-107 Stonehurst Ct.
Northvale, NJ 07647
Attn: Receiving Dept.

RETURNS RULES AND RESTRICTIONS

Returns must be made within 30 days of purchase.

Products must be unused and in good condition with all packaging attached.

Shipping and handling costs and other charges are non-refundable.

All return shipping charges must be prepaid. We cannot accept COD deliveries.

It is recommended that you use Federal Express, UPS or Insured Parcel Post for your return.

Keep the Return Tracking Number for your return package to monitor delivery status.

You can expect a refund in the same form of payment originally used for the purchase, within 30 days of our receiving the returned order.

Credit for gift returns will be issued to the original purchaser.

Nateeva LLC will cover the return shipping cost if the return is a result of a manufacturing defect or shipping error.

SATISFACTION GUARANTEE

We want you to be fully satisfied with every item that you purchase from Nateeva.com. If you are not content with your purchase for personal reasons, you may return items within 30 days of delivery for a refund of the purchase price and sales tax (if applicable).

The item must be returned in good condition, in original boxes (whenever possible) and with all paperwork to ensure credit.

Secure Shopping Guarantee:

Nateeva LLC uses the industry standard encryption protocol known as Secure Socket Layer (SSL) to keep your order information secure. Secure Shopping Guarantee has been established for every transaction made with Nateeva.com. If any unauthorized charges were to appear on your credit card as a result of shopping with Nateeva.com, you must notify your credit card provider in accordance with its reporting rules and procedures.

We will cover the liability of purchases made through this web site only if the unauthorized use of your credit card resulted through no fault of your own.

OPEN AN ACCOUNT

Opening an account on Nateeva.com is easy. To register your information, simply click My Account or follow the prompts when placing an online order. Opening an account offers you a safe and convenient way to shop, track your shipments and receive emails about your order.

Account Benefits

Enjoy the advantages of your user account at Nateeva.com:

News and exclusive offers: Sign up to receive email updates on special promotions, sales alerts, new product announcements, gift ideas and more.

Faster and Easier Checkout: Configure your billing and shipping information to make checkouts a breeze.

FORGOT YOUR PASSWORD?

It’s easy to update your account online. Simply click My Account to access your personal information. If you have forgotten your password, click here.

FREQUENTLY ASKED QUESTIONS

When will I receive my order?

For information on a specific order you already placed, click here to find your Order Status.

Otherwise, your shipping time depends on the delivery method you choose during checkout from the below options:

Free Standard Shipping: Delivers within 4 to 8 business days after shipping.

2nd Day Air: Delivers within 2 business days after shipping.

Overnight: Delivers within 1 business day after shipping (only available on web orders placed before 2 PM EST, Monday through Friday.) Note: Next day orders placed on the weekend will be shipped on Monday.

PO Boxes: Delivers within 4 to 8 business days after shipping. Express delivery is not available and delivery times are not guaranteed.

Alaska & Hawaii: Standard delivery within 4 to 8 business days after shipping.

Puerto Rico & U.S. Territories: Standard delivery within 3 to 5 business days. Express delivery is not available.

APO/FPO/DPO: Shipped via USPS, delivered within 10 business days after shipping. Express delivery is not available.

How can I check the status of my order?

Once you place an order online you will receive an email confirmation with your order number. You will receive another email when your order has been shipped. This will include your order tracking number. Track your shipment by clicking on the Track Order link. If you have a Nateeva account, you can also track your order status in My Account > Orders.

Why was my order canceled?

Your order may have been cancelled if your financial institution did not allow the transaction to be completed or if the shipping address entered was invalid. To get more personalized information about cancellations please feel free to contact us at 1-855-NATEEVA.

Do you ship internationally?

We currently only accept orders for delivery within the United States, U.S. territories and APO/FPO/DPO addresses.

Do you accept international credit cards?

We do accept international credit card payments for orders shipping to the United States, U.S. territories and APO/FPO/DPO addresses.

Where can I buy Nateeva products?

Nateeva Eau De Parfum products are currently available at select island retail locations and on the Nateeva.com website. All other Nateeva products are available only from the Nateeva.com website.

How can I change or cancel my order?

After you have clicked “Submit Order,” your order begins to process and you cannot make any changes to it. Our system is designed to process and ship orders as quickly as possible. If you do not wish to keep the items once they have arrived in the mail, simply return them by following our Return Instructions.

How do I return or exchange my order?

You may return your order by filling out the invoice slip enclosed and sending your unwanted products to the address listed on the invoice within 30 days of purchase.

To exchange your order please return your unwanted products using the method above and place a new order with your preferred items.

Contact Us

Feel free to fill out the form below with any generial inquiries or technical questions, or call or email us. We’re always here to answer your questions about NATEEVA products, services or online shopping. We look forward to hearing from you!

Call Us

1.855.NATEEVA

E-mail Us

INFO@NATEEVA.COM

Our Address

PO Box 24
Englewood, NJ 07631

Our Hours

24 Hours a Day, 7 Days a Week

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