SHIPPING POLICY

Last updated: August, 23

At Bernelia, every order is packed and dispatched with care. Below is exactly
what to expect after you place an order — no surprises.

PROCESSING TIME

Orders are processed within 1–3 business days (Monday through Friday,
excluding holidays). Orders placed after 12:00 PM EST are processed the
following business day.

You will receive a confirmation email as soon as your order is placed, and a
second email with tracking information once it ships.

DELIVERY TIME

Standard Shipping (free on orders over $50): 7–12 business days
Express Shipping: 4–7 business days

Total time to receive your order = processing time + delivery time.

Delivery estimates are not guarantees. Carrier delays, customs inspections,
weather events, and peak seasons (November–January) may extend these windows.

THE 30-DAY GUARANTEE

If we are unable to ship your order within 30 days of purchase, we will notify
you by email and offer you the choice of a full refund or a revised shipping
date. You are never obligated to wait.

ORDERS WITH MULTIPLE ITEMS

Please note: if your order contains more than one item, your items may arrive
in separate packages on different days. This is normal and does not mean part
of your order is missing.

You will receive separate tracking numbers for each package. If one package
arrives and another has not arrived within 5 business days, contact us.

TRACKING

Tracking information is emailed within 1–3 business days of dispatch. Please
allow up to 72 hours for tracking to begin updating — carriers often scan
packages in batches, so a tracking number may show no movement at first.

If your tracking has not updated in 10 business days, contact us at
support@bernelia.com and we will investigate with the carrier.

SHIPPING DESTINATIONS

We currently ship to selected countries. Shipping availability is confirmed at checkout

CUSTOMS, DUTIES AND TAXES

For international orders, import duties, taxes and customs fees may apply.
These are determined by your local customs authority and are the
responsibility of the customer. Bernelia has no control over these charges and
cannot predict their amount.

Refusing delivery to avoid customs charges does not qualify for a refund.

INCORRECT ADDRESSES

Please double-check your shipping address at checkout. We are not responsible
for orders shipped to an address entered incorrectly.

If you notice an error, email us within 12 hours of ordering at support@bernelia.com
and we will do our best to correct it before dispatch. Once an order has
shipped, the address cannot be changed.

LOST OR DAMAGED PACKAGES

If your package is confirmed lost in transit, we will send a replacement or
issue a full refund — your choice.

If your item arrives damaged, email us within 7 days of delivery with photos
of the item and the packaging. We will send a replacement at no cost to you.

PACKAGES MARKED AS DELIVERED

If tracking shows delivered but you have not received your package, please:

1. Check with neighbours and around your property
2. Check any secure location your carrier may use
3. Contact your local carrier with the tracking number

If it still cannot be located after 3 business days, contact us and we will
open an investigation with the carrier.

QUESTIONS

Email: support@bernelia.com

Response time: within 24 hours, Monday through Friday

Bernelia
Palmas, Tocantins, Brazil