We make our best effort to process orders within one business day. For shipping time to your country,  please check Delivery History  page.

Normally, customers will not be charged any additional fees via regular mail. Most regions — including Europe, the United States, Australia, Taiwan, Hong Kong, South Korea, Japan, and Singapore — are not subject to import duties. However, due to increasingly strict customs inspections, there may be occasions when customers are required to pay import duties or tariffs.

Currently, import taxes are occasionally charged in certain regions — including Malaysia, Thailand, and India — with an estimated occurrence rate of around 5% in each. In these cases, the total tax amount is usually about 10–20% of the product value.

If you are charged any customs fees, please keep the official receipt and contact our customer service team — we will cover 50% of the cost upon verification.

Normally all orders will ship within 24 hours after order confirmation. After arranging to ship, we will send you an email confirmation with the tracking number. Please be sure you leave a right email to receive our notification.

When your order is shipped, we’ll send you an email with a tracking number and logistic website (https://www.17track.net/en). You can paste the tracking number into the search bar to track the latest delivery record. Please allow 48 to 72 hrs for the link to show any information. The tracking links may not update but the package is still on its way once it has left the warehouse.

Please allow up to 4 days for shipping information to show up as tracking information is only updated when the package gets through parcel point hubs. This also means that if the tracker does not update daily the package is still on its way to you. If the package is not received within 30 business days, please contact us.

Currently, it's not possible to select a specific delivery date for your order.

 If you want to make changes in your order, and your parcel has not yet been shipped, please contact us to cancel your former order in 24 hrs and make another order with your correct information. If your order has been shipped, please contact us and we will try to intercept your parcel.

If you would like to cancel your order, and it has not yet been shipped, please contact us immediately, we will cancel your orders and refund your money within 1 business day. If your order has been shipped, please wait parcel reach you and send it back to us After we receiving it, we will process your refund within 1 business day.

If you're not in when your order is delivered, you'll need to contact the carrier directly as they will be able to assist you further.If the package is not picked up for an extended period and is returned to us, we will not resend the product,nor will we issue a refund.

A10: If your order hasn't arrived,  Contact Us and we'll look into this straightaway.

Nayosmart.com accepts major credit cards including Visa, MasterCard, and American Express, as well as a variety of digital wallets such as Apple Pay, Google Pay, Shop Pay, Afterpay, and more.

If any part of your order arrives damaged, you should notify us via the Contact Us page or send emails to us directly, then we will provide different solutions according to different degrees of defects.

2-Year Warranty Policy

We are committed to making some of the best bags in the world. If a manufacturing defect occurs within 2 years of purchase, we feel like we’ve let you down — so we stand behind our products with a 2-year warranty against manufacturing defects.

How to Claim

If you discover a manufacturing defect at any time during use, please:

1. support@nayosmart.com with your order details.
   
2. Once we receive your request, we will assess the issue and do our best to repair the product free of charge.

Local Repairs

In some cases, it may make more sense to use a local repair shop.

If so, we’ll cover the repair cost — but please obtain our approval first before proceeding.

Return Postage

If you need to send the product back to us:

• Please arrange and pay for your own shipping.
• Make sure to use a tracked service, as we cannot take responsibility for packages lost in transit.

If Repairs Are Not Possible

If your product cannot be repaired, we will offer you one of the following:

• Store credit of equal value, or
• A replacement product of the same value.

What’s Covered

✅ Manufacturing defects

✅ Damage sustained during transit

What’s Not Covered

❌ Damage caused after receipt of the product

❌ Normal wear and tear

❌ Deliberate damage (e.g. cuts, slashes, or intentional destruction)

Your feedback is invaluable to us as we continually improve our products.

Please don’t hesitate to contact us at support@nayosmart.com if you have any questions or suggestions — we’d love to hear from you!