Order & Shipping
Our team are on hand to help answer any questions or queries you may have.
Standard Items: You may cancel or modify an unshipped order for a full refund within 24 hours of placement. After this window, if the order has already been staged for shipment or has left our loading docks, cancellations are treated as returns and are subject to a 20% restocking fee, along with outbound and return freight costs.
Custom & Special Orders: Because bespoke pieces enter production immediately to meet your design specifications, they cannot be modified or cancelled once production begins.
Once your order is placed, you will receive an immediate confirmation email. As your pieces move through our fulfillment pipeline, you will receive a secondary shipping confirmation email complete with a live tracking link. For large freight or White Glove deliveries, the carrier will contact you directly via phone or text to schedule a specific delivery window once the shipment arrives at your local destination terminal.
Order confirmations are sent automatically within minutes of a successful checkout. If you do not see it in your inbox, please check your spam, junk, or promotional folders. To prevent important delivery updates from being blocked, we recommend adding hello@norkaya.com to your safe senders list. If you still cannot find your confirmation, please contact our concierge team so we can verify your email address.
Standard shipping costs are calculated and fully disclosed at checkout. However, secondary fees may be assessed by the carrier if there are extraordinary delivery obstacles at your property. These include, but are not limited to: structural accessibility barriers, requiring a ferry or remote terrain transport, structural flights of stairs without a freight elevator for White Glove services, or carrier storage fees incurred due to missed delivery appointments.
Delivery timelines are comprised of two phases: production/warehouse processing and transit time. Estimated lead times vary by collection and are explicitly listed on each product page. Once your order leaves our fulfillment center, standard parcel delivery typically takes 3 to 7 business days, while LTL (Less-Than-Truckload) freight or White Glove deliveries carry a different timeline, typically taking roughly 7 to 14 business days depending on your regional proximity to our fulfillment hubs.
Yes. If your home renovation or construction project is delayed, Norkaya can arrange to delay your shipment. Please notify our team within 24 hours of placing your order. We can hold your items at our fulfillment facility free of charge for up to 30 days. Holds extending past 30 days may be subject to monthly warehouse storage fees
We advise a strict inspection protocol upon arrival. Before signing the delivery receipt, carefully inspect the exterior packaging for any signs of tears, crushing, or indentation. If you notice structural damage to the box or crate, please note "Damaged upon arrival" directly on the carrier's bill of lading before signing, take clear photographs, and report it to Norkaya within 3 business days so we can initiate an immediate replacement process.