Shipping

1. Where we ship

The Soft Hum ships from a US fulfillment center to the United States (all 50 states, DC, APO/FPO) and Canada (all provinces and territories). Wider international shipping is on the roadmap.

2. Costs & free thresholds

  • USA Standard: $9.95 flat. Free on orders over $150, automatically applied at checkout.
  • USA "I Want It Right Away" Express: $18.95 (selectable at checkout).
  • Canada: $23.99 flat, all provinces and territories. No free threshold.
  • APO/FPO and Hawaii/Alaska: standard shipping only; longer transit.

Canadian customers: customs and duties are not collected at checkout — any applicable charges are assessed by CBSA on arrival.

3. Processing times

Orders placed before 1:00pm PT, Monday–Friday ship the same business day. Orders placed after that, on weekends, or on US federal holidays ship the next business day. You will receive a tracking email the moment a label is generated.

4. Carriers & discreet packaging

We ship via USPS, UPS, and FedEx, selected automatically by weight and destination. Every order ships in a plain, unbranded brown box. The shipping label lists "NNL Group LLC" as the sender — no mention of The Soft Hum, vibrators, or the contents anywhere on the outside of the package. Your card or bank statement will show a generic descriptor: NNLG*ONLINE.

5. Tracking your order

The moment your order ships, we email a tracking link. You can also track from your account at /account.

6. Lost or damaged packages

If a tracking number shows delivered but the package never arrived, please:

  1. Wait 48 hours — carriers sometimes mark "delivered" up to a day early.
  2. Check with neighbors and your building's mailroom.
  3. Contact us at sales@nnlgroup.co with your order number. If the package is not located within 5 business days, we will send a replacement at no charge.

If a package arrives visibly damaged, please photograph the package before opening and email us within 7 days of delivery.

7. International orders

We currently ship to the United States and Canada only. Email sales@nnlgroup.co with the subject line "INTERNATIONAL" to be notified when we expand further.

8. Changing your address

We can change a shipping address while an order's status is "processing". Once a label is generated, the address is locked at the carrier. Email us as soon as possible at sales@nnlgroup.co.