We’re so sorry to hear your Nello order hasn’t made it to you yet! 💙 Don’t worry — here’s what to do and what to expect when ordering through TikTok Shop.

Check Your Tracking

You can track your order directly through the TikTok app:

1. Open the TikTok app and go to the Shop tab.

2. Click on Orders

3. Click on the Track button below the order you wish to track

Sometimes, carriers mark packages as “Delivered” before they actually arrive — we recommend allowing 24–48 hours for final delivery before taking action. Please also check with your neighbors (house) and building management (apartment) to see if it was picked up or delivered to another place before submitting an issue with your order.

About TikTok Shop Fulfillment

TikTok handles all fulfillment and shipping for orders placed on its platform. This means TikTok oversees the entire delivery process, including tracking updates and carrier communication.

• FBT (Fulfilled by TikTok): TikTok’s warehouse picks, packs, and ships your order.

• FBS (Fulfilled by Seller): Nello ships your order directly.

You can always confirm which type your order is by checking your order details within TikTok.

If Your Package Is Delayed or Still in Transit

TikTok’s 3-day shipping badge reflects historical delivery averages — it’s not a guaranteed delivery time.

If your order shows as “In Transit” but hasn’t moved recently, it’s best to wait a few extra days. Packages often update again once they reach your local sorting center.

If Your Order Never Arrived

If it’s been 5+ business days since the last tracking update, or your package was marked “Delivered” but isn’t there, follow these steps:

1. Open your TikTok order in the Orders section of the app.

2. Tap “Return/Refund” under your Nello order

3. Choose “Product didn’t arrive on time” or “Didn’t receive item.”

TikTok’s support team will review your claim and process any refund directly.

Need Extra Help?

If you’ve already reached out to TikTok and haven’t heard back, our support team can help check in on your claim.

📧 [email protected]

When emailing, include your TikTok order number and any tracking details you have for faster assistance.