What if the product gets lost or arrives damaged?
What to do when a parcel is lost or damaged on its way to the creator.
Shipping is the brand's responsibility, so if a parcel is lost or arrives damaged, please send the creator a replacement and add the new tracking code on the job page: open Shipment details and click Update Tracking.
⏱️ Does the creator lose time?
No
The creator's delivery countdown only starts once they confirm they've received a usable product.
🆘 Need help?
If you need help sorting things out with the carrier, message our support team in the chat.
Who pays for shipping and customs?
Shipping, customs duties and import taxes are the brand's responsibility — creators never pay to receive a product.
How long does it take to receive a video?
The delivery deadline: up to 10 calendar days on standard projects, 5 days via Noovid Hub and 48 hours with Express Delivery.