FAQ

GIFTS & COUPONS

 

GIFTS

DO YOU OFFER GIFT CARDS?

Yes, we offer gift cards for different amounts. You can the gift cards here.

DO YOU OFFER GIFT WRAPPING?

No, we don't offer special gift wrapping for our products.

CAN I GET A REFUND ON A GIFT CARD?

Only regular priced items may be refunded, unfortunately gift cards cannot be refunded.


COUPONS

DO YOU OFFER DISCOUNT VOUCHERS OR COUPONS?

Yes. Please sign up to our mailing list for you to be the first to know about our special deals and flash sales.

 


PAYMENTS & ORDERS

 

PAYMENTS

WHAT PAYMENT METHOD DO YOU ACCEPT?

We offers a variety of payment options. We accept Visa, MasterCard, Discover and American Express cards. We also take PayPal and store credit in the form of e-gift cards.

We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

WHAT CURRENCY IS USED ON YOUR STORE?

Our products are priced in US Dollars. But our system will automatically convert the price to your local currency.

The default pricing on our site is in USD and the conversion rate depends on your issuing credit card company used on the transaction. The site will default US Dollars on the checkout page.

*If you pay in a currency that’s different from the designated currency of your payment method, your provider or third-party payment processor may apply a currency conversion rate or fees to your payment. Contact your provider (for example, your credit or bank card issuer) for information on what fees may apply, since they’re not controlled by Nueby.

 

ORDERS

I PLACED AN ORDER BUT NEVER RECEIVED A CONFIRMATION EMAIL?

If you do not receive an email from Nueby within hours of placing your order and it’s not in your Spam folder, the email address on file is most likely spelled incorrectly. 

Please contact our Customer Service via email at support@nueby.com for assistance.

I ORDERED 2+ ITEMS BUT I ONLY RECEIVED ONE… WHERE’S THE REST OF MY ORDER?

We have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately. You may receive one item before the next. 

So don't panic if you don't receive all of your items at once…they are on the way.

WHAT DO I DO IF I PROVIDED THE WRONG SHIPPING ADDRESS?

To change an order, please contact us immediately at support@nueby.com. Be sure to include your order number and a message indicating the correct shipping address.

We can change an shipping address if the order has not been processed yet.

Please note that orders generally process within 12 hours, so be sure to notify us as soon as possible. If your order has already shipped and cannot be modified, please refer to our Exchanges & Returns policy below.

HOW DO I MODIFY MY ORDER?

To change an order, please contact us immediately at support@nueby.com. Be sure to include your order number and a message indicating the change(s) that are needed.

We can change an order if the order has not been processed yet.

Please note that orders generally process within 12 hours, so be sure to notify us as soon as possible. If your order has already shipped and cannot be modified, please refer to our Exchanges & Returns policy below.

 

SHIPPING & TRACKING

 

SHIPPING

DO YOU SHIP WORLDWIDE?

Nueby is proud to service our customers from all over the world! We ship to most countries worldwide.

However, due to some postal problems, we can’t deliver a shipment to the military area and some small countries.

HOW DO YOU SHIP?

We ship through USPS within the USA. Outside the USA, we use your country's postal service (e.g. Royal Mail, Canada Post, Australia Post, etc).

HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED?

We know a quick delivery is important to you and we are working hard to achieve that!

Shipping to USA:

Order Processing: 1 Day
Standard Insured Shipping: 2-5 Days

Note: The items you ordered will reach you within 10 days for Standard Shipping.

Shipping to Canada:

Order Processing: 1-2 Days
Standard Insured Shipping: 10-20 Days

Note: The items you ordered will reach you within 25 days for Standard Shipping.

Shipping to Worldwide:

Order Processing: 2-3 Days
Standard Insured Shipping: 10-30 Days

Note: The items you ordered will reach you within 35 days for Standard Shipping.

*While we strive to deliver goods in the time frame we specify, we cannot guarantee or accept liability for deliveries made outside of this time frame.

As we rely on third party shipping companies to facilitate our customer deliveries for us, we cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.

We are not responsible if a package is/are not deliverable because of missing, incomplete or incorrect destination information.

WHAT ARE YOUR SHIPPING RATES?

FREE Shipping Worldwide on orders over $50!

USA & Canada Insured Shipping: $6.95

Worldwide Insured Shipping: $9.95

*International orders are subject to import, duties, and customs taxes, which are applied once your shipment reaches the country of destination. We cannot predict what your particular charges may be.

For more information regarding your country's custom policies please contact your local customs office. All taxes, duties and customs fees are the responsibility of the recipient of the package. Your local carrier may be able to give you information on the method of payment accepted for the duties, taxes and other fees collected upon delivery.

CAN I CHANGE THE SHIPPING ADDRESS ON MY ORDER?

If you realize you have made an error in your shipping details, please contact us immediately at support@nueby.com within 12 hours of placing your order and will do our best to correct it.

Again, we do process and ship orders quickly so we cannot guarantee your shipping details will be corrected.

 

TRACKING

HOW DO I TRACK MY ORDER?

We will send you the tracking number for your order to the email that you filled down when placing your order. This email will also guide you how to track your package. 

Please note that the tracking information will be available 2-5 days after you have received this email.

WHEN WILL MY TRACKING INFORMATION BE AVAILABLE?

You should see tracking events within 48-72 hours after you have received the tracking number. The reason for the time-lag is that in most cases, the first tracking event only shows up once the shipment is handed over to us.

WHY CAN’T I TRACK MY ORDER?

Please note that the tracking information will be displayed after 2-5 days after being updated.

If your tracking number doesn't show any information about your package, please track again later.

WHY HAS MY SHIPMENT STATUS NOT CHANGED?

Your shipment may be delayed. Delivery time delays can be due to weather incidents, customs or backlogs. Please note that tracking information is available only after your order has been shipped.

We are not liable for deliveries that are affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays.

WHY DO I HAVE TO PAY EXTRA FEES TO THE SHIPPING COMPANY WHEN I RECEIVE MY PACKAGE?

When your order is ready to ship, we will send it to the shipping company and they will completely handle it. 

Depending on each shipping company's policy or customs procedure, you may be charged an extra fee for the final delivery or the import tax. This may happen if your shipping address is in a remote area. In this case, please kindly pay them the required fee to receive your order.

We often declare this as a gift below order value, so you do not need worry about this.

We are not liable for any extra fees, customs or back end charges incurred.

 

EXCHANGES & RETURNS

 

EXCHANGES

WHAT IF I'VE RECEIVED A DEFECTIVE/DAMAGED ITEM?

We don't want to give you more hassles. When there is a mistake on our part, we'll simply send you a replacement without asking you to return the item. You don't have to spend a dime and shipping is totally on us!

You may also ask for store credit that you can use on your next purchase if you don't want us to send you a replacement. 

Our Exchange & Returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

WHAT IF MY ORDER DOESN'T MEET MY EXPECTATIONS?

We always try to bring the best quality product to customers. However, there are many factors that affect negatively to the quality, especially shipping factor, that make our products be defective or damaged.

We do our best to be as accurate as possible in the description of our products. However, we cannot guarantee that any descriptions are totally accurate, complete, reliable or error-free.

The images of the Products on the Website are for illustrative purposes only. Although we attempt to display the colors accurately, we cannot guarantee that your computer’s display of the colors accurately reflects the color of the Products.

But don't worry... we have you covered!

You can return your order and get a full refund or if you don't want to return your order, you may ask for store credit that you can use on your next purchase. 

Our Exchange & Returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

 

RETURNS

WHAT IF I WANT TO RETURN MY PURCHASE FOR A REFUND?

We truly believe we carry some of the most innovative products in the world, and we back that up with a risk-free ironclad 30-day 100% money-back guarantee on the purchase of your item… no questions asked!

To initiate a return, please contact us at support@nueby.com with your order number and a message indicating which item(s) in the order you wish to return.

Our Customer Service team will respond with an RMA number and shipping instructions. Please do not return anything to us without receiving an a RMA number first! 

Our Customer Service team may ask a few questions to get a better understanding for your desire to return the item(s) that you purchased. This is for internal purposes only. We use your feedback for quality assurance purposes. We want to ensure that all of the products we sell, live up to our high standards. 

We ask that all items are sent back to us in in their original condition and not be altered in any way for a full refund (less shipping costs). For example, new items must be sent back new and unopened. Depending on the condition the item is received (i.e. damage to packaging, water damage, intentional damage, signs of use, etc.), we reserve the right to return the item back to you and not issue a refund for the purchase. 

You are eligible for a full refund of the purchase (less shipping costs) if you have not received the item(s) after 60 days of purchase.

*Shipping costs are non-refundable. You are responsible for paying the shipping costs when returning your purchase.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Nueby is not responsible for lost or misdirected returns.

*ALL WHOLESALE ORDERS ARE FINAL (Quantities over 5 are considered wholesale orders)

 

NEED MORE HELP?

 

CONTACT US

WHAT IF I STILL NEED HELP?

That’s what we’re here for. Send us an email to support@nueby.com or call us toll free at +1 (877) 200-0380 and one of our Customer Advocates will help you out.

We take all the risk out of ordering by offering an unmatched satisfaction guarantee. We'll always do our best to take care of you.

Our goal is to build trust and a long-term relationship with our customers by providing excellent service.