Shipping, Return and refund policy

Shipping

How to track my order?

You can track the latest shipping status of your order on the thenexoriashop.com. Simply visit My orders and click the track button next to your order to get a direct link to your shipping information. You will be able to see your shipping carrier, tracking number,delivery time, and latest shipping status on the page.

If a tracking number isn't available yet, then your order may still be processed. Please allow 7-20 business days for warehouse processing. We will notify you when your tracking number is ready and your order has been shipped.

If your order arrives late, as a gesture of courtesy, we offer you a $5 credit (standard shipping) to your account.

Why is there no tracking update?

If you haven't received any tracking updates on your order since it shipped, it's most likely because your order was sent from overseas warehouses. Tracking won't update until your package arrives in the United States and is picked up by local logistics service providers to deliver to your doorstep. The local logistics service providers will scan your package (only during business days) to update your tracking info.

You can track your order by going to the My orders page of thenexoriashop.com. From there you will be able to find your order and click track to view the latest tracking info.

We know you're excited to get your order through and so are we! If your order arrives late, as a gesture of courtesy, we offer you a $5 credit (standard shipping) to your account as a small sign of appreciation for your patience.

Can I request a refund while my order is in transit?

Sorry, but we are unable to intercept a package while it is in normal transit. We recommend requesting a return or refund after you receive the package. Each order includes one free return for one or multiple items (with some exceptions for special items).

In extreme cases-such as a package being lost in transit, going without updates for an extended time, or not being delivered after the latest estimated delivery date-we offer our sincere apologies and you may request a full refund.

Why is my order taking longer to process than normal?

Orders are usually processed within 7-20 days. However, if your order is taking a longer time to process, it could be due to particular items in your order which have longer than normal processing times.

You can view the delivery time for each item in your order by going to their specific product pages. If you would like to receive the other items in your order ASAP, you may cancel the other longer-processing item(s) for a refund. Your remaining items can then be shipped out immediately.

What is late delivery compensation?

If your order is not delivered on or before the latest delivery date provided to you, as a gesture of courtesy, we offer you a credit within 48 hours of that date. The credit will be issued to your Nexoria credit balance in the currency used for the order and with the exchange rate from when your order was placed. You can check the compensation amount for late delivery in your order details.

Delivery

What is the delivery time for an item? How long will it take to arrive?

Orders will be shipped as soon as possible. On the item page, you can find the delivery date, along with information about the percentage of orders delivered within that time frame, so you can plan accordingly.

Once you place your order, you will be able to see the delivery time in My orders of the thenexoriashop.com.

The delivery time refers to the expected arrival of your order, taking into account the time needed for both processing and transit.

My tracking info says my package was delivered, but I haven't received it.

Don't worry. If you haven't received your package, there are a few things you can do:

1. Verify your shipping address. Go to the My orders page on thenexoriashop.com to confirm your order's shipping details.

2. See if someone else accepted the delivery.

Your family, neighbor, or friends may have accepted the delivery for you. If possible, check your surveillance cameras to see if anyone has taken your package.

3.Look around the delivery location for your package.

The courier may have left the package in front of your mailbox, home garage, front or back door, your window, or on the lawn. See if it's in any of these places.

4. Look for a notice of attempted delivery.

- Order & shipping text messages

- Order & shipping messages on your Nexoria account

- Order & shipping emails

5. Wait 48 hours for the package to be delivered.

Packages may be mistakenly scanned as delivered up to 48 hours before arrival.

Return

Is the return shipping free?

Return shipping is free on your first return of one or multiple returnable items for EVERY order within the return window. Pickup return method may charge for an additional fee.

If you need to return an oversized or overweight item or return items from a remote area you may have to send the items back by yourself. You need to pay the shipping cost in advance, and then contact Nexoria for reimbursement. After the items have been returned and have passed quality inspection, Nexoria will reimburse you.

If you have already returned items from an order and would like to return additional items from that same order, you can still do so as long as the return window has not closed.

We recommend that you try to send back your return items in one shipment to avoid paying additional fees.

For the second and subsequent refunds from the same order, you can use the return label Nexoria provides. The shipping fee of $7.99 plus tax depending on the shipping address of the order will be deducted from your refund. The tax will be added once you have applied for the refund.

How long do I have before making a return?

I. Items that can't be returned: Clothing items that have been worn, washed, or damaged after delivery, or have had their tags or hygiene stickers removed. Grocery and food products. Some health and personal care items. Some free gifts. Some customized products. Some underwear orders. Sellers may indicate that certain items are not eligible for returns, subject to Nexoria Return and Refund Policy. Please check product detail pages for more information. II. The return window for most electronics is 45, 60, or 90 days from the date of purchase depending on the seller. If an item is eligible for a return and refund, you may return it within the return window. You must send your return package back within 14 days of submitting your return request. You cannot return items after the return window has closed.

Refunds

I. You may receive an advance refund, where we will issue the refund after you dropped off your return package. If the items were not returned or the returned items do not pass quality inspection, we may charge your original payment method. The advance refund will be granted based on your shopping history and at our sole discretion. II. You may receive an instant refund, where we will issue the refund before you have returned the items. If the items were not returned or the returned items do not pass quality inspection, we may charge your original payment method. The instant refund will be granted based on your shopping history and at our sole discretion. III. For refunds of returned items, we will process your refund after the items are received and pass quality inspection. IV. If the returned item is used or damaged, has missing parts/accessories, or damaged due to improper packaging during return shipping, and this is not due to Nexoria or the seller, the refund will be reduced to compensate for the lost value of the item. iPhone refund instructions: The iPhone should be returned in new, unused, and unactivated condition with all original accessories and product packaging. If the iPhone arrived damaged or malfunctioning, and it is confirmed not to be due to the user's actions, a full refund will be issued. If the iPhone shows signs of use, is damaged, or is missing parts or accessories, not due to Nexoria's or the seller's error, the refund will be adjusted based on the quality inspection. The returned iPhone must match the original order's serial number. Mismatching serial numbers will result in a denied refund request. Note: Please ensure that all personal information is completely deleted from the device before returning it. V. Refunds of missing items: Find the corresponding order in the support center, then select "missing item/parts" to apply for a refund, or contact customer service/the seller for help. VI. Refunds of a package showing as delivered but not received: Find the corresponding order in the support center, then select "package shows delivered but not received" to apply for a refund, or contact customer service/the seller for help. VII. Depending on your financial institution, refunds can take 5-14 business days (up to 30 days) to be credited to your original payment account. The original shipping fee and import tax are not refundable if your return is not a result of Nexoria's or the seller's fault. The insurance costs, if any, are also non-refundable. The sign on delivery fee, if any, is not refundable if the items have been delivered successfully. VIII. You can choose to accept Nexoria credits instead of a refund to the original payment method. Refunds to Nexoria credits are faster than your original payment method. Nexoria credits have no expiration date. Refunds to Nexoria credit typically cannot be reversed once they are processed. Typically, Nexoria credits cannot be redeemed for cash and can only be used for purchases on Nexoria. For more information about Nexoria credits, please visit the help section.

Important Notice

I. The address attached to your package is NOT the return address you should use. If you send the return package to any other address, the processing time for your return may be delayed. You should send the return package to the address on the return label provided with your purchase. II. Please make sure that you do NOT accidentally include any items in your return package that you do not wish to return. If you have accidentally included a wrong item, please contact Customer Service. We cannot promise that wrong items will be found and returned and we do not store or provide refunds or compensation for such items. III. To protect the fairness and integrity of the platform, Nexoria may conduct holistic analyses of return behavior. Return requests that are inconsistent with Nexorias return policies may be considered indicative of return fraud or abuse of return services. Return fraud or abuse may include, but is not limited to, conduct such as repeatedly engaging in abnormal or improper use of return services, including making improperly frequent or excessive returns, sending back empty packages or packages containing irrelevant items, intentionally falsifying evidence (e.g., manipulated labels) to support refund claims. Such fraudulent or abusive return behavior is strictly prohibited under our platform rules. If such behavior is confirmed following Nexorias review, Nexoria reserves the right to take reasonable measures to prevent fraud or abuse, based on the nature, frequency, and impact of the conduct involved (such as limiting certain return options, or restricting account functions or suspending the account). For clarity, nothing in this policy prevents or limits you exercising your rights under applicable statutory consumer guarantees. Nexoria may modify this policy at any time. If you have any questions regarding returns or this policy: For local warehouse items: please reach out to the seller by navigating to "Return Details" and selecting "Contact the seller". For all other items: please contact our customer service.