FAQ

Frequently Asked Questions

 

PAYMENTS

 

We offer 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.

 

Our products are priced in USD. But our store 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

 

You will be sent a receipt for your order by email after payment is made. You will also receive a confirmation email with a tracking number once your item has been shipped.

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.

 

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 a shipping address if the order has not been processed yet.

Please note that orders may process within 12 hours, so be sure to notify us as soon as possible.

 

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 may process within 12 hours, so be sure to notify us as soon as possible.

SHIPPING

 

Nueby is proud to provide Free Worldwide Shipping to our customers! 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.

 

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).

 

We’re proud to offer FREE Worldwide Shipping on all orders!

All orders are shipped from our warehouse within 3 business days. During peak periods, please allow for up to 6 business days for dispatch.

*Priority Shipping & Handling orders are shipped from our warehouse within 24 hours.

Delivery times are dependent on the location of the destination country but averages 5-20 business days once shipped.

Below are the average delivery times for specific countries. Please note these are the average delivery times… your package may arrive days sooner or 5 days later.

  • Austria - 12 Days
  • Australia - 13 Days
  • Belgium - 9 Days
  • Brazil - 24 Days
  • Canada - 18 Days
  • Croatia - 15 Days
  • Denmark - 13 Days
  • Estonia - 12 Days
  • Finland - 12 Days
  • France - 10 Days
  • Germany - 11 Days
  • Greece - 25 Days
  • Hong Kong - 11 Days
  • Hungary - 14 Days
  • Ireland - 13 Days
  • Israel - 14 Days
  • Italy - 13 Days
  • Japan - 7 Days
  • Latvia - 23 Days
  • Lithuania - 17 Days
  • Luxembourg - 12 Days
  • Malta - 18 Days
  • Mexico - 7 Days
  • Netherlands - 9 Days
  • New Zealand - 17 Days
  • Norway - 23 Days
  • Poland - 12 Days
  • Portugal - 13 Days
  • Russia - 17 Days
  • Saudi Arabia - 30 Days
  • Spain - 13 Days
  • South Korea - 13 Days
  • Sweden - 13 Days
  • Switzerland - 14 Days
  • United Kingdom - 9 Days
  • United States - 9 Days

 

If you need help with tracking your order, please contact us at support@nueby.com and we’ll be happy to help you.

*If you’ve just received a shipment notification, please allow 1 to 3 business days for the tracking information to be updated in the courier's system.

*All shipping times exclude clearance/customs delays.

*While we strive to deliver goods in the time frame we specify, we rely on third party shipping companies to facilitate our customer deliveries for us. We cannot guarantee or accept liability for deliveries made outside of this time frame.

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

 

We’re proud to offer FREE Worldwide shipping on all orders!

*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.

 

Once your order is shipped, you will receive a confirmation email with a tracking number.

*If you’ve just received a shipment notification, please allow 1 to 3 business days for the tracking information to be updated in the courier's system.

 

If you have any concerns with your order, please contact our Support Team at support@nueby.com and they will be glad to assist you. Most emails are answered within 1 business day.

 

If you have any concerns with your order, please contact our Support Team at support@nueby.com and they will be glad to assist you. Most emails are answered within 1 business day.

 

When you order multiple items at a time, they may be shipped separately.

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

If you have any concerns with your order, please contact our Support Team at support@nueby.com and they will be glad to assist you. Most emails are answered within 1 business day.

TRACKING

 

We will send you a shipping confirmation email with the tracking number for your order. The shipping confirmation email will be sent to the email that you provided when placing your order. It will guide you on how to track your package.

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

 

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, it takes a couple of days for the tracking number to show up in courier's tracking system.

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

If you have questions about your order or need assistance with tracking your order, please contact our Customer Support Team at support@nueby.com and they will be glad to assist you.

Most emails are answered within 1 business day.

 

Your shipment may be delayed. Delivery time delays can be due to Customs, bad weather incidents 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.

RETURNS & REFUNDS

 

Most of our items are eligible for our 30-day refund policy. If your product is faulty or damaged, you can send it back to us for a refund or item exchange within 30 days of receiving it. Please note, there is no reimbursement for return shipping.

Please contact our friendly Customer Support at support@nueby.com with your refund claim and a Return Merchandise Authorization (RMA) Number will be given to you. Please write this on the shipping label. To complete your return, we require a receipt or proof of purchase.
 

To be eligible for a return, your item must be:
* Your item must be unused and in the same condition you received it.
* Your item must be in the original packaging.
* Your item must be faulty or damaged. We do not accept refunds if you change your mind.

Items not eligible for a refund:
* Gift cards.
* Sale items - If an item was bought at a discounted price, it cannot be exchanged or refunded.
* Bulk orders - Orders of 5 items or more are considered bulk orders and cannot be exchanged or refunded.
* Some health and personal care items.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery.


Lost or Stolen Packages

Nueby is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Nueby will confirm the delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.


Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@nueby.com.


Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@nueby.com and send your item to:

Huaqiangbei Road, Futian District
Room318, Floor 3, Building101, Saige Hi-Tech Park,
Shenzhen
Guangdong Province
518000
CHINA


Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


Shipping

To return your product, you should mail your product to:

Huaqiangbei Road, Futian District
Room318, Floor 3, Building101, Saige Hi-Tech Park,
Shenzhen
Guangdong Province
518000
CHINA

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

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 $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.