FAQ

1. Shipping Details

Section 1.1 - Do You Ship Internationally?
NuoueShop is a pet supplies retail and wholesaler with offices, warehouses and factories in Hong Kong and China. We do ship internationally.
Section 1.2 - Shipping and Handling
All Shipping prices include handling international and domestic shipments.
Section 1.3 - Shipping Prices and Fee's

All international shipments are priced at highly discounted shipping rates for your convenience. Depending on your shipping location you may choose from the following shipping methods:

Standard Shipping (7-14 Business Days)

Express Shipping (2-4 Business Days)

Free Shipping (14-28 Business Days)

Section 1.4 - Process and Shipping Duration

All orders ships within less than 48 hours from the day of purchase made, and are shipped via Standard Shipping with a 7-14 business days delivery time.
However at holidays time of the year, due to high demand order may be shipped within more than 48 hours, therefore, delay in delivery time may be accrued.
If your order hasn’t arrived in the estimated delivery times, please contact our support team here.

2. My Order

Section 2.1 - How do I check the status of my order?
You can track your order status in real time by entering your order information on the Track Order page.
Section 2.2 - Can I add/ remove/ change items from an existing order?
Once an order is submitted, if you need to update items on your order please contact us as soon as possible. The easiest way would be to create a new order with your updated items and cancel your existing order.
Section 2.3 - Can I change my shipping service on an existing order?
At this time you can’t update the shipping service used for an existing order.
Section 2.4 - Can I change my shipping address on an existing order?
If you want to change your shipping address contact us as soon as possible so we can update it. Once your order is processed or shipped you will not be able to change it.
Section 2.5 - Security
NuoueShop adheres to highest industry standards to protect your personal information. Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.
Section 2.6 - Payment Methods
We accept Credit/Debit cards, Stripe and PayPal only at the moment.

3. Returns & Exchanges

Section 3.1 - What is your return policy?
Check out the return policy at: Refund Policy
Section 3.2 - How do I return an item?

If you're wanting something else, go ahead and place a new order so your pet can get some new stuff asap! Place the item(s) in a package and indicate on a note your order #, email address and reason for returning. Send the product to:

Company: Nuoren Technology Co., Limited
Address: Rm 32 11/F Lee Ka Industrial Building 8 Ng Fong Street Hong Kong
Tlf: +86 13501586942
Skype: davelim1986

Factory Address: 6 Floor, Building 27, Shancheng Industrial Area, Shixin Community, Shiyan Street, Baoan District, Shenzhen, Guangdong, China

Return shipping is not covered by NuoueShop. Once we receive the item(s), we'll issue your refund. Easy! If you have more questions please feel free to send an email to shop@nuoue.com

Section 3.3 - Do I have to pay to return an item?
In most cases, you (the customer) are responsible for all shipping costs associated with returning a product back to us.
Section 3.4 - Do I have to send back the old products?
In order to receive a refund you must return the old product back to NuoueShop. It must be in resellable conditions for the refund to be eligible. The customer must cover the minimal shipping charges to get the product back to us. In case a product is destroyed, please contact us first and we will give more detailed instructions. We recycle all returned products that are damaged.
Section 3.5 - When I send back products do I need to use a specific carrier?
The short answer is no. Since you must cover the shipping charges to get the product back to us you can choose whatever carrier you want. On the other hand, if you want the product to actually arrive to us we'd suggest using a carrier with available tracking numbers so we can track your return shipment. A smart thing to do would be to get insurance for the shipment, just in case, although not necessary. We're not responsible for a product that never makes its way back to us.

4. Wholesale

Section 4.1 - I own a store and would like to carry NuoueShop' products, what should I do?
We have distributors around the world that are ready to supply our products to your store. For a complete list of them, please send us an e-mail at shop@nuoue.com. We will do our best to answer every e-mail in a timely manner.
Section 4.2 - I would like to distribute NuoueShop' products in my country, who should I contact?
If you're interested in becoming an exclusive distributor of NuoueShop, please contact us at shop@nuoue.com and we'll be happy to assist you.
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