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FAQs

Contact

Can I contact you by phone?

Yes, please call us at 949-668-8688 anytime between 9:30am-5:30pm Pacific Time, Monday to Friday.

Can I contact you by email?

Yes, please email customerservice@nanainnovations.com

 

Orders and Delivery

Can I cancel my order?

Yes, as long as the order has not already been shipped we will be able to cancel your order, please contact us via phone or email and a member of our team will happily help you.

Can I change my order?

Yes, as long as the order has not already been shipped we will be able to change your order, please contact us via phone or email and a member of our team will happily help you.

How much is delivery?

Free for all US orders.

Do you deliver to other country?

We currently do not offer shipping to other country.  However, we are working continuously with our shipment partners to make it happen.  Please contact us for the latest update. 

Can I track my item?

Yes, as soon as the item has been dispatched we will send you an email with the tracking code and information on how to track your item.

 

How will my order be delivered?

We use UPS e-Fulfillment Service. 

 

Some of the items from my order are missing?

An item may be missing for several different reasons, possibly because an item is out of stock, if this is the case you will have been contacted to inform you that we have not been able to fulfill your order and you will have received a refund for this item. We will endeavor to email you if any items are missing however please do contact us if you are unsure why an item has not been delivered.

 

Payments

Is it safe to make a payment online?

Yes, we use industry standard SSL encryption protection to protect your details and security checks are made on all payments to ensure the authenticity of each transaction this service is provided by SQ.

What methods of payment do you accept?

We accept all major payment methods, including Amex, Visa, Mastercard, Solo, Switch, Maestro, Delta, Electron and PayPal for payments online.

When will the money leave my account?

Due to the nature of card payments the card will be charged as soon as the order is placed.

Do you accept any other method of payment?

No, Unfortunately we can only accept the methods of payment stated above.

  

Products

Do you have more sizes available?

If the size you are looking for is not on the website please contact us by phone or email and we will let you know if more sizes are available.

If an item is sold out will you be getting more stock in?

Due to the limited nature of the items on this website it is not always possible to re-stock sold out items however please contact us by phone or email as it is occasionally possible to re-order items.

 

Returns

How do I return an item?

Please see our returns section of the website for detailed information about how to return an item. We to offer an effective and fuss free returns service, so please feel free to call or email if you have any queries.

What is your returns policy?

Please see our returns section of the website for the full returns policy.

My order contains a faulty item can I return it?

Yes, please see our returns section of the website for detailed information about how to return a faulty item.

Who pays for return postage?

You are responsible for the cost of returning the item to us.

When will I receive my refund?

We will process refunds within 24 hours of receiving the returned items as long as the goods have been returned in re-saleable condition with all tags and associated packaging.

I have a question about returns- who do I contact?

Please call us at 949-668-8688 anytime between 9:30am-5:30pm Monday to Friday Pacific Time.

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