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FAQs

Welcome to the NookShell Help Center.
If you don’t find the answer you’re looking for below, please feel free to contact us anytime at support@nookshell.com

1.Customer Service & Account

Q1: How can I contact Customer Service?
A: You can reach our Customer Service team in the following ways:

Our Customer Service hours are:

  • Monday – Friday: 9:00 AM – 7:00 PM
  • Saturday: 1:00 PM – 6:00 PM
  • Time zone: Eastern Time (New York, USA)

Our Customer Service team is available to assist with all online orders placed on www.NookShell.com.

 

Q2: How can I check my order status?
A: You can check your order status in different ways depending on whether you created an account:

  • If you checked out as a guest:
    Go to the “Order Status” page on our website and enter your order number and shipping Zip Code to view your order progress.
  • If you have a registered account:
    Log in to your NookShell account and go to “My Orders” to view your full order history and current order status.
  • Don’t have an account yet?
    You can create a new account on the “My Account” page to easily manage your orders and view your order history.

 

2.Payment Methods & Currencies

Q3: Which payment methods does NookShell accept?
A: We currently accept the following payment methods:

  • VISA
  • Mastercard
  • JCB
  • American Express
  • Diners Club
  • Discover
  • China UnionPay
  • PayPal
  • Apple Pay
  • Google Pay
  • Klarna

(Available payment methods may vary slightly by country/region. Please refer to the checkout page for the most accurate options.)

Q4: Which currencies does NookShell support?
A: We currently support payments in the following currencies:

  • US Dollar (USD)
  • Euro (EUR)
  • British Pound (GBP)
  • Canadian Dollar (CAD)
  • New Zealand Dollar (NZD)
  • Norwegian Krone (NOK)
  • Swedish Krona (SEK)
  • Swiss Franc (CHF)
  • Australian Dollar (AUD)

Q5: Is it safe to place an order on NookShell?
A: Yes. It is safe to place an order on NookShell. Protecting your personal information is our top priority.

  • When you submit or receive data on our website, we always use industry-leading encryption technologies (such as SSL encryption) to transmit and receive your information.
  • The data centers where our servers are hosted have strict physical security measures in place to prevent collected data and information from being lost, misused, or tampered with.

You can shop with confidence at NookShell.

 

3.Order Processing & Shipping

Q6: When will my order ship?
A: We strive to process and ship your order as quickly as possible. In most cases, orders are shipped within 1–3 business days.

  • “Business days” are Monday through Friday (excluding U.S. federal holidays).
  • All delivery times are estimates and may be adjusted due to actual conditions (such as weather, holidays, or carrier peak seasons).

Q7: How will my order be shipped?
A: For deliveries within the United States, we primarily use the following carriers:

  • USPS
  • UPS
  • DHL

The estimated delivery time to major metropolitan areas in the U.S. is 7–12 business days.

Please note:

  • The above delivery times are estimates. Actual delivery times may be delayed or changed due to customs clearance, carrier congestion, weather, or other factors beyond our control.
  • If you need to receive your order faster, please select an expedited shipping option at checkout. Exact delivery times will vary by region and carrier.
  • Any additional shipping fees (such as expedited shipping fees) are non-refundable.

If you live in a more remote area, your package may be handed off to a local delivery company for the final leg of delivery:

  • This will usually appear as an additional tracking event in your shipment tracking information.
  • In most cases, the package will be delivered within 24 hours after this handoff.

Q8: Can I ship my order to a different address than my billing address?
A: Yes.

At checkout, you can enter:

  • Shipping Address (Ship To)
  • Billing Address (Bill To)

Please double-check that your billing address matches the address on file with your card issuer or payment provider to ensure your payment is successfully authorized.

 

4.Pricing, Order Changes & Cancellations

Q9: The item I purchased just went on sale. Can I get a price adjustment?
A: We’re sorry, but we do not offer price adjustments.

  • Product prices are based on the price at the time your order is placed.
  • Our product prices, descriptions, specifications, and images may change at any time without prior notice.

If you have any questions or concerns about a recent order, please contact Customer Service at support@nookshell.com

 

Q10: I changed my mind after placing my order. Can I change the color or model?
A: Once your order has been successfully placed on NookShell, we immediately begin processing it, so we are unable to modify the order (including changes to color, model, etc.).

If you need assistance, please contact our Customer Service team as soon as possible at support@nookshell.com

 

Q11: I changed my mind after placing my order. Can I cancel it?
A: If you would like to cancel your order, please contact us as soon as possible after placing it.

  • Please contact Customer Service between 9:00 AM – 6:00 PM Pacific Time (U.S. West Coast), and we will do our best to help with your cancellation request.
  • Because our automated system processes orders very quickly, the time window in which an order can be changed or canceled is very short. Once an order enters the shipping process, it can no longer be canceled.

Note:
If you cancel an item that was purchased as part of a promotion or special offer, you may not be able to enjoy the same promotion or discount again after cancellation.

 

5.Returns & Refunds

Q12: What if I’m not satisfied with my order? Can I return it?
A: Yes.

If you are not satisfied with the item you received, please be sure to read and follow our Return Policy before sending any item back.
Eligibility for returns, return time limits, and product condition requirements are all subject to the detailed terms on our Return Policy page.

 

Q13: How long does it take to process a return?
A: The overall return process typically includes the following stages (using a prepaid return label as an example):

  1. Return transit time (FedEx SmartPost)
    • Packages returned with a prepaid label will be shipped back via FedEx SmartPost.
    • Depending on the return address, transit time is usually 2–10 days.
  2. Warehouse processing time
    • Once your package arrives at our online fulfillment center, the return inspection and processing will generally be completed within 2–3 business days.
  3. Bank refund processing time
    • After your return is processed, your refund will be issued back to your original payment method by your card-issuing bank.
    • Bank processing typically takes 1–3 business days.

Suggested overall timeframe:
From the day you send your return package, we recommend allowing up to about 2 weeks for the refund to appear on your online statement.
In some cases, it may take up to 2 billing cycles before the refund is fully reflected on your statement.

For reference:

  • FedEx prepaid SmartPost return shipping: approx. 2–10 days
  • Return processing time: approx. 2–3 days
  • Bank refund processing time: approx. 1–3 days

 

6.Warranty & After-Sales Service

Q14: Does NookShell offer a warranty on its products?
A: Yes. Starting from the date the item is delivered, NookShell provides a 1-year warranty for eligible products. Each item is entitled to one (1) free warranty service within the 1-year warranty period.

If your product has a quality-related issue during the warranty period (such as abnormal damage, functional failure, etc.), you can contact Customer Service to request warranty service. We will provide appropriate after-sales support and solutions based on your specific situation.

For assistance, please contact us via:

 

Q15: How do I request warranty service? What information do I need to provide?
A: To help us verify your order and arrange warranty service more quickly, please provide any 2 of the following pieces of information when contacting Customer Service:

  • Order number
  • Email address used to place the order
  • Phone number used to place the order
  • Tracking number used for the original shipment

Providing this information helps us:

  • Quickly locate your order record
  • Confirm whether the product is still within the 1-year warranty period
  • Verify whether the product has already used its one-time free warranty service

 

Q16: Why do I need to provide this order-related information when requesting warranty service?
A: This is to protect the legitimate rights and interests of genuine customers and to prevent a small number of individuals from fraudulently claiming warranty services.

By checking your order number, email, phone number, name, or tracking number, we can:

  • Confirm that the product was purchased through an official NookShell channel
  • Verify the purchase date and whether the warranty period is still valid
  • Confirm whether the product has already used its one-time free warranty
  • Prevent abuse of the warranty policy, thereby ensuring a fair after-sales experience for every genuine customer

We are committed to protecting your personal information. The information you provide will only be used for order verification and after-sales services and will not be used for any purpose unrelated to your warranty.