1) How quickly do you ship?
Orders placed before 12 pm PST are shipped the same business day, subject to payment and order detail verification. In some cases, payment and order detail verification may extend processing times for as long as 3 days. The "order within" countdown timer provides the window of time in which you must place the order so we can process and ship on the same business day. We'll notify you when it ships.
2) When will I receive my order?
Our shipment days are Mondays to Fridays, and our free domestic shipping is 4-7 business days but the majority of our boxes make it to their destinations within 3-4 business days. We can't guarantee that a package will arrive on a specific date because shipping error can occur from time to time but we are happy to adjust your shipping date to get as close as possible to a specific arrival time.
3) Why didn't my order get delivered next day like I paid for?
Actual shipping times start once the order has been fully processed and dispatched. We can't guarantee that an order gets dispatched the same business day because payment and order detail errors can occur from time to time. Holiday and weekend exceptions may also affect delivery times.
4) Why am I being charged import duty and tax?
We want to do as much as we can to ensure a smooth delivery. If you are shipping to Canada, an estimated customs fees, duties and taxes ("Taxes") will be charged during checkout. Nanoxia is the importer of record and will deliver the product to you duty paid (DDP). These funds are used by our courier to pay the customs, duties, VAT/GST on your behalf to the authorities of the destination country. These are not U.S. taxes. We also handle all the broker fees/paperwork on your behalf. You won’t be charged additional fees if the actual broker/import fees, duties and taxes exceed the one we estimated. There are no hidden fees and our expedited custom clearance enables significantly faster delivery.
5) Can you remove "Taxes" from my order going to Canada?
Yes, simply contact us before placing your order. Going with the DDU (Deliver Duty Unpaid) route, you may have to hire a broker to clear the customs or you may have to file the paperwork yourself. As independent brokers charge different fees, it's impossible to tell what the final costs or delivery time will be. Additional charges for customs clearance and import fees must be fulfilled by the recipient before customs release the shipment for delivery. If the customs duties and taxes aren't handled correctly, it can be subjected to fines, penalties, storage and late fees. Expedited delivery may not be possible with DDU as we have no control over these charges or delays, nor can we predict what they may be.
6) Do you offer customs-cleared shipment to rest of world?
We currently offer customs-clearance only to customers shipping to Canada.
7) Why is my order shipping next week?
Depending on when in the week you place the order, it may seem like it takes a little while because your order will be processed and shipped the following business day. This usually happens when you place an order after cutoff time on Fridays, as it will be processed and shipped on Mondays, the following business day.
8) I placed an order, but didn't receive a confirmation email.
Most order, shipping, and customer account notifications are sent to you automatically. Email notifications can fail because your inbox is full, your internet service provider failed to deliver the notification, or you have spam filters sending legitimate mail to spam folder. If you need us to resend a notification just let us know.
9) Can I get shipment updates via text?
You sure can! Our secure checkout page allows you to enter either an email address or a phone number. Customers who choose to enter a phone number receive their order confirmation and shipping updates by SMS to their mobile phone.
10) Need more help?
Contact us and we'll help you out!