Frequently Asked Questions
Shipping Questions
Q: How long does it take for my order to be processed?
A: Orders are processed within 4-6 business days after payment confirmation. We do not process orders on weekends or holidays.
Q: What are the shipping fees for domestic and international orders?
A: Domestic orders within the USA have a shipping fee of $6.45. International orders have a shipping fee of $11.45.
Q: How can I track my order?
A: Once your order is shipped, you will receive an email with a tracking number. Use this number to track your shipment on the carrier’s website.
Q: What should I do if my order hasn’t arrived within the expected time frame?
A: If your order hasn’t arrived within the expected 5-7 business days for domestic orders or 10-15 business days for international orders, contact our customer service team at sales@nalave.com for assistance.
Payment Questions
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, American Express, JCB, Diners Club, and Discover Card credit cards.
Q: Is it safe to use my credit card on your website?
A: Yes, all transactions on our website are encrypted, ensuring your credit card information is secure.
Q: Can I pay using multiple credit cards?
A: Currently, we do not support payments using multiple credit cards for a single order.
Q: What should I do if my payment is declined?
A: If your payment is declined, check your card details and try again. If the issue persists, contact your bank or our customer service team for assistance.
Q: How will I know if my payment was successful?
A: You will receive an email confirmation with your order details once your payment is successfully processed.
Order Modifications and Cancellations
Q: How can I cancel my order?
A: Orders can be canceled within 24 hours of placement by contacting our customer service team at sales@nalave.com. Provide your order number and reason for cancellation.
Q: Can I change my shipping address after placing an order?
A: Yes, changes to the shipping address can be made within 24 hours of placing the order. Contact our customer service team as soon as possible to request the change.
Q: How do I modify the items in my order?
A: To modify items in your order, contact our customer service team within 24 hours of placing the order. We will do our best to accommodate your request.
Q: What happens if I cancel my order after it has been shipped?
A: If your order has already been shipped, it cannot be canceled. Follow our return process for a refund or exchange.
Returns and Refunds
Q: What is your return policy?
A: Returns are accepted within 24 days of delivery. Items must be in their original condition, unused, and with all original packaging and tags.
Q: How do I initiate a return?
A: To initiate a return, contact our customer service team at sales@nalave.com. We will provide instructions on how to return your item.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the item received is defective or incorrect. Use a trackable shipping service.
Q: How long does it take to receive a refund?
A: Approved refunds are processed within 10-20 business days. The time it takes to reflect in your account may vary depending on your payment provider.
Q: What items are non-returnable?
A: Certain items, such as custom-made products, perishable goods, and personal care items, are non-returnable. Check the product description for details.
Q: Can I exchange an item?
A: We replace items only if they are defective or damaged. Contact us at sales@nalave.com to arrange an exchange.
Account Information
Q: How do I create an account?
A: Create an account by clicking the “Sign Up” button on our website and filling in the required information.
Q: What should I do if I forget my password?
A: Click the “Forgot Password” link on the login page. You will receive an email with instructions to reset your password.
Q: How can I update my account details?
A: Log into your account and navigate to the “Account Settings” section to update your details.
Q: Is it necessary to create an account to place an order?
A: No, you can place an order as a guest. Creating an account allows you to track orders and save your information for future purchases.
Q: How do I delete my account?
A: To delete your account, contact our customer service team at sales@nalave.com. We will assist you with the process.
Product Availability
Q: How do I know if an item is in stock?
A: Product availability is displayed on each product page. If an item is out of stock, it will be marked accordingly.
Q: What happens if an item I ordered is out of stock?
A: If an item you ordered is out of stock, we will notify you and provide options for a refund or replacement.
Q: Do you restock sold-out items?
A: We regularly restock popular items. If an item you want is out of stock, check back later or contact our customer service team.
Order Status
Q: How can I check the status of my order?
A: Check your order status by logging into your account and viewing your order history. If you placed an order as a guest, use the order tracking link in your confirmation email.
Q: Will I receive a notification when my order is shipped?
A: Yes, you will receive an email notification with a tracking number once your order has been shipped.
Q: Can I track my order in real time?
A: Yes, use the tracking number provided in your shipping confirmation email to track your order in real time on the carrier’s website.
Q: How will I know if there is a delay with my order?
A: If there is a delay with your order, we will notify you via email with an updated delivery estimate.
Contact and Support
Q: How can I contact customer service?
A: Contact our customer service team via email at sales@nalave.com. We are here to assist you with any questions or concerns.
Q: What are your customer service hours?
A: Our customer service team is available Monday to Friday.
Q: Do you offer live chat support?
A: Currently, we do not offer live chat support. Please contact us via email for assistance.
Q: How quickly can I expect a response to my inquiry?
A: We strive to respond to all inquiries within 24 hours. During peak times, it may take slightly longer.