BROWSE OUR HELPCENTERFREQUENTLY ASKED QUESTIONS
Inquiring about a recent order?
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Please fill out our contact form and a member of our customer service team will get back to you as soon as possible. Alternatively, you may email us directly at firstname.lastname@example.org or open a live chat session on any page of our site.
SHIPPING OPTIONS and ESTIMATED DELIVERY TIMES:
Once you have placed your order, you will receive an automatically generated email within a few minutes. This email is your invoice and your order confirmation.
If you have not received your order confirmation email and it has been thirty minutes or longer, please check your spam/junk folder. If you still cannot find your order confirmation, please contact customer support to confirm that your order has been placed.
Once your order has been shipped, you will receive an automatically generated email confirming your shipment and providing you with your tracking number, whenever applicable.
In the case of multiple orders being shipped to the same recipient and the same address, orders may be combined into a single, consolidated shipment.
Please add email@example.com to your safe sender list to ensure our emails reach you.
For questions about the shipping status of any order or to modify an order before shipment, please contact us at firstname.lastname@example.org
Please note orders under $10 may be excluded from free shipping promotions.
Please note that in the event of an alternative shipping method being used to ship your order due to availability of shipping services to your address with our partner carriers, any difference in price will be refunded to your original method of payment.
Orders being shipped to an address in the United States will be shipped via USPS or FedEx. Orders will be shipped as USPS First Class mail or FedEx, as specified at check out. All orders being shipped to an address in the United States will be tracked.
Orders being shipped to an address in Canada will be shipped via Canada Post Expedited Parcels. All orders being shipped to an address in Canada will be tracked.
In the event of a failed shipment due to an incorrectly entered shipping address, a flat-rate $5.95 shipping fee will be required for a re-shipment. Please note that this flat-rate fee only applies to orders being shipped to an address in the United States of America or Canada. Please contact customer support if your package has been shipped to an incorrect or incomplete address.
Orders being shipped to an address outside of the United States of America or Canada will be shipped via USPS International or FedEx International or DHL Express international service.
NOGU is not responsible for currency exchange fees, credit card fees, or bank fees.
NOGU is not responsible for any additional government taxes, customs, or duty charges, and any such costs will be incurred by the order's recipient.
Orders placed using vouchers distributed by promotional partners may see slightly longer shipping times within the parameters of the ongoing promotion.
Any and all claims for lost, stolen, or mis-delivered packages must be made within two months (sixty days) of the order date of the package in question.
NOGU is not responsible for lost or stolen packages in cases where they have been tracked and confirmed delivered by their respective carriers.
Please Note: Orders with a $0.00 checkout value are subject to a $5.99 shipping and processing fee.
Shipping rates, services, and options are subject to change at any time based on the availability of carriers and eligible services.
*Note: Non-USD orders will have shipping rates calculated at checkout based on daily currency rates. Rates shown above are currency-exchanged estimates.
Policy valid on orders placed on or after October 1 2017.
UNITED STATES & CANADA
All NOGU products purchased from www.nogu.studio are covered by our Lifetime Warranty.
Any purchased item that arrives or becomes damaged within the first year of the delivery date will be replaced once at absolutely no cost and with no hassle.
Any purchased item that becomes damaged after the first year (365 days) from the date of delivery will be replaced but may be assessed a payment of a flat-rate $10 fee. This fee allows us to partially cover the costs associated with postage, processing and delivery of replacement items. The fee will be assessed on a case by case basis.
In most cases, sending us a picture via email (email@example.com) allowing us to confirm the damage is enough, and we'll process the replacement immediately.
If a return of the item is necessary, we'll send you a pre-paid return shipping label you can use to send your item back through the postal service at no cost and without ever having to visit the post office.
If a return is required, all you have to do is apply our pre-paid shipping label to the package you want to return and leave it in a mailbox for the postal service to collect and wait for us to take care of the rest.
When we process your replacement, you'll be notified by email of your replacement's progress, and be provided with real time tracking updates as it makes its way to you.
The Lifetime Warranty applies to the availability of replacements only, not return/refund eligibility.
OUTSIDE OF USA & CANADA
All NOGU products purchased from www.nogu.studio are covered by our Lifetime Warranty.
Any purchased item that arrives or becomes damaged within the first year (365 days) of the date of delivery will be replaced with the payment of a flat-rate international shipping fee.
Any purchased item that becomes damaged between after 365 days from the date of delivery will be replaced with the payment of a flat-rate $10 replacement fee, in addition to the international shipping fee.
These fees allow us to partially cover the costs associated with postage, processing and delivery of replacement items.
RETURN & REFUND ELIGIBILITY:
For an order to be eligible for return and a refund, the initial request for a
return authorization must be made within 30 days of the delivery of
the package, according to the tracking information.
Returned products must be unused and in the same condition that you
received it, as well as in the original packaging.
Returned products must have all their original tags attached.
Once received, earring products are non-returnable and non-refundable under any circumstances.
Any product marked or advertised as Final Sale is not eligible for a refund.
Gift cards are non-returnable and non-refundable.
Original shipping charges are non-refundable.
Custom engraved products are non-refundable, and may not be returned.
Damaged or defective custom engraved products will be replaced, if
necessary, according to our applicable warranty on damaged or
Items ordered as part of a monthly delivery subscription package, such as our Bracelet of the Month Club subscription, are final sale, and not returnable or refundable. Damaged items received as part of a monthly subscription package will be replaced as part of our standard warranty, but may not be refunded.
RETURN & REFUND PROCESS
To arrange a return and receive a Return Authorization Number which
will streamline and expedite the return process and refund turnaround
time, please contact our customer care team by sending an
email to firstname.lastname@example.org. This will open a customer support ticket and give your request a reference ID number that may be used to track the progress of your return.
Please note that returning an order without receiving a Return
Authorization Number and scheduling the return with our customer care
team may lead to delivery issues which prevent the delivery of your
return to our facility, delay the processing of your refund, or both.
2916 Walden Ave #400
Depew, NY 14043-2610
All returns originating from outside of the United States or Canada must be returned using an international mail method servicing Niagara Falls, New York.
Pre-Paid Return Shipping Labels (United States / Canada):
A pre-paid return shipping label is available to you if your order was delivered to an address in the United States or Canada.
Please contact customer support by emailing email@example.com to request more information on a pre-paid return label.
Please note that printing a physical copy of the pre-paid return label is a prerequisite to being able to use this pre-paid service. NOGU cannot ship a pre-printed pre-paid return shipping label.
RETURN POSTAGE (Customers outside the United States / Canada):
Return postage is not covered by your original purchase on www.nogu.studio, and in the event of a return for a refund, the return postage must be paid by the party initiating the return.
NOGU recommends returning your order through the least
expensive method available. NOGU recommends returning orders
in a padded envelope instead of a box whenever possible, and through
your local postal service, as private carriers (such as FedEx / UPS)
typically charge significantly more for comparable services.
For returns originating outside of the United States, the cost of international postage - and any and all third party brokerage charges and/or additional charges and/or tariffs - must be paid by the party initiating the return.
REFUND PROCESSING TIME:
Once your returned package has been received at our return address in New York, it will be transported by our privately contracted carrier to our Toronto headquarters where it will be received and assessed. Your refund will be processed and issued at the end of this process. As a result of the necessary steps to receiving, transporting, and assessing returns, it will take 5 to 10 business days from the date the return package is delivered to our New York location for your refund to be issued.
If a delivery cannot be completed or is refused by the recipient due to the recipient's unwillingness to pay any due international taxes or duty charges on the package, the order will not be refunded, as these costs are the responsibility of the purchaser.
NOGU is not responsible for any additional government taxes,
customs, or duty charges on returned packages, and any such costs are the responsibility of the party initiating the return. The total amount of any such charges will be deducted from the refund amount.
Any and all claims for lost, stolen, or mis-delivered packages must be
made within one month (thirty days) of the shipping date of the package
DANIEL CHRISTIAN TANG
RETURN & REFUND POLICY
NOGU is a licensed vendor of Daniel Christian Tang jewelry. Daniel Christian Tang products purchased from www.nogu.studio are subject to the Daniel Christian Tang warranty conditions on this page.
NOGU is happy to now offer customers the choice of selecting eco friendly reduced packaging on the checkout page when completing their order. Currently, the eco friendly packaging is only available for bracelet and earring items - customers who select it will receive a small lightweight pouch for each item instead of the standard bracelet or earring gift box. We've already been using this reduced packaging method for warranty replacement orders and are excited to offer it to all of our customers who are interested in finding a way to reduce the ecological footprint of their order.
To see what kind of packaging is included, please visit the product page and check the product photo and video section, where you'll also find a picture of that product's included packaging.
When it comes to reducing packaging, the most important thing is to reduce the waste and unnecessary materials that are used to make packaging. By reducing the use of packaging, you'll be doing your part to reduce the amount of materials that are thrown away in landfills or just left in the world where they can hurt people or animals. Less packaging means less waste and a smaller carbon footprint. It's important for us to adopt a strategy to reduce packaging materials if we want to reduce our shared carbon footprint.
With all of our critical partnerships and fundraising efforts we continue to work on with our charity partners around the world who are specifically focussed on reducing ecological harm and repairing the damage done to the environment, providing every customer with the option to reduce the ecological impact of every order is another step in the right direction.
We believe that there's great value in reducing our environmental impact on the world and we believe in giving the customer the option to choose.
NOGU's goal is to provide high-quality accessories that are also as environmentally friendly as possible. By choosing the reduced packaging option at checkout, you can help us reach our goal.