Welcome to our FAQ. You will find most of your answers for Nuroco here on our FAQ page. If there is a question you cannot get an answer to below please contact Customer service. We are happy to help.

What does the name Nuroco mean?

Nuroco, Nuro simplified represents the Mind, Co simplified to represent the human consciousness. As the way we see things determine our perspective in life. Sometimes its not what you see but how you see it. Nuroco's name was chosen with the intention to inspire others to see things from a Higher perspective. And with this light create infinite possibilities.

They have a saying that "Beauty is in the eye of the beholder." There are many forms of beauty. We want to inspire others to see their beauty and them shine it inside and out.

Do you have international delivery?

Yes we ship worldwide.

Where can I find the tracking information for my delivery?

Please check you email box for tracking information from Nuroco. Copy & paste the tracking information to:

www.17track.net./en/track

You should be able to see the arrival date of your product. If you cannot find the tracking please also consider checking your junk mail. You can also find your tracking information in your account.

How can I process a return?

At Nuroco, your happiness is our No.1 priority. We want you to be satisfied with your shopping experience here at Nuroco.

We love our customers. We understand our success is only because of you. We hope that you will fall in love with our products and stay in love with them. Our friendly simple return policy allows you to returns & exchange for 30 days. For more information please fill free to check out our Return section below.

How can I become a reseller of your products?

Yes! Nuroco is accepting resellers. We have different options to help your business with our products. Simply send us an email with your contact number, how you would like to resale our products, and our team will be happy to look into the best option for you!

SHIPPING & DELIVERY

Our average shipping US delivery time is 2 weeks+.

We carry many unique one of a kind products that cannot be found locally. And because all are products are imported from the globe. We kindly ask our customers to allow up to 30 days for delivery.

Your delivery tracking would be sent to your email. To see the transit of your delivery, Please copy and paste the tracking to:

www.17track.net./en/track

How can I track my order?

When your order is shipped, a tracking number will appear. You may see where your delivery is in transit by copy and pasting your tracking to: www.17track.net./en/track There are also a few ways you find your tracking:

Login to get Tracking

You can track your order once you login to our website under your orders.

It may take 48 to 72 hours for the tracking information to be updated from the shipping company. In some rare cases 5 days.

Receive Email Tracking

You will receive a confirmation email from us. Your tracking number will automatically be emailed to you once processed. This can take up to 72 hours.

If you have not received an email. Please check your junk mail an email from Nuroco. If our email is being send to your junk mail please add us to your address book or press “Not junk” to receive further notifications on your order.

Once updated, the shipping Confirmation notification email has a link to the Order Status page from where you can see the tracking number.

When you click on the button to "View your order", you will be taken to your Order Status page

You can see the tracking number there. Please click on the tracking number to open the tracking URL

Customer Service

If you need help with you tracking please feel free to send us and email at:

hello@nuroco.com

with your order confirmation number send to your email. We will be happy to help you find it. Please give us 48 hours to complete your request.

What is the shipping timeframe?

To provide low costs shipping to our customers we currently only offer epacket shipping from overseas. Which averages 2 weeks for delivery.

We aim to process our orders within 3 days business days upon receiving your order. In rare cases this can take up to 7 days. The average time frame is 2 weeks for delivery. Up to 30 days.

In some cases your items might be held at customs. Please look at your tracking to see where your product is being processed at.

Orders with engravable items are custom made and may take an additional 2-4 business days to process.

Worldwide shipping averages 2 - 6 weeks based on your location.

Why does my package not contain all my products?

Some of our orders ship separately depending on the storage and warehouse. Therefore you may receive different tracking numbers for different products on the same order.

Why am I receiving multiple packets from the same order?

We have different warehouses that are responsible for different orders. All products are imported from the factory warehouses directly. Therefore certain products are shipped to you separately.

Do you have expedited or overnight shipping?

To provide low costs and free shipping to our customers we currently only offer epacket shipping from overseas. The average delivery time frame is 2-4 weeks. Up to 30 days

What are the shipping restrictions?

P.O. Boxes and Military APO/FPO/DPO addresses cannot receive shipping. We recommend you to select a standard shipping address as your preferred shipping method.

Can I ship to an address other than my home?

Yes you can ship a product to other than your home address. Please make sure you choose your own home for Billing and the put the address you would like the product to ship to under shipping.

Do you ship international?

Unless noted on the product description. We do ship worldwide.

What are the shipping fees for returning an order?

That would depend on the size of your product and what your post office charges. We recommend you purchase tracking for your return item. Customers are responsible for return shipping.

Do I have to sign for my package?

We do not require signatures to receive your order. However in some cases at their discretion a postal officer may decide to ask for a signature. It is recommend that you choose a secure shipping address to receive your delivery.

Still have questions?

Please contact our Happy team at:

hello@nuroco.com

and our associates will be glad to be at your service! If you would like immediate assistance please utilize our live chat service.

RETURNS & EXCHANGES

At Nuroco, your happiness is our No.1 priority. We want you to be satisfied with your shopping experience here at Nuroco.

We love our customers. We understand our success is only because of you. We hope that you will fall in love with our products and stay in love with them. Our friendly simple return policy allows you to returns & exchange for 30 days.

How to return a product

How can we help?

If you need immediate assistance please contact customer service to get started.

You may return all products for a full refund within 30 days of delivery.

Items need to be in re-saleable condition for a full refund.

Damaged items must be reported within 14 days of delivery.

Returns or in store credit are accepted on unworn items in resalable condition.

Sale items, personalized engravables or customized goods are final Sale and cannot be returned.

You may return or refund on items from your Order History page through your login.

If you need help, simply click on “Contact us” to request a return or refund. Please have your order Id, and product name you would like to refund ready.

You can also send us an email at:

hello@nuroco.com

Our team will be happy to assist.

We aim to process all your requests within 72 hours upon receiving. Refunds are issued back to the original form of payment you used to purchase your product.

As for now, we cannot refund, reimburse, cover or otherwise be responsible for any fees not paid to Nuroco. This includes any customs, taxes or VAT as well as any return shipping costs you may incur in the refund process.



Return Instructions

Our goal is to make your return fast and easy. Please contact your stylist for details. If you are unable to contact your stylist please contact our customer service. Our team will be happy to assist you!

To return your items to Nuroco, Simply:

Return items in their accompanied packaging with your proof of purchase. Please provide the following.

Order number or your return confirmation email Date of Purchase Item returning back Your Contact information Total amount of refund

Ship your item back. Take your item to a local post office to ship it back and request for tracking. Items lost in the mail without tracking will not qualify for reimbursement. The customer is responsible for the cost of returning the product.

Please allow our happy team to issue a return to you within 72 hours of receiving your item at our center. Our business hours are Mon - Fri 9am - 5pm PST (Los Angeles, CA) We will send you an email confirmation once your refund has been processed.

Allow your issuing bank time to process your return

Tip: Please don’t forget to ship your order back within 7 days of opening your return request. After 30 days your return request will expire if item is not received.

When can I process a refund?

Majority of our products are imported. Our average shipping time is 2 weeks. If a product has tracking we ask that our customers allow up to 30 days for the arrival of the product before you process a refund for item not received.

If a product does not have tracking please contact our help center at hello@nuroco.com so we may assist you in locating or refunding your item. We are always happy to help ☺

What if a product arrives damaged?

A damaged product needs to be reported within 14 days of receiving the item.

A photo is required for the damaged goods. Please take a photo of the product and attach it to your order id and email us within 14 days of delivery.

Why do you need a video?

If photo cannot show the defect, In rare cases our factory may request a short 10 second video to show the damage of the item before reimbursement for quality control. Therefore we may send an email to our client requesting a short video showing the issue of the product.

What does not qualify for a return?

You cannot start a return if your product it being tracked and still in delivery.

Our Return policy exclude sale items, just pay shipping, personalized or engraved products, display items and business supplies, are all Final Sale.

What happens if the order was missing an item? Or contains the wrong item?

Was your order missing an item or contain the wrong product? We understand that we are not perfect and ask to please give us a chance to make it right. Please notify us within 14 days of your delivery date. Items that break prior to wear or with any damage or defects must be reported within 14 days of delivery to be eligible for a refund, exchange or replacement.

Do you give In-store credit?

We are happy to do a cash refund or in store credit within 30 days. Inbound shipping return costs will not be refunded.

When will I receive my refund?

Our current business hours are Mon - Fri 9am - 5pm PST (Los Angeles, CA). Your refund will be processed when we receive your returned item at the Nuroco center. Once we process the return, your refund will be available 8-10 business days later.

What happens if I paid cash or check?

If you paid your stylist cash or check, please contact them as they will need refund you directly. As they file for a return credit with us through there order id, the stylist will reimburse you in the form of the method you paid them.

What if I received a product not as described?

We work with several factories directly to make sure you get the best cost for your quality item. We understand sometimes our factories may ship you a wrong or defective item. If you receive any item that is defective, a fake, or not as described, please let us know immediately so we can initiate quality control. We can’t undo the mistakes but we always try to figure how to make it right.

Can I edit, update or cancel my order once it’s been submitted?

Once and order has been placed, we are unable to cancel, update or change any information on the order. This is because once the order is placed we immediately send it out and may not know which stage of packaging it is in. We will need to wait to return the initial order so that you can place a new order.

My item is on back order or out of stock! Can I cancel it?

Yes. We’re sorry, sometimes a product sells out quicker than we can restock them. If the item has not shipped we will cancel and issue a full refund. Please contact our customer service team to help you with this.

How do I return a Gift I received?

If you have the order id, please contact customer support for help. We will gladly help you do a return or exchange for re-saleable items.

I paid with cash or check for my products. Or bought an item from a stylist at a show or party. Can I return it?

Any items purchased with cash or check needs to be directly followed up with your stylist or reseller. Unfortunately, we will not be able to assist with cash or check returns as there is no tracking available for us.

In order to process any order a valid credit card is required for purchase. Therefore your stylist may have used their personal credit card to complete the order. In this case you may need your stylist to manually refund your payment in cash or check to you while we process the order return credit on our side to your stylist.

Is Price adjustment available?

All Sale prices are marked as final sale. At this time, there are no returns or price adjustments for products on previous purchases.

Can I return a customized personalized product?

Any customized, personalized products are non-returnable. Certain exceptions and restrictions may apply to this.

Why did I not receive a refund after I see Refund Completed on the order page?

If you see refund completed or have been sent a return confirmation email. Then we have completed the refund process from our side. Then, the refund process will be followed up by your correspondent bank or card issuer. Some bank or card issuer may need time for fund settlement circles. Normally, it will take 7 to 15 business days for you to get the refund after we have processed your request.

Depending on your issuing bank or billing cycle. If you processed a return but did not see it on the current billing cycle you may have already received credit and will show on your next credit statement. Please contact your credit card company if you would like to confirm your return credit. The return will show up on your statement under our company name Nuroco. If your refund has been completed. Please directly contact your correspondent bank or card issuer for more information. It may be posted but not show up till your next statement based on the bank posting cycle.

Can you expedite the refund process?

We do our best to quickly approve the return process . After the return is approved then the time frame would be determined by your bank. The refund is processed by bank system automatically and it is not processed manually. Therefore, it is out of scope to expedite the process. We do the best we can on our end but cannot control corresponding banks. Thank you for your patience.

My card has been expired or stolen, can you return the money to a new card?

We can issue you in store credit to your account.

In most cases we will return it to the original form of payment and the bank can transfer the credit to the new card number when you call the same credit card issuing bank . Please contact your bank as soon as possible. Your correspondent bank will help you walk through the process.

Can I transfer my refund to a new order?

The refund is processed automatically by the system after the order is finished. To protect your funds, the refund can only be returned to your original form of payment. It is out of our scope to transfer the refund to another transaction.

Do your return customs or Import Taxes or VAT?

In the case the products you purchase may need to clear customs in your country.

Please check if your order will incur additional import duties, VAT’s, taxes or any other customs related fees.

Import duties, taxes or other chargers may be collected by the shipping company upon delivery.

Additional costs or delays may occur during international trade.

Note:

Import duties, taxes and charges are not included in the item price or shipping charges. These charges would be the buyers responsibility.

Please check with your country’s custom office to determine any additional costs you may incur prior to your purchase.

According to our experience. Parcels are checked randomly by customs. About 0.5-1% parcels will be checked and may be charged some tariff.

Return Tips

Don’t forget to ship your order back within 7 days of your return request. After 30 days your return request will expire if item is not received.

We gladly process your returns. Your refund will be processed when we receive your returned item at the Nuroco center.

Please allow 5-7 business days for your shipment to arrive at the Nuroco center after you drop it in the mail.

Cash or check refunds must be directly refunded with your stylist.

If your return has been approved but did not see it on the current billing cycle you may have already received credit and it will show on your next credit statement. Please contact your credit card company if you would like to confirm your return credit. The return will show up under our company name Nuroco.


Still have questions?

Please contact our happy team at:

hello@nuroco.com

and our associates will be glad to be at your service! If you would like immediate assistance please utilize our live chat service.

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