FOR Order Tracking:

SHIPPING AREA

NuSoulra All shipping will be a door-to-door service with local UPS,FedEx or DHL delivery company.We offer US free shipping. If you purchase multiple items they will typically be shipped together.The buyer of a shipment pays customs duties, fees or taxes, transit time in days, shipped in Monday-Friday . 

According to the ordering address and link, free shipping will be provided from warehouses in the United States. If the warehouse is out of stock, it will be shipped from China by default. The store stocks are including  US, EU and China.

PROCESSING TIME

Within 24 hours after the order is placed, the item will be handed to the carrier and the shipping label will be created. Once your package has been picked-up by the carrier you can obtain delivery information directly from them – LOGISTICS INQUIRY LINK: HTTPS://WWW.17TRACK.NET/EN. Orders will not be processed on Weekends or Statutory Holidays.

DELIVERY TIME

Our goal is to ensure that your order is processed quickly and effectively. According to the order, all products are shipped from China, California, and Poland. Depending on the destination and transportation channel, the delivery time is 5-14 working days. Please note that delivery may be delayed due to force majeure.

TRACK YOUR ORDER

An email with tracking details will be sent when your item is dispatched so its journey can be followed.

For any reasons you don't receive this email or for more shipping information, please contact us at sales@nusoulra.com / info@nusoulra.com .

FREE SHIPPING POLICY

We offer free shipping for the first delivery of each order.
However, any shipping fees arising from returns or exchanges will be handled based on the circumstances described below.

PRODUCT EXCHANGE SERVICE

We provide product exchange services under the following two scenarios:

Scenario 1 : Incorrect Product Shipped by NUSOULRA

If the product you received does not match your order due to a shipping error by NUSOULRA (e.g., wrong model or specifications), please contact us within 7 days of receiving the product. The issue will be resolved in one of the following ways:

1. NUSOULRA will cover the return shipping cost for the incorrect product, as well as the shipping cost and product cost for the correct item;
2.  Alternatively, you may choose to negotiate a compensation agreement with NUSOULRA (such as special toy or discount), without needing to return the product.

Scenario 2 : Customer Ordered the Wrong Product

If you ordered the wrong product due to not carefully checking the product specifications before purchase, and you wish to exchange it:

1. You will be responsible for both the return shipping fee of the incorrect product and the shipping fee for the new product.
2.  The returned product must meet the following conditions:                                   ①It must be in brand-new, unused condition, and kept in its original packaging;
    ②If the product has been used or shows any signs of affect resale, NUSOULRA will charge a depreciation fee of 30% of the product price;
3. Once the returned product is inspected and confirmed, we will proceed with the shipment of the correct product.

NOTE

-Pre order and customized products are not applicable to the above terms. The expected delivery date will be listed in the product title and description, as well as the specific time after communication.

-NuSoulra will not be responsible for any damage, loss, or theft of goods caused by third-party carriers after the goods are released from the warehouse.

-P.O. boxes

NuSoulra can not ship to a U.S. Postal Service post office box. Please provide an actual street address.APO/FPO addresses 

FOR DEALERSHIP:

SHIPPING AREA

Spot goods can ship to worldwide. Please contact us on the shipping method, delivery date, and pre-order placing.

SHIPPING METHODS

To avoid logistics damage, it is recommended to use your own cooperated logistics or pick up the goods at our warehouse. If these methods are not available, the goods will be handed to the third-party carrier for transportation. Please note that NuSoulra will not be responsible for goods damaged, lost, or stolen due to handling by the third-party carrier after the goods are out of the warehouse.

THIRD-PARTY SHIPPING PROCESSING TIME

Spot goods will be handed to the carrier and the shipping label will be created within 24 hours after the order is placed. Packages are processed by the carrier within 2 business days after being picked up. Once your package has been picked-up by the carrier you can obtain delivery information directly from them – LOGISTICS INQUIRY LINK: HTTPS://WWW.17TRACK.NET/EN. Orders will not be processed on Weekends or Statutory Holidays.

Pre-orders are subject to actual conditions.

THIRD-PARTY SHIPPING ORDER TRACKING

An email with tracking details will be sent when your item is dispatched so its journey can be followed. For any reasons you don't receive this email or for more shipping information, please contact the salesperson who is in touch with you.

Delivery Areas and Shipping Time

Address accuracy
Please double check your address for accuracy when ordering from NuSoulra. An incorrectly entered addresses can delay or prevent shipment.

Delivery time
When you place an order with NuSoulra we will estimate shipping and delivery dates. Note that these dates are approximate and can change based on circumstances beyond our control. Once your package has been picked-up by the carrier you can obtain delivery information directly from them – LOGISTICS INQUIRY LINK: HTTPS://WWW.17TRACK.NET/EN

After you place an order on NuSoulra, Order cutoff time is 12.am, (EST),your order will generally take 48-72 hours to leave our warehouse. Warehouse operational hours are Monday – Friday excluding holidays. Orders placed on Friday, Saturday or Sunday will generally be processed by our warehouse Monday, the first business day of the week.

 Return Policy

Cancellation

Orders will be processed within Two business days of receipt.

If the consumer initiates the cancellation of the order earlier than the time of shipment and within the time specified for initiating the cancellation, the order can be canceled.

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out. 

“Don’t like it”, “Don’t want it anymore”"Customs inspection"or any delayed delivery caused by the carrier can NOT be deemed as a valid reason for a return. The customer will have to pay the ACTUAL round-trip freight. Considering the package is unopened. The freight will be deducted from the refund.

Returns (if applicable)

We accept return of products. Customers have the right to apply for a return within 7 days after delivery the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address. 

Return Address：Room 1068, 3/F, No.1 bis, East Lane, No.3 Heng Road, Yuancun, Tianhe District, Guangzhou, China

Notes

Custom-order or personalised items do not have a right to 14 days refund.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

No restocking fee to be charged to the consumers for the return of a product.;

Refunds (if applicable)

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at sales@tokuniki.com / support@tokuniki.com.

Please contact our Customer service at sales@nusoulra.com / support@nusoulra.com to get the return address.