FAQs
Frequently Asked Questions
What Shipping Methods Are Available?
We offer a variety of shipping methods to meet your needs, including:
Standard Shipping – Reliable and cost-effective, typically delivered within 3-7 business days.
Express Shipping – Faster delivery for urgent orders, usually within 1-3 business days.
International Shipping – Available for most countries with delivery times varying based on location.
All available shipping options, estimated delivery times, and costs will be displayed at checkout. We partner with trusted carriers to ensure your order arrives safely and on time.
Do You Ship Internationally?
Yes, we do ship internationally! We’re proud to serve customers around the world. Shipping rates and delivery times vary depending on the destination and will be calculated at checkout.
Please note that international orders may be subject to customs duties or import taxes, which are the responsibility of the recipient. We recommend checking with your local customs office for more information.
If your country isn’t listed at checkout or you have specific questions, feel free to contact our support team — we’re happy to help!
How Long Will It Take To Get My Package?
Delivery times depend on your location and the shipping method you choose at checkout:
Standard Shipping: 3–7 business days (within the country)
Express Shipping: 1–3 business days
International Shipping: 7–21 business days, depending on the destination
Once your order is shipped, you’ll receive a tracking number so you can monitor your package every step of the way. Please note that holidays, customs clearance, or unforeseen delays may affect delivery times.
What Payment Methods Are Accepted?
We accept a wide range of secure payment methods to make your shopping experience smooth and convenient, including:
Credit/Debit Cards (Visa, MasterCard, American Express, Discover)
PayPal
Bank Transfers (where applicable)
Cash on Delivery (COD) – Available for select locations
Digital Wallets (e.g., Apple Pay, Google Pay)
All transactions are encrypted and secure. At checkout, you'll see the available payment options based on your location.
Is Buying On-Line Safe?
Absolutely. Shopping on our website is completely safe and secure. We use industry-standard SSL (Secure Socket Layer) encryption to protect your personal and payment information during checkout.
Additionally, our site is regularly monitored and updated to ensure your data remains private and secure. We also work only with trusted payment gateways that follow strict security protocols.
Your trust is important to us, and we’re committed to providing you with a safe and seamless online shopping experience.
How do I place an Order?
Placing an order is simple! Just follow these steps:
Browse our products and select the item(s) you want.
Choose the size, color, or quantity (if applicable), then click “Add to Cart.”
Once you're ready, click on the shopping cart icon and select “Proceed to Checkout.”
Enter your shipping and billing details, then choose your preferred payment method.
Review your order, then click “Place Order” to complete the purchase.
You’ll receive an order confirmation email shortly after, and we’ll notify you as soon as your package is shipped!
How Can I Cancel Or Change My Order?
If you need to cancel or make changes to your order, please contact us as soon as possible after placing it. We process orders quickly, so the sooner you reach out, the better the chance we can accommodate your request.
- To cancel or modify an order, email us at customersupport@nelmart.com or use our contact form with your order number and the details of your request.
- If your order has already been shipped, cancellation or changes may not be possible. In that case, you can follow our return or exchange process once the package arrives.
We’re here to help and will do our best to assist you promptly.
Do I need an account to place an order?
No, you don’t need an account to place an order — you can check out as a guest. However, creating an account offers several benefits, including:
Faster checkout on future orders
Easy access to your order history and tracking
Exclusive offers and updates
Whether you choose to create an account or not, your shopping experience will always be secure and hassle-free.
How Do I Track My Order?
Once your order has been shipped, you’ll receive a confirmation email with a tracking number and a link to track your package.
You can also track your order by:
Visiting the “Order Tracking” section on our website
Logging into your account and viewing your order status under “My Orders” (if you created an account)
If you haven’t received a tracking number or need further assistance, feel free to contact our customer support team — we’re happy to help!
How Can I Return a Product?
Returning a product is easy! If you're not satisfied with your purchase, you can initiate a return within 14 days of receiving your order. Here's how:
- Contact our support team at customersupport@nelmart.com with your order number and reason for the return.
- We’ll guide you through the return process and provide any necessary instructions or return labels.
- Make sure the item is unused, in its original packaging, and in resellable condition.
- Once we receive and inspect the returned item, we’ll process your refund or exchange.
Please note:
- Some items (like perishable goods, custom orders, or final sale items) may not be eligible for return.
- Return shipping costs may apply unless the item was damaged or incorrect.