FREQUENTLY ASKED QUESTIONS
International orders are subject to customs clearance, which may cause delays beyond provided delivery estimates. International orders are categorized as placed for delivery outside of Canada. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
All applicable custom fees, taxes and duties are the sole responsibility of the customer. Customs authorities require that we state the value of the order directly on your package. It is at the sole discretion of customs agents to release your package.
We process and complete orders as quickly as possible. If you have any modification requests or need to cancel, please contact us immediately after placing your order. We cannot guarantee that we will be able to cancel or modify, but we will try our best to accommodate all requests.
Before e-mailing us, please be sure to check your front door / porch area, your mailbox, family members / neighbors, and especially any front desk / administration office in your residence (especially in apartment complexes).
Please allow a full 3-5 days after the claimed delivery date to give a chance for the package to arrive. If the package has not arrived, please contact us within 14 days.
We're sorry to hear that you've received an incorrect or faulty item. So we can get this sorted for you, please send us an email at info@nurglow.com with the following info:
- Your name
- Your order number
- Product name & code (this can be found on your order confirmation email)
- Picture of the fault / incorrect item