How can we help?

Every shipment gets a tracking number as soon as the carrier scans the parcel — you'll find it in your order confirmation email. International tracking can pause for 3-5 days while a parcel moves between the origin carrier, the airline linehaul, and the destination carrier; this is normal and does not mean the parcel is lost.

Typical delivery windows are 7-15 business days depending on destination and the shipping option chosen at checkout. Estimates are shown on each product page and in your order details. If tracking shows no delivery within 60 days of dispatch, buyer protection entitles you to a full refund or free reshipment.

Email [email protected] with your order number as soon as possible. We can update the address any time before the parcel is handed to the carrier; after dispatch, changes depend on the destination carrier's redirect options.

It depends on your destination and what checkout showed for your order. If duties and taxes were prepaid at checkout, clearance is handled for you and nothing is owed on delivery. If checkout marked them as payable on import, the destination customs authority may collect duties or VAT before releasing the parcel — those charges are set by your government, not by NunPulse.

Most customs holds clear on their own within a few days. If the carrier or customs office contacts you for information (like an ID number required by your country), respond promptly. If a parcel is held longer than 7 days or you're unsure what's needed, email [email protected] with your order number and we'll work with the carrier and broker to release it.

Refused parcels are usually destroyed or returned at significant cost. We can refund the product price once the parcel is confirmed returned, but shipping and clearance costs are non-refundable unless the shipment was our error. If duties feel unexpected, contact us first — we can often help resolve the charge.

Email [email protected] within 30 days of delivery with your order number and the reason for return. We'll reply with return instructions — and a prepaid label when the return is due to our error or a defective item. Items must be unused and in original packaging; hygiene-sensitive categories marked final sale on their product page cannot be returned.

Refunds go back to the original payment method within 10 business days after we receive and inspect the return. Your bank may take a few extra days to post the credit. Refunds are issued in the currency you were originally charged.

That's covered by buyer protection. Report it within 7 days of delivery with photos of the item and packaging, and we'll refund or replace it — your choice — with no return shipping cost to you. Claims are resolved within 5 business days of receiving complete information.

Prices are quoted in USD, and checkout shows the payment methods available in your region. Where other currencies are displayed, the conversion is an estimate — the final amount depends on your payment provider's exchange rate. Card details are processed by our payment providers and never stored on NunPulse servers.

Most declines come from the card issuer — international transactions are sometimes flagged by banks. Try confirming the purchase with your bank, double-checking the billing details, or using another payment method. If the problem persists, email [email protected] and we'll investigate on our side.

Email [email protected] with the charge amount, date, and the last 4 digits of the card. We'll trace the transaction within 24 hours. Small differences from the displayed price are usually your bank's currency-conversion fee; anything unauthorized will be refunded promptly.