frequently asked questions


Upon placing your order please allow 3 - 5 business days to have your order processed through our system. Our fulfillment warehouses pack your ordered item(s) and ship the package(s) out as soon as possible. Once your order has been shipped, you will receive a notification through e-mail. To get your tracking number, simply send us a message through Facebook Messenger or email us at Support@NRG-ZONE.com and we will have it sent to you. If you did not receive your order or any updates on it, please contact us immediately and we will do all we can to investigate.

Please allow up to 5 working days for your order to be processed and an additional 3 days to be shipped out. Our fulfillment centers are located around the world. For domestic orders in the United States, it will take between 10-25 working days for your parcel to be delivered once it has been processed. For international orders please allow up to 30 working days


Note: Please double check your order details to make sure your shipping address is correct. If you need to change your address after having placed an order, please contact us immediately. We cannot change your shipping details or cancel your order after having dispatched your goods. If a parcel is returned because of a wrong address, you will be required to pay additional shipping charges. We cannot be hold liable for products sent to the wrong address if wrong shipping details have been provided.

Yes! We ship worldwide to ensure that every customer will enjoy his or her shopping experience with us.

You, the buyer, are responsible for any additional taxes, custom, clearance fees etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost - charges vary around the world.  As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information. 

Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will be used one-time only upon purchasing of your product. Then your credit card information will be purged. 

Click the blue "Buy Now" button, fill in your shipping and billing information and we'll have your order shipped to you as soon as possible.

Absolutely! If you do not like your product or find damages to the product, contact us immediately! We do all we can to ensure your best shopping experience. You can simply contact us and we'll get it addressed!

We handle customer service through Facebook messenger and email. You can go onto our Facebook page and open up a chat with us on Facebook Messenger, or send us an email at Support@NRG-ZONE.com with any questions or concern you might have - we'll do our best to reply within 24 hours.

Absolutely! We offer a full refund on your order if you don't like the product. Simply visit our refund policy page for complete details. If you have any additional questions that have not been addressed in our FAQ, please contact us through Facebook messenger or email us at Support@NRG-ZONE.com

SHIPPING & DELIVERY

We process orders between Monday and Friday. Orders will be processed within 3-5 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

Once you place your order, please allow 3-5 business days to process your orders. After that, it will take 12 - 20 business days for delivery in the United States, and 15-30 business days for international orders (depending on location).

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

RETURNS & EXCHANGES

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

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.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 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 yet, please contact us

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.