Help & FAQs
Welcome to the OrbyNexa Help & FAQs page!
Here you’ll find answers to our most common questions about orders, shipping, returns, payments, accounts, and more. If you can’t find what you’re looking for, feel free to contact our support team at support@orbynexa.com anytime.
ORDERS & ORDER STATUS
Q: How do I place an order?
A: Simply browse our products, select the items you want, add them to your cart, and complete checkout with your billing and shipping information. You will receive an order confirmation email once the purchase is complete.
Q: Can I cancel or change my order after placing it?
A: You may request an order cancellation before it is shipped. Once your order is shipped, we cannot guarantee cancellation, but we will do our best to assist. Please email support@orbynexa.com with your order number as soon as possible.
Q: How can I check my order status?
A: Once your order ships, you will receive a shipping confirmation email with your tracking number. You can use this number to track your shipment through the carrier’s tracking portal.
Q: What if I entered the wrong shipping address?
A: Please contact us immediately at support@orbynexa.com. We will try to update your address before shipment, but if the order has already shipped, we cannot guarantee changes.
SHIPPING
Q: Do you offer free shipping?
A: Yes! OrbyNexa provides free worldwide shipping on all orders — no minimum purchase required.
Q: How long does delivery take?
A: Typical delivery times are 6–12 calendar days after shipment. Processing usually takes 1–2 business days. Delays may occur due to customs clearance or local carrier issues.
Q: Are there any import fees, duties, or taxes?
A: No. All orders are shipped with customs clearance included (DDP). Customers do not need to pay any additional fees such as import duties, VAT, or other taxes.
Q: Can I track my package?
A: Yes! Once your order has shipped, you’ll receive a tracking number. You can track your shipment through the carrier’s official tracking tools (e.g., UPS, USPS, DHL, FedEx, 17track).
RETURNS & REFUNDS
Q: What is your return policy?
A: We offer a 30-day return policy. If your item is unused and in original condition, you may request a return within 30 days of receipt. Please contact us at support@orbynexa.com to start a return.
Q: How do refunds work?
A: Once we receive and inspect your returned item, we will notify you if your refund is approved. Approved refunds are processed back to your original payment method within 1–5 business days.
Q: Who pays for return shipping?
A: If the return is due to a quality issue (damaged, defective, or incorrect item), OrbyNexa will cover the return shipping cost. If the return is due to a change of mind or preference, the customer is responsible for return shipping and may be charged a restocking fee.
PAYMENTS
Q: What payment methods do you accept?
A: We accept major credit/debit cards and payments via supported gateways on our website at checkout.
Q: Will I be charged sales tax?
A: Sales tax may be applied depending on your local tax laws. Any applicable tax will be displayed during checkout.
ACCOUNT & PRIVACY
Q: Do I have to create an account to place an order?
A: No — you may checkout as a guest. Creating an account allows you to track orders, view order history, and save your information for faster checkout.
Q: How do you protect my personal information?
A: Your privacy and security are important to us. We use industry standard measures to protect your information. Please review our Privacy Policy for more details.
MARKETING & COMMUNICATIONS
Q: How can I unsubscribe from promotional emails?
A: You can unsubscribe at any time by clicking the “unsubscribe” link at the bottom of any promotional email we send.
OTHER QUESTIONS
Q: What if my package is lost or missing?
A: If your tracking shows delivery but you haven’t received your package, please check with your local carrier first. If you still can’t locate it, contact us at support@orbynexa.com and we’ll assist you.
Q: What should I do if my product is defective or damaged?
A: We’re here to help! Contact support@orbynexa.com with photos and order details, and we will provide instructions for replacement or refund.
STILL NEED HELP?
Email our support team at support@orbynexa.com for any questions not covered here.
We aim to respond within 24 business hours.