FAQ
GENERAL QUESTIONS
What is the status of my order?
Once you place your order, you will receive a confirmation email. You can use it to track your order status anytime.
Can I change my order?
We can only modify orders that have not yet been processed for shipping.
Once the order status shows “preparing for shipping,” “shipping,” or “delivered,” no changes can be made.
PAYMENT
What payment methods do you accept?
We accept secure payments via:
- PayPal
- Visa, MasterCard, American Express and Discover .
- Apple Pay
- Google Pay
All payments are processed securely to ensure your safety.
Which currency will I be charged in?
All transactions are processed in USD (United States Dollar).
If your card uses another currency, your bank will automatically apply the exchange rate.
Do you offer installment payments?
Yes, we accept 3-installment payment options (where available depending on payment provider).
SHIPPING
Where do you ship?
We currently ship to the United States and Japan.
Our goal is to provide fast, reliable, and secure delivery to your location.
How long does it take to ship my order?
- Processing time: 1–3 business days
- Delivery time: 5–10 business days (USA)
- Other countries: 7–15 business days
How can I track my package?
Once your order is shipped, you will receive a tracking number via email to track your package in real time.
What if I'm not home?
If you are not available at the time of delivery, the courier may:
- Attempt re-delivery the next day, or
- Contact you to schedule a new delivery time
- Or request pickup from your local post office (depending on region)
RETURNS
Do you accept returns?
Yes. We accept returns within 30 days of delivery under the following conditions:
- Item must be unused
- Item must be in original packaging
- Return request must be made within 30 days
To request a return, please contact our support team at info.thenexlo@gmail.com with your order number and photos/videos showing the issue.
Can I exchange an item?
Yes. Exchanges are allowed under the same conditions as returns.
Please mention your exchange request when contacting support.
Are returns free?
Return shipping is free only if the product is defective, damaged, or incorrect.
Otherwise, return shipping costs may be deducted from your refund.
How long does it take to process a return?
Returns are usually processed within 30 days after receiving the item.
Once approved, refunds are issued within 5–7 business days to your original payment method.
30-Day Money Back Guarantee
Shop with confidence! Enjoy a 30-Day Money Back Guarantee if you are not satisfied with your purchase.
📩 SUPPORT
If you have any questions or concerns, please contact us:
We are always here to help you.