Shipping & Return Policy

SHIPPING POLICY

At Nexora, we team up with reliable couriers selected to provide the most efficient delivery service for your area. Please be aware that we are only shipping to USA and Canada at the moment. Shipping timelines may differ due to factors like high order volume, and changes in courier policy.

DELIVERY TIMES & FEES

We’re committed to making your shopping experience smooth and enjoyable. In some instances, a small shipping fee may be applied to ensure your order is delivered through the best available carrier for your location.

  • Estimated Delivery: Most orders arrive within 6-10 business days. However, unexpected delays due to courier issues or high demand may occasionally extend this timeframe.
  • Order Handling: We typically prepare and process orders within 2-3 business days before dispatching them. Once your package is shipped, you’ll receive tracking details so you can follow its progress.

OUR PROMISE TO YOU

Your satisfaction matters most to us. While we do everything we can to ship orders promptly, some delays may be out of our control. If you have any questions or concerns, our support team is always ready to assist. Please allow 24 to 48 hours for a reply.

Thank you for your patience and continued support—we’re doing our best to get your order to you as fast as possible!

 

RETURN POLICY

30-Day Return Policy

You have 30 days from the date you receive your item to request a return.

Return Eligibility

To qualify for a return:

  • Items must be unused, in original packaging, and free from damage or signs of wear.
  • You must provide proof of purchase with the order confirmation number.
  • If you're exchanging for a different product, the price difference (if any) will be charged or refunded accordingly. Replacements are shipped only after the original item has been received and approved.

To start a return, contact us at support@nexorapillow.com.
Returns sent without authorization will not be accepted.

Return Shipping

  • We do not offer prepaid return labels. Customers are responsible for return shipping costs and must send the product back themselves.

Order Cancellations

Once your order is placed, you can cancel the order before it has shipped. We would prefer notice within 2-3 hours. Email us at support@nexorapillow.com with the subject line “CANCEL MY ORDER.” After the order has been processed, it cannot be canceled.
You must wait for the item to arrive and then start a return request through our standard process. Once the item is returned, a refund will be issued.

Chargebacks & Return Disputes

To ensure a fair process:

  • Please reach out to us with any concerns before contacting your bank.
  • Unauthorized chargebacks without prior communication may void your eligibility for a return or refund.
  • If the chargeback process begins before a return is initiated, the order is considered final sale and ineligible for refund.

Damaged or Incorrect Items

If your item arrives damaged or you receive the wrong item:

  • Contact us immediately at support@nexorapillow.com with photos and your order details. We’ll quickly work to resolve the issue.

Refund Process

Once we receive and inspect your return:

  • You’ll receive a confirmation email letting you know if your refund has been approved.
  • If approved, a refund will be issued to your original payment method within 10 business days.
  • If it's been more than 10 business days since your return was approved but you haven’t received your refund, contact us at support@nexorapillow.com.

Please note that banks and card issuers may require additional processing time.

Non-Refundable Fees

  • Shipping Fee: This is non-refundable and covers carrier charges, failed deliveries, and redelivery attempts.
  • Shipping Protection: This covers lost or damaged items during transit but is non-refundable if unused.