Get Help with Your Nunalo Order
Need help with an order, address change, cancellation, shipping update, tracking issue, damaged item, missing package, return, or refund? Nunalo support is here to help you review the issue and guide you to the next step.
For faster support, please include your order number, tracking number, email address used at checkout, and clear photos or videos if the issue involves product damage, incorrect items, or packaging problems.
What Can We Help You With?
Choose the issue that best matches your situation. Providing complete information at the beginning helps us review your request faster.
- Order confirmation questions
- Address change requests
- Order cancellation requests
- Shipping and delivery updates
- Tracking number questions
- Tracking not updating
- Multiple package deliveries
- Delivered but not received
- Incorrect or missing item
- Damaged product or packaging
- Return request
- Refund status
Information That Helps Us Review Your Request Faster
Order support requests are reviewed based on the information you provide. Missing order numbers, tracking numbers, photos, or problem descriptions may delay the support process.
Please prepare the details listed here before contacting Nunalo.
Please include:
- Your order number
- Email address used at checkout
- Tracking number if available
- Clear description of the issue
- Full product photos if the item has a problem
- Close-up photos of damaged or incorrect areas
- Outer packaging photos and shipping label photos
- Unboxing video if available
Address Changes and Cancellations
Please contact Nunalo as soon as possible if you need to change your shipping address or cancel an order.
Address Change Requests
Address changes may be possible before shipment, or after packing if the package has not yet been handed to the carrier.
Once the order has shipped, the shipping address generally cannot be changed. If a package cannot be delivered because of an incorrect or incomplete address, additional shipping costs, address correction fees, or reshipment costs may be the customer's responsibility.
Cancellation Requests
Orders may be canceled before shipment. If the order has already been packed but has not been handed to the carrier, cancellation may still be possible.
Once the order has shipped, it cannot be canceled. The order must be delivered first and then follow the return process if eligible.
Shipping and Tracking Support
After your order ships, Nunalo will send a shipping confirmation email with tracking information.
Tracking Email
Tracking information is usually sent within 24 hours after shipment. Please also check your spam or junk folder if you cannot find the email.
Tracking Updates
Tracking updates may take 24–72 hours to appear after the carrier receives the shipment information.
No Update
If your tracking information has not updated for more than 5 business days, please contact Nunalo with your order number and tracking number.
Why Did I Receive Only Part of My Order?
Some orders may be shipped in multiple packages. Each package may have its own tracking information and may arrive on different days.
If you received one package but are still waiting for another, please check whether your shipping confirmation email includes more than one tracking number.
What If Tracking Shows Delivered?
If tracking shows delivered but you have not received the package, please first check your mailbox, front desk, neighbors, security office, porch, garage, or other safe delivery areas.
If you still cannot find it, please contact the local carrier and contact Nunalo with your order number and tracking number.
Lost or Misdelivered Packages
If the carrier confirms that the package was lost or misdelivered, Nunalo will help arrange a replacement or refund based on the investigation result.
If the carrier confirms that the package was correctly delivered to the shipping address, Nunalo is generally not responsible for theft, loss, or missing packages after delivery.
Damaged Product or Packaging
If your product or packaging arrives damaged, please contact Nunalo within 30 calendar days after delivery.
Please provide your order number, full product photos, damaged area photos, outer packaging photos, shipping label photos, and an unboxing video if available.
Return and Refund Support
Return and refund requests must be reviewed and approved by Nunalo before any item is sent back.
Return Requests
Retail customers may request a return within 30 days from the carrier delivery date. Products must be unused, in new condition, and include complete accessories.
For non-quality-problem returns, customers are responsible for return shipping costs. Unauthorized returns may be refused and may not be eligible for a refund.
Refund Status
After a returned item is received, inspection usually takes 3–5 business days. Once approved, the refund is usually initiated within 5–10 business days to the original payment method.
Approved refunds are issued through PayPal to the original payment method.
Custom, OEM, ODM, private-label, and wholesale orders are not covered by Nunalo's standard retail return policy. Business order terms are discussed and confirmed separately before production or shipment.
How Order Support Works
Our support team reviews each order issue based on the order details, tracking information, photos, carrier information, and policy conditions.
Contact Nunalo
Email service@nunalo.com with your order number, tracking number, issue description, and supporting photos or videos if applicable.
We Review the Issue
Nunalo reviews the order information, tracking details, product photos, packaging photos, and carrier updates where applicable.
We May Ask for More Information
If the information provided is incomplete, our team may ask for additional photos, videos, tracking details, or delivery confirmation.
We Confirm the Next Step
Depending on the issue, Nunalo may assist with tracking review, address guidance, return approval, refund processing, replacement review, or carrier investigation support.
Contact Order Support
Please include your order number and a clear description of the issue when contacting us.
Email Support
For order, shipping, tracking, return, refund, or product support, please contact Nunalo by email.
service@nunalo.comBusiness Hours
Monday–Friday, 9:00 AM–6:00 PM, China Standard Time.
Most inquiries are answered within 1–2 business days.
Order Support FAQ
What should I include when contacting Order Support?
Please include your order number, email address used at checkout, tracking number if available, a clear issue description, and photos or videos if the issue involves damage, incorrect items, missing items, or packaging problems.
Can I change my address after ordering?
Address changes may be possible before shipment, or after packing if the package has not yet been handed to the carrier. Once shipped, the address generally cannot be changed.
Can I cancel my order?
You may request cancellation before shipment. Once the order has shipped, it cannot be canceled and must follow the return process after delivery if eligible.
What if my tracking has not updated?
Tracking updates may take 24–72 hours to appear. If your tracking has not updated for more than 5 business days, please contact Nunalo with your order number and tracking number.
What if my order arrived damaged?
Please contact Nunalo within 30 calendar days after delivery and provide your order number, product photos, damaged area photos, outer packaging photos, shipping label photos, and an unboxing video if available.
Can I return an unused product?
Eligible unused retail products may be returned within 30 days from the carrier delivery date. The product must be unused, in new condition, and include complete accessories.
How long does refund processing take?
After the returned item is received, inspection usually takes 3–5 business days. Once approved, refunds are usually initiated within 5–10 business days to the original payment method.
Need Help with an Order?
Contact Nunalo with your order number, tracking number, and issue details. Our team will review your request and help confirm the next step.