Frequently Asked Questions
Shipping
Within 1 business day of receiving payment for your order, we will pack your order in our warehouse in South Korea and prepare the shipping label for handover to our international logistic courier. From the moment your parcel has been handed over to the logistic courier, it takes approximately 3 to 6 business days for it to be delivered to most countries.
Our logistic courier will message you on the phone number you provided during checkout during the day of the delivery with an estimated timeslot. If our logistic courier made an attempt to deliver your parcel while you were not available, they will try again up to 3 business days in a row. If all the follow-up attempts fail, they will drop your parcel at the nearest available pick-up location and message you the details for pick-up.
If you wish to use a specific service or courier, you can reach out to support@nowana.com.
Product(s)
Unfortunately, as we are not an academy or medical training facility, we are unable to provide you with instructions or training on any of the products we offer. Therefore we advise you to only purchase products if you are trained and experienced in the use of these goods. If you are looking for academies or training facilities near your, feel free to contact support@nowana.com and we are happy to find one for you.
You can email us at support@nowana.com with a request for any type of required documentation. Please include your order number, desired documents, and specific product(s) you would like to acquire them for with your email. We will reply with the requested documents within 5 business days.
We are continuously expanding our assortment with products that may interest our customers. Feel free to give any suggestions for Korean products you would like to see on our site, you can email your suggestions to support@nowana.com
Payment
Our secure payment portal accepts all major credit and debit cards such as; American Express, VISA, MasterCard, Discover, and more. If you have any issues with processing payment, you can reach out to support@nowana.com for further assistance.
Unfortunately, we can not accept any other forms of payment other than our secure payment portal.
Return(s) and Refund(s)
Mistakes can happen, and we are here to solve them. Please contact us via the Customer Support portal or directly at support@nowana.com within 3 days are receiving your parcel. We will gladly arrange exchange for the wrongly received item(s).
Please check the invoice you have received after your order to ensure the item was indeed ordered and paid for. Once you have confirmed this and you are sure an item is missing, please go ahead and contact us via the Customer Support portal or directly at support@nowana.com within 3 days are receiving your parcel. We will immediately investigate and either give you a refund for the missing item or send a follow-up parcel at our expense.
We shall honor a refund or an exchange for a damaged or defective product if a request is made within 3 days of receiving your parcel and the request is accompanied by video or picture evidence with a description of the issue. Requests can be submitted via our Customer Support portal or directly to support@nowana.com.
Upon receival of your request, we will reply within 3 business days with instructions on how to proceed with the return of the damaged or defective product.
Orders
Once your order has been packed and handed over to our logistics provider, it is unfortunately not possible to cancel an order.
You can contact us via support@nowana.com if you wish to arrange a return of your parcel. Please read our Return Policy to see if your order is eligible.
Once your order has been packed and handed over to our logistics provider, we are unable to remove, add or exchange any items in your order. If you spot an error in your order, please reach out to support@nowana.com as soon as possible after placing the order.
Did you not find the answer you were looking for?
Please submit a ticket to our Customer Support team and they will happily answer any questions you have.