We want every customer to feel confident clicking "Place order." That means a fair, predictable return policy with no fine-print traps. Here's exactly how it works.
The 30-day window
You have 30 days from the delivery date to start a return on any unopened item in its original packaging. The 30 days are calendar days, not business days, and start the day the tracking shows "delivered."
How to start a return
- Email purchase@nsxdistribution.com with your order number and the items you want to return.
- We'll reply with a prepaid return label and a return authorization (RA) number within one business day.
- Pack the items in the original packaging, attach the label, and drop the package at any USPS or UPS location.
- Once we receive and inspect the return (typically 2–4 business days after you ship), we'll process the refund.
How refunds are issued
Because every order is paid cash on delivery, refunds are issued in cash by the courier on a return pickup, or — for your convenience — by direct bank transfer (Zelle, ACH, or Venmo) if you prefer. We arrange the method that's fastest for you when you start the return.
What we refund
- The item price — always.
- Sales tax — always, in proportion to the items returned.
- Original shipping — refunded only if the return is due to our error (wrong item, defective, damaged in transit).
- Return shipping — free if the return is due to our error, otherwise a flat $6.99 is deducted from your refund.
Defective or damaged items
If your item arrives defective, damaged, or different from what you ordered, email us within 7 days of delivery with a photo. We'll send a free return label and either ship a replacement immediately or refund you the same day we receive the return.
What we cannot accept
- Opened hygiene items — opened skin care, opened cosmetics, opened pet food, opened consumables. We can't restock these. We'll still gladly help if there's a defect.
- Items damaged after delivery — wear and tear, use, accidental damage. The manufacturer's warranty may cover these; we're happy to help you file a claim.
- Items returned after 30 days — we don't have a strict cutoff for defective items, but cosmetic returns past 30 days will be declined and the package returned to you at your expense.
- Items without an RA number — if you ship something back without first contacting us, we may not be able to identify it or process the refund.
Exchanges
The fastest way to exchange is to: (1) place a new order for the item you want, (2) email us with both order numbers, (3) return the original for a refund. This way you get the new item immediately rather than waiting for the return to be processed.
Order cancellations
You can cancel an order any time before it ships. After it ships you'll need to follow the return process above. To cancel, email us with your order number as soon as possible.
Pre-orders and special orders
Pre-order deposits are fully refundable any time before the item ships. After ship, the standard 30-day policy applies.
Questions
Anything that isn't covered above — email purchase@nsxdistribution.com. We'd rather make it right than lose a customer over a policy edge case.