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FREQUENTLY ASKED QUESTIONSInquiring about a recent order?
We are happy to help!
TRACK YOUR ORDERPlease fill out our contact form and a member of our customer service team will get back to you as soon as possible. Alternatively, you may email us directly at info@nogu.studio or open a live chat session on any page of our site.
MORE INFORMATION
| SHIPPING | RETURNS | WARRANTY |
SHIPPING OPTIONS and ESTIMATED DELIVERY TIMES:
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Standard Shipping - USPS or Local Courier |
$3.99 |
2-5 Business Day Estimate |
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| USPS - Priority Mail | $9.99 |
1-3 Business Day Estimate | |
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Standard Shipping - Canada Post or Local Courier |
From $4.99 CAD FREE for Orders |
2-10 Business Day Estimate |
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$23.99+ CAD |
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DHL International | From €13.50 EUR - FREE for Orders €149 EUR |
5-10 Business Day Estimate |
| FedEx or DHL International | €24+ EUR* | 2-5 Business Day Estimate | |
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DHL |
£8.99 GBP FREE for Orders £125 GBP* |
5-10 Business Day Estimate |
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£34.99 GBP | 2-5 Business Day Estimate | |
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Post NL |
$19.99 AUD FREE for Orders $149+ AUD |
5-10 Business Day Estimate |
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$69.99+ AUD | 2-5 Business Day Estimate | |
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DHL |
$13.99 USD FREE for Orders $230 NZD* |
5-10 Business Day Estimate |
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$44.99 USD | 2-5 Business Day Estimate | |
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Currently Unavailable |
¥1,200+ JPY* FREE for Orders ¥12,000 JPY* |
5-10 Business Day Estimate |
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¥3,000+ JPY* | 2-5 Business Day Estimate | |
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Direct Parcel |
$16.99 USD | 5-10 Business Day Estimate |
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$29.99 USD | 2-5 Business Day Estimate | |
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Direct Parcel |
$13.99 FREE for Orders $199 SGD* |
5-10 Business Day Estimate |
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$24.99 USD | 2-5 Business Day Estimate | |
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Other
INTERNATIONAL |
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See Checkout for Up to Date Rates | 2+ Business Day Estimate |
Once you have placed your order, you will receive an automatically generated email within a few minutes. This email is your invoice and your order confirmation.
If you have not received your order confirmation email and it has been thirty minutes or longer, please check your spam/junk folder. If you still cannot find your order confirmation, please contact customer support to confirm that your order has been placed.
Once your order has been shipped, you will receive an automatically generated email confirming your shipment and providing you with your tracking number, whenever applicable.
In the case of multiple orders being shipped to the same recipient and the same address, orders may be combined into a single, consolidated shipment.
Please add info@nogu.studio to your safe sender list to ensure our emails reach you.
For questions about the shipping status of any order or to modify an order before shipment, please contact us at info@nogu.studio
Please note orders under $10 may be excluded from free shipping promotions.
Please note that in the event of an alternative shipping method being used to ship your order due to availability of shipping services to your address with our partner carriers, any difference in price will be refunded to your original method of payment.
Orders being shipped to an address in the United States will be shipped via USPS. Orders will be shipped as USPS Ground Advantage or USPS Priority Mail, as specified at check out. All orders being shipped to an address in the United States will be tracked.
Orders being shipped to an address in Canada will be shipped via Canada Post Expedited Parcels. All orders being shipped to an address in Canada will be tracked.
In the event of a failed shipment due to an incorrectly entered shipping address, a flat-rate $5.95 shipping fee will be required for a re-shipment. Please note that this flat-rate fee only applies to orders being shipped to an address in the United States of America or Canada. Please contact customer support if your package has been shipped to an incorrect or incomplete address.
Orders being shipped to an address outside of the United States of America or Canada will be shipped via USPS International or FedEx International or DHL Express international service.
NOGU is not responsible for currency exchange fees, credit card fees, or bank fees.
NOGU is not responsible for any additional government taxes, customs, or duty charges, and any such costs will be incurred by the order's recipient.
Orders placed using vouchers distributed by promotional partners may see slightly longer shipping times within the parameters of the ongoing promotion.
Any and all claims for lost, stolen, or mis-delivered packages must be made within two months (sixty days) of the order date of the package in question.
NOGU is not responsible for lost or stolen packages in cases where they have been tracked and confirmed delivered by their respective carriers.
Please Note: Orders with a $0.00 checkout value are subject to a $5.99 shipping and processing fee.
Shipping rates, services, and options are subject to change at any time based on the availability of carriers and eligible services.
*Note: Non-USD orders will have shipping rates calculated at checkout based on daily currency rates. Rates shown above are currency-exchanged estimates.
LIFETIME WARRANTY
Policy valid on orders placed on or after October 1 2017.
UNITED STATES & CANADA
All NOGU products purchased from www.nogu.studio or www.nogu.ca are covered by our Lifetime Warranty.
Any purchased item that arrives or becomes damaged within the first year (365 days) of the delivery date will be replaced once at absolutely no cost and with no hassle.
Any purchased item that becomes damaged after the first year (365 days) from the date of delivery will be replaced but may be assessed a payment of a flat-rate $10 fee. This fee allows us to partially cover the costs associated with postage, processing and delivery of replacement items. The fee will be assessed on a case by case basis.
In most cases, sending us a picture via email (info@nogu.studio) or calling 1-800-338-8840 allowing us to confirm the damage is enough, and we'll process the replacement immediately.
If a return of the item is necessary, we'll send you a pre-paid return shipping label you can use to send your item back through the postal service at no cost and without ever having to visit the post office.
If a return is required, all you have to do is apply our pre-paid shipping label to the package you want to return and leave it in a mailbox for the postal service to collect and wait for us to take care of the rest.
When we process your replacement, you'll be notified by email of your replacement's progress, and be provided with real time tracking updates as it makes its way to you.
The Lifetime Warranty applies to the availability of replacements only, not return/refund eligibility. The Lifetime Warranty belongs to the original purchaser who made the purchase directly from nogu.studio or nogu.ca, and is not transferred to items re-sold or given to a third party.
OUTSIDE OF USA & CANADA
All NOGU products purchased from www.nogu.studio or www.nogu.ca are covered by our Lifetime Warranty.
Any purchased item that arrives or becomes damaged within the first year (365 days) of the date of delivery will be replaced with the payment of a flat-rate international shipping fee.
Any purchased item that becomes damaged after 365 days from the date of delivery will be replaced with the payment of a flat-rate $10 replacement fee, in addition to the international shipping fee.
These fees allow us to partially cover the costs associated with postage, processing and delivery of replacement items.
RETURN & REFUND ELIGIBILITY
For an order to be eligible for return and a refund, the initial request for a return authorization must be made within 30 days of the delivery of the package, according to the tracking information.
Returned products must be unused and in the same condition that you received it, as well as in the original packaging.
Returned products must have all their original tags attached.
Once received, earring products are non-returnable and non-refundable under any circumstances.
Any product marked or advertised as Final Sale is not eligible for a refund.
Gift cards are non-returnable and non-refundable.
Original shipping charges are non-refundable.
Custom engraved products are non-refundable, and may not be returned. Damaged or defective custom engraved products will be replaced, if necessary, according to our applicable warranty on damaged or defective items.
Items ordered as part of a monthly delivery subscription package, such as our Bracelet of the Month Club subscription (Standard and Premium), are final sale, and not returnable or refundable. Damaged items received as part of a monthly subscription package will be replaced as part of our standard warranty, but may not be refunded.
RETURN & REFUND PROCESS
To arrange a return and receive a Return Authorization Number which will streamline and expedite the return process and refund turnaround time, please contact our customer care team by emailing info@nogu.studio or calling 1-800-338-8840. This will open a customer support ticket and give your request a reference ID number that may be used to track the progress of your return.
Please note that returning an order without receiving a Return Authorization Number and scheduling the return with our customer care team may lead to delivery issues which prevent the delivery of your return to our facility, delay the processing of your refund, or both.
RETURN SHIPPING & ADDRESSES
United States & Canada: For authorized returns, contact support for a prepaid return shipping label. Return shipping is free for authorized US and Canada returns. We do not publish a public US self-mail return address — do not mail a return without authorization and the prepaid label we provide.
Please note that printing a physical copy of the prepaid return label is a prerequisite to being able to use this prepaid service. NOGU cannot ship a pre-printed prepaid return shipping label.
International (outside the United States & Canada): When directed by support, authorized international returns may be shipped to:
NOGU
1 Toffee Ct
Toronto, ON M8V 3B9
Canada
Unless we expressly cover them, international return postage — and any third-party brokerage charges, duties, or tariffs — must be paid by the party initiating the return and may be deducted from any refund. NOGU recommends returning orders in a padded envelope instead of a box whenever possible, and through your local postal service, as private carriers (such as FedEx / UPS) typically charge significantly more for comparable services.
REFUND PROCESSING TIME:
Once your authorized return has been received and assessed, your refund will be processed and issued. It typically takes 5 to 10 business days from the date we receive and assess the return for your refund to be issued to the original payment method. Your bank or card issuer may take additional time to post the credit.
ORDER CANCELLATIONS:
Where available, unfulfilled orders may be cancelled through self-serve tools within 15 minutes of purchase. After that window, email info@nogu.studio or call 1-800-338-8840 as soon as possible; if the order has not shipped, support may still cancel it case by case once confirmed.
LIABILITY:
If a delivery cannot be completed or is refused by the recipient due to the recipient's unwillingness to pay any due international taxes or duty charges on the package, the order will not be refunded, as these costs are the responsibility of the purchaser.
NOGU is not responsible for any additional government taxes, customs, or duty charges on returned packages, and any such costs are the responsibility of the party initiating the return. The total amount of any such charges will be deducted from the refund amount.
Any and all claims for lost, stolen, or mis-delivered packages must be made within 60 days of the order date.
DANIEL CHRISTIAN TANG
RETURN & REFUND POLICY
NOGU is a licensed vendor of Daniel Christian Tang jewelry. Daniel Christian Tang products purchased from www.nogu.studio are subject to the Daniel Christian Tang warranty conditions on this page.
NOGU is happy to now offer customers the choice of selecting eco friendly reduced packaging on the checkout page when completing their order. Currently, the eco friendly packaging is only available for bracelet and earring items - customers who select it will receive a small lightweight pouch for each item instead of the standard bracelet or earring gift box. We've already been using this reduced packaging method for warranty replacement orders and are excited to offer it to all of our customers who are interested in finding a way to reduce the ecological footprint of their order.
To see what kind of packaging is included, please visit the product page and check the product photo and video section, where you'll also find a picture of that product's included packaging.
When it comes to reducing packaging, the most important thing is to reduce the waste and unnecessary materials that are used to make packaging. By reducing the use of packaging, you'll be doing your part to reduce the amount of materials that are thrown away in landfills or just left in the world where they can hurt people or animals. Less packaging means less waste and a smaller carbon footprint. It's important for us to adopt a strategy to reduce packaging materials if we want to reduce our shared carbon footprint.
With all of our critical partnerships and fundraising efforts we continue to work on with our charity partners around the world who are specifically focussed on reducing ecological harm and repairing the damage done to the environment, providing every customer with the option to reduce the ecological impact of every order is another step in the right direction.
We believe that there's great value in reducing our environmental impact on the world and we believe in giving the customer the option to choose.
NOGU's goal is to provide high-quality accessories that are also as environmentally friendly as possible. By choosing the reduced packaging option at checkout, you can help us reach our goal.
