Shipping
Please note we ship Monday-Friday only during normal business hours. Any order placed during non-business hours will be processed the following business day. Orders will not ship over the weekend. NEZSU offers FREE Federal Express Shipping on all US orders over $70*. No promotion code is required to receive free shipping on all $70+ US purchases.
Order Tracking
When you place an order with NEZSU, you will receive an order confirmation via email. If you have questions about your order, please email customerservice@nezsu.com. Please include your order number in the subject of your email. promotion code is required to receive free shipping on all $70+ US purchases.
- Please allow 1-3 business days for your order to ship due to processing time. Once your order ships, standard ground shipping orders arrive in 3-8 business days. Weekends and holidays are excluded from processing and shipping times. You will receive an email with tracking information once your order has been picked up and scanned by the shipping courier.
- Note: Orders shipped to APO/FPO/DPO addresses may take up to 8 weeks.
- Please contact Customer Care as soon as possible after receiving your delivery or when you notice a package is missing after receiving our delivery confirmation email. For missing packages marked delivered to the address on the order, we require a minimum of 2 business days to file a claim with the carrier before sending a replacement. We are unable to assist with items that arrived broken, missing items, and missing packages outside of the 30-day return/exchange policy timeframe and without a photo of the broken items and/or package.
Canceling an Order
When an order is placed on NEZSU.com we begin processing the order immediately, to ensure prompt delivery. We’re unable to cancel or change an order once it’s submitted.
Out-of-Stock Items & Back Orders
Should an item on your order be out of stock, NEZSU will notify you via email the expected in-stock date. Your remaining order will ship on time and the out-of-stock item will ship when available.
30-Day Money Back Guarantee*
Our goal is to help you find the products that will be 100% satisfied with your purchase and stand by the quality of our products. We hope you’ll be completely satisfied with your products and if for any reason you’re unhappy with your purchase we will promptly issue a refund to your credit card or exchange an unsatisfactory product for another one if returned within 30 days of initial purchase. Please see our returns policy for details on how to process.
Please Note: We can only accept NEZSU products directly purchased through NEZSU.com. We cannot accept products purchased from Trade Shows or Festivals.
*Products purchased during Flash Sales (such as Holidays sales) and our annual Friends and Family Sales are subject to a 14-day return policy. Returns must be postmarked within 14 days of original ship date.
Returns/Exchanges – Nezsu
Please follow the steps below to return your purchase:
- Complete the Return Form located on the invoice included with your shipment. If you do not have your invoice you may print and send your email order confirmation. Please indicate the products you wish to return or exchange. If exchanging, please also include the product(s) you would like an exchange for. We will call you if additional funds are required for the exchange order. If you do not have your invoice or email order confirmation, please email customerservice@nezsu.com to get your order number.
- Our Customer Care Team will be happy to assist with a complimentary return label for returns that meet our policy requirements. We can also recommend products for exchanges. It is important that you contact Customer Care before you send in a return or exchange. We are not responsible for returns lost in transit that have not been communicated to Customer Care.
- NEZSU is not responsible for return shipping costs. Please make a copy of your invoice and keep for your records.
- The return must be postmarked within 30 days of the original ship date on your invoice (14 days for Flash Sales and our annual Friends and Family sale), and the product must be mostly full. Multiple exchanges will not be allowed.
- Please ship the products to the address below to ensure that your return remains eligible for a refund.
- For all NEZSU product returns, please use the following address: NEZSU Organic Spa Skincare Products. c/o Return Department 3232 E. Corona Ave Phoenix, AZ 85040
- We will notify you via email once your refund/exchange has been processed.
- Note: Shipping costs charged on any order are not refundable.
- All Gift Sets items must be returned with all components for a full refund.
- A full refund will be issued on a return that included a promotional gift(s) (full size) product only if the return is made within 30 days of original ship date on the invoice (14 days for Flash Sales) and our annual Friends and Family sale) and the promotional gift(s) (full size) accompanies the return. If the promotional gift(s) is not included, the full retail value will be deducted from the refund.
- Please note that returning products will not automatically cancel your auto-replenishment subscriptions. To cancel, change shipment frequencies, or to make any other changes to your auto-replenishment subscription, please sign in to your NEZSU customer account on our website.
- You are welcome to keep the free sample sachets that come with each NEZSU.com order as we don’t require this for returns. Please allow up to 14 business days from receipt of returned items to process a return and credit your account. A credit should appear on your statement within 2 full billing cycles. If your credit card has expired prior to your return request, we may offer a NEZSU credit instead.