Return Policy

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How do I report a problem with my order?

You can report problems with an order by sending us an email to [email protected] Be aware that Nemry’s may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.

How long do I have to submit a claim for a return/exchange?

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.

My order shows it is being returned to sender, what now?

There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned. You will receive notice once the order arrives back to our facility. We would advise contacting us to determine how  would you like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned, or had an incorrect address originally provided.

What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you.

We may ask for your help before doing that, like confirming that the shipping address was correct. It would also be good to double check that your customer got in touch with their local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.

What happens if a package isn't delivered, but the tracking states that it did?

Nemry’s will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.

In the rare cases that a parcel is marked as delivered by the courier, Nemry’s would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient’s address.

In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient’s address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person – e.g. “left under table on back porch.”

If you are unable to locate the package, you will need to place a new manual order to have it reshipped. We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

What if the address was wrong?

If the shipping address was wrong, then you are held responsible. Usually, the package is sent back to the return address. However, the packages are sometimes not returned to the sender. In this case, you would have to process a new order.

If you want to return the product, where should it be sent?

Packages sent out from our US fulfillment centers should be returned to our Charlotte facility. Its address is 11025 Westlake Drive, Charlotte, NC 28273.

Meanwhile, packages sent out from our Europe location should be returned to our Europe fulfillment center. Its address is Starta 1, 2nd bldg., 3rd fl., Riga, Latvia LV-1026.

How are returns handled differently when comparing quality concerns or customers changing their minds?

Any returns or problems that occur because of an error on our part will be handled at our expense. Cases where you would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order. Unclaimed returns get donated to charity after 4 weeks.

What if the product is damaged in the mail?

If something arrives damaged, send a photo of the damaged goods to [email protected], then we’ll gladly send a replacement at no cost to you.

Are there any discounts for bulk orders?

Yes, there are! If you order at least 50 items from the same category in a single order, you’re entitled to a bulk order discount. You can see the production techniques and their categories with discounts in the table below.

The discount is based on the number of items, and their category. However, the product models within the category don’t have to be the same for each item.

Note that the discount is applied only to product prices, and they can’t be combined with other discounts (e.g., volume discounts).

To get the discount, first you need to get in touch with our customer support team at [email protected], preferably with a draft order ready, to confirm the amount. Then you can submit the order (if you haven’t already), and ask a customer support representative to give you a discount in the form of a refund.

Just remember that if the contents of your order change after you talk to the customer support for the first time, the discount might also change.

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