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Go to the shop# Frequently asked questions
Everything you want or need to know! If you can't find your answer here. Please mail us at: support@netura.org
What courier do you use for deliveries?
We use USPS for US Domestic regular shipping and FedEx for international and express shipping.
How long does it take for home delivery?
Usually, regular shipping within US takes 3 to 8 business days. International shipping between 4-9 days. We are currently aiming to improve our delivery times so have patience! We know! You can read more at our Shipping Policy.
I haven’t received a dispatch email/email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it most likely will come from a noreply email address.
Can I collect from a local store?
We do not offer physically collecting your order. All our shipments goes from Denver in the US.
Do you deliver on Weekend?
It differs between our regular or express shipping couriers. USPS (regular) can make deliveries on Saturdays but not Sundays or other holidays. FedEx (express) is an every-day delivery service, including Saturdays and Sundays to most residential locations.
How long does a refund take?
We aim to process the refund claims fast. If your claim gets approved, and you require a replacement, we will have a new order shipped to you within 3 business days. Be sure to checkout our Return & Refund Policy.
Who pays for return postage?
No need to return the defective item. If your clam is approved and you've requested a replacement we will ship that to you free of charge. Be sure to checkout our Return & Refund Policy.
Why have you not refunded the original delivery charge?
We only refund the cost of the products in your order, not the shipment cost. Be sure to checkout our Return & Refund Policy.
How do I apply a discount code?
You can add a valid discount code at order Checkout.
Where is my order?
Once an order has been shipped, you will receive a confirmation email with the order tracking code. Also, you can check the tracking code by visiting your Account page and clicking on the order in question.
How can I make a complaint?
In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Send your complaints to support@netura.org
Is it possible to change the address/cancel or amend my order?
Due to the high volume of orders we receive, we have an automatic order system to our supplier. For any changes to your order, please contact us immediately after placing the order. We will attempt to stop or amend the order. But if your order is already fulfilled it is too late to make cancel it or make any changes.
