FAQ page

Ordering & Products

Q: How do I choose the right size?
A: Every product page includes a detailed size chart with measurements. We recommend measuring yourself and comparing to the chart before ordering. If you're between sizes, we generally suggest sizing up for a more comfortable fit. Our sizing runs from XS to 3XL.
Q: Are your products true to size?
A: Yes, our items are designed to fit true to standard US sizing. Please refer to the size chart on each product page for exact measurements, as cuts may vary slightly between styles.
Q: What materials are your clothes made from?
A: Material details are listed on each product page under "Product Description." We prioritize soft, durable fabrics that hold up after washing. If you need more details about a specific item, feel free to email us at support@nuavibe.com .
Q: Will sold-out items be restocked?
A: Popular items are restocked based on demand. We recommend signing up for restock notifications on the product page or subscribing to our newsletter for updates on new arrivals.

Shipping & Delivery

Q: Where do you ship to?
A: We ship worldwide. However, we are unable to deliver to PO Boxes, APO, or FPO addresses.
Q: How much does shipping cost?
A: We offer free shipping on all orders over US$99. For orders under US$99, a flat shipping rate of US$4.99 applies.
Q: How long will it take to receive my order?
A: Your total delivery time has two parts:

  • Processing: 1–3 business days (Mon–Fri) to prepare and quality-check your order
  • Shipping: 7–12 business days (Mon–Fri)
  • Total: approximately 8–15 business days from the day you order

Please note these are estimates, not guarantees. Delivery may take longer during peak seasons, holidays, or due to customs or carrier delays.
Q: Will I have to pay customs duties or taxes?
A: Some items ship from our overseas fulfillment partners. For orders delivered to the United States, import duties or taxes may be assessed by U.S. Customs on arrival. These charges are the responsibility of the recipient. NuaVibe has no control over these charges and cannot predict their amount.
Q: How can I track my order?
A: Every order ships with a tracking number. You will receive a confirmation email with your tracking link as soon as your parcel leaves our facility. Please allow 2–3 business days for tracking to begin updating.

Returns & Refunds

Q: What is your return policy?
A: You have 14 days from the date your order is delivered to request a return or exchange. After 14 days, we are unable to accept returns.
Q: What items can be returned?
A: We accept returns for defective, damaged, or incorrect items only. All items must be returned unworn, unwashed, unaltered, and in their original packaging with all tags still attached. We cannot accept returns for:

  • Fit issues or change of mind
  • Items that have been worn, washed, or altered
  • Damage caused by use, washing, or attempted self-repair
  • Items missing their original tags or packaging
  • Final sale items (clearly marked as such on the product page)

Q: Who pays for return shipping?
 A: When a return is due to our error — a defective, damaged, or incorrect item — we cover return shipping and send you a prepaid label. Your original shipping charge is refunded as well.
Q: How do I start a return?
A: Email support@nuavibe.com with your order number and the subject line "RETURN." Please contact us before sending anything back — returns sent without approval cannot be processed. We will reply within 1 business day with the correct return address and instructions. Do not use the sender address on your original shipping label.
Q: How long does it take to get my refund?
A: Once your return arrives, we inspect it within 3–5 business days and email you the result. Approved refunds are issued to your original payment method within 5 business days of inspection. Your bank may take up to 7 additional days to post the funds. Total time from when we receive your return: typically 8–17 days.
Q: Can I exchange an item for a different size or color?
A: Yes, we are happy to exchange for a different size or color, subject to availability. Exchange items are final sale and cannot be returned again.

Payment

Q: What payment methods do you accept?
A: We accept the following payment methods:

  • American Express
  • Apple Pay
  • Google Pay
  • Mastercard
  • Shop Pay
  • Visa

All transactions are processed securely through Shopify Payments.
Q: Is my payment information secure?
A: Yes. Our store uses SSL encryption to protect your personal and payment information. Credit card information is always encrypted during transfer over networks.
Q: What currency are prices listed in?
A: Prices are displayed in USD (United States Dollars) by default. Your payment provider will handle any currency conversion if you are paying from outside the United States.

Order Issues

Q: I entered the wrong shipping address. Can I change it?
A: Please email support@nuavibe.com immediately with your order number and the correct address. We will do our best to fix it before the order ships. Once an order has shipped, we are not able to reroute the parcel.
Q: My tracking shows delivered but I haven't received my package. What should I do?
A: Please check with your neighbors and your local carrier first. If you still cannot locate your parcel, email us at support@nuavibe.com within 7 days of the delivery scan and we will investigate.
Q: My order arrived damaged. What should I do?
A: We are sorry to hear that. Please email support@nuavibe.com with photos of the damage within 48 hours of delivery, and we will make it right at no cost to you.
Q: I received the wrong item. What should I do?
A: Please email support@nuavibe.com with your order number and a photo of the item you received. We will send you a prepaid return label and ship the correct item to you as quickly as possible.

Account & Newsletter

Q: Do I need an account to place an order?
A: No, you can check out as a guest. However, creating an account allows you to track your orders and check out faster on future purchases.
Q: How do I subscribe to your newsletter?
A: You can subscribe by entering your email address in the newsletter signup box at the bottom of our website. Subscribers receive special offers, discounts, and early access to new arrivals.
Q: How do I unsubscribe from emails?
A: You can unsubscribe at any time by clicking the "Unsubscribe" link at the bottom of any marketing email we send.

Contact Us

Q: How can I contact customer service?
A: Our customer service team is available to help you:

  • Email: support@nuavibe.com
  • Address : 10786 W 60th Ave, Arvada, CO 80004, United States
  • Office : 3425 W Kingsley Rd, Garland, TX, 75041, United States
  • Hours: Monday–Friday, 9:00 AM – 5:00 PM CT

We reply to all emails within one business day. A real person reads every message — we are not a bot.
Q: I have a question that isn't answered here. What should I do?
A: If you have any questions or suggestions, our team will be happy to help you. Please reach out via email or phone during our business hours.