FAQ

Frequently Asked Questions

Where do you ship from?

At Nexlya, we work with trusted suppliers and warehouses located primarily in the United States, United Kingdom, and select international locations. Your vacuum cleaner will be shipped from the warehouse closest to your delivery address to ensure faster delivery times and reduced shipping costs. Once your order is processed, you'll receive tracking information that will show the specific origin location.

How long does shipping take?

Standard shipping typically takes 7-15 business days for most locations. Express shipping options are available for 3-7 business days at checkout. Please note that processing time is 1-2 business days before your vacuum cleaner ships. During peak seasons or promotional periods, delivery times may be extended. We'll keep you updated throughout the entire shipping process via email notifications.

How do I track my order?

Once your vacuum cleaner ships, you'll receive a tracking number via email within 24-48 hours. You can track your order by clicking the tracking link in your shipping confirmation email, or by visiting our order tracking page on the Nexlya website. Simply enter your order number and email address to view real-time updates on your package's location and estimated delivery date.

Can I cancel or change my order?

You can cancel or modify your order within 12 hours of purchase, provided it hasn't entered the fulfillment process yet. To request changes or cancellation, please contact our customer support team immediately with your order number. Once your vacuum cleaner has been shipped, we cannot cancel the order, but you may return it according to our return policy once received.

What is your return/refund policy?

Nexlya offers a 30-day return policy from the date of delivery. Your vacuum cleaner must be in original, unused condition with all original packaging and accessories. To initiate a return, contact our support team for a return authorization number. Once we receive and inspect your returned item, refunds are processed within 5-7 business days to your original payment method. Please note that return shipping costs are the customer's responsibility unless the item was defective or damaged.

What if my item arrives damaged?

If your vacuum cleaner arrives damaged or defective, please contact us immediately within 48 hours of delivery. Take photos of the damage and packaging, as this helps us process your claim quickly. We'll arrange for a replacement or full refund at no additional cost to you, including return shipping. For damaged items, we work directly with our shipping partners to resolve the issue and ensure you receive a perfect vacuum cleaner.

Do you offer exchanges?

Yes, we offer exchanges within 30 days of delivery for unopened items in original condition. Exchanges are available for different models or colors, subject to availability and price differences. To request an exchange, contact our customer support team with your order number and desired replacement item. Please note that you'll be responsible for return shipping costs, and the new item will ship once we receive your returned vacuum cleaner.

Why is my tracking not updating?

Tracking updates can sometimes experience delays, especially during transit between facilities or during weekends and holidays. It's normal for tracking to show no movement for 2-3 days during international shipping. If your tracking hasn't updated for more than 5 business days, or shows no initial movement after 3 days, please contact our support team. We'll investigate with our shipping partners and provide you with an updated status on your vacuum cleaner delivery.

Do you ship internationally?

Yes, Nexlya ships vacuum cleaners to most countries worldwide. International shipping typically takes 10-25 business days depending on your location and chosen shipping method. Please note that international orders may be subject to customs duties, taxes, or import fees determined by your country's regulations - these are not included in our shipping costs and are the customer's responsibility. Some remote locations may have limited shipping options or extended delivery times.

How do I contact customer support?

Our dedicated customer support team is here to help with any questions about your vacuum cleaner purchase. You can reach us via email at support@nexlya.com, and we typically respond within 24 hours during business days. For urgent inquiries, please include your order number and detailed description of your issue. You can also contact us through our website's live chat feature during business hours or submit a support ticket through your account dashboard for order-related questions.