FREQUENTLY ASKED QUESTIONS

What is your return/refund policy?

RETURNS & REFUNDS

We strive to deliver you the best in quality and value, if for any reason you are not satisfied with your order we are happy to take back the product and issue you a full refund of your purchase.

  1. Products can only be returned if they are still in their original condition and packaging. Used products, or products damaged by the customer will not be eligible for refund.
  2. Request your Return Authorization Number and by emailing [email protected] with detailed reason for return and pictures or a video of the product that supports your reason. Upon approval you will receive the RA# and the address of the closest warehouse where you can mail the product you would like to return.
  3. To assure your refund please use a trackable mail service, we will not be responsible for lost or missing packages.
  4. Upon the receipt of your package, your products will be examined and a full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.

LATE OR MISSING REFUNDS

Please understand that we issue refunds as soon as your refund request is approved - that means that the money leaves our account immediately. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. We have seen some credit card companies take up to 30 days to show that the refund has been put back on the card. If you’ve done all of this and you still have not received your refund yet, please contact us

How long does delivery take?

US orders are ship within 3-5 business days & International orders are ship within 10-15 business days. If your order hasn’t arrived in the estimated delivery times, please contact our support team at [email protected]

(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).

Can you provide me with a tracking number?

All tracking number will be emailed to the customer as soon as the tracking information becomes available.

I've entered the wrong shipping address, can I change it?

If this happens to you, email us as soon as possible, we MIGHT be able to take care of it. However, we can't promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, we won't be able to stop it.

We should not be responsible if you entered an incomplete and/or incorrect shipping address. Our system automatically process orders and just follows what you supplied.

Can I cancel my order after it has been placed?

Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. If you cancel your order BEFORE it has been processed and/or shipped, you will be assessed a 15% cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies.

Invalid Reasons:

  1. Buyer no longer wants the items - this is the most common example which we cannot honor if we want to continue offering great value at NinoGear. The buyer should make sure he or she wants to buy the items before submitting an order, not after. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
  2. Buyer found items cheaper somewhere else - Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
What is your shipping policy?

Shipment processing time

All orders made before 2:00PM are processed within 2-4 business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipping rates & delivery estimates

DestinationShipment methodEstimated delivery timeShipment cost
USUPS3-5 business daysFree Ship
InternationalUPS10-15 business daysFree Ship

Delivery delays can occasionally occur.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Customs, Duties and Taxes

NinoGear is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages

NinoGear is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.

Where are my items coming from?

All items are printed in the U.S. We have a network of production partners located throughout the US. By maintaining a network of partners we are able quickly scale and adapt to market needs.

Which size should I order?

We attached the size chart on every product page, please read it carefully before you order.

Will you have more designs, styles, and products often?

Yes, our philosophy is Nothing Impossible Nothing Old (NINO), so we will update new designs & products daily, up to hundred products per day! Be sure to subscribe our website to enable notifications for sales and new arrivals!

Do you ship worldwide?

Yes! Shipping is available worldwide through a variety of different carriers.

What carriers my order will be shipped with?

We ship our orders with UPS.

How long will it take to receive my order?

All our products are made as ordered and printed on demand just for you, so they will be put through a production process, therefore there will be a Processing Time on them.

So, please give us several days to print your order, it can take 2-4 business days to process, depends on the product type you ordered. Average, most of our orders are fulfilled within 3 business days for all products.

Then, the Shipping Time for US orders is between 3-5 business days, for international orders shipping can take 10-15 business days. Once the package was shipped, you will receive an email contain tracking link to the email address you provided us at checkout.

Why can’t I choose faster shipping options for my order?

Providing more faster shipping options to customers will increase your shipping cost too much. We cannot guarantee 100% shipping time with these shipping options for you guys because of some unexpected reasons. We want to save more for our customers, so hope you guys can understanding for us about this problem.

If you really need faster shipping options (Ground, 2 Days…) & accept the delay of these options, you can contact us for more details.

Do you ship to APO/FPO/DPO address?

Yes, we can send shipments to PO Boxes and Military APO/FPO addresses. Please allow additional time for orders shipped to these addresses. Once the package enters the military mail system, tracking ceases to update for military security reasons.

How can I pay?

We currently accept PayPal and credit card payments!

Where is my order? Can I track my order?

Yes, once your package was shipped out, we will send an email contain tracking number to the email you provided us at checkout page. Or you can later track your order by clicking on “Track Order” in the Menu.

If you have ordered several items, they may be shipped out in separate packages so you may receive them on different days. You will receive an email with a tracking number for each package sent.

If you need more assistance tracking your order, contact us at [email protected] with your order number.

I ordered 2+ items, but only receive one. Why?

We have a large assortment of products not stocked in the house when you order multiple items at a time, they may be shipped separately so they can get to you faster. You may receive one item before the next. So please do not panic if you do not receive all your items at once…they are on the way. If you believe error, please contact us at [email protected]

I have not received a shipment notification.

If you did not receive a shipping confirmation email, the email may have been directed to your spam folder. If it still not there, please reached out at [email protected] as we may have the incorrect email on file. Please make sure to include the correct email at checkout page when placing your order!

Why is my order slow to ship?

First, we so apologize for any inconvenience on our website. This delay may occur due to Covid-19 or holidays or any unforeseen events such as flood or typhoon.

In some cases, it is because of our store has too many orders. Our system has limit, so when the order is overloaded, please give us 1-3 days more to process your order. We will try our best to print your order as soon as possible.

My package is marked delivered, but I never received it.

If your package is marked delivered, but you never received it, follow these steps:

  1. Check around your home/apartment in case the postal carrier placed the package in an odd spot.
  2. Ask your neighbors as they may have received your package instead.
  3. Reach out to your local post office for information regarding the package.
  4. If you still cannot locate your package, please contact us at [email protected]
How do I contact you?

If you have any questions that are not on this FAQs page, please email us at [email protected]