Nebulai Marketplace Fulfillment Policy
Virtual Order Fulfillment
For all virtual orders, including digital products and memberships, Nebulai ensures the processing and fulfillment of orders within 2-5 business days from the receipt of payment. In the event of any delays attributable to the solution provider, Nebulai commits to promptly notifying the customer via email to provide updates and estimated timelines for resolution.
Physical Order Shipments
Dispatch and Shipping
Physical products are typically dispatched within 2-5 business days following the receipt of payment and are shipped via UPS, offering tracking and drop-off without the need for a signature. Customers desiring enhanced security, including delivery with a required signature, may opt for this service at an additional cost. Please contact us before finalizing your order to arrange for this upgraded delivery method. Upon shipment, customers will be provided with a link to track their package online, ensuring transparency and peace of mind throughout the delivery process.
Shipping Fees
Shipping fees are comprehensive, covering handling, packing, and postage costs. Handling fees are standardized, while transportation fees are calibrated based on the total weight of the shipment. We encourage customers to consolidate their purchases into a single order to optimize shipping costs. Please note that separate orders will incur individual shipping fees. Despite the inherent risks of shipment, we take extensive precautions to safeguard fragile items, employing adequately sized boxes and protective materials to secure your items.
Vendor Responsibilities
Our Solution Providers (Vendors), responsible for the direct shipment of physical devices, adhere to Nebulai’s standards for fulfillment and customer service. Vendors are required to:
- Ensure accurate and timely dispatch of orders.
- Provide tracking information to customers through Nebulai’s platform.
- Uphold quality packaging standards to minimize damage during transit.
Returns and Exchanges
Return Policy
Customers dissatisfied with their purchase due to defects, damage, or discrepancies from the listed description may initiate a return within a specified period, typically 30 days from the date of delivery. To begin the return process, please contact Nebulai’s customer service for guidance and to facilitate communication with the relevant vendor.
Return Process
- Contact Nebulai: Reach out to our customer service team with your order details and the reason for the return.
- Vendor Authorization: Nebulai will coordinate with the vendor to authorize the return, providing you with specific instructions and a return shipping label, as applicable.
- Shipping: Return the product using the provided instructions. Items should be returned in their original packaging, when possible, to ensure their protection during transit.
- Refund or Exchange: Upon receipt and inspection of the returned item, the vendor will issue a refund or exchange. Nebulai will oversee this process to ensure customer satisfaction.
Exchanges
For products received damaged or defective, customers may request an exchange rather than a refund. The exchange process follows the same steps as the return process, aiming to provide customers with a satisfactory replacement in a timely manner.
Customer Service and Support
Nebulai is committed to excellence in customer service. For any inquiries or assistance with order fulfillment, shipping, returns, or exchanges, please contact our dedicated customer support team. We are here to ensure a seamless and positive shopping experience on the Nebulai Marketplace.