Help Center
Welcome to NUE support. Find quick answers about orders, shipping, returns, product care, and payments.
Frequently Asked Questions
Orders
Can I cancel or change my order?
If your order hasn’t been dispatched yet, we can help with changes. Email support@nuepk.com with your order number as soon as possible.
I entered the wrong address. What should I do?
Email support@nuepk.com immediately with your order number and correct address. If it hasn’t shipped, we’ll update it.
I didn’t receive the order confirmation email.
Please check spam or junk. If you still can’t find it, email support@nuepk.com and we will resend it.
How do I check my order status?
After dispatch, you’ll receive a tracking link by email or SMS. For any help, email support@nuepk.com with your order number.
My discount code didn’t apply.
Double check the code and any conditions. If it still doesn’t work, email support@nuepk.com and share the code you used.
Shipping
When will my order be dispatched?
Dispatch time depends on stock and order volume. Once shipped, we’ll send tracking to your email or phone number.
How long does delivery take?
Delivery time takes 2 to 5 working days. Tracking updates will guide you during transit.
My tracking is not updating.
Tracking can pause while the parcel is moving between facilities. If it doesn’t update for several days, email support@nuepk.com with your order number.
Tracking shows delivered but I didn’t receive it.
Please contact the delivery courier directly and confirm the delivery details with your tracking number. If you’re unable to reach them or the parcel is still missing after 24–48 hours, please email us at support@nuepk.com and we will assist you.
Can shipping be delayed?
Delays can happen due to weather, holidays, or courier backlogs. If your parcel is late, email support@nuepk.com and we’ll check for you.
Returns & Refunds
Important: You can request a return within 30 days of delivery for eligible items. Items must be unused and in original packaging unless there is a defect.
How do I request a return?
Email support@nuepk.com with your order number and the reason for return. Our team will guide you through the next steps.
What items are eligible for return?
Eligible items must be unused and in original packaging unless there is a verified defect. Please email support@nuepk.com for assistance.
What if my item is damaged or not working?
Please email support@nuepk.com with clear photos or a short video of the issue. We will review and offer a solution.
How long does a refund take?
You can apply for refund within 14 days. After approval and inspection, refunds are processed within a few business days. Bank posting time may vary by payment method.
Who pays for return shipping?
Return shipping depends on the return reason. If there is a defect or our mistake, we will assist. Otherwise, return shipping may be the customer’s responsibility.
Product Care
Is it safe to use at home?
Yes, it is safe to use at home. Start with low suction and short sessions, then adjust based on comfort.
Will it hurt my skin?
It should not hurt when used correctly. If you feel pain, reduce suction and stop using it on sensitive areas.
Will it leave marks?
Temporary redness or marks can happen depending on suction level and skin but it is safe.
How long should one session be?
It should be 10 to 15 mins. Start short and increase gradually based on comfort. Avoid overusing one spot in a single session.
How do I clean and store it?
Clean it with some dry cloth after use. Store in a clean, dry place.
Warranty
Do you offer warranty?
We provide 1 year warranty support for manufacturing defects. You can visit our warranty page and claim your warranty.
What does the warranty cover?
Warranty generally covers verified manufacturing defects. Damage from misuse, accidents, or improper care is not covered.
How do I claim warranty?
Email support@nuepk.com with your order number and photos or video showing the issue and check our warranty page. We’ll guide you next.
How long does replacement take?
Replacement timing takes upto 2 to 3 weeks. It depends on verification and stock. After approval, we will share the next steps by email.
My device won’t turn on. What should I try?
Charge fully and try a different power source. If it still doesn’t work, email support@nuepk.com us with a short video of the issue.
Privacy
Is my information kept private?
Yes. We protect customer data and keep your details confidential. We do not sell your personal information.
Will you contact me on phone?
Yes we may contact you on phone for order confirmation, delivery coordination, or support requests.
Do you share my details with anyone?
We only share information required to process payment and deliver your order. We do not share data for third party marketing.
Can I request deletion of my data?
Yes. Email support@nuepk.com with your request and we will assist according to our policy.
Payments
What payment methods do you accept?
We accept Cash on Delivery, Credit Card and Debit Card and Easypaisa and Jazzcash. If you have a payment question, email support@nuepk.com.
My payment was declined. What should I do?
Recheck your details and try again, or use another payment method. If it still fails, contact your bank or email us support@nuepk.com
Is checkout secure?
Yes, checkout is secure and encrypted. Payment processing is handled by trusted providers.
Do you offer Cash on Delivery?
Yes we offer Cash on Delivery.
Will I be charged any extra fees?
No we cannot charge any extra fees. For questions about charges, email support@nuepk.com with your order details.
Before You Contact Us
To help us solve your issue quickly, please have the following details ready:
- Your order number
- Email used at checkout
- Photos/video (for damage or defects)
- Product name/model
- Short description of the issue
Contact Us
If you still need help, contact our support team and we’ll respond as soon as possible.
Support email:
support@nuepk.com
Response time:
Within 24 hours (business days), 48 hours (weekends/holidays).
