FAQs
Popular questions
Do you ship Worldwide?
Sorry, currently we only ship within the US. We are launching shipping service in areas outside the US. Please follow us to get the latest updates on this information.
How do I track my order?
When your order ships you will receive a separate email providing you with a tracking number to track your order. Sometimes this email gets sorted into spam or promotions folders so be sure to take a look in there if it feels like you have been waiting a little too long.
You can also visit the Track Order page in the header of our website to see the status.
If you're still having difficulty, please feel free to contact our team, we will have it checked for you.
How can I cancel my order?
We can give you a refund unconditionally if you cancel your purchase within 6 hours.
Every cancellation request which is raised later than 6 hours from the purchasing time will not be accepted.
An order cannot be canceled if it's already in processing status or shipped.
To cancel, please chat with us or send an email to ninonine.com@gmail.com along with your request.
However, please be well-informed that if you cancel order, 20% of your total order value should be charged for the cancellation because we need to pay for management, processing, and transaction fee on Paypal.
How long I have to wait for my order?
The processing time in the factory will be 2 - 4 business days. After being shipped out, the order will need 3-7 business days more to arrive at your location in the US. You will also be informed of the tracking link in an email once the order left the factory.
Kindly check the Shipping policy in our footer for details.
How to pay without a Paypal account?
We've detailed this on our payment methods page, please read more here: Payment Methods
My Order
Why have I not received an order confirmation?
Order Confirmation should have been sent to your email right after the order was made. If you have not received it yet, there might be one of those cases:
- You entered an incorrect email address while checking.
- Your confirmation email arrived on Spam box or Promotion.
- A technical error on our end.
Kindly start a chat or send us an email in this case, and we’ll investigate further.
How can I cancel my order?
We can give you a refund unconditionally if you cancel your purchase within 6 hours.
Every cancellation request which is raised later than 6 hours from the purchasing time will not be accepted.
An order cannot be canceled if it's already in processing status or shipped.
To cancel, please chat with us or send an email to ninonine.com@gmail.com along with your request.
However, please be well-informed that if you cancel order, 20% of your total order value should be charged for the cancellation because we need to pay for management, processing, and transaction fee on Paypal.
How can I edit my order?
Please note the warehouse works as quickly as possible to get you your items, so the grace period is brief.
Same as the cancellation policy, we can edit your order within 6 hours.
After that, your order will be on the line to process and we can not be sure if it can still be modified. In that case, please contact us and tell us how you want to edit and we will check it for you. If it can still be edited, we’re willing to do it right away.
If you realize you have made an error in shipping address or purchasing, simply e-mail us as soon as possible. We will support you to correct the information.
Shipping
Do you ship Worldwide?
Sorry, currently we only ship within the US. We are launching shipping service in areas outside the US. Please follow us to get the latest updates on this information.
How do I track my order?
When your order ships you will receive a separate email providing you with a tracking number to track your order. Sometimes this email gets sorted into spam or promotions folders so be sure to take a look in there if it feels like you have been waiting a little too long.
You can also visit the Track Order page in the header of our website to see the status.
If you're still having difficulty, please feel free to contact our team, we will have it checked for you.
I do not know my order number?
Follow this instruction below to find shipping confirmation email and go to order status page:
- You will receive a shipping confirmation email from our portal: ninonine.com@gmail.com with subject "Order #NINO000000 confirmed" or "A shipment from order #NINO000000 is on the way" and a tracking link so that you can follow your order all the way home!
- In case you haven't received it, please check carefully on your mailbox (spam/promotion box) and try searching for our email address: ninonine.com@gmail.com
We may split your order into multiple shipments. If this occurs, you’ll be notified and receive a tracking number for each shipment.
Shipping carrier: UPS, USPS, DHL, FedEx, Local Post...
Don't get the email with tracking no.? Please contact us.
How long I have to wait for my order?
The processing time in the factory will be 2-4 business days. After being shipped out, the order will need 3-7 business days more to arrive at your location in the US. You will also be informed of the tracking link in an email once the order left the factory.
Kindly check the Shipping policy in our footer for details.
Return & Exchanges
I received a defective/wrong/doesn't fit item. What can I do?
Our sincere apology for the inconvenience. Please chat with us or send your request to our Return Page with some photos that show your problem clearly. Our team will make sure you receive our support on time.
You can also refer to our Return Policy at the footer of this page.
What is your return policy?
Please read our return policy full here: Return Policy
I am missing items from my order
There can be two cases: we ship it separately so your other package is on the way, or there was a processing mistake. To investigate further, please take a picture of the shipping label and the products, then send it to our support team via email at ninonine.com@gmail.com. Our agent will check it for you.
Services
Is it safe to pay at Ninonine?
All payment is safe with Ninonine. If you use your card, your data (credit card company, card number, validity, check digit) will be transmitted in encrypted form. If you use PayPal, you will be redirected to a PayPal window to finish the payment, and of course, you will be protected with PayPal.
How to pay without a Paypal account?
We've detailed this on our payment methods page, please read more here: Payment Methods