FAQ
Frequently Asked Questions (FAQ)
Welcome to Elnuvo’s FAQ page! Here you’ll find answers to the questions we receive most often. If you don’t see the information you need, please contact our support team at support@elnuvo.com with your Order Number and Order Email — we’ll be happy to assist you.
Ordering & Payments
Q: How can I use a discount code?
To redeem a discount during checkout:
- Add the products you wish to purchase to your cart.
- Click PAY WITH DEBIT/CREDIT CARD to proceed. (Applies for both PayPal and credit/debit card payments.)
- On mobile, tap Show order summary, then enter your discount code. On desktop, type it into the field on the right-hand side of the checkout page.
- Complete your payment using your chosen method.
Q: Which payment methods are accepted?
We support a variety of secure payment options:
- PayPal (including guest checkout)
- Major credit/debit cards: Visa, MasterCard, American Express, Diners Club
- Apple Pay & Google Pay
Q: What are the shipping costs?
Our standard shipping fee is generally USD $5.99 for worldwide delivery. Final costs may vary depending on your location and ongoing promotions. The exact shipping amount is clearly displayed at checkout before you confirm your order.
Shipping & Delivery
Q: Do you ship internationally?
Yes! We ship to most countries worldwide. Your order will be dispatched from the nearest fulfillment center to ensure the fastest delivery possible.
Q: How long does shipping take?
Estimated delivery is typically 10–20 business days after your order has been processed and shipped.
Q: How can I track my order?
Once shipped, you’ll receive a confirmation email with a tracking number. You can track your shipment via a global tracking site such as 17track.net.
Q: Why isn’t my tracking number updating?
It may take 24–48 hours after your shipping confirmation for tracking information to appear or update. A few days of inactivity is normal as packages move between carrier hubs.
Q: I only received part of my order. Why?
Orders with multiple items may ship from separate warehouses to reach you faster. Each package will have its own tracking number sent to your email.
Order Modifications & Cancellations
Q: Can I update my shipping address, name, or phone number?
This is very time-sensitive. Contact us immediately at support@elnuvo.com with the subject line “Urgent: Address Change”. Include:
- Your Order Number
- Order Email
- Correct shipping information
We will update your order if it has not yet been processed. Orders already shipped cannot be changed; please contact the courier directly if necessary.
Q: Can I modify the items in my order?
To change size, color, or quantity, email us immediately with the subject “Urgent: Order Change”, including:
- Your Order Number
- Order Email
- Details of the changes
We can only accommodate requests for orders that haven’t entered fulfillment.
Q: Can I cancel my order?
Orders that haven’t shipped may be canceled. A small handling fee may apply. Orders that are already in transit cannot be canceled.
Post-Delivery Issues
Q: My order arrived damaged. What should I do?
We apologize for the inconvenience. Please email support@elnuvo.com with:
- Order Number and Order Email
- Photos or video of the damaged items
- Photo of the shipping label
Q: My item has a quality issue or defect.
We take product quality seriously. Email us with your Order Number, Order Email, and clear photos or video of the defect so we can resolve the issue promptly.
Q: I received the wrong item or am missing items.
We’re very sorry. Please contact us with your Order Number, Order Email, and a photo or video of the incorrect/missing items. We’ll work to correct the issue quickly.
Account & Communication
Q: I didn’t receive an order confirmation email.
Check your spam/junk folder first. If not found, contact support@elnuvo.com with the email you used at checkout. We will locate your order and resend the confirmation.
Q: I haven’t received my tracking number yet.
Tracking numbers are usually sent 1–2 business days after processing. If it hasn’t arrived, check your spam folder, then contact us for assistance.
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