FAQ

Customer Service

Welcome to the Nzenwa Customer Service Center. For your convenience, here is a list of Frequently Asked Questions (FAQs) that may have immediate answers to what you are looking for.

In the meantime, you may always contact us by e-mail: inquiry@nzenwa.com, Fax: +44 207 113 2229 or by Phone +44 207 979 0553 (8 am to 10 pm GMT, Monday thru Friday). Please do not send duplicated inquiries as it will only slow down your responses.

For support tickets, we will try to give you a reply within 24 to 72 hours during weekdays. Please allow some extra time for a reply if inquiry is sent via e-mail and during busy times. Please remember to check your SPAM/JUNK folders if a reply does not get to you after a long period of time. Alternatively, you may also post at our public forums and get answers from there.

Frequently Asked Questions Pre-Sale FAQ:

Pre-Sale FAQ:

1. Does Nzenwa.com match competitors pricing?
2. Is it safe to shop on-line at Nzenwa.com?
3. Can I choose shipping methods ?
4. Do you offer any shipping discount on multiple products purchased?
5. Is there any discount for bulk/volume purchases?
6. Does Nzenwa.com handle International orders?

Post-Sale FAQ:

1. What is my order status? And how long will it take to process my order?
2. How do I cancel my order?
3. How long does it take for back ordered items to get sent?
4. How is the replacement policy? How do I get an Return Merchandise Authorization (RMAs) from Nzenwa.com?
5. Can I use the Nzenwa receipt, obtained from online tracking, for product warranties?
6. When will a replacement be sent?
7. How are warranties handled?
8. Can I add an item to my order?
9. If I do not receive my order number, what should I do?
10. How to contact Nzenwa?

Pre-Sale FAQ:

1. Does Nzenwa.com match competitors pricing?

Although it is not always possible to match the prices offered by our competitors, we would like the opportunity to win your business. We constantly trying to explore and compare our competitors prices in order to provide our customers with affordable products at low rate.

Is it safe to shop on-line at Nzenwa.com?

At Nzenwa.com, we guarantee your privacy and on-line shopping safety.

We are secured by a COMODO POSITIVE SSL certificate (128-bit minimum to 256-bit encryption) to ensure that your personal information is encrypted and secure when you communicate with Nzenwa.com. We do not store any credit card information. All billing information is processed by PayPal.com an online bank owned by eBay considered trustworthy today, Authorize.net, and 2Checkout.com.

We occasionally send out email promotions and newsletters to our customers. And they come with links to opt-in and opt-out any time.

We will never share your personal and private information with anyone. Any personal information collected by us is only used to properly process and deliver your order.

3. Can I choose shipping methods?

To keep shipping simple and efficient, Nzenwa offers regular Air Mail post for economical delivery solution as well as fast delivery couriers such as DHL, FEDEX and UPS. For larger orders, customers are welcome to consult us for our Cargo option.

We automatically upgrade larger orders to EMS Express for faster delivery. You may check the shipping option in your shopping cart for the word "EMS: free upgrade".

How fast are DHL, FEDEX and UPS delivery service? While it generally takes 10 to 17 days for Air Mail delivery, Shipping direct to major destinations (Europe, US, Australia, etc.) typically takes only 4-to-6 days with DHL, FEDEX and UPS. Please note that processing and packaging time still.

Some of the Countries we currently ship to:

All the European Union Member and Schengen Countries such as: (Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Finland, France, Denmark, Greece Germany, Ireland, Italy, Luxembourg, Malta, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, etc); North America ( United States, Canada); South and Central America Continent (Brazil, Honduras, Mexico, Peru, Panama, etc); Asian Continent (Hong Kong, Indonesia, Japan, North Korea, Macau, Malaysia, Mongolia, Philippines, Singapore, South Korea, Thailand, Vietnam, etc); Australia, New Zealand, Papua New Guinea, etc; African Continent ( Angola, Benin Republic, Gabon, Ghana, Gambia, Cameroun, Congo, Cote d'Ivoire, Liberia, Mali, Mauritania, Nigeria, Senegal, Sierra Leone, South Africa, Zambia, Zimbabwe, etc...)

If your country is not listed above, that does not mean we do not ship to your country. You may wish to contact us to request for a custom courier quotation.

4. Do you offer any shipping discount on multiple products purchased?

Yes, but our discounted shipping charge is already incorporated into our shipping quotation. We endeavour to provide lowest shipping rate.

5. Is there any discount for bulk/volume purchases?

1) Nzenwa offers volume purchase discount for customers who buy in bulk (25+ pieces for a single product). Please note the following discount rates are based on the original prices of each item. That means, during promotions, discounts are applied against original prices, not against sale prices.

6. Does Nzenwa.com handle International orders?

Yes, we ship worldwide.

Please note that our Air Mail shipping estimates are all based on the USPS for customers in the United States. So please allow a few extra days for delivery if you're ordering from outside the United States.

Post-Sale FAQ:

1: What is my order status? And how long will it take to process my order?

Once an order request has been received by us, you will receive periodic e-mails from us regarding the processing of your order. Within 24 hours of your order being shipped, you will receive an e-mail that contains the carrier tracking number (when available) for your order.

You can obtain your order status directly at http://www.nzenwa.com with your order number (or transaction ID) and e-mail address.

Your order goes through several steps before reaching your door. Here are those steps:

2. How do I cancel my order?

You may request a cancellation of your order using our order tracking service, and selecting the "Cancel Order" option, provided your order has not already been shipped.

Once an order has been shipped, you cannot cancel your order, but you may return unused and unopened items to us postmarked within 30 days of ordering. In that case we will refund you the product price excluding all shipping fees.

You may also request cancellation of an order by e-mail but we do not guarantee sighting the request in time to stop the order. Refunds are sent to your payment account through which you paid us.

3. How long does it take for back ordered items to get sent?

Items that are unavailable will be placed on back order, and the remainder of your order may be shipped. Please check our web site for the back ordered item's estimated time of arrival. Please note that these dates are estimates and not guaranteed to arrive on that date.

For items that are backordered, you will receive periodic reminders of back ordered items and you may cancel any outstanding back orders with us.

Where possible, we will make every effort to alert customers of potential delays, or possible substitutions to the originally ordered item (such as batteries or memory cards with similar specifications). These notes are posted on the product pages.

4. How do I get an Return Merchandise Authorization (RMA) from Nzenwa.com?

While we strive to provide you with quality goods (we do a quality check on most items), due to the sheer volume of products, we might miss something out at times, and you might get a defective product. In such a case, you are requested to ask for a replacement, and on return of the product, you will be shipped a replacement (please refer to Question #6 When will a replacement be sent).

Defective products are exchanged within 30 days of delivery. All you have to do is to visit our online tracking site at http://www.nzenwa.com and select the order replacement option or contact us by e-mail for reimbursement details.

After 30 days from delivery the return shipping costs (both ways) will be the sole responsibility of the customer. We will still try to exchange your defective products for a brand new one where possible.

5. Can I use the Nzenwa receipt, obtained from online tracking, for product warranties?

Nzenwa receipts are good for all manufacturers’ warranties as long as a warranty is given.

6. When will a replacement be sent?

Replacements are treated the same way as that of new orders -- they typically arrive in 10 to 17 days. If a product needs to be returned for replacement, the replacement is sent after receiving the returned item.

7. How are warranties handled?

Repairs on defective merchandise are handled by the manufacturers and not by Nzenwa Limited, unless otherwise indicated.

If any item arrives damaged due to shipping, immediately contact the carrier. Keep all shipping materials and contact us immediately.

8. Can I add an item to my order?

Yes, but you need to add it before your order is being packaged for shipment, and the order may be delayed by 1 or 2 days for adding the new items.

9. If I do not receive my order number, what should I do?

Please contact us by the e-mail addresses shown immediately below this question.

As soon as your payment is cleared, you should receive an email automatically from our server confirming the order with an order tracking number. If you're not receiving order confirmation or status emails from Nzenwa, your ISP or email software might be blocking Nzenwa's emails, thinking (mistakenly!) that our email is spam. In this case please check your SPAM/JUNK e-mail folders.

10. How to contact Nzenwa?

We are always ready to assist you to the best of our abilities, and we understand the importance of addressing your questions and concerns in the most efficient manner.

We will try to give you a reply within 72 hours. Please allow a day or two for a reply during busy times. Please remember to check your SPAM/JUNK folders if a reply does not get to you after a long period of time. Alternatively, you may also post at our public forums and get answers from there.

Click here to contact us via online support (it’s faster and it’s more secure than e-mail). Or go to our contact page and choose one of the provided means of contacting us.