FAQ

Welcome to the NordanRow FAQ Center.

Below you can find helpful information about placing an order, payments, delivery, order adjustments, cancellations, and after-sales assistance.

If your question is not covered here, please reach out to our customer care team at support@nordanrow.com. For order-related inquiries, please include both your order number and the email address used at checkout so we can assist you more efficiently.

Orders & Payment

How can I use a promotional or discount code?

Discount codes can be entered during the checkout process, whether you intend to pay through PayPal or with an eligible debit or credit card.

To redeem your code:

  1. Choose the item you would like to purchase and select “Add to Cart.”

  2. From the cart page, proceed to checkout by selecting “PAY WITH DEBIT/CREDIT CARD.” This checkout process can also be used when completing payment through PayPal.

  3. If you are shopping on a mobile device, open “Show order summary” to locate the discount-code field.

  4. On a desktop computer, the promotional-code box will normally appear on the right-hand side of the checkout screen.

  5. Enter your code, apply it, confirm that the discount has been reflected in the order total, and then continue with your selected payment method.

Which forms of payment are available?

NordanRow supports a range of commonly used and secure payment options, including:

  • PayPal

  • Visa

  • MasterCard

  • American Express

  • Diner’s Club

  • Most widely accepted debit and credit cards

  • Apple Pay

  • Google Pay

The payment methods available to you may depend on your location and device.

What does shipping cost?

Standard international delivery is generally charged at USD $5.99.

The exact shipping amount may differ depending on the delivery destination or any promotion available at the time of purchase. Before you submit payment, the applicable shipping charge will be displayed clearly during checkout.

Shipping & Delivery

Does NordanRow deliver outside the United States?

Yes. We provide worldwide shipping to supported destinations.

We work with fulfillment facilities in multiple regions. Where possible, your order may be dispatched from the available fulfillment location best suited to complete your delivery efficiently.

When should I expect my package?

After your order has been processed and dispatched, delivery generally takes approximately 10–20 business days.

Actual arrival times may vary depending on the destination, local delivery conditions, carrier operations, customs procedures, or other circumstances affecting transportation.

Where can I find tracking information?

Once your parcel has been shipped, we will send a shipping notification to the email address associated with your purchase.

That email will contain your tracking number. You may use the tracking number through an applicable carrier tracking service or a third-party tracking platform such as 17TRACK to follow the shipment’s progress.

My tracking status has not changed. Is this normal?

Yes. Newly issued tracking information does not always become active immediately.

Please allow approximately 24–48 hours after receiving the shipment confirmation for the carrier system to display new tracking events.

During transportation, there may also be periods when no new scan appears while the parcel is moving between sorting facilities or logistics partners. This does not necessarily mean that the shipment has stopped moving.

Why were some of my products delivered separately?

When an order includes several products, the items may be fulfilled from different warehouse locations.

To help products reach you as efficiently as possible, we may divide an order into multiple shipments. If this happens, each parcel may have a separate tracking number and may arrive on a different date.

Order Updates & Cancellation Requests

Can I correct my delivery address, recipient name, or phone number?

If you notice an error in your shipping details, contact us as soon as possible at support@nordanrow.com.

Please use the email subject:

Urgent: Address Change

Your message should contain:

  • Your order number

  • The email address associated with your order

  • The complete corrected shipping information

We will make reasonable efforts to update the information before fulfillment begins.

Please note that once an order has already been shipped, we cannot guarantee that the address or recipient information can still be changed.

Can I change a product option or quantity after placing my order?

If you need to request a change involving an item, size, color, quantity, or another order detail, please contact us promptly.

Email support@nordanrow.com and use:

Urgent: Order Change

Please provide:

  • Your order number

  • Your order email

  • A clear explanation of the exact change you are requesting

Order modifications are only possible when the request is received before the order has entered the fulfillment process.

Is it possible to cancel an order?

If your order has not yet been shipped, you may contact us to request cancellation.

A small processing charge may apply to an eligible cancellation.

Once a parcel has already been dispatched, the order can no longer be canceled.

Support After Delivery

My product arrived damaged. How should I report it?

We are sorry if your order reaches you in damaged condition.

Please email support@nordanrow.com and provide sufficient information for our team to review the issue.

Include:

  • Your order number

  • Your order email

  • Clear photographs or video showing the damaged product

  • A readable photograph of the package shipping label

Once we receive the necessary details, our customer support team will review the situation and assist you with the next steps.

What should I do if the product appears defective?

If you believe an item has a manufacturing defect or another product-quality issue, please contact our support team.

Send your request to support@nordanrow.com together with:

  • Your order number

  • The email used to place your order

  • A clear explanation of the problem

  • Photographs or video that clearly demonstrate the issue

The information you provide will help our team assess the concern and determine the appropriate resolution.

I received the incorrect product or part of my order is missing. What should I do?

If an item is missing from your shipment or you receive a product different from the one ordered, contact us at support@nordanrow.com.

Please provide:

  • Your order number and order email

  • Photos or video showing the item you received, where applicable

  • Details identifying the product that is incorrect or missing

We will review the information and work to address the issue as quickly as reasonably possible.

Emails, Tracking & Order Communication

I never received my order confirmation. What should I check?

Start by reviewing your spam, junk, or promotions folder, as automated order emails may occasionally be filtered there.

If you are still unable to locate your confirmation, email support@nordanrow.com and tell us which email address you entered during checkout.

Our team can then assist in locating your order and, where appropriate, resend the confirmation information.

When will my tracking number be sent?

Tracking details are generally issued within 1–2 business days after your order has been processed.

If this period has passed and you have not received your tracking email, first check your spam or junk folder.

If you still cannot find it, please contact support@nordanrow.com for assistance.

Contact NordanRow

If you have a question concerning an order, shipment, product, payment, or after-sales matter, our customer service team is available to assist you.

Email:
support@nordanrow.com

Phone:
+1 (570) 633-6285

When contacting us about an existing purchase, including your order number and order email will help us locate the transaction more quickly.

Business Information

Obeny HONGKONG Limited

ROOM 701, UNIT 108, 7/F, TOWER B,
NEW MANDARIN PLAZA,
14 SCIENCE MUSEUM ROAD,
TSIM SHA TSUI, KOWLOON,
HONG KONG