FAQs about Orders and Deliveries during the COVID-19 pandemic situation

1. Is it possible to place orders during this pandemic situation? Is NEXA delivering orders?

Answer: We are operating our normal activities keeping safety issues and social distancing at top priority, receiving orders, and delivering shipments to the customers. Maybe in a few cases, the delivery time gets longer than usual. During checkout, you will find the updated delivery time on a specific order on the product detail page. We suggest not to use delivery addresses for buildings that may be closed due to the current provisions (e.g. schools).

2. What is the way to check the status of my order and delivery during this pandemic situation? It is possible to change the delivery address?

Answer: The orders and deliveries can be tracked from “Your Orders” on www.nexa.store or the Nexa Online Shopping mobile application found in both “Play Store” and “App Store”. The delivery address for a specific order can be changed until it is shipped. Once the order is shipped, the delivery address cannot be changed. You can track the information at your order details on the user dashboard. If an order includes multiple items, each may have a separate delivery date and tracking information. We request you to update/add your mobile phone number and/or email address to receive updated notifications about the order you have placed.

3. Is it possible to make a return?

Answer: Yes. We are processing returns during this Covid-19 situation. To start a return and learn more, please click here.

4. Is it safe to receive orders during the Covid-19 pandemic?

Answer: Our employees at the factory/office(s) and warehouse(s) maintain safety issues like they wash their hands before entering the workplace and wearing a mask during the time they are at work. Moreover, the security personnel measure temperature of all employees and visitors at the entrance. If any employee is found sick, he/she is immediately isolated from others and sent to the hospital or to see the doctor. All of our delivery personnel including those from partner service providers have been instructed to keep a social distance during handing over a product to a customer and wear a mask all the time they are outside. To be more cautious, we suggest you observe safety issues after you receive a product. For guidance and more information on the SARS Covid-2 virus and its variants, please refer to the World Health Organization’s website.

5. How to reduce contact with delivery personnel during delivering my orders?

Answer: NEXA's delivery personnel and partners have been advised to reduce contact with customers by placing packages at the customer's doorstep and stepping back. If an ID check is required, we advise you to perform keeping a safe and social distance. To be more serious about keeping distance during delivery, we strongly recommend avoiding cash on the delivery option by paying the product price and other charges (if any) digitally during placing the orders. You may also choose a safe location where the delivery personnel can leave your package if you are not able to answer the door or outside, in this case, please settle the payment digitally while you place the orders. You may provide delivery instructions during placing an order by selecting “Add delivery instructions”.

6. Are NEXA's Pickup locations available for delivery?

Answer: While our warehouse(s) and/or delivery partner's delivery offices (mostly courier service delivery points) are open, you can pick up your package. To know whether a specific warehouse(s) of us or a partner's delivery point is open, please click here . If your preferred location is temporarily unavailable, you can search for the nearest available locations here .