FAQ
FAQ
1. How do I use a discount code during checkout?
To apply a discount code:
Choose the product you want and click “Add to Cart.”
Open your cart and continue to checkout.
If you are using a mobile device, tap “Show order summary” to enter your discount code.
If you are using a desktop computer, enter the discount code in the discount field shown on the right side of the checkout page.
Once the discount has been successfully applied, continue with your preferred payment method.
Please enter your discount code before completing payment, as discounts generally cannot be added after an order has already been paid for.
2. What payment methods are available?
Norquemarix accepts a range of secure payment options, including:
PayPal
Visa
MasterCard
American Express
Diners Club
Most major credit and debit cards
Apple Pay / Google Pay, where available during checkout
Simply select your preferred payment method when completing your purchase.
3. Do you ship internationally?
Yes, we provide international shipping to many countries and regions.
Depending on your location and product availability, your order may be fulfilled from the nearest available warehouse or fulfillment partner to help make delivery as efficient as possible.
4. How long will delivery take?
Estimated delivery usually takes around 10–15 business days after your order has been processed.
Delivery times may vary depending on your location, customs processing, public holidays, weather conditions, and delays with the shipping carrier.
Once your order has been shipped, tracking information will be sent to your email address.
5. How do I track my order?
After your order has been shipped, you will receive a shipping confirmation email containing your tracking number.
You can track your package here:
https://www.17track.net/en
Please allow up to 24 hours after the tracking number is issued for tracking information to begin updating.
6. Can I update my shipping address after placing an order?
If your order has not yet been shipped, please contact us as soon as possible at:
Please provide your order number together with the correct shipping address.
If your order has already been shipped, we may no longer be able to change the delivery address. In this situation, we recommend contacting the local shipping carrier directly using your tracking number.
7. I received the wrong product or part of my order is missing. What should I do?
We apologize for the inconvenience. Please contact us at:
Please provide:
Your order number
A photo or video of the item you received
A photo of the package label
A brief explanation of the issue
Our customer support team will review the information and assist you with resolving the issue as quickly as possible.
8. I did not receive my order confirmation email. What should I do?
Please check your spam, junk, and promotions folders first.
If you are still unable to locate the confirmation email, contact us at:
Please include:
The email address used when placing the order
Your full name
A screenshot of your payment confirmation, if available
We will help verify your order details and resend the confirmation email if needed.
9. Can I cancel an order after placing it?
If your order has not yet been processed or shipped, we may still be able to cancel it.
Please contact us as soon as possible at:
Once an order has already been shipped, it can no longer be cancelled. After receiving the package, you may refer to our return policy for additional assistance.
10. I have not received my tracking number. What should I do?
Tracking numbers are normally sent by email after your order has been processed and dispatched.
If you have not received a tracking number within a few business days, please check your spam or junk folder first.
If you still cannot find it, contact us at:
Please include your order number so our support team can assist you more efficiently.
11. Why has my tracking information stopped updating?
Tracking information may require up to 24–48 hours to update after your package has been shipped.
In some situations, tracking activity may temporarily stop while the shipment is moving between distribution facilities or passing through customs.
You can continue checking your shipment here:
https://www.17track.net/en
12. My item arrived damaged. What should I do?
We sincerely apologize if your order arrived damaged.
Please contact us by email at:
Please include:
Your order number
Clear photos or videos showing the damaged item
A photo of the shipping label
A photo of the outer packaging
Our team will review the information provided and assist you with the appropriate next steps.
13. Why did only part of my order arrive?
If your order includes several products, the items may be shipped separately from different warehouses or fulfillment centers.
As a result, different items may arrive in separate packages and on different dates. Each shipment may also have its own tracking number, which will be emailed to you once it becomes available.
14. Where does Norquemarix ship orders from?
Norquemarix works with trusted logistics and fulfillment partners to process and deliver orders efficiently.
Depending on your location, product availability, and available warehouse inventory, your order may be shipped from the nearest available fulfillment center.
Our goal is to deliver your order as safely and efficiently as possible.
15. How much does shipping cost?
Our standard shipping fee is generally USD $5.99 for international delivery.
The final shipping charge may vary depending on your location, order details, carrier pricing, or seasonal conditions. The exact shipping cost will be clearly displayed at checkout before you complete your payment.
We may also offer free shipping promotions for qualifying orders. Please check our website for the latest available offers.
16. How can I contact Norquemarix?
You can reach our customer support team by email at:
Our team aims to respond to customer enquiries as quickly as possible during business hours.
17. What details should I provide when contacting customer support?
To help our team assist you more efficiently, please include:
Your order number
The email address used during checkout
A clear explanation of your question or issue
Photos or videos, if the issue involves a product, package, or delivery
Providing this information helps our customer support team review your request and respond more efficiently.