FAQ
Welcome to our Frequently Asked Questions page. Here you can find helpful information about placing orders, payments, shipping, order changes, and post-delivery concerns.
If your question is not answered below, our support team is always happy to assist. Please contact us at support@aquanexisstore.com and include your Order Number and Order Email whenever possible so we can locate your order quickly.
24/7 Email Support: support@aquanexisshop.com
Phone & Text Support: +1(775)369-9967
Ordering & Payments
Q: How can I use a discount code when placing my order?
You can enter an eligible promotional code during checkout. The process is as follows:
- Choose the item you would like to purchase and select "Add to Cart."
- Open your cart and click "PAY WITH DEBIT/CREDIT CARD" to continue to the checkout page. This checkout option can be used whether you intend to pay by PayPal or credit/debit card.
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Locate the discount code section:
- On mobile devices: Select "Show order summary" and enter your promotional code in the designated field.
- On desktop computers: Enter the code in the discount field displayed on the right-hand side of the checkout page.
- Once the discount has been successfully applied, complete your purchase by choosing PayPal or entering your credit/debit card information.
Q: Which payment options are available?
For your convenience, we support several commonly used and secure payment methods, including:
- PayPal
- Visa
- MasterCard
- American Express (AE)
- Diner’s Club
- Most major credit and debit cards
- Apple Pay
- Google Pay
Q: What is the standard shipping charge?
Our standard worldwide shipping rate is generally USD $5.99.
Depending on your destination and any promotions that may be running at the time of purchase, the applicable shipping charge can vary. The final shipping amount will always be shown clearly during checkout before you submit your order.
Shipping & Delivery
Q: Do you ship orders internationally?
Yes. We provide worldwide shipping.
As an international business, we work with fulfillment facilities in different regions. Depending on your delivery address and warehouse availability, your order may be dispatched from the facility that can provide the most efficient shipping route.
Q: What is the estimated delivery timeframe?
After your order has been processed and handed over for shipment, delivery generally takes approximately 10–20 business days.
Actual transit times may vary depending on the destination, carrier operations, customs procedures, and other circumstances outside our direct control.
Q: Where can I find my tracking information?
After your package has been dispatched, we will send a shipping confirmation email containing your tracking number.
You can enter the tracking number on a universal shipment tracking service such as 17TRACK to view the latest available shipping information.
Q: Why hasn't my tracking status changed?
Tracking information may not appear immediately after your shipping notification is issued.
Please allow approximately 24–48 hours for the carrier's system to register and display new tracking activity. During transportation, it is also possible for a parcel to remain without a new scan for several days while moving between carrier facilities or distribution centers.
Q: Why did I receive only some of the items in my order?
Orders containing several products may be fulfilled through different warehouses or shipped in multiple packages.
This arrangement may be used to help reduce delivery time. If your order is divided into multiple shipments, each parcel will have its own tracking number, and the relevant tracking details will be provided to you by email.
Order Changes & Cancellations
Q: Can I update my shipping address, recipient name, or phone number?
Requests to modify shipping information are time-sensitive. Please contact us as soon as possible at support@aquanexisstore.com.
For address-related requests, use the subject line:
"Urgent: Address Change"
Please provide the following information in your message:
- Your Order Number (for example:
071SHOP-112938) - The email address used for the order
- The complete and correct shipping information
We will make every reasonable effort to update your order provided it has not yet entered processing or shipment.
Once an order has already been dispatched, we are unable to modify the shipping details. In such circumstances, you may need to contact the shipping carrier directly to determine whether any delivery adjustment is possible.
Q: Can I modify the products in my order?
If you need to change the size, color, quantity, or other product details, please contact us immediately at support@aquanexisstore.com.
Please use the following subject line:
"Urgent: Order Change"
Include:
- Your Order Number (for example:
071SHOP-112938) - The email address associated with your order
- A clear explanation of the change you would like to request
Order modifications can only be considered before the order reaches the fulfillment stage. Because processing may begin shortly after an order is placed, the available time to make changes can be very limited.
Q: Is it possible to cancel my order?
If your order has not yet been dispatched, you may request cancellation.
A small handling fee may be deducted where applicable.
Once the package has already been shipped, the order can no longer be canceled.
Problems After Delivery
Q: My package or product arrived damaged. What should I do?
We are sorry to hear that your order arrived damaged. Please contact our support team at support@aquanexisstore.com so we can review the situation and assist you.
To help us process your request efficiently, please provide:
- Your Order Number and Order Email
- Clear photos or a video showing the damaged product
- A clear photo of the shipping label attached to the package
Q: What should I do if I believe my product has a defect or quality problem?
We take product quality seriously and want to help resolve legitimate quality concerns.
Please email support@aquanexisstore.com with the following information:
- Your Order Number and Order Email
- A detailed explanation of the issue
- Clear photos or a short video demonstrating the suspected defect
Our support team will review the information provided and advise you on the appropriate next steps.
Q: I received an incorrect product or an item is missing from my order. What should I do?
We apologize if your order does not match what you purchased.
Please contact support@aquanexisstore.com and provide:
- Your Order Number and Order Email
- A photo or video of the incorrect item you received, if applicable
- A description or list of any items that were missing
Providing these details will help our team investigate the order and work toward a resolution as quickly as possible.
Account & Order Communication
Q: I haven't received my order confirmation email. What can I do?
First, please check the spam, junk, promotions, or other filtered folders in your email account.
If you still cannot locate the confirmation, contact us at support@aquanexisstore.com and provide the email address you believe you entered during checkout.
Our team can use this information to locate your order and resend the confirmation when possible.
Q: My tracking number hasn't arrived yet. Should I be concerned?
Tracking information is generally provided within 1–2 business days after your order has been processed.
If this period has already passed, please check your spam or junk email folder first. If the tracking information is still unavailable, contact our support team at support@aquanexisstore.com for assistance.
Contact Us
If you need additional assistance regarding your order, shipping, payment, or any other issue, please don't hesitate to reach out.
Email Support (24/7):
support@aquanexisstore.com
Phone & Text Support:
+1 (775)369-9967
When contacting us about an existing order, please include your Order Number and Order Email so that we can identify your order and assist you more efficiently.