Frequently Asked Questions
Ordering
Can I cancel my order?
Contact us within 24 hours of purchase at nesteen.connection@gmail.com. Most orders ship the same day, so cancellation is only possible if the order has not yet been dispatched.
Can I change my delivery address?
Yes, but only before shipment. Email us within 24 hours of your order. Once an order has shipped, the address cannot be changed.
Shipping
Is shipping free?
Yes, on orders over $49. Worldwide.
How long will my order take?
Orders are processed in 24-48 hours and shipped via air express. Delivery time varies by region — typically 5-12 business days.
Is the packaging discreet?
Yes. All orders ship in plain, unbranded packaging. Nothing on the outside indicates the contents.
How do I track my order?
You will receive a tracking email once your order ships. You can also view tracking in your account under Order Details.
Products
Are your products body-safe?
Yes. All Nesteen products use FDA-certified, medical-grade silicone. They are body-safe, antimicrobial, and easy to clean.
My product is not turning on — what should I do?
Ensure it is fully charged. Hold the power button for 3-5 seconds. If using a remote, check the remote’s battery. Refer to the instruction manual included with your product. If none of these solve the issue, contact us.
Returns
What is your return policy?
We accept returns of unopened, undamaged items within 90 days of purchase. Email us photos of the sealed package to begin the process. Return shipping is at your cost.
What if my item is defective?
Contact us within 90 days with your order number, a description of the issue, and photos or video. We will replace it or offer an equivalent product.
I received the wrong item — what do I do?
Email us within 90 days with photos of the shipping label, the SKU on the product wrap, and the full package. We will sort it out.
Still have a question?
Email us at nesteen.connection@gmail.com. We respond within 24 hours on business days.