FAQ
Need help with your order? Our Frequently Asked Questions cover the topics customers ask us about most often. If you can't find the answer you're looking for, our customer support team is always happy to assist.
Customer Support
When can I expect a response?
Our team answers enquiries in the order they are received. We aim to reply to all emails within one business day.
How can I contact customer support?
- Send us an email at info@nomanori.com.
- You can also submit a request through our Contact Us page. Including your order number will help us assist you more quickly.
Shipping & Delivery
Which countries do you deliver to?
At this time, we only ship to addresses within Canada.
Where are your products shipped from?
To provide unique designs at competitive prices, Noma and Nori utilizes a global fulfillment model. While our administrative headquarters is in Ottawa, Canada, our products are dispatched directly from our international distribution centers.
How long will it take to receive my order?
Our total estimated delivery time is 6–10 business days. This includes 1–3 business days for processing and a transit time of 5–7 business days.
Can I change my shipping address after I place my order?
If your order has not yet been processed, we may be able to update your delivery address. Please contact us as soon as possible at info@nomanori.com with your order number. Once an order has been processed or shipped, address changes can no longer be guaranteed.
How can I track my order?
Once dispatched, you will receive a unique tracking link via email to monitor your package in real-time using our Track My Order page.
Why isn't my tracking information updating?
Tracking details may take up to 48 hours after shipment to become active. If your tracking still isn't updating after that time, please contact our support team.
Returns & Refunds
What should I do if my order arrives damaged?
Please contact us as soon as possible with your order number and photos of the issue. We'll review your claim and arrange an appropriate solution in accordance with our 30-day return policy.
How do I return an item?
- Email us at info@nomanori.com with your order number, your name, and the reason for your return.
- Our support team will send you a return form along with return instructions.
- We will provide the correct authorized return facility address once your request is approved.
- When shipping your return item, it is required to use a tracked shipping option.
- Send us your tracking number once the return item is on its way.
Note: Our Ottawa office address is an administrative office only and is not equipped to receive physical returns.
What condition must returned items be in?
- The product was purchased within the last 30 days.
- The product is in its original packaging, unused, unwashed, and in the same condition as received.
- All tags, labels, and protective seals remain intact.
- You have the receipt or proof of purchase.
Who covers return shipping costs?
- Damaged or Incorrect Items: Noma & Nori will cover 100% of the return shipping costs if the item is defective or incorrect. Photos are required.
- Change of Mind: For all other returns (size, preference), the customer is responsible for the return shipping cost. We recommend using a trackable service.
Do you charge restocking fees?
No. We never charge restocking fees on eligible returns.
When will my refund be issued?
Once we receive and inspect your returned item, we will notify you of the status. Approved refunds are applied to your original payment method within 7 business days.
Contact Us
If you need assistance or have any questions, please email us at:
Email: info@nomanori.com
Customer Support Hours
Monday to Friday: 9:00 AM–5:00 PM ET
We aim to respond to all enquiries within one business day.
Business Information
Noma & Nori
2210 Bank Street 1034
Ottawa, ON K1V 1J5
Canada