Returns & Refunds (Base)

Returns and Refund Policy

Last updated: 23 Sep 2024

Where can we reach you?

Our CS team is always available and will respond within 24 hours. Reach them at:

Email: support@nooro-us.com
Phone: +1 212-444-3144

To expedite the process, thru phone and email, please make sure to clearly state your order number, your issue/concern, your email (and first and last name) when you made the purchase. We will get back to you within 24 hours.
Please also be aware that some companies pose as nooro™. If you have ordered some items and we can’t locate the order ID in our system, it’s most likely ordered from a company pretending to be nooro™.

Am I eligible to return the products?

Yes, you are eligible to return your products within the 90 days period covered by our money back guarantee. Please note, subscription products are not covered by the 90-day money-back guarantee.

Please follow the instructions below:

Email our support at support@nooro-us.com or Call at +1 212-444-3144
Follow the instructions provided by our support specialist
Once your request is approved, you will get a confirmation email with shipping guidelines

What about the money-back policy?

Certain nooro products, such as the Mobility Relief plan and other personalized plans, are eligible for a 90-day money-back guarantee. If you do not see results from your personalized plan within 90 days, and can demonstrated that you attempted the plan, we will refund your money.

If you have not found results from your plan, and can demonstrate that you attempted to follow the plan, please follow the instructions below:

Email our support at support@nooro-us.com or Call at +1 212-444-3144
Follow the instructions provided by our support specialist
Once your request is approved, you will get a confirmation email outlining the details of your refund

What items are non-refundable?

Our 100% 90-day money-back guarantee policy provides you with a risk-free experience using our physical one-time purchase products. If, after using our products, you find them unsatisfactory and ineffective in providing relief, we will promptly refund the full amount you paid.

Please note, subscription products are not covered by the 90-day money-back guarantee.

Subscription Renewals: If you cancel after your subscription has renewed, you will retain access to the subscribed product until the end of the current subscription term.
Free Trials: Subscriptions that begin with a free trial are also excluded. To prevent charges, you must cancel your subscription prior to the trial period ending.

I received a damaged item. What shall I do?

If the purchased product is damaged, reach out to us thru email within 7 days after the delivery date. Please provide a brief description and video/picture of the damaged product. We will immediately issue a replacement. To expedite the process, please make sure to follow this format when emailing our Customer Support team:

Subject line: Damaged or Defective product

Order No.:
Full name:
Description and photo or preferably a video of the defective product
Contact email address:

My product was lost in transit, or was stolen.

If you have purchased a Porch Pirate Protection item to cover theft and products lost during transit, we will immediately issue a replacement. To expedite the process, please make sure to use this format when emailing our customer support team:

Subject line: Stolen, lost in transit order with porch pirate protection

Order No.:
Full name:
Contact email address:

Our CS team will immediately initiate a replacement for you.

My order was lost in transit/stolen, and I did not purchase the porch pirate protection:

We advise you to reach out to your post, local carrier and state what has happened. We cannot guarantee a full refund or replacement for the lost or stolen items.

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request. *Note: Customers are responsible for shipping their returns back, we do not provide return labels. Please also do not return the product without prior consultation with our team.

What are my refund options?

The following refund options are supported:

Refund to the original payment method
Refund to the store credit (if applicable)

How soon will I get my refund?

The following refund options are supported:

Refund to the original payment method
Refund to the store credit (if applicable)

Late or missing refunds

If you have not yet received a refund, please follow these steps to resolve the issue:

1. Double-check your bank account to ensure that the refund has not been credited yet.
2. Contact your credit card company as it may take some time for the refund to be officially posted.
3. Reach out to your bank as there is usually a processing period before the refund is posted.

If you have completed these steps and still haven't received your refund, please feel free to contact us at support@nooro-us.com.

Late or missing refunds

If you have not yet received a refund, please follow these steps to resolve the issue:

1. Double-check your bank account to ensure that the refund has not been credited yet.
2. Contact your credit card company as it may take some time for the refund to be officially posted.
3. Reach out to your bank as there is usually a processing period before the refund is posted.

If you have completed these steps and still haven't received your refund, please feel free to contact us at support@nooro-us.com.