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WHERE WE SHIP TO
Please note that we do not ship to Alaska/ Hawaii, APO/FPO, and US Protectorates. Please refer to the following details for the different shipping options on our shop.
Cut-off information for shipping:
Expedited shipping: 17th of December. Orders after this date may not arrive by Christmas
Using 'Standard shipping' or ‘5-10 days after dispatch’ items will be delivered within 5-10 business days (excluding weekends and holidays) after the items are shipped.
Purchases made with 'Expedited Shipping' or ‘4-6 days after dispatch’ will be delivered within 4-6 business days (excluding weekends and holidays) after the items are shipped.
Currently, we are unable to ship to other international locations. Orders in Canada can also be placed on Amazon Canada.
TRACKING YOUR PACKAGE
We use reliable fulfilment centres for posting your item. You will receive one or more tracking numbers on the confirmation e-mail we send to you when your order is shipped. This tracking number can be used to check the status of your package at our shipping carriers‘ website using the provided link.
ORDER NOT RECEIVED
If you do not receive your order within the specified delivery dates from the date of purchase, please contact us at support@nixplay.com
Returns & Refunds
Canada Returns and Refunds Policy
30 Day Money Back Guarantee
When returning an item purchased please note that:
Items must be returned within 30 days of the date of purchase.
Only items purchased directly from the Nixplay Shop can be returned to Nixplay. For products purchased from any of our third-party vendors (including but not limited to Amazon, Newegg, Rakuten, Walmart, Best Buy) items must be returned in accordance with their respective returns and refunds policies.
Please ensure that the items you are returning are repackaged in perfect condition, in original packaging with all the documentation and parts you received it with.
Buyers are to shoulder return shipping costs.
Buyers must contact Nixplay before returning products.
HOW TO RETURN A PRODUCT
To return an item to Nixplay, please email us at support@nixplay.com to register your return.
Please include your original order number in the email and ensure that the item is returned within 30 days.
No replacements will be sent out by the manufacturer until the returned item is received.
REFUNDS
Once we receive your product, a refund is initiated. The way your refund is processed depends on your original payment method. For credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
REPLACING ITEMS UNDER WARRANTY
Items ordered on the Nixplay Shop that arrived faulty can be returned by contacting support@nixplay.com. Upon receipt of the frame, we will either repair or send a replacement to you if the product is found to be faulty.
There are a few important things to keep in mind when exchanging a faulty product:
The postage cost for returning faulty items to Nixplay will be refunded either in the form of a pre-paid shipping voucher that can be applied to your package, or if requested, in Amazon Vouchers to be used for any future purchases on Amazon platforms.
To receive a shipping refund you must email us immediately after posting the faulty item to inform us of the cost of your shipping.
Please note, you must return the item by standard delivery to receive a refund. We do not reimburse costs for premium shipping services such as DHL, FedEX or UPS. Therefore, the maximum refund we can apply in each case is up to $20.00.
REPLACING ITEMS OUT OF WARRANTY
For solutions on out of warranty items, please contact us through support@nixplay.com with your order number (if relevant), date of purchase, product model information and / or the name of the person who placed the order as well as the details of the issue you are experiencing. Please note that you are responsible for return shipping costs.
1 YEAR PARTS AND LABOR WARRANTY POLICY
All NIX and Nixplay products have a standard 1 year manufacturer warranty covering manufacture defect. Your original receipt or order number acts as proof.
This does not cover faults caused by accident, neglect, misuse or normal wear and tear. This does not cover faults created by users using external power sources or batteries. Each NIX / Nixplay frame comes with an approved AC power adapter in the package. Do not use any other power adapters. If you need a replacement Power Adapter for your frame, contact our helpdesk on this website.
To learn more about Parts and Labour please check the Warranty Terms.
When and where will I see the multi-shipping option during my order journey?
When more than one (1) digital photo frame is added to cart, a checkbox will appear on the cart slider/cart page.
This option will allow you to order 2 or more frames and send them to different locations at the same time through the same checkout experience without having to enter different shipping addresses one by one.
The multi-shipping option is not showing up / greyed out. Why is that?
This can happen due to 3 reasons:
When only one (1) digital photo frame is added to cart.
When a print store product is added to cart. Please note print products are not supported for delivery through multi-shipping and need to be ordered separately.
When Nixplay Plus subscription is added to cart together with more than one (1) digital photo frame.
At this step, the multi-shipping option will show as “Not applicable - Learn More”. To avoid this:
Simply purchase the Nixplay Plus subscription separately first and activate your account.
Next login to your account directly at Nixplay store and enjoy 25% off the digital photo frames and you will notice the multi-shipping option is now available.
Why can’t I order both the Nixplay Plus subscription and use multi-shipping option at the same time?
This is because the multi-shipping option cannot recognize subscription-based products and therefore the Nixplay Plus subscription needs to be ordered separately.
We apologize for any inconvenience this may cause you. Rest assure, our engineers are working hard to find a solution and make this a 1 step journey. In the meantime, please follow the steps shared above to place your order while using the multi-shipping option.
