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Customer Service

  • Shipping & Delivery

    For your convenience we offer standard shipping. For Estimated transit times, please see map.

    Standard Ground Shipment:  Processing Time + Estimated Transit Times = Total Receiving Your Order

    Processing Time: Express shipments are given top priority. Standard Ground orders will ship within 72 Hours, Monday to Friday from the time you place your order and begin processing. We do not process orders on the weekend or on Fedex holidays.

    Estimated Transit Times: See the map

    For Ground Service. We calculate shipping & handling charges based on order amount of the merchandise.(not include shipping fee):

    For ground shipment (US Continental Only):

    Order amount $1.00 ~ $74.99, shipping fee $8.95

    Order amount $75.00 and up, shipping FREE

    (Not include HI, PR, AK 3 states)

    Express shipment will be processed in 24 hours, not including Saturday, Sunday and holidays.

    Please include a physical shipping address on all shipments. FedEx does not ship to P.O. Boxes. 

    Express (Air) Shipments

    Next Day, Second Day, and Three Day Select

    All express shipments are shipped within 24 hours (Not including Saturday, Sunday, and holidays). Orders must be received prior to 10:00 AM PST in order to receive "Same Day" expedited service.

    "Rates are determined by the weight 'or' dimension whichever is greater"

    To determine dimensional weight, the length is multiplied by the width and height and divided by the cubic size 194.

    Dimensional Weight=(L x W x H)/194

    *** Our website estimated shipping charge is based on regular weight, not dimensional weight. A confirmation of shipping charge is required "ONLY" if the actual charge exceeds the estimated charge given on the website by $15.00. These orders will not be shipped unless confirmation of charge is received.

  • Privacy & Security

    We employ a variety of safety features with SSL encryption to protect our customers and allow them to  shop privately and securely. These safety features keep hackers and viruses from stealing our information and data while customers are visiting our website. We always have an anti-virus program and extra security measures against virus and spyware threats.
     
    How to know our site is safe?
    1. Our anti-virus programs are always active.
    2. When you check out, look up the URL address bar it show “https” then the site is secure.
    3. The Verisign symbol on our website indicates that communication of your personal information with our website is secure.
    4. To view our website security certificate, on our check out browser going to the "file" or "tools" option at the top of your browser and clicking the "page info" or "options" link. From there, you will be able to see if the website's security certificate is issued to our website you are on. You can also click on the "Lock" symbol to view a website's security certificate.
    For more information, please click here
    *Customer credit card information is never stored in our webstie databaseWe implement and maintain compliance with leading industry security initiatives such as the Payment Card Industry (PCI) Data Security Standard through Authorize.net.
  • Returns & Replacements

    At Nile, one of our main goals is to keep our customers happy and comfortable by providing the best customer service we can. Our services improve your shopping experience because it goes without saying our customers mean the world to us. That’s why we try our best to get it right for each one, every time.

    100% Guarantee service:

    Now you can simply return a product if you don’t like it,

    * 100% Refund - Return any item your money-back, satisfaction guarantee.

    * 100% Replacement – For any items that arrive damaged, please call us and we can send you a replacement as soon as possible.

    * 100% Credit – Customer may want the store credit for convenience of return and it is no time limited to use your store credit.

    * 100% Exchange - Simply return the item and choose another. You will either receive a credit or pay the difference.

    ** For merchandise that is damaged after use within 30 days upon receipt, a request for a refund or credit back is subject to our approval.

    Full price merchandise can be returned for a full refund or exchanged within 30 days upon receipt.
     
    Sale merchandise can be returned for a full refund or exchanged within 14 days upon receipt

    Just repack in its original packaging along with a copy of the invoice and follow these simple steps:

    Step 1. Contact our customer service department at 1-800-754-1300 our office hours are from Monday to Friday 8:30 A.M. to 5:00 P.M. Pacific time or email to us customerservice@nilecorp.com any time.

    Step 2. Our representative will issue a return authorization (RMA) number to you.

    Step 3. Include RMA number on the outside of return package and return to address listed below:

    NILE
    16685 E Johnson Drive
    City of Industry CA 91745

    We are unable to accept return of books and videos that have been opened.

    For your security, please return your package(s) with an insured carrier. Nile is not responsible for items damaged or lost in transit. 

    No restocking fee for all of return merchandise.

    Packages returned due to customer change of mind or cancellation after the package has shipped are subject to both, the initial shipping and return shipping charge.

    Nile will not accept any package(s) without the Return merchandise Authorization (RMA) number.

    Please Note: Special orders and items that have been altered or custom-made to your specifications are not returnable.

    **We reserve the right to refuse any merchandise returned after the 30-day warranty period or to charge additional restocking fees on such merchandise.
  • Ordering

    Below are detailed instructions for each step in the on-line ordering process. If you require further assistance, please call  1-800-754-1300. You may also email any online ordering questions to nilecorp@hotmail.com

    Telephone orders

    We encourage you to order online for the fastest possible service, but please feel free to call in your order call us toll free at  1-800-754-1300

    Fax orders

    You can fax your order to  1-626-855-1280. Remember to put your billing and shipping information and the item no., color, quantity and payment method. you can directly download our Order Form (.pdf)

    How to order on-line

    Log in:

    If you are a registered customer, enter your email address and password, then click login. If you are a new customer please register now. Login name (your email address) password (you must created by yourself). 

    Enter product information:

    You can choose the item, color, and quantity. When you are finished entering, click on BUY to add to your shopping cart. 

    Review order:

    You can review your cart to make sure you put the correct item. If you wish to continue shopping, click “continue shopping”. If you are finished selecting your items, click “Begin Checkout”.

    Begin checkout:

    Now, please enter your shipping and billing information. When you have finished, you can click the submit button.

    Confirmation:

    After you submit the order, you will receive an email with a summary of your order and an order number. 

    Other Website Link:

    Nile may contain links to other sites. We do not endorse or otherwise accept responsibility for the content or privacy policies of those sites. 

    Pricing:

    We offer 5% discount for all regular sale items. Exclude 99 cents stationary supplies and on sale items. 

    All price subject to change without notice. We assure you our prices will not change as often as the price of gold or silver changes unless there are "dramatic" changes in them.

    For customer(s) quoted with special price(s), NILE will not honor the 5% off online order and any other discount.

    *All "on sale" items are final. No return or exchange 

    California Prop 65 Warning:

    At NILE we recognize the importance of protecting the health and environment of our customers. However, some of the base metal findings, chains, and charms sold by our company may contain small amounts of lead, a chemical known to the State of California to cause cancer, birth defects, and other reproductive harm if ingested. We recommend that you wash your hands after handling, and keep all items away from small children and infants.

  • Payment, Pricing & Promotions

    At Nile, we accept the following forms of payment:

    1. Credit Card:
    NILE accepts A/E, Visa, Master, and Discover credit card.

    2. Paypal:
    NILE accepts "Paypal" payment by use your paypal account. Why PayPal?

    3. Pre-paid by money order and cashier check:
    For prepaid customers, the money order and cashier's check must include shipping charge. (Please add all items you would like to purchase in the shopping cart then enter your shipping zip code to estimate freight.) We will refund if any amount over estimated. Please note it takes 5-10 business days to clear money order or cashier check before we ship out your order. Sorry, Personal checks or business checks are not be accepted at this time.

    Pricing:

    We offer 5% discount for all regular sale items. Exclude 99 cents stationary supplies and on sale items. 

    All price subject to change without notice. We assure you our prices will not change as often as the price of gold or silver changes unless there are "dramatic" changes in them. For customer(s) quoted with special price(s), NILE will not honor the 5% off online order and any other discount.

    *All "on sale" items are final. No return or exchange 

  • Viewing Orders

    Please login to your online account first. Once you are logged in, you will be redirected to your account dashboard. To view order history, please click on the My Orders menu located at the left-hand side of the page.

  • Updating Account Information

    After logging in to your account, you will be redirected to your account dashboard. To change your Name and Email, please click on "Account Information" tab menu. To add or edit a billing/shipping address, please click on "Address Book" tab menu.