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Shipping & Returns

SHIPPING

All required shipping costs, insurance, export/import duties, taxes (foreign and domestic) and any other related costs and risks consistent with the designated shipping method shall be borne by the Buyer. Packaging of the Products is included in the price and shall be in accordance with the standard practices of NEP. The risk of loss to the Products shall pass to the Buyer upon delivery to the Buyer or to a shipper for delivery to the Buyer.

DELIVERY AND ACCEPTANCE

The delivery by NEP to the Buyer shall constitute acceptance of the Products by Buyer, unless notice of defect or nonconformity is received by NEP within ten (10) days of receipt thereof. Notwithstanding the foregoing, 

any use of the Product by the Buyer, its agents, employees, contractors or licensees, for any purpose, after receipt thereof, shall constitute acceptance of that Product by the Buyer. NEP agrees to use commercially reasonable efforts to deliver Products in accordance with the mutually agreed upon delivery schedule identified in the Order. Buyer agrees to provide evidence of completion of payment arrangements satisfactory to NEP (e.g., notice from a U.S. bank acceptable to NEP of confirmation of the Buyer’s irrevocable Letter of Credit) at the time of issuance of the Order.

RETURN POLICY

Please be sure to check your order immediately upon receipt for accuracy, completeness and defect. If your order is incomplete, incorrect, or if you find an item damaged, you must contact NEP within 72 hours of receipt and we will process a return and replacement at no additional cost to you. If you are not satisfied with your purchase, we will accept a return of unused Product for a refund or exchange within 30 days of the Invoice Date. A 15% restocking and handling fee applies to all returned items. The customer is responsible for the cost of return shipping. Exceptions to this policy:

  • We will only accept returns of product in new, resalable condition.
  • Items that have been installed, disassembled or modified in any way are not returnable.
  • Items that have been custom laser engraved are not returnable.
  • Custom built parts made to fit customer requirements or specifications are not returnable.

If any component of the returned Product is missing, NEP reserves the right to reject the entire return or impose additional charges for replacement of the missing component(s). The condition of all returned items will be determined at NEP’s discretion.

This return policy may be amended or changed by NEP at any time without notification.

Incorrect Merchandise or Defective Products 
If you receive an item you did not order in error or a defective product**, please contact NEP within our 30 day return policy period, and we will process your return and replacement free of shipping charges. Contact NEP Customer Service or info@nowaskey.com to process your return and receive shipping information.

**NEP is not responsible for labor or other costs resulting from the installation of incorrect or defective parts. The customer is responsible to inspect and accept all parts upon receipt.

Damaged Shipment
If you receive an item that has been damaged in shipping, please call or email NEP within 72 hours of receipt. We will ship a replacement free of charge and pursue a claim with UPS (or other carrier). Please retain the original packing. We may ask you to send us a photo of the damage for claims purposes. We may ask that FedEx contact you to inspect and/or collect the damaged shipment.

Undeliverable or Refused Shipments
If UPS (or other carrier) is unable to complete the delivery due to incomplete or incorrect addresses, or if the recipient refuses delivery, the shipment will be returned to NEP. Orders returned for the above reasons may take 4 weeks to be processed. A 15% restocking fee will apply to all such returns.

Unauthorized Returns
Return of any product without following the steps above will result in delayed processing by up to 4 weeks. An additional restocking fee up to 50% of purchase price may also be applied at NEP’s discretion. Please follow the return procedure below with your shipment:

RETURN AUTHORIZATION PROCEDURE

1. Submit a Request For Return
Please e-mail NEP at inf@nowaskey.com within 30 days of the Invoice Date on your order with the following information:

– Name – Sales Order # (found on your invoice) – Reason For Return

Via return e-mail, NEP will send you a Return Merchandise Authorization (RMA) number which is required to process your return. All merchandise must be returned in new, resalable condition in the original packaging within 5 days of the issuance of the RMA number.

2. Ship Your Order Back To NEP
Ship the item back to Nowaskey Extreme Performance using the following address format:

Nowaskey Extreme Performance Attention: Return Desk – RMA # (as provided per Step 1 above) 1821 2nd Ave SE, Menomonie, WI 54751

Please include your name and contact information (phone and e-mail) inside the shipment. When shipping an item back to us, we recommend that you use FedEx, UPS, or any other carrier that offers signature confirmation and insurance. NEP is not responsible for lost or damaged packages. The customer agrees to bear all shipping costs and all risk of loss during return shipment. Only the signature of a NEP employee will suffice as proof of delivery.

3. Refund Issuance
Upon arrival at NEP’s facility, all returns will be inspected. If approved for a refund, the refund will be processed within 1 business day. If any issues are present, NEP will contact you at the phone number or e-mail you have provided.