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FAQs

Return & Cancellation Policy

Yes, the order can be canceled within 24 hours. However, once the order confirmation email has been sent, it is no longer possible to amend or cancel the order, even if it falls within the 24-hour window.


Refund Eligibility: Items purchased through promotions or discounts are not eligible for a refund. Similarly, free products delivered are not eligible for replacements.

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

Opened and unopened product are eligible for a return.

Yes, you are eligible to return your products within the 90 days period covered by our money back guarantee. Please follow the instructions below:

  • Email our support at [email protected] or Call at:+1 307 218 3666
  • Follow the instructions provided by our support specialist

Once your request is approved, you will get a confirmation email with shipping guidelines!

Product

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:

Pls email at [email protected] or call us at +1 307 218 3666 for further assistance.

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email at [email protected] or call us at +1 307 218 3666 for further assistance.

Please ensure that ALL APPROVED ITEMS listed on the Packing Slip are included in the SAME package.

You can enter the promo code in the discount code box on our checkout page.

Please check our online store for promos and holiday sales. We offer seasonal sales. Just visit this link: Norelie Products.

You can also pay with the following cards and instant payment apps. 

  • Paypal
  • Visa
  • Mastercard
  • American Express
  • Google Pay
  • Apple Pay
  • Shop Pay


  • RedRevive™ Cold Laser Therapy Wand
    • For the best results, we recommend using the RedRevive 1-2 times a day, with each session lasting approximately 10-15 minutes. 
    • This innovative device uses advanced cold laser technology to reduce inflammation, stimulate cell repair, and relieve pain right at the source, so you can get back to living comfortably.
    • For additional details, you can also visit this link: RedRevive™ Cold Laser Therapy Wand


  • FlexRelief™ Compression Massager
    • For optimal outcomes, we recommend using the FlexRelief 1-2 times daily, with each session lasting approximately 10-15 minutes.
    • FlexRelief™ is designed to alleviate chronic pain, reduce inflammation, and enhance circulation, providing sustained relief over time.
    • Utilizing advanced compression technology, FlexRelief™ addresses the underlying causes of pain by promoting fluid drainage and reducing swelling.
    • With its lightweight, portable, and user-friendly design, FlexRelief™ offers an effective at-home solution for daily pain management.
    • For additional details, you can also visit this link: FlexRelief™ Compression Massager

Shipping

If you receive a delivery notification but do not see your parcel, we suggest you first check surrounding areas and also ensure no one else at your address took receipt on your behalf i.e. relatives and neighbors.  If you reach out to the shipping companies, they will always direct you back to the shipper. Also keep in mind that USPS does mark a parcel prematurely from time to time so we also recommend waiting an additional 2-3 business days to make sure the parcel does not arrive.

Stolen shipments:

If your package has been stolen, please report it directly to the courier.
Norelie.co is not responsible for stolen shipments.

NOTE: When processing returns and refunds, we always ask the courier for tracking information. If we do not receive this information, we may not be able to process returns and refunds.

Parcels sent to the wrong address:

Always check that the delivery address is correct. Unfortunately, once we receive your order, we are unable to make any further changes to the address or other information.

Please note that Norelie.co is not obligated to offer a refund if the customer has provided an incorrect delivery address.

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.

In situations where tracking data indicates that the package was delivered to your address, but the package(s) was damaged in transit, please report the claim directly to the courier.

Norelie.co is not responsible for damaged shipments.

Currently, Norelie offers free shipping on all orders, regardless of destination.

Please ensure that your contact details are correct when placing an order, as incorrect information may result in the package being returned to us. In such cases, our terms for unclaimed packages will apply.

Delivery Information:

  • We offer free shipping on all orders.
  • Orders are shipped from our warehouses in the USA and China. Delivery time depends on local postal services once the package reaches your country.
  • Estimated delivery time:
    • USA: 7-12 business days (Mon-Fri) after 3-8 days of processing.
  • Orders are shipped on weekdays only. Delivery times are estimates and may vary.

Important Notes:

  • We are not responsible for stolen or damaged shipments—please contact the courier for these claims.
  • Once an order is placed, we cannot change the delivery address. We are not responsible for refunds if an incorrect address is provided.
  • Unclaimed packages do not qualify as returns; please collect your package before returning it.
  • You can track your shipment using the tracking code provided in your delivery confirmation email.

For any questions, contact us at support@norelie.co.

We do ship to most countries,Yes we gladly ship to many parts of the world! If you are not sure we would ship to your country, please feel free to email us at:

[email protected]

However, we cannot guarantee that it will be delivered on time nor can we guarantee that you won’t pay the customs fee.

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to  2-3 business days (Monday-Friday)  for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

 2-3 business days (Monday-Friday)   after placing your order, you can click the tracking number link in the email or track your order on our website here: https://norelie.co/apps/parcelpanel


We process and ship orders from our warehouses in USA and China, therefore delivery time is based largely on local postal services once they arrive at their destination country.
 Monday through Friday. 

Orders with standard shipping are usually fulfilled and shipped  on  business days (Monday-Friday) of purchase, unless otherwise noted. Shipping time for custom/handmade pieces may take longer, details of which can be found in the product description. When your order ships, we will email you a shipping confirmation with tracking information. Please check your spam folder and make sure you entered your email address correctly if you did not receive the shipping email. Additionally, you can find the tracking number by clicking "My Account" and then "My Orders." 

Estimated delivery time:

Country

Order processing

Delivery time

USA

3-8 days (Mon-Fri).

 7-12 business days (Mon-Fri).


Order cut-off time: 5PM EST

We only ship orders on weekdays, not on weekends or holidays.

Please also note that delivery times are estimates and may vary depending on the courier and situation. Delayed deliveries are not grounds for refund or return outside of our normal exchange and return policy.

Delivery times for pre-orders vary from those listed above.

  • Delivery time depends on location, delivery method and factors beyond our control.
  • If the product is out of stock, we will ship it as soon as we receive it in stock.

We offer free shipping for all our products 😁 

We also offer expedited shipping at time of checkout. Please keep in mind these shipping timeframes are estimates and they are in addition to the 2-3 day processing of your order timeframe. 

Returns / Refunds / Cancellations

You may cancel your order within 24 hours of placing it. However, once an order confirmation email has been sent, we are unable to amend or cancel the order, even if it is within the 24-hour window.

You are eligible to return products within 90 days under our 100% money-back guarantee. To initiate a return, please contact our support team via email or phone. Once approved, you will receive shipping instructions. Opened and unopened items are eligible for return, except for products bought with discounts or promotions.

Non-Refundable Items:

  • Products purchased through discounts/promotions
  • Free products

Damaged Items:
If your item arrives damaged, contact us within 7 days with a photo or video. We will replace the item at no extra cost. Refunds for damaged items require you to cover return shipping costs.

Lost or Stolen Orders:
Please contact your local carrier. We cannot guarantee refunds or replacements for lost or stolen orders.

International Orders:
We do not guarantee delivery or customs clearance for orders shipped outside our country-specific stores.

Note: Customers are responsible for return shipping costs, except for replacements.

Yes, we offer refunds. You have the option to receive a refund either to your original payment method or as store credit (if applicable). Once we receive and inspect the returned product, we will notify you via email whether your refund request has been approved or rejected. Items must be in good working condition, with all manuals and accessories included.

If you haven’t received your refund yet, please:

  1. Check your bank account to confirm the refund hasn’t been processed.
  2. Contact your credit card company, as it may take time for the refund to officially post.
  3. Reach out to your bank for any delays in processing.

If you’ve completed these steps and still haven’t received your refund, feel free to contact us.

As soon as you returned the product and was inspected by our team, we will send an email about the approval or rejection of your refund request. Items must be in good working condition, and all the manuals and other accessories are included therein.

If you haven't received your refund yet, please follow these steps:

  1. Check your bank account to ensure the refund hasn’t already been credited.
  2. Contact your credit card company, as it may take some time for the refund to be processed and officially posted.
  3. Consult with your bank as there may be a processing delay before the refund appears.

If you've completed these steps and still haven’t received your refund, please don’t hesitate to contact us for further assistance.

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