FQA
Frequently Asked Questions (FAQ)
Welcome to the CNECNY FAQ. Here you can find answers to common questions about ordering, payment, shipping, delivery, returns, refunds, and customer support.
If you cannot find the answer you need, please contact us at service@cnecny.com.
1. What is CNECNY?
CNECNY is an online retail store operated by Novus Commerce Inc.
We offer a selection of products across categories including electronics and accessories, tools and gadgets, houseware and kitchen products, and other useful everyday items.
2. How can I place an order?
Select the product you would like to purchase, add it to your cart, and proceed to checkout.
During checkout, please provide accurate contact, billing, shipping, and payment information. Review your order carefully before completing your purchase.
After successfully placing an order, you should receive an order confirmation at the email address provided during checkout.
3. How long does it take to process my order?
Orders are generally processed within 1–5 business days after payment has been successfully confirmed.
Business days generally exclude weekends and applicable public holidays.
Processing time is separate from shipping or transit time.
4. How long does shipping take?
Unless a different estimate is displayed during checkout or on the applicable product page, orders may generally arrive within approximately 7–20 business days after shipment.
Please note that this is an estimated delivery period and not a guaranteed delivery date.
Delivery times may vary depending on your destination, carrier, customs processing, weather, public holidays, and other circumstances outside our reasonable control.
5. How much does shipping cost?
Applicable shipping charges, if any, will generally be displayed during checkout before you complete your purchase.
Shipping costs may vary depending on your destination, product, package size or weight, shipping method, and any applicable promotions.
6. How can I track my order?
When tracking information is available, we may send you a shipping confirmation email containing your tracking number or tracking information.
After your order is shipped, tracking information may require approximately 24–72 hours to become active in the carrier's system.
If you have questions about your shipment, contact us at
and include your order number.
7. Why did I receive only part of my order?
Products from the same order may occasionally be shipped separately because they are stored at different fulfillment locations, become available at different times, or require different shipping arrangements.
If your order is shipped in multiple packages, the packages may arrive on different dates.
Where available, separate tracking information may be provided for each shipment.
8. Can I change my shipping address?
If you entered an incorrect shipping address, please contact us as soon as possible:
Email:
We will attempt to update your shipping information if the order has not yet been processed or shipped.
Once an order has entered fulfillment or has been transferred to the carrier, we cannot guarantee that the shipping address can be changed.
9. Can I cancel my order?
Please contact us as soon as possible if you wish to cancel your order.
We will attempt to accommodate cancellation requests before an order has been processed or shipped.
Once an order has already entered fulfillment or been shipped, cancellation may no longer be possible. You may instead request an eligible return after receiving the order in accordance with our Return Policy.
10. What is your return policy?
You may generally request a return within 30 days after the date your order is delivered.
Returned products should generally be in the same condition in which they were received and include the original packaging, accessories, manuals, and other components where applicable.
Reasonable inspection of a product will not automatically make it ineligible for return.
Please contact us before returning any product so that we can provide the appropriate return instructions.
11. How do I request a return?
To request a return, contact us at:
Email:
Please provide your:
- Order number
- Name and email address
- Product you wish to return
- Reason for the return
- Photos or other relevant evidence if the product is damaged, defective, or incorrect
We will review your request and provide applicable return instructions.
Please do not return a product without first contacting us.
12. Who pays for return shipping?
For an eligible change-of-mind return, the customer is generally responsible for return shipping costs unless otherwise required by applicable law.
If you received a verified damaged, defective, or incorrect item, we will generally be responsible for reasonable return shipping costs where a return is required.
13. What should I do if my product arrives damaged or defective?
Please contact us as soon as reasonably possible at
.
Provide your order number, a description of the problem, and clear photographs of the product and packaging where relevant.
After reviewing the issue, we may provide an appropriate remedy, such as a replacement, refund, or return arrangement.
14. What should I do if I receive the wrong item?
If you receive a product different from the one you ordered, please contact us at
.
Include your order number and photographs of the item received where possible.
After verification, we will provide an appropriate solution. Where a return is necessary because we sent an incorrect item, we will generally cover reasonable return shipping costs.
15. How long does a refund take?
Once a refund has been approved, we aim to process it within 5–10 business days.
Refunds will generally be issued to the original payment method used for the purchase.
After we process a refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account. This additional processing time is controlled by your payment provider.
16. Can I exchange an item?
We do not guarantee direct exchanges for every product.
If you receive a damaged, defective, or incorrect product, please contact us and we will advise you of the available options.
For other eligible returns, the simplest option may be to return the original product for a refund and place a new order.
17. What if my package is delayed?
Shipping times are estimates and delays may occasionally occur because of carrier issues, customs inspections, weather, transportation disruptions, holidays, or other circumstances outside our reasonable control.
If your tracking information has not updated for an extended period, please contact us at
with your order number.
We will assist you in reviewing the available shipping information.
18. What if my package is lost?
If you reasonably believe that your package has been lost in transit, contact us at service@cnecny.com.
Please provide your order number and tracking information, if available.
We may work with the carrier or fulfillment provider to investigate the shipment. If a package is confirmed to have been lost before successful delivery, we will provide an appropriate remedy, which may include a replacement or refund.
19. What if tracking says “delivered,” but I haven't received my package?
If your tracking information shows that your package was delivered but you cannot locate it, please first check the delivery location, entrances or other secure areas, household members or other authorized recipients, and any delivery notices from the carrier.
You may also contact the carrier for additional delivery information.
If you still cannot locate your package, contact us at
and we will assist you in reviewing the situation.
20. Will I have to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes, fees, or other charges imposed by the destination jurisdiction.
Where these charges are not collected during checkout, they may be assessed separately by customs authorities, carriers, or other governmental bodies.
Unless otherwise stated during checkout or required by applicable law, customers may be responsible for applicable customs duties and import taxes.
21. Is my personal information secure?
We use reasonable administrative, technical, and organizational measures designed to protect personal information.
We may also use third-party service providers for functions such as payment processing, website operations, analytics, advertising, shipping, and fulfillment.
For more information about how personal information is collected, used, and disclosed, please review our Privacy Policy.
22. Why do I see advertisements for CNECNY?
We may use advertising and measurement providers to promote our products and understand the effectiveness of our advertising.
Where applicable, advertising technologies may use cookies, pixels, scripts, or similar technologies, subject to applicable law and your privacy choices.
Additional information about advertising, cookies, and our use of providers including AppLovin is available in our Privacy Policy.
23. How can I contact CNECNY?
If you need assistance with a product, order, shipping, return, refund, or other customer service matter, please contact us:
Email:
When contacting us about an existing order, please include your order number and the email address used to place the order where possible.
24. What is the company behind CNECNY?
CNECNY is operated by:
Legal Company Name: Novus Commerce Inc
EIN: 42-4737034
Website: CNECNY
Email:
For additional information regarding purchases made through our website, please review our Shipping Policy, Return Policy, Privacy Policy, and Terms & Conditions.