If you notice that the package size or weight does not match your order upon receipt, we highly recommend recording a complete unboxing video. Please clearly show the shipping label on the package before opening it. If you have already opened the package and found that it is not the product you ordered, please do not worry; we are here to help.
- If you received a different product from our store: Please contact our Customer Support team at service@nuphy.com and provide clear photos of all the products you received, the product barcode (EAN/UPC), and the shipping label.
- If you received a product not from our store: In addition to providing clear photos of the received products, the product barcode, and the shipping label, please peel off the top shipping label and take a clear photo of the original shipping label at the bottom of the package. This will help us trace the logistics and investigate the issue.
Note: Typically, there are two overlapping shipping labels on the surface of your package. The top label is usually the local delivery tracking number used for domestic delivery, while the bottom one is the original shipping label from the merchant, which represents the initial logistics information of the package.
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