FAQ

How do I order online?

How do I order by phone?

What does the availability status mean?

Will I be charged sales tax?

Will I have to pay customs fees on my international order?

What are your accepted payment methods?

Do you accept purchase orders?

What does the order status mean?

What are the “incomplete orders” in my account history?

Can I make changes to my order?

What is your cancellation policy?

Can I return my purchase? What do I do?

I would like to return a gift that was sent to me. What do I do?

How long does it take for me to get a refund?

Are there nognz gift certificates and/or gift cards?

My email address has changed. How do I update this information to my current account?

How do I unsubscribe from any of your mailing lists?

How can I write a review on a product?

How can I get assistance if I need it?

What is your Privacy Policy?

How do I order online?

Click the Add to Cart button found below each product or on the product detail page. You can add items to your cart until your order is complete. Click on My Cart at the top of any page of the site to return to your shopping cart.

When you are finished shopping click on Checkout and choose whether to register or login as a Guest. Then enter your shipping and billing address. Please note that your billing address must match the address where your credit card statement is sent otherwise it will be rejected. Click Continue to choose your Shipping and Payment options. Review your order, then click the Place Order button to complete the order.

How do I order by phone?

Call us toll free at 1-877-99 NOGNZ (66469). Our customer loyalty team will be happy to help you with all your brain buying needs.

What does the availability status mean?

In Stock – The product is currently available, and normally ships within 1-2 business days. Please note that we do not ship products on Saturday, Sunday, or major Canadian holidays.
Out of Stock – Nognz is very sorry that the item that you need is out of stock. The product is not immediately available, but it is on order and will be shipped to you as soon as possible.If you’d like to know when it might be shipped, email us customerloyalty@nognz.com. Backordered items are shipped for free.

Will I be charged sales tax?

You will be charged sales tax according to the provincial or state sales tax of the ship-to address.If you are a tax-exempt organization, please contact us at 1-877-99 NOGNZ (66469) for assistance and you can place the order with us over the phone. We will require you to send us a copy of your tax-exempt certificate.

Will I have to pay customs fees on my international order?

Orders shipped outside of Canada will be charged customs fees (taxes, duties, processing fees, brokerage fees, etc.) when they arrive. Unfortunately, nognz has no control over these fees.

What are your accepted payment methods?

All prices listed on our website are in Canadian Dollars. We accept Visa, MasterCard, and American Express. For your protection, we screen credit card orders for potential fraud. To avoid delays in order processing, please ensure that your billing and shipping addresses are exactly correct. Incorrect information may cause a delay in the processing of your order.

Do you accept purchase orders?

We do not presently accept purchase orders. Please contact us by phone at 1-877-996-6469 or email us at customerloyalty@nognz.com for assistance with your volume order.

What does the order status mean?

This indicates the current status of your order, or of each item within your order. Your order could be marked as:
New – Your order has been accepted and will be processed soon.
Processing – Your order has been transmitted to the fulfillment department and we are preparing your items to be shipped. (Please note that your order could remain in this state for several days.)
Partial Shipment – Some of the items have been shipped. Your credit card has been fully charged.
Shipped - Your order has been fully shipped. Your credit card has been fully charged.
Canceled – Your order has been canceled and your credit card should not have been billed. If it was billed, a refund should appear on your next statement.

What are the “incomplete orders” in my account history?

Those are shopping carts that you have started but not completed. You can view the order and complete the order at any time in the future.

Can I make changes to my order?

If your order is still in the New status, we are able to make some changes. Please call us at 1-877-99 NOGNZ (66469) as soon as possible to make these changes. We are not able to change items in your shopping cart, or add additional items to your order once your order has been completed.

Our order fulfillment and shipping systems are designed to get orders to you as quickly and efficiently as we can. Therefore, once the order has changed to the processing status, our order support staff will not be able to make any changes to it.

What is your cancellation policy?

You have the ability to cancel your own order, as long as it has not been sent to our fulfillment department for processing. To cancel your order, go to your account history page. Any order that has not been sent to fulfillment will have a note saying that the order can be canceled. Click Cancel and confirm the cancellation on the confirmation page. Your credit card will not be charged, and the order will be deleted permanently.

We are not responsible for orders that cannot be canceled after an order has been submitted. Once an order is canceled, it cannot be recovered.

Can I return my purchase? What do I do?

You may return any items within 30 days of the purchase date for a full refund. 
All returned products must be unopened and in the original packaging. 
Include a copy of your packing slip, and ship the items to: nognz order returns, 1517 Bellevue Avenue, West Vancouver, BC, V7V 1A6.

You will be responsible for the shipping costs. We do NOT charge a restocking fee. When we receive your return, we may need to contact you for more information to complete the refund. We will use the phone number or email address from your original order to contact you.

Mistakes and Defective Items
 If you have received a defective item or if we goofed and sent you the wrong product, please contact us at customerloyalty@nognz.com or call 1-877-99 NOGNZ (66469) and time Monday thru Friday 10am-6pm PST and we will sort things out.
Returning an Online Order to a Store
If you happen to live near one of our stores you have the option of returning your online purchase as long as the product is unopened and you have a copy of your packing slip.

I would like to return a gift that was sent to me. What do I do?

Nognz is very sorry that your gift did not work for you. Please call the nognz customer loyalty team at 1-877-996-9649 for assistance returning the item. They will need some information in order to pull up the account that the gift was purchased on. You will have to provide the purchaser’s phone number, first and last name, or email address.

Any gift item being returned will be refunded to the original purchaser’s method of payment; you cannot obtain a store credit for a returned gift item. However, we can definitely process a gift exchange for you for another item. Please call the nognz customer loyalty team at 1-800-927-7671 for assistance.

All returned products must be unopened and in the original packaging. 
Include a copy of your packing slip, and ship the items to: nognz order returns, 1517 Bellevue Avenue, West Vancouver, BC, V7V 1A6.

How long does it take for me to get a refund?

It may take 4-5 business days for your return to reach the nognz fulfillment center. Once it is received and inspected by the fulfillment center (usually within 72 hours of receipt), your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

Are there nognz gift certificates and/or gift cards?

We have gift certificates available instore or you can call us tollfree to purchase one. Call us at  1 877 99 NOGNZ (66469)

My email address has changed. How do I update this information to my current account?

You are welcome to update your e-mail address by logging in to your account online. The best way to do this is to take the following steps:
1. Visit the website and click on “My Account” in the upper right-hand corner.
2. Log in to your account by typing your previous e-mail address and password.
3. Once logged in, click on “Change Password” .
4. Type your new e-mail address.
5. Verify your “Current password” at the bottom and create a new password.
6. Click “Save” in the bottom right.
7. Your e-mail and password will be updated.

How do I unsubscribe from any of your mailing lists?

There are two quick and easy ways to unsubscribe from our mailing list.

Click on the unsubscribe link on the bottom of the email or call us at 1-877-996-6469 and one of our customer loyalty representatives will take care of your request over the phone.

How can I write a review on a product?

You can write a product review in 2 easy steps:
On any product page, go to the customer feedback tab. Once you click on that tab you will be able to rate the product on enjoyment and challenge and provide whatever information you would like. While you’re at it let the community know what other products you recommend.

How can I get assistance if I need it?

Two Quick and Easy Solutions – We’re Here to Help You!
Call the nognz customer loyalty team : 1-877-996-6469
Email the nognz customer loyalty team customerloyalty@nognz.com.
Nognz looks forward to helping you with your inquiry. We respond to email messages in the order that they are received, and we will respond to your email as quickly as possible.

What is your Privacy Policy?

We take your privacy very seriously. Please see our privacy policy.