Questions and answers
Everything people ask us most often, answered in full. If what you need is not here, a person replies to email within one business day.
Ordering
Placing an order
Do I need an account to order?
No. The checkout works as a guest, and you only need an email address so that we can send your confirmation and tracking. Nothing is stored beyond what is needed to fulfil the order.
What payment methods can I use?
You can pay by credit or debit card, Apple Pay, Google Pay or Link at the checkout. Link is Stripe's saved-details service, which fills your card and address in for you if you have used it before. Card details are entered on an encrypted page and handled by our payment processor, which is certified to PCI-DSS; we never see or store your full card number.
Is my payment secure?
Yes. The whole site runs over HTTPS with TLS encryption, and payments are processed by a PCI-DSS certified provider. Your card number never reaches our servers. We receive only a confirmation that the payment succeeded, the card type and the last four digits.
Can I change or cancel an order?
If it has not been dispatched yet, email us straight away with your order number and we will change or cancel it and refund you in full. Once it has been dispatched, use the prepaid return label in the box instead.
Delivery
Shipping and delivery
How much does shipping cost?
Nothing. Shipping is free on every order, with no minimum spend and no threshold to reach. There is no shipping charge added at checkout and no surcharge for larger or heavier items.
How long will my order take?
Four to six business days in total. Orders placed before 2:00 pm Mountain Time on a business day are picked and packed within one business day, and the carrier then takes three to five business days. Business days are Monday to Friday, excluding US public holidays.
Where do you ship to?
The United States only, to all fifty states and the District of Columbia. We do not ship internationally at this time, and we cannot send orders to freight forwarders or package consolidation addresses.
How do I track my order?
Every order ships tracked. We email you a tracking number when the parcel leaves our warehouse, and you can follow it at any time on the Track your order page. A number can take up to 24 hours to show its first carrier scan.
What if my parcel is late or lost?
Contact us if tracking has not moved for seven business days and we will open an enquiry with the carrier. If a parcel is confirmed lost we will send a replacement or refund you in full, whichever you prefer, at no cost to you.
Returns
Returns and refunds
How long do I have to return something?
Thirty-five days from the day your order is delivered, for any reason. The item should come back complete, with its parts and its original packaging. You can unpack it and handle it to decide whether it suits you; that does not affect the refund. Exchanges work the same way and share the same 35 days: email us what you would like instead, send the original back with the same prepaid label, and we ship the replacement free. You pay only the difference if the new item costs more, and we refund the difference if it costs less.
What does a return cost me?
Nothing. A prepaid return label is included in every box, so you do not need to ask for one or pay postage, and we charge no restocking fee. Fix it to the parcel, cover the original label and hand it to the carrier named on it.
When do I get my money back?
We issue the refund within seven days of your return reaching our warehouse, and email you when it has been sent. Your bank then takes its own time to post it, usually three to ten business days depending on the provider.
What if it arrives damaged or faulty?
Photograph the item as it arrived and email us within fourteen days. We will replace it or refund you in full, whichever you prefer, at our cost. This sits alongside the 35-day return window rather than replacing it.
The shop
Products and the company
Is anything in the range electric?
No. Everything we sell is operated by hand. Nothing plugs in, so there is no element to fail and no circuit board to replace. The catalogue is kept deliberately small, so that each listing can be described properly.
How do I look after glass and cast iron?
Care instructions are on every product page, under Care and cleaning. As a rule, borosilicate glass should not go on a hob or under a grill, and bare cast iron should be dried fully after use so it does not rust.
Where are the measurements on each product?
Product pages list the material, size and weight under Technical data, with the capacity wherever it applies, along with care instructions and what is included in the box.
Who are you, and how do I get in touch?
NYRAVEX HOLDINGS LC is a United States company registered in Wyoming, shipping from its own warehouse. Email support@nyravex.shop or call +1 307 500 3893, Monday to Friday, 9:00 am to 5:00 pm Mountain Time. We answer email within one business day. The registered address is 5830 E 2nd St, Ste 7000 #38332, Casper, Wyoming 82609, United States, and the warehouse and returns address is 745 N Foster Rd, Casper, Wyoming 82601, United States.
Still stuck
Ask us directly.
Email support@nyravex.shop or call +1 307 500 3893, Monday to Friday, 9:00 am to 5:00 pm Mountain Time. No chatbot and no ticket queue.
Contact us