How Can We Help?
Whether you have a question about our products, your order, delivery, or returns, you'll find the answers to our most frequently asked questions below. Choose a category to quickly find what you're looking for.
Questions? Select a category
Frequently Asked
Orders
Shipping & Delivery
Returns & Exchanges
Where does Numora ship?
We currently ship exclusively within Canada. Every order includes tracked shipping, so you can follow your package all the way to your door.
Which payment methods can I use?
Shopping with Numora should always feel easy and secure. You can pay with American Express, Apple Pay, Google Pay, Maestro, Mastercard, Shop Pay and Visa. All payments are securely processed to keep your information protected.
How long will my order take to arrive?
Orders are typically processed within 1 to 3 working days. After dispatch, delivery usually takes 7 to 14 working days. You can generally expect your order to arrive within approximately 8 to 17 working days from the date you place your order.
Do you offer free shipping?
Yes. We currently offer free shipping on all orders across Canada.
Where does Numora ship?
Numora currently ships exclusively within Canada.
How can I track my order?
Once your order has been dispatched, you'll receive a shipping confirmation email with your tracking information.
Click here to track your order
Please allow some time for your tracking information to become available after dispatch.
Can I change my shipping address?
If your order has not yet been processed, we may still be able to update your shipping address. Contact us as soon as possible at info@bynumora.com with your order number and the correct address.
Can I cancel my order?
If your order has not yet been processed for shipment, we may still be able to cancel it. Contact us as soon as possible at info@bynumora.com with your order number.
Once your order has been processed or dispatched, cancellation is no longer possible.
What is your return policy?
You can request a return within 30 days of delivery, provided your item meets our return conditions.
All approved returns must be sent to our overseas return warehouse, and return shipping costs are the responsibility of the customer.
How do I know if my order was placed successfully?
Once your order has been successfully placed, you'll receive an order confirmation by email.
If you haven't received it, please check your spam or junk folder. If you still can't find it, contact us at info@bynumora.com and we'll be happy to check your order.
How long does it take to process my order?
Orders are typically processed and dispatched within 1 to 3 working days.
Once your order has been dispatched, you'll receive a shipping confirmation email with your tracking information.
Can I make changes to my order?
We begin preparing orders shortly after they are placed, so please contact us as soon as possible if you need to make a change.
If your order has not yet been processed, we'll do our best to make the requested change. Once processing has begun, changes may no longer be possible.
Can I change my shipping address?
Please contact us as soon as possible at info@bynumora.com with your order number and the correct shipping address.
If your order has not yet been processed, we'll do our best to update it. Once your order has been processed or dispatched, we cannot guarantee that changes can still be made.
Can I cancel my order?
Please contact us as soon as possible at info@bynumora.com if you would like to cancel your order.
We may be able to cancel it if it has not yet been processed for shipment. Once your order has been processed or dispatched, it can no longer be cancelled.
What should I do if I entered the wrong address?
Contact us immediately at info@bynumora.com with your order number and the correct shipping address.
We'll do our best to update it before your order is processed. Please note that customers are responsible for providing complete and accurate shipping information at checkout.
How long does delivery take?
After your order has been dispatched, delivery usually takes 7 to 14 working days.
Including processing time, you can generally expect your order to arrive within approximately 8 to 17 working days from the date you place your order.
How can I track my order?
Once your order is on its way, you'll receive a shipping confirmation email with your tracking information.
Click here to track your order
Tracking information may take some time to become available after your order has been dispatched.
Who will deliver my order?
Depending on your location in Canada, the final stage of your delivery may be handled by Canada Post or one of our local delivery partners.
Why hasn't my tracking information updated?
Tracking information is provided by the carrier and may not always update immediately.
If there hasn't been an update for an extended period and your expected delivery timeframe has passed, please contact us at info@bynumora.com and we'll look into it for you.
What should I do if my order is delayed?
Occasional delays can occur due to customs processing, increased carrier demand, severe weather, or circumstances outside our control.
Please check your tracking information for the latest update. If your expected delivery timeframe has passed without a new update, contact us and we'll be happy to look into it.
My tracking says delivered, but I haven't received my order.
Please check your mailbox, around your property, any safe delivery locations, and with neighbours or other members of your household.
Carriers may occasionally mark a parcel as delivered before it physically arrives. We recommend allowing up to 2 working days after the delivery scan.
If your order still hasn't arrived after this period, contact us at info@bynumora.com with your order number and we'll investigate the delivery.
What happens if my parcel is lost in transit?
If you believe your parcel has been lost, please contact us within 7 days of the estimated delivery date.
We'll review the situation and, where necessary, open an investigation with the carrier. Depending on the outcome, a replacement or refund may be provided where applicable.
What happens if I don't collect my parcel?
If your parcel is returned because it wasn't collected from the carrier or pickup location, additional costs may apply.
Where applicable, the original shipping costs, return shipping costs, and a 6% return handling fee may be deducted from your refund.
What happens if my parcel cannot be delivered?
If your parcel cannot be delivered because of an incorrect or incomplete address provided at checkout, it may be returned to us.
Where applicable, the original shipping costs, return shipping costs, and a 6% return handling fee may be deducted from your refund.
What is your return policy?
You can request a return within 30 days of delivery.
To qualify for a return, your item must be unused, in its original condition, and returned with all original packaging, tags, and accessories.
Please contact us before sending your return.
How do I start a return?
Contact us at info@bynumora.com with your order number and the reason for your return.
Once your return request has been reviewed and approved, our customer care team will provide you with the correct return address and instructions.
Please do not send your return before receiving approval and return instructions from our team.
Where should I send my return?
All approved returns must be sent to our overseas return warehouse. Numora does not currently have a local return facility in Canada.
The correct return address will be provided once your return request has been approved.
Please do not send your return to the address shown on the original package, as this may not be our designated return address.
Do I have to pay for return shipping?
Yes. Return shipping costs are the responsibility of the customer.
As all returns must be sent to our overseas return warehouse, international return shipping costs may be higher than standard domestic shipping rates.
Can I exchange my order?
Exchanges may be available depending on product availability.
Please contact us at info@bynumora.com with your order number, the reason for your exchange, and the item you would like to receive instead.
Our customer care team will let you know whether the requested exchange is available and provide you with further instructions.
What should I do if my order arrives damaged?
Please contact us within 48 hours of delivery at info@bynumora.com.
Include your order number and clear photos of the item and packaging. Our customer care team will review the issue and help find an appropriate solution as quickly as possible.
What should I do if I received the wrong item?
Please contact us within 48 hours of delivery at info@bynumora.com.
Include your order number and clear photos of the item you received. We'll review the issue and help resolve it as quickly as possible.
When will I receive my refund?
Once your return has arrived at our overseas return warehouse, it will be inspected to ensure it meets our return conditions.
If approved, your refund will be issued to your original payment method within 5 to 10 working days.
Your bank or payment provider may require additional processing time before the refund appears in your account.