Frequently Asked Questions - Treasure Nexus

FAQ

1. Do I need to have an account to order?

    No, you can also place an order as a guest. But, there are some perks if you have an account with us:

    • Quick checkout process
    • Easily view your order status and order history
    • Receive updates detailing our new releases and special promotions

     


    2. What payment methods do you accept?

      We accept all major credit cards (VISA, Mastercard, Discover, AMEX), GPay, Amazon Pay, etc. All transactions are processed with strict encryption protocols.

       


      3. How secure is my online order?

        When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

         


        4. Are there any exchange rates?

          All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

           


          5. How do I set my shipping address?

            Since our website and service is in English, all the information that you type in is required to be in English input method, including punctuation. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".

            Note: Please don't use PO Boxes for your addresses, as much as we value your privacy, courier deliveries require signature on delivery (i.e. DHL, etc.) and unfortunately they don't all deliver to PO Boxes. You will be liable for any redelivery charges if a package cannot be delivered on first attempt.  


            6. Can I change my shipping address after placing an order?

              Please be advised that your shipping address cannot be revised after the order has been processed or shipped. You do have up to 24 hours to update us on any mistaken address after placing the order, this is so that when we process the order (up to 5 days), we have the most up to date information. Kindly update your shipping address to your residential address instead of your vacation address as we do not know how long the destination's customs department will have the package on hold.

               


              7. How long does shipping take & how can I track my package?

              The delivery time estimates are stated on each product page as well as in our shipping policy page. Once the order has shipped, we will email your tracking number and tracking website. The courier services will update this information momentarily but please note there are sometimes a lag in tracking information being up to date which is out of our control. We are not responsible for delays caused by the customs department in your country.

               See Shipping Info for more information


              8. What Do I Do If I Have Missing Items In My Order?

              If something is still missing, please contact us immediately at hello@treasurenexus.com

               


              9. Where do my packages ship from?

              Depending on your location, we will match you with the closest global warehouse and dispatch teams. Our head office is located in Sydney Australia and orders are dispatched from our US, UK and Hong Kong warehouses.

               


              10. Will I have to pay international taxes and duties?

              Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

              Treasure Nexus cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

               

              If you still have any questions, please contact us directly at hello@treasurenexus.com.