Returns and exchanges
WHAT IS YOUR RETURN AND EXCHANGE POLICY?
WHAT IS YOUR RETURN AND EXCHANGE POLICY?
We accept orders for return or exchange within 30 days from the date of purchase. Proof of purchase is required.
Your items must meet the following criteria:
- Items must be in new and unused condition.
- Items must not be washed.
- Items must be odorless.
- Items must have all original tags attached and intact.
- Items marked as “Final Sale”, are not eligible for return or exchange.
- Each order can only be exchanged up to 2 times. After that, it becomes final sale. No exceptions.
The refund or exchange will be processed upon the arrival of the item.
HOW DO I MAKE A RETURN OR EXCHANGE?
HOW DO I MAKE A RETURN OR EXCHANGE?
To initiate a return or exchange, please contact support@nexussportsmed.com with your proof of purchase.
ARE THERE RETURN & EXCHANGE FEES?
ARE THERE RETURN & EXCHANGE FEES?
There will be a $5 return shipping fee for domestic order returns. Return shipping label fees are waived for exchanges or store credit returns.
CAN I RETURN A FINAL SALE ITEM?
CAN I RETURN A FINAL SALE ITEM?
Final sale items are not eligible for returns or exchanges.
WHEN WILL I RECEIVE MY REFUND?
WHEN WILL I RECEIVE MY REFUND?
Refunds will be processed upon the arrival of the returned item. Please allow up to 7 business days for the funds to be credited back to your original payment method.
WHEN WILL I RECEIVE MY EXCHANGE?
WHEN WILL I RECEIVE MY EXCHANGE?
Exchanges will be processed upon the arrival of the returned item. You will receive shipment confirmation for the exchanged item via Nexus Support Team or our automated shipping platform.
DO YOU OFFER A TRADE IN PROGRAM?
DO YOU OFFER A TRADE IN PROGRAM?
No, we do not offer a trade in program to receive credits towards new products.
Product Warranty
WHAT IS YOUR PRODUCT WARRENTY?
WHAT IS YOUR PRODUCT WARRENTY?
Our products come with a 1-year manufacturer warranty.
Should a defect in the materials, craftsmanship, or failure in materials occur within the product warranty time frame, we will replace your product free of charge.
Any warranty claims must be made by the original purchaser within the time frame of the warranty. Warranty claim requests must include the product name and a complete description of the defect. Where possible, images of the defect should be included.
Once the claim is submitted, it will be determined if the product is deemed defective before approval of replacement.
Any form of altering the product will void the warranty.
To make a warranty claim, the original purchaser must contact support@nexussportsmed.com. Proof of purchase will be required.
HOW SHOULD I CARE FOR MY PRODUCTS?
HOW SHOULD I CARE FOR MY PRODUCTS?
If your kit is in Cordura Nylon, see the care instructions below:
- Use a sponge or damp cloth with clean, warm water to wipe the surface.
- Your urethane coated fabrics may be hand washed as needed using warm water and a mild detergent.
- Do not use bleach.
- These fabrics should be air dried.
- Do not iron or dry clean
If your kit is made of ECOPAK or X-Pac, see the care instructions below:
- Do not machine wash or tumble, this will cause delamination.
- Air dry only.
- Spot clean with a soft cloth or sponge and mild soap/water.
- Do NOT use bleach, solvents or other harsh chemicals.
Shipping and delivery
WHEN WILL MY ORDER BE FULFILLED AND SHIPPED?
WHEN WILL MY ORDER BE FULFILLED AND SHIPPED?
Orders are processed and shipped from California or Florida, Monday-Friday only, excluding holidays. Once processed, you will receive an email confirmation regarding your shipping details.
Processing Time: 1-3 business days.
Standard Shipping Transit Time: 1-7 business days. Times will vary depending on shipment origin and final destination.
DO YOU OFFER RUSH SHIPPING?
DO YOU OFFER RUSH SHIPPING?
Rush shipping methods are available. Please email support@nexussportsmed.com to receive a quote.
DO YOU OFFER INTERNATIONAL SHIPPING?
DO YOU OFFER INTERNATIONAL SHIPPING?
International shipping costs will vary in the country and location of the delivery address. To receive a shipping quote please utilize our online shipping quote system.
NOTE: Customs, duties, and taxes may be charged upon delivery. Nexus Sports Medicine does not cover the cost of international customs, duties, or taxes. International shipments are eligible for return or exchanges, shipping costs, customs, duties, taxes and fees are at the buyers’ expense.
WHAT IF MY PACKAGE IS LOST IN TRANSIT?
WHAT IF MY PACKAGE IS LOST IN TRANSIT?
If you feel that your shipment is lost in transit, please email support@nexussportsmed.com with your tracking number or order number. A replacement shipment will be sent after 14 days of inactivity from its last scan.
MY PACKAGE SHOWS DELIVERED BUT I DID NOT RECEIVE IT?
MY PACKAGE SHOWS DELIVERED BUT I DID NOT RECEIVE IT?
Occasionally, carriers will prematurely mark a package as delivered and it will show up a few days later. If it has not shown up within three (3) days of delivery confirmation, please contact us, so we may sort it out with the carrier.
WHY DIDN'T MY WHOLE ORDER SHIP AT ONCE?
WHY DIDN'T MY WHOLE ORDER SHIP AT ONCE?
DV2s and Fireflies are shipped from our California shipping distributor. All patches, accessories, and pouches are shipped from our Florida office. You will receive separate shipping confirmation and tracking numbers.
Purchase Orders & ORDER CHANGES
HOW DO I MAKE A PURCHASE ORDERS?
HOW DO I MAKE A PURCHASE ORDERS?
To make a purchase order, please contact Lauren at lauren.mayo@nexussportsmed.com. Please note that purchase orders require a minimum order of $250 and is restricted to specific colors.
HOW DO I MAKE A CHANGEs TO MY ORDER?
HOW DO I MAKE A CHANGEs TO MY ORDER?
If you notice a mistake with your order, such as an incorrect shipping address or the wrong item, please contact customer support at support@nexussportsmed.com as soon as possible. We will make every effort to resolve the issue before your order is shipped.
However, if the order has already been shipped, we are unable to make any changes. In such cases, please refer to our Return or Exchange Policy for guidance on how to proceed.
DO YOU OFFER INTERNATIONAL SHIPPING?
DO YOU OFFER INTERNATIONAL SHIPPING?
International shipping costs will vary in the country and location of the delivery address. To receive a shipping quote please utilize our online shipping quote system.
NOTE: Customs, duties, and taxes may be charged upon delivery. Nexus Sports Medicine does not cover the cost of international customs, duties, or taxes. International shipments are eligible for return or exchanges, shipping costs, customs, duties, taxes and fees are at the buyers’ expense.
Discounts
WHO IS ELIGIBLE FOR DISCOUNTS?
WHO IS ELIGIBLE FOR DISCOUNTS?
Any service member (active, reserve, retired, separated), athletic training students, and anyone that is affiliated/alumni with a partner organization. Please email Maria at maria.morrison@nexussportsmed.com with your proof of eligibility to receive your discount code.
I FORGOT TO APPLY MY DISCOUNT; CAN YOU HELP ME?
I FORGOT TO APPLY MY DISCOUNT; CAN YOU HELP ME?
Yes, we will apply the discount within 24 hours of the order being placed. Please email support@nexussportsmed.com with the email code that you wish to be applied.
PartnerShips
HOW CAN I BECOME A PARTNER PROGRAM WITH NEXUS?
HOW CAN I BECOME A PARTNER PROGRAM WITH NEXUS?
To become a program partner or affiliate partner, please email Maria Morrison and maria.morrison@nexussportsmed.com for more information. More information may be found under our “Partnerships” tap located at the top of the page.
General
WHAT IS NEXUS HOURS OF OPERATIONS?
WHAT IS NEXUS HOURS OF OPERATIONS?
Nexus Office Hours: Monday to Friday, 9AM to 5PM EST.
Emails will be responded to within 1 -3 business days and in the order they have been received.
California Distribution Center: Monday to Friday, 9AM to 5PM PST.
DOES NEXUS MAKE CUSTOM KITS?
DOES NEXUS MAKE CUSTOM KITS?
Unfortunately, we do not, but we are welcome to any feedback on things you would like to see us make.
CAN I HAVE MY KIT EMBROIDERED?
CAN I HAVE MY KIT EMBROIDERED?
No, we do not offer embroidery services. Any logo/name/organization customization can be done with the application of velcro patches on our velcro panels.