Order Processing

All orders, regardless of shipping method or delivery address, may require 1–2 business days to process before shipping. Orders placed on Fridays, weekends, or holidays may not be processed until the next business day.

Processing times may be longer during peak periods, such as new product launches, limited promotions, or holidays.

If your order includes preordered or backordered items, all items, including those in stock, may be held to ship together. This could extend processing and shipping times. For transparency, the estimated ship date for any preordered or backordered is listed on the product page before purchase and in your order confirmation email.

Note: If your order includes a preordered or backordered item expected to ship after January 29, 2026 any in-stock items will be shipped separately as soon as possible.

Issue With Tracking Info

We're always happy to help, but we have access to the same tracking information as you. Please try to resolve issues with the carrier directly. If all else fails, please contact our support team directly for assistance at hello@nxgngoods.com.

International Shipping, Delivery, and VAT & Duties

Depending on your location and/or stock availability, orders may ship from Chicago, Illinois, or Hong Kong.

Delivery times and shipping fees for orders outside the US are calculated at checkout based on the destination. All orders shipped outside the US are sent via FedEx carrier* with duties and taxes prepaid (DDP), so no additional charges should be applied upon delivery.

*Orders shipped from Hong Kong to Hong Kong will be sent via SF Express carrier

Shipping Restrictions

We ship worldwide, but there are a few places we cannot currently ship to or have previously had trouble shipping to.

APOs & Military Bases: If you are an active service member stationed at an APO, we will try our very best to get your order to you. However, we are sometimes unable to support shipping to your location. If this is the case, we will offer a full refund.

Hotels & Temporary Addresses: We highly recommend not shipping your order to a hotel or temporary address, as it is not guaranteed that the item(s) will arrive on time or in a secure location. The delivery time stated on the tracking is an estimate and can still be subject to unexpected delays.

We are working to provide shipments to all countries and apologize for any inconvenience. Please check if we are sold near you through an authorized NXGN reseller.

Return Policy

Looking to return or exchange an order? No problem! Our easy 30-day return policy for everything (yes, everything) has you covered.

Any unused (no scuffs, scratches, or signs of wear), in-box (the original product box is intact, and any product accessories are still in the box) items can be returned within 30 days of the order’s delivery date for a refund, store credit, or exchange. Exchanges are not supported for orders outside the United States.

Your order’s original shipping fee is non-refundable. Any items that are used, customized, or not in their original box are not valid for return and will not be accepted. 

If you received the wrong item or want to return/exchange a damaged or defective product, please contact hello@nxgngoods.com.

United States

Returns for store credit or exchange are free, while refunds have a flat $5 fee. Once your return request is submitted, a QR code or prepaid return label will be provided for your convenience.

Start a Return or Exchange

1. Visit our Return Center with your order number and the email address associated with your order in hand.
2. Once your return/exchange request is submitted, you will receive a prepaid return shipping label that you can print or a QR code that you can show at the Happy Returns location to mail your item(s) back to us, as well as detailed return instructions.
3. Once we receive your return, please allow 1-2 business days for your refund or store credit to be issued. Please allow 3-7 business days for an exchange order to be processed unless you have chosen the Instant Exchange option. Please note the expected ship date on our website for any backordered items in your exchange order.

International

Return shipping is the customer's responsibility for orders outside the United States. A return shipping label is not provided for orders returned from outside the United States. We recommend mailing your return with a shipping method that includes a tracking service in case delays or exceptions occur with your return shipment.

Start a Return

1. Visit our Return Center with your order number and the email address associated with your order in hand.
2. Once your return request is submitted, you will receive detailed instructions for mailing your item(s) back to our warehouse located either in the United States or Hong Kong. At this time, customers outside of the United States are responsible for return shipping costs to our warehouse.
3. Once your return is delivered to our warehouse, please allow 3-7 business days for your refund or store credit to be issued. From there, it may take 3-7 business days for a refund to be processed and appear on your statement.

Refund Policy

The original shipping fee of an order is non-refundable, except in cases where we made a shipping error. Your refund will cover the value of the returned item(s) at the time of purchase, plus sales tax (if applied), minus any discounts that were applied to your order. Your refund will be issued to your order's original payment method once your returned items have been received, processed, and restocked at our warehouse. We cannot refund any payment method besides the original payment method used to place the order.

Exchange Policy

If you choose an exchange for your returned item(s), your new exchange order will be processed and shipped once your returned item(s) have been received at our warehouse, unless you are located in the United States and have chosen the Instant Exchange option before submitting your return. If you are owed a partial refund due to a price difference in your exchange order, please refer to the Refund Policy above. If there is a difference left to pay for the item(s) in your new exchange order, you will be asked to complete payment for the price difference before submitting your return request.

Use this checklist to ensure you have everything you need to complete your return or exchange. Then, head over to our online Return Center.

1. Have your order number and email address used to place the order ready.
   
2. There is no need to buy postage! Once your return is started in our Return Center, we will email you a QR code or prepaid return shipping label if you are inside the U.S. If you are outside the U.S., you will receive detailed return shipping instructions.
   
3. Package your return with either the original mailer or your own packaging.
   
4. If you live in the U.S., your return must be mailed with the provided return shipping label or QR code. Please do not combine multiple returns/orders into one package. Be sure to remove any old labels from your package!
   
5. Cross this off your To-Do list -- we'll take it from here! Your refund, store credit, or exchange will be processed within 1-7 business days.

START A RETURN

The Apple Find My app is a native app on Apple devices. To use the Apple Find My app to locate Ace Card, the latest version of iOS, iPadOS, or macOS is recommended.

The Apple Find My network is a crowdsourced network of a billion Apple devices that use secure Bluetooth technology to detect your missing items nearby and report their approximate location back to you, so you can find them. The entire interaction is end-to-end encrypted, anonymous, and is extremely data and battery-efficient.

The unique Bluetooth identifiers used to locate a device on the Find My network rotate frequently so users can’t be tracked from place to place and the Apple Find My network uses advanced encryption to ensure that no one else, not even Apple or Google, can view the location of your Ace Card.

‘Notify when left behind’ feature is on by default. You’ll then receive an alert when your Ace Card separates from your device

The Left Behind feature offers another method for preventing lost items. When enabled, the phone will sound a loud alert if it notices your Ace Card has been completely out of Bluetooth range of the phone for too long (between 5-15 minutes).

The Google Find My Device network is a crowdsourced network of a billion Google devices that use secure Bluetooth technology to detect your missing items nearby and report their approximate location back to you, so you can find them. The entire interaction is end-to-end encrypted, anonymous, and is extremely data and battery-efficient.

To use Google's Find My Device app to locate Ace, the device must be running Android 9 or later with Google Play Services installed Find My Device network requires location services and Bluetooth to be turned on. Requires cell service or internet connection. In certain countries the Find My Device app works only for or age-eligible users.

Open the Apple Find My or Google Find My app. This must be the native Apple or Google app. Make sure the Bluetooth of your phone is ON Tap to open the ‘Items’ tab Click on “Other supported item” Find the button on the device - press the on button "Ace logo on the card" twice. Your item will beep and the led light will blink twice. The app will detect your tracker and connect. Follow the in-app instructions to name and link this item to your ID. Tap on Finish.

Email us at hello@nxgngoods.com