FAQ
Shipping, returns, how to use the products, and what we are (and are not). If your question is not here, write to us, we answer within one business day.
How long does shipping take?
Orders are processed within 1 to 3 business days and usually arrive in 7 to 15 business days to the United States, United Kingdom, Canada, Australia and the European Union. Add up to 5 business days around November to January and Chinese New Year. Every order is tracked. Full details in our Shipping Policy.
Is shipping free?
Tracked shipping is free on orders over $45. Orders under $45 ship for a flat $4.95. Bundles always ship free.
Will I pay customs or import tax?
For the UK, EU and Australia, VAT or GST is included at checkout so nothing further is due on delivery. For other countries, duties are collected at checkout where we can; where we cannot, your local customs may charge them before delivery.
How do I use the Nimbus Cap?
Keep it flat in the freezer, 15 minutes and it is ready. Slide it on, pull it over your eyes and lie back for 15 to 30 minutes. For gentle warmth, microwave it for 10 to 15 seconds and test on your wrist first. Wipe clean, refreeze, repeat.
Are these medical devices?
No. Nimbus Relief makes comfort products: cooling and warming wraps, masks, pillows and mats. They are not intended to diagnose, treat, cure or prevent any condition. If you have a medical condition, are pregnant, or have reduced skin sensation, ask your doctor before using cold or heat products.
What if it does not help me?
Every product comes with a 30-day money-back guarantee. Try it for 30 days from delivery. If it is not for you, email us with your order number and we refund the product price in full. See the Refund Policy.
What if it arrives damaged or leaks?
Send us a photo within 30 days of delivery and we ship a replacement at no cost. You do not need to return the damaged item.
How do I clean the products?
Gel products (cap, cold eye mask): wipe the gel with a damp cloth, hand wash the fabric cover, air dry. Knee pillow and acupressure mat: the covers are removable and machine washable on a gentle cycle. Warm eye mask: wipe the cover, keep the cable and USB plug dry.
Can I track my order?
Yes. You receive a tracking number by email as soon as your parcel ships, usually within 3 business days of ordering. The first scan can take 2 to 5 days to appear.
Where are you based, and where do orders ship from?
Nimbus Relief is an Israel-based brand. To keep prices low, orders are sent directly from our fulfilment partners' warehouses in Asia. That is why delivery takes longer than a domestic order, and why we say so before you buy.
Which payment methods do you accept?
Credit and debit cards and PayPal, through Shopify's secure checkout. Your card details never reach us.
Is there a discount for my first order?
Yes. Join our email list and we send you NIMBUS10, 10% off your first order. One code per customer.
