Do we sell wholesale and to the public?

Yes, we wholesale goods to trade customers and sell goods to the public.

Is it safe to order online?

Yes, we use industry-standard 256-bit SSL encryption to protect your details. Sensitive information such as your name, address and card details are encrypted so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during the transfer. Security checks are also made on all payments to ensure the authenticity of each card payment. Nerva brands do not store any card details. All card details are securely handled and stored by Authorize.net which is a government-accredited and industry-recognised company.

What is 3D Secure?

The 3-D Secure protocol was developed by Visa to improve the security of Internet payments. The protocol is offered with the service name Verified by Visa. MasterCard has also adapted a similar protocol called MasterCard
SecureCode. Both are designed to allow authentication of cardholders by their Issuers at participating merchants. The objective is to benefit all participants by providing Issuers the ability to fully authenticate cardholders through the use of a password during Internet purchases, reducing the likelihood of fraudulent usage of Visa and MasterCard credit cards and improving overall transaction performance.

Can I collect my item from your facility?

Yes, please contact us via telephone or email to arrange a store collection. If you have already placed the order online please print off and bring along your order confirmation as we will require this as proof of purchase and identity. Your postage will be refunded upon collection. Due to insurance purposes, we have a policy of a minimum spend of $50 to qualify for pickups from our facility, and photo identification must be provided for first time customers. Please note, customers who fail to provide photo identification will not be able to collect goods.

What if I miss the delivery?

If a courier is unable to deliver your item, a card will be left and the courier will attempt to re-deliver on the following working day. Following this, if delivery is still unsuccessful, a card will be left and the goods returned to the depot where you can either collect the item or arrange a redelivery. Please note, although we recommend for the customer to contact the courier directly, if necessary, we can contact them on your behalf.

Can I select different billing and delivery addresses?

Yes, you can select an address for the billing information and a different address for the delivery information – such as a workplace. Please ensure that both addresses are entered correctly on the website.

I have lost my password?

No problem, just click on “your account” at the top of the website and enter your email address in the forgotten password section. Click on the “remind me” button and you will receive your password in the email account you used to set up your account.

I am having problems accessing my account?

If you are having difficulty logging in to your account, first check the details you are entering are correct. If the details are correct try restarting your browser. If that fails please do not hesitate to contact us via email at [email protected] or phone us on +1(662)770-1971

If your order is successful you will receive an automated email to confirm your order has been received and is being processed. This means the payment was successful, however if an item is not in stock or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will receive an email confirming your items have been dispatched.

We are happy to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible. If you have received your goods then we are happy to cancel or make changes in accordance with the US Distance Selling Regulations and our Returns Policy. More information on making a return can be found in the Customer Service Section, or in our dedicated Returns Section.

If an order has not arrived when you were expecting it, we recommend first checking the email account your NERVA BRANDS account is registered with. Any updates in status will be passed on via email as it is our primary method of contact. If you have not received any email updates, contact us on +1(662)770-1971 and we will follow up the progress of your delivery. This can take up to 24 hours but we will always be able to help. All of our shipments are insured to the necessary value.

If you have been sent the wrong item please follow the Returns Procedure and return it to us. We will send the correct item back out to you and reimburse any costs you may have incurred in sending the incorrect item back to us. If the item is out of stock, we will contact you to arrange an alternative option. A return slip can be found on the reverse of your invoice, please fill this out and include it in the return package.

Please see the Nerva Brands Returns Policy for details on how to return your item(s). A returns slip can be found on the reverse of you invoice, please fill this out and include it in the returned package.

After your return has been processed, as long as we have the exchange items in stock, you should receive them within 3 working days for US orders and 14 days for international orders. The overall expected time for an exchange can be up to 7 working days from us receiving the item.

Should you need to update your details, you can do so by logging in to your account. Upon logging in you will be directed to your account homepage where you can click on the “change details” link to open your personal details. Here you will be able to amend any of your details we have stored. Don’t forget to save your details by clicking the save button at the bottom of the page.

Do you have other questions?

Contact us on email [email protected] and we will get back to you as soon as possible.