Dear customer,

Good day to you. You may have placed an order with us that was cancelled without notification. First, we’d like to deeply apologise for the inconvenience caused. Second, kindly let us explained. On these unfortunate occasions, Nano Japan is deeply troubled. The main reason for the cancellation that we only realised today (14-Feb) was Qoo10.my imposed a 10 days shipping deadline. It was up to 30 days before for group buy. However, without prior notification even to Nano Japan, they proceeded to cancel the “delayed orders”. We usually offered attractive deals because new shipment is coming but due to year end and CNY, some delays are expected. We contacted many of the buyers to advice of this delay and all are fine to wait since they were outstation and/ or it was...

... too good a deal to miss. So like you, they don’t mind. We were not given an opportunity to explain to Qoo10 CS, and Qoo10.my insisted to cancel your order with the explanation that we “delay” shipping. We are ready to ship but yet 1 Qoo10.my CS cancelled your order without yours and our approval. We feel upset and cannot apologise enough for what has happened. We’d like to assure you that Nano Japan remains a reputable seller and will aim to provide the best products and services with the best we can. If you have any further feedback, pls contact Qoo10 CS while we too are demanding a better explanation from them. Thank you.

Sincerely,
NANO JAPAN

Dear Customer,

Thank you for your purchase and kind patience.
We are still waiting for fresh shipment to arrive and please take note that NANO Collagen & NANO Royal Jelly are pre-order (PO) at the moment as per stated. We will ship out your order once the new shipment arrives. We seek your kind understanding and patience.

P/S: If you did not order any NANO Collagen & NANO Royal Jelly, please ignore this message.

Million thank you and have a pleasant day.

Sincerely,
NANO JAPAN

Dear Customer,

Good day to you. Please take note that our company doesn't operate during Saturday & Sunday (weekends) and public holiday. We apologise for any inconvenience caused. For those customers who have placed the order during this period, the order will be processed as soon as when warehouse re-open. Same goes for Airpak courier company.

Our operation hours will be from 9:30 AM to 5:30 PM (weekdays: Mon - Fri).

Thank you and have a pleasant day.

Sincerely,
NANO JAPAN

We’d like to inform that all dents are not exchangeable, returnable or refundable arising out of delivery. While every endeavour is taken to ensure every of our product is shipped in best condition & with the utmost care in packaging to protect the item, we're unable to guarantee that they will be 100% without any flaws in the external condition during the course of delivery and handling by 3rd-party (ie PosLaju/ GDEX/ Airpak/ SF Express).

We’d like to assure buyers that as the content such as NANO Collagen, NANO Detox, NANO Diet are 100% dry powder, any dents do not pose any contamination risks to the content inside. It’s unlike canned foods which contain liquid/ sauce/ paste that may react with exposed material.

While NANO JAPAN continue to hope meet the high expectations of all valued buyers, we seek reasonableness and warm understanding to continue serve u with the highest quality of products & at the most affordable prices that’s unbeatable! =D

Dear Customer,

Good day to you. As the Qoo10 and Gdex systems are not API, hence you need to open a new tab and logon to Gdex courier company to trace your parcel with tracking number provided to always get the most accuracy and latest update of your delivery accordingly. For your information, you will only get to receive the tracking number once your parcel is ready to collect :)

Website to track your parcel : www.gdexpress.com
Delivery company : Gdex
Tracking no : please check your order history/ record at "My Qoo10" (12 digits*)

Sincerely,
NANO JAPAN

- U are strongly advised to ensure that the user is not allergic to the product (ingredients) before placing any order.
- If the purchased product(s) is unsuitable to the intended user due to personal/medical/preferential reasons, we strongly recommend u to offer/gift the product to another person whom he/she will find suitable/ favorable to enjoy.
- Be sure u store your products in a cool, dry location.
- Food/drinks items should be consumed completed within 6-8 weeks upon the first opening.
The CURRENT Batch of FRESHNESS are:
1) NANO COLLAGEN: (PRE-ORDER ETA end of February)
2) NANO ROYAL JELLY: (OOS/ PRE-ORDER ETA middle of February)
3) NANO BIOGENIE: 20/02/2020
4) NANO DETOX: 01/08/2020
5) NANO DIET: 01/02/2021
6) NANO LACTO VV: 01/12/2020
7) NANO RESVERA: NO EXPIRY
8) NANO CARBOLITE: 24/10/2021

- As promotions and/ or prices can be campaigned by Qoo10 and/ or sponsors, NANO JAPAN cannot be responsible when buyers do not find themselves enjoying the promotions they had hoped for due to technical glitches, promo time-lapsed and/ or absence.
- NANO JAPAN is committed to provide the highest quality products that complies with foods safety standards and regulations recognized from around the world and local authorities.
- Mutual respect is appreciated. We reserve the right to protect our co-worker from abuse, malign and/ or unfounded accusation.
- Any feedback and/ or complains can be first sought/ made with us directly on e-mail.
- Prompt actions not limited to police report and legal recourse will be taken if inappropriate/ abusive speech/ actions are conducted.
- We deeply regret for any inconvenience caused and seek your appreciation for our continued dedication to make your online purchase experience with us a most pleasant one

- We are committed to ensure the accuracy, quality and condition of your ordered products.
- Delivery services are provided by third-party. Any queries/complains/feedbacks pertaining to the delivery services can be directed to them directly and conveniently online.
- When receiving your parcel from NANO JAPAN, please CHECK and ENSURE that 1) The box is printed with our logo NANO JAPAN 2) Description on the waybill/consignment note such as name, address, cart number matches your details 3) Securely strapped 4) No sign of opening, tempering, damages or wetness.
- In the unfortunate event that you found your order quantity incorrect, condition unsatisfactory, do not be alarmed. Keep the box or cut-out the original waybill, delivery consignment note and also the weight sticker, total 3 pieces. Contact us immediately Q&A for investigation to commence.
- Any claim of missing/ incorrect items after 3-days of successful delivery by AIRPAK WILL NOT BE ENTERTAINED.

- Please ensure that your FULL address, unit number postal code and contact number(s) MUST be clearly provided upon making your order.
- NANO JAPAN cannot be responsible for incorrect/ incomplete info provided and buyer will have to bear ALL costs of delivery, return and re-delivery.
- NO SPECIFIC DELIVERY DATE & TIME REQUEST WILL BE ENTERTAINED due to service not available by Airpak.
- Airpak is NOT OBLIGATED to call before arrival.
- In the event of of wrong delivery address, long-absence, request for return/ refund/ exchange will not be entertained.
- Buyers are to track OWN orders online with tracking no. provided and contact NANO JAPAN immediately if verification is needed.
- We deeply regret any inconvenience caused and seek your appreciation for our continued dedication to make your online purchase experience with us a most pleasant one.

- Like retailers, food, drinks, personal care products cannot be exchanged, returned nor refunded due to hygiene reasons.
- Reasons not limited to purchased by mistake, promotion overlooked, medical conditions, allergies, purchase in excess will not be entertained.
- Refund due to buyer long absence will not be accepted and will be submitted to Qoo10 for blacklist.
- Buyers are encouraged to ensure the ingredients are not allergic to the intended user before purchasing.
- In the unlikely event that a refund/ return is accepted, the original item(s) must be shipped back to our premise first for inspection of condition. NANO JAPAN reserves the right to refuse refund/ return if the condition is unacceptable and/ or item is purchased more than 3 months.
- Only if acceptable, 15% of the purchase amount plus 2-ways delivery fees will be deducted.