Frequently Asked Questions

Welcome to NOOR PRIME LLC. Here you'll find answers to common questions about ordering, payment, shipping, returns, products, and customer support.

General Questions

1. What is NOOR PRIME LLC?

NOOR PRIME LLC is an online store offering a selection of products across categories such as electronics, clothing, health & beauty, household items, accessories, and more.

2. Where do you ship?

We may ship to customers in multiple countries and regions. Available shipping destinations and shipping costs are displayed during checkout.

3. Are your products brand new?

Unless a product listing specifically states otherwise, products are intended to be new and unused.

Please review the individual product description for product-specific information.

Ordering

4. How do I place an order?

Simply:

  1. Choose the product you want.
  2. Select the available options, such as size or color.
  3. Add the product to your cart.
  4. Proceed to checkout.
  5. Enter your shipping and payment information.
  6. Review your order.
  7. Complete your purchase.

You will receive an order confirmation after your payment has been successfully processed.

5. Can I change or cancel my order?

Contact us as soon as possible if you need to change or cancel an order.

We will try to accommodate your request, but orders may be processed quickly. Once an order has entered fulfillment or shipping, cancellation or modification may no longer be possible.

6. Can I order multiple products?

Yes. You can purchase multiple products in the same order.

Please note that products may sometimes be shipped separately if they are fulfilled by different suppliers or warehouses.

7. I entered the wrong shipping address. What should I do?

Contact us immediately with your order number and the correct address.

If your order has not been processed or shipped, we will try to update the information. Once an order has shipped, changes may not be possible.

Payment

8. What payment methods do you accept?

Available payment methods are displayed during checkout.

Depending on your location, available options may include major credit cards, debit cards, digital wallets, or other supported payment methods.

9. Is my payment information secure?

Payments are processed through secure payment providers.

We generally do not directly store complete credit or debit card details on our own systems.

10. Why was my payment declined?

A payment may be declined because of:

  • Incorrect payment information
  • Insufficient funds
  • Bank restrictions
  • Security or fraud checks
  • Card expiration
  • Payment-provider restrictions

If your payment is declined, please check your payment details or contact your bank/payment provider.

Shipping & Delivery

11. How long does shipping take?

Shipping times vary depending on the destination, product, supplier, shipping method, carrier, and customs processing.

Typical delivery estimates may range from 7–35 business days, depending on the destination.

Please see our Shipping & Delivery Policy for more information.

12. When will my order be shipped?

Orders are normally processed within 1–5 business days after successful payment.

You will receive tracking information when it becomes available.

13. Will I receive a tracking number?

Yes. When tracking information is available, we will provide a tracking number through your order or shipping notification.

Please note that tracking information may take several days to become active after shipment.

14. Why is my tracking information not updating?

Tracking information may take some time to update after the package leaves the fulfillment facility.

International shipments may also have periods where tracking information does not change while the package is in transit or undergoing customs processing.

15. Why did my order arrive in separate packages?

Some products may be fulfilled by different suppliers or warehouses.

As a result, products from the same order may arrive separately and may have different tracking numbers.

16. Will I have to pay customs or import fees?

International orders may be subject to customs duties, import taxes, VAT, or other fees depending on the destination country.

Unless otherwise stated at checkout, customers are responsible for applicable customs or import charges.

AliExpress & Third-Party Fulfillment

17. Do you use third-party suppliers?

Some products may be fulfilled through third-party suppliers and international fulfillment partners.

This allows us to offer products from different suppliers and fulfillment locations.

18. Why does my package come from another country?

Products may be shipped from different warehouses or supplier locations depending on inventory and destination.

Therefore, the shipping origin may be different from the location of our business.

19. Can I contact the AliExpress supplier directly?

If you purchased the product through NOOR PRIME LLC, please contact our customer support team first.

We will assist you with questions about your order, delivery, returns, refunds, or product issues.

Returns & Refunds

20. Can I return my order?

Eligible products may generally be returned within 30 days of delivery, subject to our Refunds & Returns Policy and applicable law.

Products must meet the applicable return conditions.

21. What if I receive a damaged or defective product?

Contact us as soon as possible.

Please provide:

  • Your order number
  • Photos of the product
  • Photos of the packaging
  • A description of the problem
  • Video evidence where appropriate

We will review the issue and determine the appropriate resolution.

22. What if I receive the wrong product?

Contact us with your order number and clear photos of the product you received.

We will review the order and help determine the appropriate solution.

23. How long does a refund take?

Once an approved refund has been processed, the time it takes to appear in your account depends on your payment provider or financial institution.

24. Can I exchange an item?

An exchange may be available depending on the product, inventory, and reason for the request.

Contact our support team before sending anything back.

25. Where should I send my return?

Please do not send a return to an address shown on the package without contacting us first.

Return instructions and the appropriate return address will be provided after your return request has been reviewed and approved.

Products

26. Are product colors and images accurate?

We make reasonable efforts to display product images and colors accurately.

However, screen settings, lighting, photography, and manufacturing variations may cause minor differences between an image and the actual product.

27. Is product availability guaranteed?

Product availability can change due to inventory levels and supplier availability.

If an item becomes unavailable after you place an order, we will contact you regarding the available options.

28. How can I find product specifications?

Product specifications are provided on the individual product page whenever available.

If you need additional information about a product, contact our support team before placing your order.

Customer Support

29. How can I contact NOOR PRIME LLC?

You can contact us through the customer support/contact information provided on our website.

Please include your order number when contacting us about an existing order.

30. How quickly will you respond?

We aim to respond to customer inquiries as quickly as reasonably possible.

Response times may vary during weekends, holidays, promotions, and periods of high customer volume.

31. What information should I include when contacting support?

For order-related questions, please provide:

  • Full name
  • Order number
  • Email address used for the order
  • Product name
  • Description of the issue
  • Photos or video, if applicable

Providing complete information helps us resolve your request more efficiently.