FAQ

Sign-in & Registration:


I cannot sign in to my account. What can I do?

To sign in to your account, please make sure you enter the correct registered email address (or Phone Number) and password. Your password is case sensitive, so please check if your keyboard's Caps Lock light is on and also make sure there are no extra blank spaces in the password. Other solutions may include:

1. Delete cookies or change your browser

2. Try the Password Retrieval process

3. If you encounter an error message saying, “Sorry, you are not authorized to sign into this account”, please contact our customer service team

Note: Check your email inbox. You may have missed important information regarding your account.

 


How do I register on NagaGo?

1. Click Sign in on the homepage or at the top right corner of any page

2. Enter your email address/password and personal information or sign in with your social account

3. Then you will jump to your account page, please complete your account and start shopping!

Note: Make sure you enter the correct email address and don't forget to check your junk or spam folder if you don't receive the verification email. Our system currently only recognizes characters from the English alphabet.

 


My account is unavailable. What can I do?

There are many reasons for your account to be unavailable, such as:

1. Self-deactivation. In this case, we suggest you register a new account

2. Deactivated due to trading rules violation

3. Due to security reasons, we temporarily locked your account to protect your information.

Note: Check your email inbox. You may have missed important information regarding your account.

 


I forgot the password, how to reset password?

1. Check if the keyboard's "Caps Lock" light is on as your password is case sensitive

2. Ensure you don't enter blank spaces before and after your password

3. If you forget your account password, please click "Forget Password" to reset

4. You will receive an email to reset the password.

Note: Make sure you enter the correct email address and don't forget to check your junk or spam folder if you don't receive any email.

 


How do I change my email address?

1. Go to "My Account", and click on "Account Information"

2. Check on "Change Email" option

3. Modify your current email to a new email that which you want to change to

4. Key in your account current password and click on save.

Refresh the page and now you will see your email has been changed.

 


How do I manage my shipping address(es)?

1. Go to "My Account", and click on "Address Book"

2. Add/Edit/Delete your shipping/billing addresses

3. Fill in your address information

4. "Save address"

 


How can I sell on NagaGo?

Register from your Account

1. Log into your account

2. Go to my account, click on "Become Seller"

3. Enter your "Shop URL"(Shop Name) and tick on "Do you want to become a seller/vendor?" 

4. Enter your shop information, shop address, and Settlement account information

5. "Save" your application and now you can sell on NagaGo Platform.

Note: Do remember to enter your contact information and Settlement account information for settling your order.

 

 

How do I change size, shipping address etc. of my order?

After you place the order, the order details (like color, size, shipping address etc.) cannot be changed.

If you placed order with wrong information, please contact the seller before the order is shipped out, and suggest seller to ship with correct information.

You can also cancel order before the order is shipped out. For how to cancel order, please refer to RMA system for more information.

If your package is already sent out, please contact local express company for this issue. Normally they will call the contact number shown on the parcel if the package cannot be delivered.

 


About Product:

 

How do I add products to Wish List?

To add a product as your favorite, please take below steps:
Step 1.Sign into your account
Step 2. Open product page
Step 3. Click 'Add to Wish List'

After that, you can check it in your wish list at any time.

 


How to add products to the shopping cart?

To add products to your Shopping Cart, please take below steps:
Step 1. Open a product page
Step 2. Select the product attribute (size, color, etc.) and the quantity, click 'Add to Cart'
Step 3. After that, you can go to Shopping Cart to check these products at any time.

Kindly note: You can add up to 100 items to your Shopping Cart.

 


How do I find a product?

1. Type the name of the product you’re looking for into the search bar. You can search for products by name or features, such as brand, artist, etc.

2. If you have not decided what product you would like to find, you can try to search for the product in the categories section or our promotion product list under the search bar.

3. Narrow your product search by using the advanced search tools.

Note: Detailed product information is displayed on the product details page. This information includes product specifications, seller information and buyer reviews.

 

 

About Orders:

 

How do I place an order?

Step 1. Search for the product name on the landing page;
Step 2. Find a product that you want (Filtering is supported);
Step 3. Confirm the product specifications and click on "Add to Cart".

Then place order from Cart, Please add the products to the Cart and place order from Shopping Cart.

 

What are supported shipping methods?

Currently, we have the following shipping methods:

1. Flat Rate, which is NagaGo default shipping express.

2. Free Shipping,

3. Store Pickup.

 


How to cancel my order?

Before payment: you can cancel order directly;

Order status is "Shipping in Progress”: need seller's approval for your cancellation request;

After goods sent out: cannot cancel order (you can reject/return the goods after it is delivered to you).

 


How to cancel an order? (For website page only)

Step 1: Go to "My Account"

Step 2: Go to "RMA"

Step 3: You can "Request New RMA" and select the order that you want to cancel/replace/refund

Step 4: Select a Resolution/quantity/reason for cancellation/replacement/refund, and then [Submit] the request

You’re highly suggested to contact seller to speed up your cancellation request.

If the seller does not respond to your cancellation request within 72 hours, please contact our customer service team.

If seller refused the request, please get in contact with the seller to reach an agreement (seller might have been preparing the shipment, thus, the cancellation will bring him/her loss).

Notes:

1. The order will be canceled automatically if seller fails to ship goods in due time.

2. If seller has sent goods out, but you haven’t received your order after delivery time is out, or you are not satisfied with the product you received, please get in touch with the seller first to try to come to a solution. If that doesn't work, you can apply for a refund by opening a dispute before the Buyer Protection has ended.

 

 

 


Contact Seller:

 

The seller doesn't respond to me. What should I do?

Due to different time zone and leap order volumes during shopping festivals, sellers maybe not reply in time. Hope you kindly understand this. Your patience on this is highly appreciated!

If a seller has not responded within a reasonable time frame, you can:

- Find another seller
If a seller has not responded within a reasonable time frame, we suggest you find another seller offering the same product.

- Cancel the order
Once you have raised a cancellation request in the system, the system will cancel your order once the order processing time has run out.

- Request for RMA

If you’re not satisfied with an order or it has not arrived, you can apply for a refund by opening an RMA. Please make sure you do this within 20 days after placing order.