Frequently asked questions

Every price on this site is in US Dollars and is charged in US Dollars. Sales tax is calculated at checkout from your shipping address and shown before you pay. All prices are shown and charged in US Dollars (USD).

It will appear as "NOX SUP" — not as the store name. We print this at checkout, on your order confirmation and here, because an unrecognised line on a statement is the single most common reason people dispute a charge they actually made. If you see something you do not recognise, contact support@shopnoxsupply.com or +1XXXXXXXXXX before contacting your bank; we can usually resolve it the same day.

No. Every order is a one-time purchase. We do not run a subscription, auto-ship, membership or negative-option programme, and nothing on this site will charge you again without a new order placed by you.

No. Your card number is entered into an encrypted field operated by a PCI DSS Level 1 certified card vault and is tokenised before it reaches us. We hold a token plus the card brand, last four digits, expiry and issuing country — enough to show you which card you used and to process a refund, and nothing more.

Because your bank checks the billing address against the one it holds for your card. If we sent your shipping address instead, valid cards would be declined. If you are shipping to a different place from where your card is registered, untick the box and enter both.

That is 3-D Secure — your bank confirming it is really you. It is the bank's check, not ours, and it shifts liability for fraudulent use away from you. Complete it in the window shown and the order continues automatically.

Standard is $9.50 and takes 3–5 business days — free on orders over $150.00. Express is $24.50 and takes 1–2 business days. Both ship tracked.

Not currently. We ship within the United States, including Alaska, Hawaii and US territories. Oversized items such as the Check-In 72 carry a carrier surcharge to Alaska, Hawaii and US territories, which is shown at checkout before you pay.

Check with neighbours and your building's mail room first, then contact us within 7 days. We reship or refund without waiting for the carrier's investigation to conclude.

Yes, if the order has not dispatched — contact us as quickly as you can. Once a parcel is with the carrier we cannot redirect it, but you can refuse delivery for a full refund.

Yes. Any piece can be returned within 45 days of delivery, used or unused, for a full refund. A bag has to be packed and carried to be judged, so a policy that only accepts unused returns is not really a policy. Marks from a trip are fine; we are not going to argue about a scuff.

No. We email a prepaid return label within one business day of your request. On a change-of-mind return your original outbound shipping charge is retained; if the return is due to a fault or an error of ours, that is refunded too.

We issue it within 3 business days of the carrier scanning your return. Your bank then typically posts it within a further 5–10 business days. Refunds always go back to the original payment method.

Yes. Sets are discounted against the individual prices, so a partial return is refunded at the set price less the individual price of what you keep. Return the whole set and you get the whole set price back.

Close, but not identical. Full-grain leather varies between hides and between batches — grain, marking and depth of colour all move. Every piece also darkens with light and handling, which is the vegetable tanning doing what it is supposed to do. If a piece arrives outside what you would call a reasonable variation, send it back and we will swap it.

No. Several pieces have a DWR finish or a PU-backed shell that sheds a shower, and the dopp kit has a welded seam-sealed lining so a bottle cannot leak out of it. Nothing with an exposed zip is waterproof, and we are not going to say otherwise on a product page.

Stitching and hardware for 10 years from delivery, against failure in normal use. It does not cover patina, darkening, stretch, surface marking or the fuzz a ballistic weave picks up from abrasion — that is the material behaving correctly. It does not cover impact damage to a hard shell caused by carrier handling; that is a claim against the airline.

Email us with a photograph and the code stamped on the hardware. If it is covered we ship the part or take the piece back for repair, at no charge. If it is not covered we quote the repair before any work starts — we would rather fix it than sell you another one.

Yes. Shoulder straps, wheels, feet, buckles and pen loops are all stocked. The straps and wheels are on the site; for anything else, email us with the code on the base or the hardware and we will invoice you for the part.

The Meridian Cabin 38 is 21.5 × 14 × 9 inches including wheels and handle, which clears the published carry-on allowance on the major US carriers at the time of writing. Allowances change and low-cost carriers are stricter — check yours before you fly rather than at the gate.