Anyone having issues with an international order?

I ordered on March 4. They shipped on March 10. It seems the package arrived to the country on March 11, but hasn’t moved since then. Support doesn’t seem to know what’s happening, and not sure how much time it will take to get a refund.

Tip: if Mercado Libre is available in you country, buy there instead from the official Nothing store (if also available in your country). I did that, and the phone arrived in 2 days. Phone 3a and 3a Pro were available to buy in Mercado Libre around a week after released in Nothing’s Website.

Related discussions

I (pre) ordered Nothing (3a) on 20th March 2025 and the shipping mentioned “from” 22nd March 2025. Received order confirmation on 23th March. Waited for 2 days on delivery date and only then noticed this is totally new model release and its “pre-order”. While checking the website and my order confirmation, I realized the limited pre-order gifts is on “first-come, first-serve basis.” And the email on order confirmation did not mention if the gifts are included.

I’ve sent 4 emails to support ([nothing@sah.capital](mailto:nothing@sah.capital)) to confirm if the free gifts are included as I would like to cancel if not included.
Reason: Malaysia local telco provider (Yes!) https://www.yes.my/devices/
providing same price phone with free gift now. I can buy directly with the free gift right now and with the desired data plan included.

But Nothing is holding my order in ransom with no replies if the free gift is included (i dont mind waiting for delivery delay). If they can confirm if no free gift, i can just cancel and buy direct RIGHT NOW with preferred data plan.

The devices at my places are being sold out with very few stocks remaining. Very frustrating with lack of clarity, im waiting for a reply. Anyone know any contact of the customer support service or where to escalate on

1. order confirmation
2. cancel and refund process (if telco device out of stock and if online order no free gift)- since they havent even confirm delivery.
3. if can change variant White to Blue or Black with pre-order free gift intact?

-Muvan
First time Nothing Customer.
Still Nothing from Customer Service.

    Muv Hey
    If the free gift was included it would be on your order confirmation as an additional product

      Mr Steel locked the discussion .
      Derren changed the title to Phone (3a) Series | Order Confirmation/Delays .
      Derren unlocked the discussion .
      Merged 5 posts from Nothing (3a) Order Confirmation issues.

      Muv

      Can anyone share or confirm their

      1. pre-ordered email confirmation from nothing did (not) include itemization of free gift (Buds, case, extended warranty etc]?
      2. Did you actually receive the free gift but just not included in the confirmation email reply?
      3. Also, is the download invoice link working? Mine giving “bad request error”

      Advice and experience sharing appreciated.

      • Muv replied to this.

          Muv , I’ve had a bad experience with Support too. I wish you luck. Try with the Support contact form at https://nothing.tech/pages/contact-support if you haven’t yet. It will create a Support ticket and they’ll contact you in 1-2 days as per my experience. Then, they also reply in 1-2 days when you have more comments/questions, but they don’t actually answer any question, and only provide copy/paste apologies and non-answers.

              I escalated my email to another 2 different emails (retail distributor channel) and finally got a response 2 days ago (after sending 6 emails to same support (nothing@sah.capital) over 2 weeks).

              Apparently my email went into their junk. I just sent my request to confirm if can change my order variant Colour and if the free gift included as promised. And if all is good, asked them to issue invoice (online view invoice not working) or else cancel order and refund.

              By the way the email I sent from is my personal Gmail same as registed when placing order. Curious how company cannot whitelist a registered customer email as valid. Will share update.

              I located and went to Malaysia physical office, the staff confirmed my preorder (before 21.03.2025) under “tier 2” Shipping and will include free gift. But in this thread mod saying no gift if not stated in the email confirmation. That’s why clear confirmation is important, black and white what I will get. I dont want to accept shipping for something I don’t want and go through return and refund.

              Will share update how the customer service responds further.

              UPDATE: 11/04/2025 (Apparently forum does not allow consecutive replies)

              Muv
              Finally got my Phone (3a)
              Besides the no response for 2 weeks (apparently my emails went into junk folder)
              Once I got the reply, my request to
              - change from White to Black
              - confirm the pre-order free gifts (4) items or cancel and refund

              was expedited quite fast. They confirmed the 4 items, changed to Black and delivered within days.
              Customer service overall, although delayed, but accommodated to my requests excellently.

              The only catch now is, anyone out there pre-ordered (should be before 21.03.2025) have any documentation of 1+1 year warranty and screen crack warranty?
              I do not see it in email confirmation. Forum Mod was misleading that free gift not included if not in Nothing Order confirmation auto-reply. Its included but not in their auto-reply.

              also is everyone have same error when trying to download PDF invoice?