F.A.Q.s

Frequently Asked Questions

1. How can I receive a villager from NookVillage?

First you need to make sure you have an open plot on your island for the villager to move in from the NookVillage staff's island.
Don't know if you have an open plot?
Read through this guide to kick a villager out and get an empty plot: 
Villager Moveout Guide
Once this step is complete order a villager through our website. You will receive an email with the instructions to get in touch with us, or you can check HERE. Fly to the island to meet one of the NookVillage staff, where you will be directed to the villager you ordered (it's usually in the only house you have access to). Speak with the villager to invite them to your island! The whole process usually takes less than 10 minutes.

 

1. Make sure you have an open plot on your island.

2. Purchase the villager you want through NookVillage.

3. Travel to our island using the Dodo Code we send you.

4. Follow our staff to the villager, where you will speak to them.

5. Ask the villager to "Come live on my island!".

6. Leave the island through the airport.

2. How do Island trips work, are there rules?

You will need to get in touch with us in one of our chat (CLICK HERE). Do NOT share the Dodo Code we sent you with anybody. Only one person can visit the island at the time. Take your time getting all the items, but please do not AFK or wait, we have many people waiting for an island trip. Note that bigger islands may take longer to get more items.

1. Set aside time for an Island Visit.

2. Purchase the Island Visit of your choice through NookVillage.com

3. Travel to our island using the Dodo Code we send you.

4. Take your time collecting, cataloging, and exploring the island!

5. Leave the island through the airport.

3. What should I do while I wait for my items?

First you should make sure there is space for us to drop the items you have purchased then you can do whatever you wish, just don't double message us on all our chat and, please, be patient we will get back to you as soon as possible. We will drop the items off in neat stacks outside the airport if you are not present.

4. How long does delivery take?

We, almost, always deliver in under 24 hours from the time you get in touch with us the first time, often much faster. However, during peak periods it may take a little longer. Our promise is to deliver in within 24 hours because we don't want to upset anyone, usually the delivery is done in much less. We will not refund anyone who doesn't have the patient to respect the orders of other customers nor our working hours, if you purchase outside our working hours you know that you need to wait to receive the products. Still we guarantee to everyone a 24 hours maximum delivery time, from the moment you get in touch with us.

OUR DELIVERING HOURS ARE FROM 9 am to 7 pm PST


5. Can I have an ETA?

We cannot provide an ETA on deliveries because it depends on how many customers in front of you reply to our messages and are ready to redeem their orders. We will send you a message when we are ready for you but, if you don't get back to us in a short period you will be moved again to the back of the queue and served when your turn will be available next.

6. Why can't delivery staff connect with me?

The most common problem that may delay your order is related to WiFi. Try giving us your Dodo Code on a stable WiFi network, mobile hotspots can help but poor connections will not allow us to visit your island. We'll not refund in the event none of our staff can connect! But we will try again and again until your order is delivered.

7. Why when I ordered Bells did I get Gold Nuggets?

In order to save time on delivery we deliver Gold Nuggets instead of Bells. By selling to Timmy and Tommy INSIDE the store you will get 300,000 Bells per 30 Gold Nuggets.

8. I changed my mind, can I get a refund?

No, we do not refund based on I changed my mind, as the time we spend to address to you any concern is part of the price you pay, you do not pay for items, you pay for a service and it is extremely inconvenient for us to refund everyone who is not aware of what are they purchasing. So, our policy is, we refund ONLY in case there is some problem from our side where we cannot deliver what we are supposed to. Make sure you are aware of what are you purchasing before placing an order, you can ask our staff in case you have any doubt.

9. I have trouble paying... what can I do?

To process payment we use both PayPal and Stripe, in order to keep our customers safe, but, sometimes, the banks and institution does not accept Stripe, in order to avoid issues with your payments, please, follow this simple steps. Select PayPal (even if you don't have an account) and Pay as a guest with your card, you don't need to register any account with PayPal, you can just pay once.
No extra commissions are applied to our payments methods.