FAQs - NexusLink


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I made a mistake. Can I change my order?

Email “orders@nexuslinkusa.com‘, subject line: URGENT. Include your Order Number and email address associated with the order you want cancelled. We’ll reply as soon as your status is confirmed.

What payment methods do you accept?

NexusLink accepts the following payments Visa, MasterCard, American Express, Discover, Diners, and JCB

I didn’t receive a confirmation email. What should I do?

Log in to your account and confirm the status of your order and the email address. If you are unable to access your account, contact us through NexusLinkUSA.com, or email: orders@nexuslinkusa.com.

What do I do if I never received my order?

 Log in to your account and confirm the status of your order and the email address. If you are unable to access your account, contact us through NexusLinkUSA.com, or email: orders@nexuslinkusa.com.

How do I track my order?

You can locate your tracking number from the email sent at the time of shipping or log in to your account and confirm the shipped status of your order with tracking. If you are unable to access your account, contact us through NexusLinkUSA.com, or email: orders@nexuslinkusa.com.

I've received an incorrect order. What should I do?

We apologize for mistake! Email us at order@nexuslinkusa.com, include the order number, and any important details. We’ll look into it and find a great solution.


How long will it take to receive my order?

Your order will be shipped in 1-3 business days and your delivery date will depend on which shipping method you chose at checkout.


Note: Due to the current COVID-19 pandemic, postal services are experiencing delays in shipping times. Please be patient with us as we all try to navigate difficult times.

How do I know if my order has been shipped? Can I track it?

We will email you with tracking as soon as it departs our location. You can follow your order with the tracking number on Fedex.com.

How much does shipping cost?

NexusLink offers free ground shipping within the US. Faster shipping is available at an additional charge.

Do you offer expedited shipping or order processing?

 You can choose which shipping method and cost, determined by the speed desired and the distance being shipped.

Do you ship internationally?
NexusLink currently ships to North America only, with shipments to Canada at the customer’s expense including any duties or fees if required.

Returns & Exchanges FAQs

What is your return/exchange policy?

If you’re looking to return your order for whatever reason, we’re here to help! We offer free returns within 30 days of purchase. You can return your product for a full refund to the original payment method- and we’ll cover shipping! 

Find out more in our return policy.

How do I initiate a refund or exchange?
  1. Login to our online store portal using the email address and order ID used to make the purchase. If you used Guest Cart, you’ll need only your email address and order number and you can start your return here.
  2. Choose the products you wish to return from your order, and then click the REFUND button at the bottom of the page. 
  3. Complete the form, including why you are returning it and any information that could help us improve your experience. Pictures are optional. When complete, click the Submit Request button at the bottom of the page. The status of your order will now show Refund Requested.
  4. You will receive a prepaid shipping label via email (within 0 to 4 hours). 
  5. Print the prepaid shipping label and attach it to your boxed return. Please use appropriately sized packaging and padding to ensure a safe return.  
  6. Last, drop it off or arrange a pickup by the carrier of the shipping label (usually USPS or FedEx).
What is needed for a return or exchange?
  • Proof of Purchase:
    • Only product purchased from the NexusLinkUSA.com store can be returned (Amazon purchases must go through Amazon).
  • Condition:
    • Both Returns and Exchanges need to be in new condition, including packaging, accessories (if any), and free from signs of wear or damage, and made within 30 days of purchase.

All returns and exchanges must be conducted through the store that sent the product.

My Account

I'm having trouble signing into my account. What should I do?

If you forgot or lost your password, you can create a new password here.


For any other account-related questions, please email us at store@nexuslinkusa.com.

Do I need to set up an account to make an order?

An account is not necessary to make an order. However, if you’d like to experience fast and easy checkouts, you can create your account here.

How do I reset my password?

You can update your password and other account details here

Is my personal information kept private?

Yes! Your privacy is important to us. To learn more, visit our privacy policy



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G.hn Powerline FAQs

Here are the most Frequently Asked Questions about G.hn Powerline Ethernet Adapters

G.hn Powerline (Wave 1/Wave 2) can reach up to 600 linear feet of power cable depending on the environment.

  • Yes, compared to older HPAV SISO technology, which did not cross phases, G.hn uses MIMO technology to cross phases efficiently.
  • Though HPAV2 MIMI also allows you to cross phases, G.hn plus LDPC/FEC Error Correction Technology maximizes real-world performance across electrical phases.

Yes, it can cross breaker panels, but there is going to be a significant drop in performance.

Wave 1:

  • Max PHY data rate (maximum theoretical throughput) = 1000Mbps (1Gbps)
  • Max Net data rate (available for application in ideal conditions)= 500Mbps
  • Guaranteed data rate (available in 90% of cases) =60Mbps
    • No Ground Wire = up to 80Mbps.
    • You can still cross phases without a ground wire, but there is a substantial drop in performance.
    • The greater the distances the lower the signal strength and a reduction in speed/performance can be anticipated.
  • NexusLink’s GCA-1200 Coax G.hn Adapter will out perform NexusLink’s Powerline Adapters when deployed on unused Coax.
  • Although you will still have a maximum performance of 600Mbps, the overall range is much farther.
  • Additionally, interference on an unused Coaxial line is likely to be much lower and much more predictable.
  • At extreme distances of 4,500 feet, the GCA-1200 can deliver 100Mbps.
  • Yes, low latency is a benefit of G.hn. The new powerline standard was designed to make the transmission of video packets as “efficient” as possible. In addition to leveraging technology such as FEC, G.hn uses a technique where transmission time slots are reserved before packets are sent, providing guaranteed bandwidth for QoS-sensitive applications such as video. Whereas in older technology, packets collide creating latency, jitter, and packet loss, all requiring retransmission, resulting in lower video performance (this is similar to the benefits of TDMA over CSMA technology).
  • G.hn’s paradigm allows video transmissions to be sent accurately the first time to ensure a high quality video experience versus the lag that occurs in video if signals are retransmitted multiple times (which is acceptable for transmission of data). 
  • Although you will still have a maximum performance of 600Mbps, the overall range is much farther.
  • Additionally, interference on an unused Coaxial line is likely to be much lower and much more predictable.
  • At extreme distances of 4,500 feet, the GCA-6000 can deliver 100Mbps.
  • You can still get great performance on an old wire depending on the environment.
  • If the wire is damaged or not up to “code,” it would be impossible to give an estimate on the performance across that power grid.
  • Yes. When in an Apartment environment, securing the devices is recommended. Node limit may still apply, depending on the design.
  • G.hn has innate architectural benefits related to reducing the impact of interference particularly when there are other competing transmission technologies within a single electrical transformer (there can be multiple homes within a single transformer),
  • Powerline interference can occur within the neighborhood of closely grouped single family homes, but it is especially troubling in living areas that are separated electrically only by an electric meter. (eg. in Apartments, Office Buildings, Condos, Hotels, Dormitories, etc.).
  • While “Neighbor Network” environments have become a challenge for older Powerline technologies, G.hn algorithms isolate neighboring networks achieving better performance and a more secure connection over older Powerline technologies.

Yes, G.hn Powerline will work with just two prong power grids, but you will not get the best performance available. If there is no ground wire, you can expect up to 80Mbps of performance.

Yes, if you login to the UI you can see the Phy rate (image below).

Through G.hn Powerline User Interface you can perform the following actions:

  1. Reboot the unit
  2. Check the Ethernet (LAN) interface connection speed, duplex, MAC, enable/disable
  3. Pull the statistics for the Powerline Adapter that is connected to the Gateway and see what the link rates of the other Powerline Adapters are to the device
  4. Identify if one adapter is having slow throughput
  5. Check the performance on G.hn links
  6. Ping Diagnostics
  • Yes, the G.hn technology can be used in either a residential or commercial environment and can support up to 16 nodes within a network.
  • G.hn’s industry-leading noise cancellation technology can filter out most interference generated by commercial machines.
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NexusLink's Response to Coronavirus (COVID-19) Please note: All of our services are still fully operational. We continue to monitor the situation daily while taking the necessary precautions to ensure the safety and well-being of our staff and manufacturing partners.