Terms of service
- Shipping & Returns Policy
- Last updated: September 6, 2026
- Thank you for shopping at Novoraa. This policy explains our order processing, shipping, delivery, and return procedures.
- Shipping Destinations
- Novoraa currently ships to customers in the United States and Canada. Available shipping methods and charges are displayed at checkout.
- Order Processing
- Orders are normally processed within 1–3 business days after payment confirmation.
- Business days are Monday through Friday, excluding public holidays. Processing time is separate from shipping time.
- Orders placed during holidays, promotions, or periods of high demand may require additional processing time.
- Estimated Delivery Time
- After your order has been processed and shipped, estimated delivery is:
- 6–15 business days
- Delivery estimates begin when the order is dispatched, not when it is placed. Delivery dates are estimates and cannot be guaranteed.
- Customs processing, severe weather, holidays, carrier delays, transportation disruptions, or incorrect address information may affect delivery.
- Shipping Charges
- Any applicable shipping charges are calculated and displayed at checkout before payment.
- Free-shipping promotions, when available, will be clearly displayed on our website or during checkout.
- Order Tracking
- When your order ships, you will receive a confirmation email containing tracking information, when available.
- Tracking information may take 2–5 business days to begin displaying updates.
- Multiple Packages
- Novoraa works with different suppliers and fulfillment locations. Products from the same order may arrive separately and at different times.
- You will not be charged additional shipping fees when an order is divided into multiple packages unless otherwise stated at checkout.
- Incorrect Shipping Addresses
- Customers are responsible for providing complete and accurate shipping information.
- Contact Novoraa.shop@gmail.com immediately if you notice an error. We cannot guarantee that an address can be changed after an order enters processing or shipping.
- If a package is returned because of an incorrect or incomplete address, the customer may be responsible for additional shipping costs.
- Order Changes and Cancellations
- To request an order change or cancellation, contact us as soon as possible at Novoraa.shop@gmail.com.
- We cannot guarantee changes or cancellations after an order has been processed or shipped.
- Customs and Import Charges
- Canadian orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by local authorities.
- Unless stated otherwise at checkout, these charges are not included in the product price or shipping fee and are the customer’s responsibility.
- Delayed or Lost Packages
- If we cannot ship an order within the stated timeframe, we will provide an updated estimate. Where required by law, customers may accept the delay or cancel the affected order for a refund.
- If tracking has not updated for an extended period or the order has not arrived after the estimated delivery window, contact Novoraa.shop@gmail.com with your order number.
- We will investigate the shipment with the carrier or fulfillment partner.
- Packages Marked as Delivered
- If tracking shows that your package was delivered but you cannot find it:
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Confirm the shipping address on your order.
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Check your mailbox, building reception, and safe delivery areas.
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Ask household members or neighbors whether they received it.
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Contact the shipping carrier.
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Allow up to 48 hours because some carriers update tracking before completing delivery.
- If the package remains missing, contact us within seven days of the recorded delivery date.
- Damaged or Incorrect Products
- If your product arrives damaged, defective, or different from what you ordered, contact Novoraa.shop@gmail.com as soon as possible and within 14 days of delivery.
- Please provide:
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Your order number.
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A description of the problem.
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Clear photographs or videos of the product.
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Photographs of the packaging and shipping label.
- Keep the product and its original packaging until we provide further instructions.
- 14-Day Return Policy
- You may request a return within 14 calendar days from the date your order is delivered.
- To qualify for a return, the product must:
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Be unused, unworn, and in its original condition.
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Include its original packaging, accessories, manuals, and labels.
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Show no signs of use, damage, washing, or alteration.
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Be accompanied by proof of purchase.
- To begin a return, email Novoraa.shop@gmail.com with your order number and reason for returning the product.
- Do not send a product to the address shown on its original package. We will provide the correct return instructions after approving the request. Products returned without prior authorization may not be accepted.
- Non-Returnable Products
- Unless defective or required by applicable law, we cannot accept returns for:
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Opened personal-care, hygiene, or cosmetic products.
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Intimate or sanitary products.
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Customized or personalized products.
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Perishable goods.
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Gift cards.
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Products marked as final sale.
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Products damaged through misuse or improper handling.
- Return Shipping Costs
- Customers are responsible for return shipping costs when returning an unwanted product or changing their minds.
- If the product is damaged, defective, or incorrect, Novoraa will provide an appropriate solution and cover reasonable return shipping costs where applicable.
- Original shipping charges are generally non-refundable unless the return results from our error or applicable law requires otherwise.
- Refunds
- Once we receive and inspect the returned product, we will notify you whether the refund has been approved.
- Approved refunds are issued to the original payment method. Please allow 5–10 business days after approval for the refund to appear, depending on your bank or payment provider.
- Novoraa is not responsible for delays caused by financial institutions.
- Exchanges
- The quickest way to exchange a product is to contact us at Novoraa.shop@gmail.com. Exchanges are subject to product availability.
- Contact Us
- For shipping, delivery, return, or refund questions, contact:
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Novoraa
Email: Novoraa.shop@gmail.com