Frequently Asked Questions (FAQ)
ORDERS & PAYMENTS
1. What payment methods do you accept?
We accept major credit/debit cards (Visa, MasterCard, American Express, Discover), PayPal, and Apple Pay. All transactions are securely processed and encrypted.
2. Can I modify or cancel my order after placing it?
Orders can be changed or canceled within 12 hours of placement. Contact us at support@novalovo.com immediately. Once processing begins with our fulfillment center, we cannot make adjustments.
3. Will I receive an order confirmation?
Yes, an automated order confirmation email is sent immediately upon successful payment. If you do not see it, please check your spam/junk folder.
SHIPPING & DELIVERY
4. Where do you ship?
We ship to customers in the United States, United Kingdom, European Union (EEA), and select international destinations.
5. How long does shipping take?
- United States: 7–12 business days
- United Kingdom & EU: 8–15 business days
- Other International: 10–20 business days
Processing time takes an additional 1–3 business days prior to dispatch.
6. How can I track my package?
Once dispatched, you will receive a shipping confirmation email containing a tracking link and number.
7. Are there customs or import duties?
Import duties, taxes, and fees may apply to your order depending on your destination country and applicable customs regulations at the time of delivery. We recommend confirming current customs requirements with your local authority or postal service before ordering. We are not responsible for any customs charges imposed upon delivery.
8. What if my package is lost or delayed?
If your tracking shows no updates for over 7 business days, email us at support@novalovo.com and we will investigate with the shipping carrier.
RETURNS & REFUNDS
9. What is your return policy?
We offer a 30-day return window for U.S. customers and a mandatory 14-day statutory right of withdrawal for European Union residents. Items must be unused and in original packaging.
10. How do I start a return?
Email support@novalovo.com with your order number and photo/video evidence if applicable. Our support team will provide instructions and the authorized return address.
11. Do I have to ship returns to Wyoming?
No. Do NOT ship returns to our Wyoming registered agent address (30 N Gould St). Unauthorized returns sent to this address cannot be processed. Always wait for support instructions.
12. Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to a defective, damaged, or incorrect item sent by us.
13. How long do refunds take?
Once the returned item is inspected at our warehouse, approved refunds are issued to your original payment method within 5–10 business days.
PRODUCTS & STORE POLICIES
14. Are products shipped in separate packages?
If your order includes items sourced from different fulfillment hubs, items may arrive in separate packages with unique tracking numbers at no extra cost.
15. What should I do if my item arrives damaged?
Contact us within 7 days of delivery with photos or video showing the damage. We will dispatch a replacement or issue a full refund promptly.
16. Are your products authentic and safe?
All products offered by NOVALOVO LLC are thoroughly vetted with established manufacturing partners to meet quality, safety, and operational standards.
17. Does NOVALOVO collect sales tax?
Sales tax is collected at checkout where legally required by applicable state or jurisdictional tax authorities.
BUSINESS & CONTACT
18. Who operates NOVALOVO?
NOVALOVO is operated by NOVALOVO LLC, a registered U.S. business entity incorporated in Wyoming, United States.
19. How do I contact customer support?
You can reach our dedicated support team via email at support@novalovo.com or by filling out the form on our Contact Us page.
20. What are your customer support hours?
Our support team responds to inquiries Monday through Friday within 24–48 business hours.