BUY 2 ITEMS, GET AN EXTRA 10% OFF

BUY 3 ITEMS, GET AN EXTRA 15% OFF

BUY 4, GET AN EXTRA 20% OFF

Frequently Asked Questions

Frequently Asked Questions – NOVA Canada

1. What are your delivery times?

Our orders are processed within 0–2 business days. Delivery then takes approximately 5–10 business days. The total delivery time is therefore 5–12 business days from the date of purchase.

2. Do you offer free delivery?

Yes ✅ We offer free shipping on all orders within Canada and the United States.

3. How can I track my order?

Once your order has shipped, you will receive an email containing a tracking number to follow your package in real time.

4. Can I change my delivery address?

Yes — you can update your shipping address within 12 hours of placing your order by contacting our customer service team. After your order has shipped, changes are no longer possible.

5. Can I cancel my order?

You may cancel your order free of charge within 12 hours of purchase. After this period, your order will already be in process. You can wait to receive it and then request a return according to our Return and Refund Policy.

6. What is your return policy?

You have 30 days from the date of delivery to return an item.

Conditions:

Item must be unused and in perfect condition.
Item must be in its original packaging.
A valid proof of purchase is required.
Return shipping costs are the responsibility of the customer.

7. What items cannot be returned?

Gift cards and digital vouchers
Sale items (eligible for store credit only)

8. Do you offer exchanges?

No, we currently do not offer direct exchanges. If you need a different size or product, please place a new order and return the original item for a refund.

9. When will I receive my refund?

Once we receive and inspect your return, a refund will be issued to your original payment method. Refunds are processed within 2 business days, depending on your bank’s processing time.

10. What should I do if my package arrives damaged?

If your package arrives damaged, please contact us within 3 business days of delivery and include photos of the damaged items and packaging. We will promptly arrange a replacement, refund, or store credit.

11. How can I contact you?

We’re here to help. You can reach us during our business hours:

Business Hours (EST):
Monday – Friday: 9:00 AM – 6:00 PM
Saturday & Sunday: Closed

We aim to respond to all messages within 24 business hours.

Frequently Asked Questions