Frequently Asked Questions
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General
Yes — all of our products are 100% vegan and cruelty-free. We never use animal-derived ingredients, and none of our products are tested on animals.
Shipping
Our average shipping times are 2-4 business days for orders within the US, and 6-12 business days for international shipping from the day your order is confirmed. Please note: due to high demand, our carrier is experiencing delays, and our shipping time may be extended. Orders are usually processed within 24 hours; after that period, your order cannot be changed. If your order was placed less than 24 hours ago, contact us immediately to make changes to your order. If you have not reached us in time, your order has already been sent to our automated production center, and we will not be able to change the shipping address. We recommend waiting until your order is shipped and contacting the shipping company, as they might be able to assist you with updating your address.
Thank you for your patience and support for our small business. If you've waited 2-3 weeks and still have not received your order, please contact us at team@novoses.com , and we will look into it as soon as possible. No worries, we will help you sort out any issues.
Customs delays and current world events may prolong shipping times.
You can easily track your order by following these steps:
- Go to our tracking page: Click on this link to access the order tracking page.
- Enter your email address: Make sure to use the same email address that was used to place the order.
- Enter your order number: Your order number can be found in the order confirmation email sent by Novoses. For example, your order number might look like "12345".
- Check your spam folder: If you did not receive an order confirmation email, please check your spam or junk folder.
Once you've entered your email and order number, you will be able to track the status of your order in real time.
If you purchased two or more different items, they may be dispatched at different times due to stock availability. In order to bring you some of the best prices available for the highest quality, we work directly with many artisans around the world. This means, occasionally, if you order multiple products from us, they may come in separate packages at different times within the delivery period. Don't worry, your other item will arrive shortly. You can track your package here.
If you would like to change or cancel your order and it has not been shipped yet, please email us at team@novoses.com as soon as possible. Our fulfillment center processes orders quickly, but we’ll do our best to process your request.
In most cases, these costs are already taken care of by the shipping carrier on your behalf. This means your order should arrive without you having to pay anything extra at delivery.
On rare occasions, depending on your country’s regulations, local customs may request additional information or a small payment before releasing the package. If that happens, our team and the carrier will assist you to make the process as smooth as possible.
If tracking appears stalled, check the official carrier page directly, if there’s no movement for 48+ hours or it stays on “Label created,” please
get it touch with us so we can escalate and make sure you get your order delivered as soon as possible.
Returns & Refunds
Simply reach out to us at team@novoses.com, and our team will provide you with all the details and step-by-step instructions to make your return quick and hassle-free.
You can return your order within 90 days from the date of delivery.
To request a refund, first ensure your purchase meets our refund policy criteria, typically within the last 90 days. Have your order details ready, and submit your refund request via our 'Contact Us' or 'Support' section on our website, or email our customer support directly. We'll review your request, which usually takes 1-2 business days, and if approved, process your refund to your original payment method. It may take up to 10 business days for the refund to appear in your account. For any questions or additional assistance, please contact our customer support team.
We accept returns for up to 90 days. Please note that our warehouses for returns are located in California or the Netherlands. Send us a message at team@novoses.com if you'd like to set up a return with us, and we will send you the return form.
Make sure you include your name/email used in the order or the order number so we can assist you. If there was a mistake made on our end (wrong color, wrong model, etc.) or the product is malfunctioning, we will correct this at no extra cost to you.
Please include a video of the product if you have a defective item, as in most cases, we can fix it with a few instructions. This will save you a lot of time and energy. Please send it to team@novoses.com.
View our full return and exchange policy.
