Order & Shipping Policy

Effective Date: 01.01.2026

At Novathebrand, we are committed to processing and delivering your order as efficiently as possible. This Shipping & Order Policy explains how order processing, shipping, and delivery are handled when you place an order with us.

By placing an order on our website, you agree to the terms outlined below.

1. Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully authorized.

Please note:

• processing times may vary during promotional periods, holidays, or times of increased order volume
• orders are not processed on weekends or public holidays
• processing time and shipping time are separate timeframes

Once your order has shipped, you will receive a shipping confirmation email with tracking information, where available.

2. Estimated Delivery Times

Estimated delivery time is typically 3–7 business days, depending on destination and carrier performance.

Please note:

• delivery timeframes are estimates only and are not guaranteed
• delays may occasionally occur due to carrier issues, customs processing, weather conditions, peak shipping periods, or other circumstances outside our control
• once an order has been handed to the carrier, shipping progress is managed by the carrier network

We always do our best to ensure your order arrives as quickly as possible.

3. Fulfillment and Shipping Origin

To offer our curated selection and maintain availability across our collection, orders may be fulfilled through different logistics partners or fulfillment locations depending on the item ordered.

As a result:

• some shipments may travel through international transit routes
• tracking updates may occasionally be delayed while the package is in transit
• delivery timelines may vary depending on routing and carrier handling

For most U.S. customers, additional customs charges do not typically apply. However, if any duties, taxes, or import-related fees are assessed by the destination authority, those charges remain the responsibility of the customer.

4. Shipping Costs

Shipping costs, where applicable, are calculated and displayed at checkout based on factors such as:

• order weight
• destination
• selected shipping method

Shipping fees are non-refundable unless otherwise required by law.

5. Address Accuracy

Customers are responsible for ensuring that all shipping details entered at checkout are accurate and complete.

If you notice an error in your shipping address, please contact us as soon as possible. We will do our best to assist with corrections, but changes cannot be guaranteed once an order has entered processing or has been dispatched.

We are not responsible for:

• delays caused by incorrect or incomplete address information
• orders delivered to the address provided by the customer at checkout

6. Delivery Confirmation

Once a shipment has been marked as delivered by the carrier to the shipping address provided at checkout, responsibility for the package passes to the customer.

We are not responsible for:

• packages marked as delivered but later reported missing
• theft or loss after confirmed delivery
• delivery issues involving shared mailrooms, parcel lockers, reception desks, or apartment offices

If you believe there is a delivery issue, we recommend first contacting the carrier directly and then reaching out to our support team so we can assist where possible.

7. Lost, Stolen, or Delayed Packages

If your tracking shows that your package is still in transit, we kindly ask that you allow a little extra time for delivery before contacting support.

If your package is marked as delivered but cannot be located, we recommend:

• checking with neighbors, household members, building management, or reception staff
• contacting the shipping carrier to initiate a delivery investigation

Where necessary, we may request written confirmation from the carrier as part of any review.

8. Damaged Shipments

If your order arrives damaged, please contact us within 48 hours of delivery at support@novathebrand.com.

To help us review the issue quickly, please include:

• your order number
• clear photographs of the damaged packaging
• clear photographs of the damaged item

Failure to report damage within this timeframe may affect our ability to review or resolve the claim.

Where appropriate, a resolution may include a replacement, store credit, or refund, depending on the circumstances.

9. Refused or Unclaimed Shipments

If a shipment is refused, unclaimed, or returned due to failed delivery attempts, the customer may be responsible for:

• original shipping costs
• return shipping costs
• any carrier or customs-related charges incurred

Any refund issued in these situations may be reduced to reflect those costs.

10. Force Majeure

Novathebrand is not responsible for delays or failures in delivery caused by events beyond our reasonable control, including but not limited to:

• natural disasters
• carrier disruptions
• customs delays
• government actions
• labor disputes
• severe weather
• public health events

11. Contact Information

For shipping-related questions, please contact:

Novathebrand
Email: support@novathebrand.com