Below are the most common questions from Novellya customers. If your question isn't listed, our team is ready to help at: support@novellya.com
Is this website safe to shop on?
Yes. Novellya uses an SSL (Secure Socket Layer) certificate, a technology that encrypts all information entered on the site, ensuring security and privacy for your purchases. We only work with recognized and secure payment platforms. We never have access to your financial data at any time.
Do all orders come with tracking?
Yes. All orders shipped by Novellya include an international and domestic tracking number, allowing you to follow your package's full journey until delivery.
When will I receive my tracking number?
Your tracking number is automatically sent to your registered email within 3 business days after order processing. If you don't receive it within that timeframe, contact us with your order number, full name, and email used at checkout.
My tracking hasn't updated in a few days. Is that normal?
Yes. During international transit, it's common for tracking to go without updates for a few days. Once your item arrives in the US, new movements will be registered by the carrier. This does not mean there is a problem with your order.
How long will my order take to arrive?
The average delivery time is 7 to 15 business days after shipment. This period may vary due to carrier delays, US Customs inspection, strikes, weather conditions, or high-demand periods like Black Friday and Christmas.
Can I change my address after placing an order?
Address changes can only be requested within 24 hours of order confirmation. After that window, the address cannot be modified and the order cannot be cancelled, as it will already be in our logistics pipeline.
I wasn't home when delivery was attempted. What happens?
The carrier will typically make up to two delivery attempts. If unsuccessful, a notice may be left for pickup at the nearest post office or access point. If the package is returned to the sender, a new shipment will need to be requested and additional costs may apply.
I received a defective product. What should I do?
Contact us immediately via email with your order number, product name, and a short video showing the defect. After review, we will initiate the exchange or refund process in accordance with our Returns & Exchanges Policy.
How can I reach customer support?
Our support team is available exclusively via email: support@novellya.com
✔️ Produto adicionado com sucesso.
✔️ Produto adicionado com sucesso.
