Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
HOW CAN I CONTACT YOU?
We have a 24/7 live chat on the website or you can send an email to support@novalabcc.com.
HOW MUCH DOES DELIVERY COST?
We offer express shipping at a flat rate of $15.99 or standard shipping at $6.99 per order. If your order total exceeds $50, shipping is free.
WHICH PAYMENT METHODS DOES novalabcc.com ACCEPT?
We currently accept credit card payments and PayPal. If you would like to use a different payment method, we're happy to help!
Please contact us directly at support@novalabcc.com to arrange this.
IS IT SAFE TO SHOP ONLINE THROUGH support@novalabcc.com?
Absolutely! We use GeoTrust Secure Socket Layering (SSL), an encryption technology that ensures secure internet transmission of your personal information. We do not store credit card information or share your personal information with third parties.
However, if you still have concerns about placing your order, please contact support@novalabcc.com. We will then contact you with an alternative method for placing your order!
How can I change or cancel my order?
If you need to make changes to your order, please contact us at support@novalabcc.com within 8 hours of placing your order. We cannot make changes beyond this time.
What if I'm not home?
If you are not home, a new delivery will be made the next day, or the delivery partner will contact you to reschedule, depending on the country and delivery method you choose.
You may also need to go to your local post office to collect your package if it cannot be delivered to you.
How can I track my order?
When your order ships, we will send you an email with a tracking number. If you haven't received this email, please email support@novalabcc.com.
WHAT IS A PRE-ORDER ITEM? CAN I CANCEL MY PRE-ORDER?
A pre-order item is an item you order before we have it in stock. You can cancel until your order is processed. To cancel, you can email us at support@novalabcc.com.
I ORDERED AN AVAILABLE SET WITH A PRE-ORDER. WILL THESE BE SHIPPED SEPARATELY?
We will ship your order as soon as all items are available. If you would like to receive your available item before the pre-ordered one, please send us an email to support@novalabcc.com
WHAT ARE YOUR RETURN POLICY?
We offer a 14-day hassle-free return policy.
The item(s) must be in their original condition and the return label and hygiene seal must be present. The item(s) must not have been worn, washed, or altered in any way.
Unfortunately, we cannot accept returns that do not meet the above requirements.
novalabcc.com offers a full refund (item price excluding original shipping costs).
All returns can be sent to our returns warehouse in the United States.
How do I request a return?
Requesting a return has never been easier!
We offer a 14-day hassle-free return policy. To initiate a return, simply email us at support@novalabcc.com using the email address you used to process your order within 14 days of receiving your package.
Please note that we cannot refund the initial shipping costs for returned items unless the items are faulty. We also cannot refund the return shipping costs.
Once we receive the items, we will ship your new items or refund your money (item price excluding original shipping costs).
We cannot be held responsible for the loss of returned garments. We recommend using a registered mail service for returning goods and recording your tracking details.
What happens if the item I receive is damaged or faulty?
We work hard to ensure that all items sold are of the highest quality. However, if you have concerns about a faulty or damaged item, please email us at support@novalabcc.com so we can promptly investigate the matter for you!
We appreciate your patience and understanding while we resolve this issue together.
Thank you for your support!
*Please understand that business days do not include weekends or holidays such as New Year's Day, Martin Luther King Jr. Day, President's Day, Memorial Day, July 4th, Labor Day, Thanksgiving, and Christmas.