Shipping and Return

SHIPPING POLICY
WILL CALL
HANDLING POLICY
RETURN AND REPLACEMENT POLICY

 

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Shipping Policy

We ship standard delivery from our warehouse in Los Angeles, CA.

Deliveries occur Monday through Friday, excluding major holidays, and we do not deliver on weekends. All orders have a 1-2 day processing period, regardless of your selected shipping method.

  

SHIPPING CUT OFF TIMES:
To ensure we have enough time to ship your order, cut-off times is 2pm PST. Cuf-off times apply to in-stock items only.

 

SHIPPING OPTIONS:

Economy Shipping Flat Rate - $9.99
Shipping rates are designed to offer affordable delivery options for our customers. When this shiping method is chosen, Nova Rhinestone will ship your order via USPS, UPS, or FedEx. We reserve the right to determine which carrier will be used for your shipment. Some restrictions apply.

UPS or FEDEX
If this ground shipping method is chosen, your package will be shipped UPS or FEDEX. Additional fees may apply.

FEDEX 2-Day Air
Orders will be charged the live shipping rate for your location for a 2-business-day air shipping option. This is a live-rate shipping option for your location based on the weight of the materials ordered. If this 2-day air shipment option is chosen, all orders will be delivered in two (2) business days. If an order is shipped on a Friday using this method, it will not be delivered until the following Tuesday unless a federal holiday is observed. Cut-off time for all 2-Day Air is 2:00 PM PST.

Fedex Overnight (Standard)
When chosen, this live rate shipping option will be delivered the next business day by the end of the day. If an order is placed on Friday with this option, it will not arrive until the next business day (Monday, unless a federal holiday is observed, it will arrive the following business day). Cut-off time for all Standard Overnight is 2:00 PST. If you place an overnight order after the cut-off time on Thursday, your order may not reach you until the following Monday.

Pick-Up
Orders must be placed Monday-Friday before 2 PST

Tracking
Once your order has shipped or is ready for pickup, you will receive an email notification.

 

FREIGHT SHIPPING (Equipment and Packages):
NOVA ships most of the larger equipments and packages via freight truck line. Freight order over 150 lbs are charged a specific flat rate fee per item. This orders typically ship out in 7 - 10 business days. Tracking information and estimated delivery times are provided once freight order ships. Freight shipping items are noted on each specific item.

 

EUIPMENT, NON SUPPLIES, RESCTRICED SUPPLIES SHIPPING:
Due to Federal Transportation Regulations and individual carrier limitations, some products will have a specific shipping method listed under the “REMARK” section in product page. Listed shipping method will override any shipping method selected during checkout process and it will be up to the discretion of NOVA’s shipping department to combine shipping methods or not based on location, speed, nature of product. You may be entitled to request store credit by contacting our support team in the event that your shipping selection has been overridden up to 14 days after you receive your package.

 

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Shipping outside Contiguous USA:

 

Shipping to Alaska, Hawaii and Puerto Rico
Please visit our international shipping policy page.

Shipping to Canada
Please visit our international shipping policy page.

International Shipping
Please visit our international shipping policy page.

 

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Additional Shipping Information:

 

SPLIT SHIPPING & BACK ORDERS
Most of our products are in stock at at all locations. Swarovski and Clarus crystals orders are only fulfilled from the California warehouse. If an item is out of stock in a location, we will quickly ship from our nearest location and provide you a tracking number over email as soon as product ships. In the event that an item is in backorder and the order can not be filled, we will notify you to review on alternative options such as supplementary products or wait time for the item to be back in stock.

TRACKING NOTIFICATION
Please check your email to review the updated tracking numbers. An email tracking notification is sent from NOVA when your order ships. If you have questions about a shipping or tracking, please send an inquiry to our support team.     

DELIVERY INSURANCE POLICY
NOVA defaults to our shipping service provider for guarantees on delivery, once it leaves our warehouse it is out of our control and sometimes subject to delays due to various reasons like weather and misplacements. View the FEDEX and USPS guide & policies. All packages are insured by NOVA. If you have a problem with an order, please send an inquiry to our support team or call: 213-612-4412 during business hours.

 

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Will Call Policy

We welcome order for will call processing and pick up.

Houston Location doesn't offer Will Call and Store Pick Up anymore.

 

PICK UP TIME
LOS ANGELES, CALIFORNIA: Monday - Friday, 9am - 3pm, Pacific Time
Orders received from Friday 2 pm CST to Monday 11 am CST will not be available for pick up until Monday 12 pm CST.
Monday pick up may have a 30 minutes or more delay after you announce yourself with the receptionist.

SENDING SOMEONE ELSE FOR PICK UP?
Please be sure to add the name of the person picking up the goods when processing your order. An adult with a valid government ID will be required during pick up together with the printed proof of your order confirmation. Yes, we can look at your electronic device instead of the printed proof of order. ID copy will be made and stored with proof of pick up.

CARRIER PICK UP
Unfortunately, we currently do not allow customer’s carrier to pick up orders.

BANK APPROVAL NOTICE
In the event that your bank information does not match the information provided on your order, banks often place a temporary hold on your payment ranging from a few hours to days in some cases. Our fraud prevention department will try to contact you as soon as the alert is triggered in our system to expedite the release of the payment hold. If you suspect that your bank may not have your latest information in file, please contact your bank to verify your information is up to date. Please contact our support team if you want to be sure your order is not on hold. We are currently unable to alert customers if orders are on hold due to payment verification in between merchant services and banks.

 

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Handling Policy

We thank you for business with Nova. To ensure all orders are shipped in the time and precision expected by you, a mass volume order processing system has been implemented throughout all warehouses. Order can be placed over the web, phone, or purchase order over email. As soon as your order gets accepted by the system, an automatic email will generate confirming your order is being processed.  

 

ADDING ONTO OR CHANGING AN ORDER

Nova Rhinestone Depot processes orders efficiently to ensure your package ships on time. Once your order is marked as "Confirmed," no add-ons, changes, or corrections can be made, so please double-check details like widths, colors, and quantities in your cart before finalizing your purchase. If you wish to add items, you will need to place a separate order, which will be shipped independently based on the selected shipping option.

Nova Rhinestone Depot asks that you double-check the order in your cart and the shipping address to ensure everything is correct before placing the order. Once an order has been placed we are unable to make any changes or cancellations due to how fast we process orders.

 

INCORRECT ADDRESS

Nova Rhinestone Depot is not responsible for items that could not be shipped to their destination because of an incorrect or undeliverable address. If you have made an error in entering the Shipping Address, we ask that you reach out to Carriers and have it held at a location for easy pickup near you. This policy is not our preference, nor is it our first choice. The simplest solution to this problem is to carefully enter and review your address as you place your order.

Nova Rhinestone Depot does not change addresses on order.

 

DAMAGED / LOST / DELAYED PACKAGE

• Checking Orders - In the unlikely event of a missing or incorrect product, Nova Rhinestone Depot is not responsible for expedited shipping.  Please check your order within three (3) days of receiving it and contact Nova Rhinestone Depot immediately of any issues. If you are sheeting or converting our materials, Nova Rhinestone Depot is not responsible for any loss of materials. If you feel the material is short, please measure and contact us before you cut the material. 

• Goods Damaged in Transit - In the instance that goods are damaged or the order is incomplete, the package may be refused by the customer. All shipments are deemed to have been received in good order unless we are notified in writing within a period of three (3) days following the delivery of the goods.

• Packages Lost By Carrier - In the instance that goods are lost in transit, please notify Nova Rhinestone Depot within forty-eight (48) hours of the tracking being marked as delivered and/or determining it has been lost or stolen. Nova Rhinestone Depot will reach out to the carrier service for a trace on the package. After the trace is completed, which may take up to three (3) business days, Nova Rhinestone Depot will either replace the material or give in-store credit if deemed lost. Replacement of materials is not guaranteed and is at the sole discretion of Nova Rhinestone Depot. If materials are replaced, Nova Rhinestone Depot will have your items shipped to a carrier Access Point.

• Delayed Orders - If a delivery attempt is made any time within the delivery window and it is not delivered because the customer is not available or the business is closed, Nova Rhinestone Depot is not responsible for delays in the shipping commitment.

• Overnight Shipping - Nova Rhinestone Depot is not responsible for weather-related delays.

 

EXCLUSIONS / RESTRICTIONS

• Dropships Equipment - All equipment will be shipped out with an adult signature required at the time of delivery. Some equipment may have additional shipping charges. We do not offer returns or refunds on equipment, please see the returns policy.

 

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Return and Replacement Policy

RETURN POLICY

If your product was damaged during shipping, please call 213-612-4412 or send an inquiry to our support team. NOVA offers a 30 Day Limited Return Policy. This return policy applies to all or our in-stock supplies only unless otherwise specified on a particular product. (All returns must be authorized.)

Return are only accepted if the item has not been used, UNLESS authorized by a customer service representative in writing. Return shipping charges are customer’s responsibility unless a return is produced due to damage in transit, item received in error or incorrect item has been shipped. Original shipping charges will not be refunded or credited. Customer must contact NOVA within 30 days to request a refund. All refund after 30 days of product receipt are ONLY eligible for store credit. (All returns are subject to restocking fees.)

 

ITEMS THAT CAN NOT BE RETURNED

Custom made transfers
Custom length vinyl
Custom vinyl colors
Inkjet printers
Opened or Used products
Printed media and vinyls
Software, artwork, DVD (any content) and Downloadable content.
Special order equipment
Swarovski branded products

 

RESTOCKING FEE

Restocking fees for all supplies, equipments, kits and packages begin at 15% and are subject to increase dependent on the item, whether it has been used, the condition in which it is received, when the item was purchased. Shipping Fee are not refundable under any circumstances. Refund of Free Shipping Items will deduct the cost of postage used to send the order in addition of the above restocking fee. Due to processing, receiving and credit card fees a standard 5% restocking fee will be applied to all returns. Depending on the item, whether it has been used, the condition in which it is received, when the item was purchased, etc. this restocking fee is subject to increase. 

 

HOW TO PROCESS A REFUND?

Please call or email us within 30 days of receiving your order:

Phone: 213-612-4412
Send an inquiry to our Support Team

Please have the following information available:

Name and address on the order
Order number
Reason of return 
Preferred Action: Store Credit, Refund, Replacement or Exchange

Once your request is received by our support team we will issue a return authorization number and address where the items have to be shipped back to. If you do not get an email within 2 business days with this information, please contact us immediately. Once return has been authorized, you have 5 business days to ship out the return item. If the return is not received in 14 calendar days, you will need to request a new authorization number.

Package your return carefully with your return authorization number visible either on the shipping label or the box. We are not responsible for damages or lost packages during transit. Please insure and track your packages. Damaged products incur on additional restocking, no refunds will be provided if we do not receive your package. Your refund will be processed within 5 - 10 business days of receipt of your package on the original method of payment.