Shipping and Return

SHIPPING POLICY
WILL CALL
HANDLING POLICY
RETURN AND REPLACEMENT POLICY

 

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 Shipping Policy

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 Shipping Warehouses

•  Los Angeles, California
•  Houston, Texas

* Not all products are available on all warehouses. Please check ship from locations on individual items.

 

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Shipping Maps

 

STANDARD - First Class Mail:  2 - 3 days, Not guaranteed

 

 

EXPEDITED - Priority Mail:  1 - 3 days, Not guaranteed     

 

 

FEDEX Ground:  Guaranteed delivery dates, Rarely it may take 2 - 3 extra days to consolidate orders

  

 

 

FEDEX Ground - Expedited:  Guaranteed short delivery dates

        

  

 

 

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Shipping within Contiguous USA

 

** 14.99 / 19.99 Frat Rate Shipping - All other shipping method below are not available during the sale period **

 

STANDARD FLAT RATE SHIPPING (Supplies only):
All supplies are shipped for a nominal flat rate fee of $5.79. Orders are usually shipped within 1 business day. Average transit time of 1 - 3 days nationwide for 99% of orders in this class. It may rarely take up to 4 additional business days for delivery.  

 

ADDITIONAL SHIPPING OPTIONS:

“EXPEDITED”
Our most popular shipping method. 1 - 3 Business days delivery time verified for 99.5% of our expedited shipments. Please select this option for $10.79. Your order will usually ship the same business day (if ordered before 12pm CST)

“FEDEX Ground”
Business class delivery service but not in a rush? Please select this option for $12.99. Your in stock items will ship the same day guaranteed (if ordered before 12pm CST). Your order may ship from a farther warehouse to avoid shipping multiple packages. Shipping from a farther warehouse may add 2 - 3 business days on your regular FEDEX ground transit time table.

“FEDEX Ground Expedited”
Need your supplies fast on a specific date?, please select this option for $19.99 to get all the in-stock items shipped the same day guaranteed (if ordered before 12pm CST). This option allows us to send your in-stock items from the closest warehouse and make a separate shipment for the items we do not have immediately available. Items may arrive in multiple packages and multiple tracking numbers.

“FAST N FREE”
Available on selected products only, your shipping fee is free unless an upgrade is selected. It moves the same speed as our flat rate shipping option.

“FAST N FREE - EXPEDITED”
Same as “FAST N FREE” but it ships through the “EXPEDITED” shipping method.

 

EXPRESS SHIPPING OPTIONS:

“FEDEX Express 2nd day Air”
2 Business days. Order ships same day if ordered before 12pm CST, Available at realtime FEDEX Express rates based on weight and size.

“FEDEX Express Overnight”
1 Business day. Order ships same day if ordered before 12pm CST, Available at realtime FEDEX Express rates based on weight and size.

 

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, chat, fax, 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.  

 

CHANGES TO YOUR ORDER

Once your order is in process, changes can no longer be made. If you wish to cancel your order, there are fees that apply.

 

NEED TO ADD AN ITEM TO YOUR EXISTING ORDER?

Please hurry and place a new order with the shipping speed you require. We will provide store credit for those order you report our support team you have received in one package. Store credit request can be accepted up to 14 days after you have received your package.

We may not always be able to combine your multiple orders in a single package. This may not always be possible due to the high processing speeds in the warehouse. You may only know if you orders have been shipped together by checking if your multiple orders have been shipped under the same individual box tracking number. (Master tracking number for multiple box shipments does not apply). We are currently unable to automatically detect and issue store credits to orders that have shipped on a combined package.

 

COMBINED SHIPPING?

We will gladly combine your shipment if possible and provide you with store credit if you send a request to our support team in 14 days from package arrival time.

We may not always be able to combine your multiple orders in a single package. This may not always be possible due to the high processing speeds in the warehouse. You may only know if you orders have been shipped together by checking if your multiple orders have been shipped under the same individual box tracking number. (Master tracking number for multiple box shipments does not apply). We are currently unable to automatically detect and issue store credits to orders that have shipped on a combined package.

 

CHANGE YOUR SHIPPING ADDRESS

Once your order has been shipped, there is a $15 fee per package to update the address on any packages that are in transit to you. If you request to change your address before your order has been shipped there may be additional verification needed in order to continue processing your order. This process may not allow your order to be shipped in a timely manner. Please email, chat or fax our support team with the new address and recipient name. We unfortunately cannot accept verbal shipping address changes at this time.

 

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Return and Replacement Policy

 

ORDER INSPECTION POLICY

Due to the nature of the industry we work at, we realize that our customers rely on our products and shipments to produce time sensitive orders. NOVA’s shipping department has over 99.75% accuracy but sometimes something could be missing or a wrong item could be on your shipment. We make things right IMMEDIATELY and ALWAYS. We will reship the correct product via USPS Priority or USPS First Class. Our direct relationship with the sorting facilities make our packages to reach anywhere in the US in 2-3 business days in most cases. If an EXPRESS shipping method was selected on the original order, an EXPRESS method of shipping will be used to make your order right.

CUSTOMER MUST INSPECT PACKAGE WITHIN 48 HOURS OF RECEIPT.  This will allow enough time for you to receive the correct product quickly and avoid last minute delays on your own production. If your order has not been inspected and reported in 48 hours of the receipt of your order, we will correct any problem with your order up to 30 days from the receipt of your order by re-shipping the items via USPS. All claims received after 30 days of receipt will not be accepted by NOVA. We ALWAYS want to ensure our customers are satisfied. Please send an inquiry to our support team for shipping or transit times to our support team.

 

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.