Frequently Asked Questions (FAQ)
How long does shipping take?
Orders are typically processed within 1 to 3 business days.
After processing, delivery usually takes 4 to 9 business days.
The estimated total delivery time is between 5 and 12 business days.
Once your order ships, you will receive a tracking number by email.
Do you offer free shipping?
Yes. We offer free standard shipping on all orders within the United States.
No minimum purchase is required.
How can I track my order?
Once your order has been shipped, you will receive a confirmation email containing your tracking information.
Please allow up to 48 hours for tracking updates to become available.
Can I cancel or change my order?
We begin processing orders quickly to ensure fast delivery.
If you need to cancel or modify your order, please contact us as soon as possible at support@novolli.com.
While we cannot guarantee changes after an order has been placed, we will do our best to assist you.
What is your return policy?
We offer a 30-day return policy.
To qualify for a return, items must be unused, in their original condition, and returned in their original packaging.
For complete details, please review our Return and Refund Policy.
When will I receive my refund?
Once your return has been received and inspected, approved refunds are typically processed within 10 business days.
Depending on your bank or payment provider, additional processing time may apply.
What payment methods do you accept?
We currently accept:
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Visa
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Mastercard
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Apple Pay
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Google Pay
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Maestro
Available payment methods may vary depending on your location.
Is my payment information secure?
Yes. Our website uses SSL encryption technology and secure payment processors to protect your personal and payment information.
We do not store your full credit card details.
Do you ship internationally?
At this time, we primarily serve customers within the United States.
If international shipping becomes available, eligible countries will be displayed during checkout.
What should I do if my package is lost or damaged?
If your package is lost, delayed, or arrives damaged, please contact us at support@novolli.com as soon as possible.
We will work with the shipping carrier to investigate the issue and help find a solution.
My tracking shows delivered, but I did not receive my package. What should I do?
First, please check with household members, neighbors, or your local carrier.
If you still cannot locate the package, contact us at support@novolli.com and we will assist you in reviewing the delivery details.
Do I need an account to place an order?
No. You may complete your purchase as a guest without creating an account.
Creating an account simply makes it easier to manage future orders.
How can I contact customer support?
You can contact our customer support team using the information below:
Email: support@novolli.com
Phone: +15186174362
Customer Service Hours:
Monday to Friday: 09:00 AM – 05:00 PM (EST)
We aim to respond to all inquiries within 1 to 2 business days.