Shipping policy

  • Processing Time: 3–7 business days after payment verification (varies by supplier).
  • Note: This does not include shipping transit time (see below).

2. Shipping Methods & Delivery Times

Your order will be shipped via one of the following methods, depending on the supplier and destination:

Shipping Method

Delivery Time (After Processing)

Regions Served

Standard Shipping

15–30 business days

Worldwide

ePacket

10–20 business days

USA, Canada, Europe, AU/NZ

Expedited Shipping

7–15 business days

Select regions (extra fee)

Important:

  • Delivery times are estimates only and may vary due to customs, weather, or carrier delays.
  • Some items may ship separately if coming from different suppliers.

3. Shipping Costs

  • Free Shipping: Offered on all orders.
  • Paid Shipping: Applies to expedited options or heavy/bulky items. Calculated at checkout.

4. Tracking Your Order

  • You’ll receive a tracking number via email once your order ships.
  • Tracking updates may take 3–5 days to appear in the carrier’s system.
  • Check your order status here or contact us at hello@thenovanook.com for assistance.

5. Customs & Import Taxes

  • International orders may incur customs fees, taxes, or duties.
  • These charges are the customer’s responsibility and are not included in order totals.
  • We cannot predict or refund orders due to unpaid customs fees.

6. Lost or Stuck Packages

  • Lost in Transit: If your order hasn’t arrived after 40 business days, contact us for a resolution (refund or reshipment).
  • Held in Customs: Delays caused by customs are beyond our control. We’ll assist with documentation if needed.

7. Returns & Refunds

  • See our Return Policy for details.
  • Non-returnable: Customized, perishable, or intimate items (based on supplier rules).

8. Contact Us

For shipping questions, email hello@thenovanook.com or call 514-979-8851.