FAQ


Due to the impact of the new coronavirus, all transportation has been delayed, logistics are updated very slowly and affected by government customs policies.

All security checks have become more stringent. We are doing our best to get in touch with the courier and get your package delivered immediately.

Please give it a few more days and notify us if it doesn’t arrive. We will also do everything on our end to track your package and ensure that it is delivered soon.

Q: How long does it take for an order to arrive during COVID19?

A: Once shipped, your order will arrive within the following shipping time, depending on how fast customs clearances take place and due to having multiple warehouses overseas.

Due to the impact of the new coronavirus, all transportation has been delayed, logistics are updated very slowly and affected by government customs policies.

 Country COVID19 Avg. Shipping Time
United States (4-6 weeks)
Canada (6-8 weeks)
Europe & Australia (6-8 weeks)
Rest of World (8-10 weeks)


Q: What are your refund & replacement policies?
A: If you received an item that is damaged or faulty we will happily replace the item at no additional cost to you. Please contact us within 48 hours after receiving yours.

We do not accept returns or refunds if customer changes their mind after receiving their order(s).

We can only offer you replacements at no additional cost if it falls under below criteria:

  • Items are faulty – damaged/broken or soiled upon arrival.
  • Parcels that are lost in transit.

Note: We will not be held liable to any loss or misroute parcels. Please ensure all the information you provided is correct before submitting your order to prevent losses in the mail or other mishaps from happening.

Q: Can I request a cancellation?

A: You may request a cancellation within 24 hours of purchase. Otherwiseyou will receive a partial refund as we have already started the shipping process. Please be sure to thoroughly read our descriptions and processing times.

Sale items
Only regular priced items may be refunded.
Sale items under $20 USD cannot be refunded.

Returns

To be eligible for a return, you have 15 calendar days after we delivered the item to request the return of it. Your item must be unused and in the same condition you received it. It must also be in the original packaging.

After the item(s) returned to us, we can do a partial or full refund, according to the item(s) that you returned. The return time can take up to 6 weeks.

The refund can take 3-10 days after the item(s) returned to our warehouse.
To return your item, you should mail it to: No.16, Xiasha No.5 Street, Jianggan District, Hangzhou, Zhejiang, China 310018

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs paid when you placed the order are non-refundable.

To request a return send us an email to: support@novaclout.com

Q: Do you ship internationally?
A: Yes. We ship worldwide.

Q: How do I track my package?
A: You can check on the status of your package at any time by going to the following link. You can also reach out to our customer support desk here to ask questions anytime.

Q: How long does it take for an order to arrive?

A: Once shipped, your order will arrive within the following shipping time, depending on how fast customs clearances take place and due to having multiple warehouses overseas.

 Country Avg. Shipping Time
United States 2 weeks
Canada 3 weeks
Europe & Australia 2-4 weeks
Rest of World 6 weeks

 

You’ll receive an email confirmation once your order has shipped. Feel free to email us to check on your order status. We're happy to help.