NOVANO USA (“we” and “us”) is the operator of (https://novanousa.com/shop) (“Website”). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time, there may be a stock discrepancy and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer. Free shipping is only applicable for orders shipped to inland states. This does not include Hawaii, Alaska, Puerto Rico, U.S. Virgin Islands or Canada.
3. Returns
3.1 Return Due To Change Of Mind
Novano.com will happily accept returns due to change of mind as long as a request to return is received by us within 30 days of the original order date and are returned to us in original packaging, unused and in resealable condition. Return shipping will be paid at the customer’s expense and will be required to arrange their own shipping. Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email. Novano.com will refund the value of the goods returned minus original shipping costs and applicable restocking fees as outlined in our Refund Policy.
3.2 Warranty Returns
Novano.com will happily honor any valid warranty claims, provided a claim is submitted within 30 days of original order date. Customers will be required to pre-pay the return shipping, however, we will reimburse you upon successful warranty claim. Upon return receipt of items for a warranty claim, you can expect Novano .com to process your warranty claim within 7 days. Once the warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if the stock is available)
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 3 – 4 business days via UPS Ground. Orders that ship via LTL freight are subject to availability and shipping routes dependant on the carrier.
4.2 Dispatch Time
Orders are usually dispatched within 1-3 business days of payment of the order. Our warehouse operates on Monday – Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.3 Change Of Delivery Address
For a change of delivery address requests, we are able to change the address up to 24 hours after the order is placed.
4.4 P.O. Box Shipping
We are not able to ship to P.O. box addresses.
4.5 Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
4.6 Delivery Time Exceeded
If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Liability Release
You are responsible for your order once it leaves our warehouse and for providing accurate shipping information at the time of the order. Novano.com does not assume any responsibility once the items are picked up by the shipping company. Upon delivery, if you sign for the items, you are accepting them as in good, usable condition. NOVANO will not be held liable for any issues after delivery, including but not limited to the storage, installation, or use of the products. NOVANO does not assume responsibility for the accuracy of shipping details entered by customers at the time of purchase. For assistance tracking your order once it is in transit, please contact the appropriate shipping company.
7. Shipping Delays
All shipping times provided are estimates only and may be subject to change depending on individual shipping companies, as well as variables out of our control. If a delay occurs in transit, we sincerely apologize and will work with you and the shipping company to get it to you as quickly as possible. NOVANO is not liable for any shipping related delays.
8. Shipping Claims
In the event there is visible damage to the packaging of the order, please make a note on the Bill of Lading at the time of drop off with the freight company. This is required to substantiate any requests for replacement boards due to damage in transit or other defects. You must also provide all photo evidence of any damage due to transit within 3 days of the order arrival.
9. Customer service
For all customer service inquiries, please email us at info@novanousa.com
