FAQs
đź›’ Orders
How do I place an order?
Pick the product you want, choose any options like size or color, and click Add to Cart. When you’re ready, go to your cart and click Checkout to enter your shipping and payment details.
Do I need an account to order?
No. You can check out as a guest. An account lets you see past orders and save your address for next time.
Can I change or cancel my order?
You can ask to cancel within 1 hour of placing your order, as long as it hasn’t been fulfilled yet. Email us right away with your order number. Once an order has been processed or shipped, we can’t cancel it, but you can request a return after it arrives.
I didn’t get an order confirmation email. What should I do?
Check your spam or promotions folder first. If it isn’t there, email us with the name and email you used at checkout and we’ll look it up.
đźšš Shipping & Delivery
Do you offer free shipping?
Yes! Every order to the United States ships free. There’s no minimum order amount, and you won’t see any surprise fees at checkout.
Where do you ship?
We currently ship to addresses in the United States only.
How long will my order take to arrive?
Most orders arrive within 7–15 business days. That includes 1–5 business days to process your order and the time it spends with the carrier. Weather, holidays or carrier issues can occasionally cause delays.
How do I track my order?
When your order ships, we email you a tracking number. You can also enter it on our Track Order page to see where your package is. Tracking can take 24–48 hours to start showing updates after your order ships.
Why did my order arrive in more than one package?
Some products ship from different locations, so a single order can arrive in separate packages on different days. Each package gets its own tracking number, and shipping is still free.
My tracking hasn’t updated in a few days. Is something wrong?
Packages sometimes go a few days without a scan while they’re in transit. If your tracking hasn’t changed for more than 5 business days, or your order hasn’t arrived within 15 business days, contact us and we’ll look into it with the carrier.
↩️ Returns & Refunds
What is your return policy?
You can request a return within 30 days of delivery. The item must be unused, in its original condition and in its original packaging. See our Return Policy page for full details.
How do I start a return?
Email us with your order number and the reason for the return. Please don’t send anything back before you hear from us. We’ll reply with return instructions, and packages sent back without them may not be accepted.
Who pays for return shipping?
Shipping to you is free, but if you changed your mind or ordered the wrong item, you pay the return shipping.
My item arrived damaged or wrong. What do I do?
We’re sorry! Email us within 3 days of delivery with your order number and a photo of the problem. We’ll send a replacement or a refund, whichever you prefer.
When will I get my refund?
Once we receive and check your return, we issue the refund to your original payment method, usually within 5–10 business days of approval. Your bank may take another 5–10 business days to show it.
Which items can’t be returned?
Personalized items, opened personal-care or hygiene products, and anything marked Final Sale can’t be returned unless they arrive damaged or defective.
đź’ł Payment & Security
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Shop Pay.
Is it safe to shop here?
Yes. Checkout is handled by Shopify’s secure, encrypted payment system, and we never see or store your full card number.
Are prices in US dollars?
Yes. All prices are in USD, and the price you see is what you pay. Shipping is free.
📦 Products
Are your products new?
Yes. Every product we sell is brand new.
Where can I find product size or details?
Each product page lists the key details, including size and materials. If you need anything that isn’t there, email us and we’ll find out.
Will an item I want come back in stock?
Many sold-out items are restocked. Email us and we’ll let you know if and when it’s back.
đź’¬ Contact
How can I reach you?
Email us at info@novanestoutlet.store. We reply Monday–Friday, 9:00 AM–5:00 PM (Mountain Time), usually within 1–2 business days. Including your order number helps us help you faster.