Shipping policy

Shipping & Delivery Policy

Last updated: 12 September 2026

This Shipping & Delivery Policy explains how nova-f processes and delivers orders, including delivery destinations, charges, estimated delivery times, tracking and how we handle delayed, lost, damaged or undeliverable parcels.

This policy applies to orders delivered to eligible addresses within the United States. Available delivery methods, charges and estimated delivery times will be displayed at checkout before you place your order.

Nothing in this policy excludes, restricts or limits any statutory consumer right that cannot lawfully be excluded, restricted or limited.

1. Delivery destinations

We currently deliver to eligible addresses within the United States, subject to carrier availability and any restrictions displayed at checkout.

Certain remote locations, restricted areas, military addresses, APO/FPO addresses and PO boxes may not be supported by every delivery service. Available delivery methods will be displayed after you enter your address at checkout.

If we cannot deliver to your address, we will notify you as soon as reasonably possible. Any payment collected for products we cannot deliver will be refunded to the original payment method.

2. Delivery charges and free delivery

Delivery charges are calculated according to the products ordered, destination and selected delivery method. The applicable charge will be displayed before you complete your purchase.

Free delivery may be available for eligible orders under promotions or conditions displayed on our website and at checkout.

  • Any minimum order value or other condition for free delivery will be displayed before purchase.
  • If an order does not qualify for free delivery, the applicable charge will be displayed at checkout.
  • No undisclosed delivery charge will be added after you complete your order.
  • Promotional delivery offers may be subject to product, destination, order-value or time restrictions.

The total amount payable, including applicable delivery charges and taxes collected by us, will be displayed before you submit your order.

3. Order processing

Orders are normally processed, packed and prepared for dispatch within 1–3 business days after payment has been successfully authorised.

Business days are Monday to Friday, excluding applicable US public holidays. Orders placed during weekends or public holidays will normally begin processing on the next business day.

Processing may take longer during promotions, seasonal periods, stock checks, payment verification or unusually high order volumes. If a significant delay occurs, we will make reasonable efforts to notify you.

4. Estimated delivery times

After dispatch, delivery within the United States is normally estimated to take 2–5 business days, unless a different estimate is displayed at checkout.

The estimated total time from placing an order to delivery is normally:

  • Order processing: 1–3 business days.
  • Delivery after dispatch: 2–5 business days.

These timeframes are estimates and may vary depending on your address, dispatch location, carrier capacity, product availability, seasonal demand and circumstances outside our reasonable control.

5. Delivery delays

Unless we expressly agree to a guaranteed delivery date, delivery dates and timeframes are estimates.

Delivery may be delayed by circumstances including:

  • Carrier congestion, disruption or operational problems.
  • Severe weather, natural events or transport disruption.
  • US public holidays, weekends or peak shopping periods.
  • Incorrect or incomplete delivery information.
  • Payment verification or security checks.
  • Failed delivery attempts.
  • Events outside our reasonable control.

We will take reasonable steps to minimise the effect of a delay and keep you informed where appropriate.

6. Order confirmation

After placing an order, you should receive an order confirmation using the email address provided at checkout.

The order confirmation acknowledges that we have received your order. It does not necessarily mean that the order has been accepted.

Orders remain subject to payment authorisation, product availability, address verification, fraud-prevention checks and acceptance.

7. Dispatch confirmation and tracking

Once your order has been dispatched, we will normally send a dispatch confirmation by email or SMS using the contact details supplied at checkout.

The dispatch confirmation may include:

  • The carrier's name.
  • A tracking number.
  • A tracking link.
  • The latest available delivery estimate.

Tracking information may take up to 48 hours after dispatch to become active in the carrier's system. Temporary gaps between tracking updates do not necessarily mean that a parcel has stopped moving.

If your tracking information has not updated for an unusual period, contact us at support@nova-f.shop.

8. Delivery information

You are responsible for supplying complete and accurate delivery information when placing an order.

Please ensure that your delivery information includes:

  • The recipient's full name.
  • The house or building number and street name.
  • The apartment, unit or suite number, where applicable.
  • The city and state.
  • The correct ZIP code.
  • A valid email address and telephone number.

We are not responsible for delays caused solely by inaccurate or incomplete information supplied by you, except where applicable law provides otherwise.

9. Changing a delivery address

If you need to change your delivery address, contact us immediately:

Email: support@nova-f.shop
Telephone: +1 774-451-5103

We will make reasonable efforts to update the address if the order has not entered processing or been dispatched. However, we cannot guarantee an address change after an order has been placed.

10. Delivery attempts and undeliverable parcels

Depending on the delivery service and your instructions, the carrier may:

  • Make one or more delivery attempts.
  • Deliver the parcel to an authorised person.
  • Leave it in a safe place selected or approved by you.
  • Provide instructions for redelivery or collection.

A parcel may be returned to the sender if:

  • The delivery address is incorrect or incomplete.
  • The recipient cannot be contacted.
  • The parcel is not collected before the carrier's deadline.
  • The recipient refuses delivery.
  • The carrier has exhausted its permitted delivery attempts.

If an order is returned to the sender, contact us. After receiving and checking the parcel, we will explain whether redelivery or a refund is available.

Where permitted by law, reasonable return or redelivery costs caused by an incorrect customer-provided address, refusal of delivery or failure to collect the parcel may be charged to you or deducted from an applicable refund.

11. Parcels marked as delivered

If tracking shows that your parcel has been delivered but you cannot locate it, please:

  1. Confirm that the delivery address on the order is correct.
  2. Check around the delivery location and any authorised safe place.
  3. Ask household members, neighbours or building staff.
  4. Review the carrier's tracking page and delivery photograph.
  5. Contact the carrier for further delivery information.
  6. Contact our Customer Support team if the parcel remains missing.

We remain responsible for handling your delivery claim and will not require you to resolve the matter solely with the carrier.

12. Lost or significantly delayed parcels

If tracking has not updated for an unusual period or the estimated delivery period has passed, contact us with your order number and tracking number.

We may ask the carrier to investigate the shipment. We will remain responsible for handling your claim.

If a parcel is confirmed as lost before valid delivery, we will provide an appropriate remedy, such as a replacement or refund, subject to product availability and your statutory rights.

13. Damaged parcels, incorrect products or missing items

Please inspect your parcel and its contents as soon as reasonably possible after delivery.

If the parcel is damaged, an item is missing or you receive an incorrect product, contact us promptly.

Please provide, where reasonably possible:

  • Your order number.
  • A clear description of the issue.
  • Photographs of the outer packaging and delivery label.
  • Photographs or video of the damaged or incorrect product.
  • Photographs of all products received if something is missing.

Please retain the products, packaging, delivery label and packing materials while we investigate the issue.

14. Returns and refunds

Returns and refunds are handled in accordance with our Returns & Refunds Policy. Before returning a product, contact Customer Support for return authorisation and instructions.

Unless we provide a different authorised return destination, returns should be addressed to:

nova-f Returns
46 Westwood Drive
Dartmouth, MA 02747
United States

15. Customer service

Our Customer Support team normally responds to delivery and tracking enquiries within 1–3 business days.

16. Contact us

If you have a question about shipping or delivery, contact us using the following details:

Store name: nova-f
Email: support@nova-f.shop
Telephone: +1 774-451-5103
Business address: 46 Westwood Drive, Dartmouth, MA 02747, United States

17. Changes to this policy

We may update this policy to reflect legal, operational or delivery-service changes.

The version in effect when you placed your order will normally apply to that order unless a change is required by law or is more favourable to you.