Orders
Can I change/edit/cancel my order?
We process your order as soon as it’s placed! Once an order has been placed we are unable to make ANY changes (This includes cancellations/shipping/billing addresses, shipping method, inserting promo code, removing/adding/altering an item in your order etc.)
How do I track my order?
You will receive an email notification once your order has been placed and dispatched. If you do not receive this notification, please contact us at [email protected].
I received the wrong item, how can I get the right one?
Oh no! We are so sorry for the mix-up on our part and will get this corrected as quickly as we can for you!
Please email [email protected] and we will be able to get you your correct item as soon as possible!
I never received my order, can Novaoge help?
More and more orders are being scanned as shipped the day before they reach the customer. We recommend checking with your neighbors and local post office first. Packages are usually received a day or two later.
If your tracking number shows that your package has been shipped, but the tracking information never updates, and you have purchased shipping insurance for your order, please contact our customer service team to file an insurance claim.
I placed an order with Novaoge, but I didn’t receive a confirmation email?
If you didn’t receive an email with your order number, please contact our customer service team. It may be that you entered your email address incorrectly, but don’t worry, we can help you resolve the issue. Please let us know which email address you would like to receive order updates.
I received a damaged item, can Novaoge help?
This is not common, but it’s a shame that this happened to you! Please send photos of the damaged item to [email protected] along with your order number. We will definitely get back to you as soon as possible!
Is my personal information safe?
At Novaoge, we prioritize offering a secure shopping environment. Your privacy is important to us, and all information provided is treated as confidential, solely used for contacting you or sending promotional emails.
If you wish to have your information removed from our database, please email us at [email protected] or unsubscribe directly from our emails.
Payment
What payment methods are accepted?
We accept the following payment methods:
VISA
MasterCard
American Express
Discover
JCB
Are your payment providers secure?
Yes, all our payment methods are secure and are reputable service providers.
What to do if I have paid but not received an order notification?
In the event of you making payment but no order confirmation has been received, please contact our customer service team on [email protected] with all your order details and we will work to help you resolve this.
Unrecognized Charge
When you make a purchase with your Debit or Credit Card, the merchant sends a request to your bank to make sure the account is open and funds are available. The bank returns an authorization code allowing the merchant to collect those funds at a later date. Most banks will then place a temporary hold on those funds to allow the merchant time to collect.
These holds have an automatic expiration date of 3-5 business days, depending on bank policy.
These holds will be released during nightly processing on the expiration date, or when the transaction is presented for payment, whichever is first.
Will I have to pay any additional duties & taxes?
You will be responsible for any import duties, customs fees, and taxes. These will be due at the point of, or after delivery.
Please be aware that Novaoge does not have any control for any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to country.
Since these fees are not computed nor applied to orders by Novaoge, please contact your local customs office to find out more information if you are unsure of the charges.
I keep getting errors with my payment. What can I do?
In these cases, please try the following:
1.Contact your issuing bank as they may be blocking the transaction. Some banks prohibit cross-border transactions or your limit may be insufficient.
2.Kindly ensure that the shipping address is the same as the billing address. In the case that you need the shipping address to be different from the billing address, kindly contact us after confirming your order so we can manually change it.
3.There may be issues with the volume of transactions or your connection. Kindly try again after some time.
I forgot to use my discount code. Can I still have it applied?
We know these things happen. The great news is that you can use your code for your next order. Orders that have been charged are final and we cannot retroactively apply discounts.
