Complimentary Shipping - Novo Vie provides complimentary shipping on all orders.
- We process orders within three business days, subject to product availability. While we cannot guarantee delivery dates, every purchase order from within the United States for delivery to a street address (not a PO box) will be shipped via FedEx Second-Day delivery.
- Upon shipping, you will receive an email with a tracking number.
- The majority of orders shipped on Thursday are delivered on Monday; we do not deliver on weekends.
- Weekend orders generally ship on Monday and arrive the following Wednesday.
PO Boxes – We ship to PO boxes via USPS Priority.
Delivery Notices – You will receive an email notification when the FedEx driver has delivered your package.
Non-Delivery – If you receive a delivered email but did not receive your package, please contact FedEx with your tracking number handy; FedEx needs that number to help you. If FedEx cannot help you, please contact us directly at email@example.com.
Exchanges and Returns
Exchanges – We do not offer exchanges on any items.
Returns – We will accept any product for return (not exchange) if (a) it is at least one-half full, (b) it is received within 30 days of purchase, and (c) we receive your return within 14 days of your receipt of the return shipping label. We reserve the right to limit, refuse, or charge a return processing fee if, in our sole discretion, we believe our return policies have been abused. Such a decision is not appealable, and beyond advising you of our judgment, we are not obliged to explain our reasoning.
How to Return Products
- Contact Customer Care at firstname.lastname@example.org or call toll-free 1-833-414-6686. Our Customer Care team will provide you with a complimentary return shipping label for qualifying returns. Please note that we only accept returns processed through our Customer Care team.
- Print the pre-paid return label and complete the Return Form sent along with your return label. The return shipping label will be sent to the email address used in your order. Please note that we only process returns submitted with a completed Return Form.
- Safely pack the to-be-returned product in an appropriate shipping box, include the completed Return Form, affix the return shipping label to the shipping box, and deliver to the carrier specified on the return shipping label for shipping back to Novo Vie.
- We must receive your returns within two weeks of the return shipping label being emailed to you. Returns received after the two-week period will not be eligible for refunds.
Missing Items, Broken Items, Missing Packages
Please contact Customer Care promptly after receiving your package with missing or damaged products, or if you have not received your package after receiving a delivery confirmed message (after first contacting FedEx and providing the delivery tracking number). We do not process broken or missing claims submitted without pictures and/or outside the 30-day return period.