Shipping Policy
Order Processing
Orders are subject to processing before shipment. Processing times may vary based on order volume, product availability, weekends, holidays, verification requirements, or other circumstances. Customers will receive applicable order and shipping information using the contact information provided during checkout.
Shipping Methods & Rates
Available shipping methods, estimated delivery windows, and applicable shipping charges will be displayed during checkout when available. Shipping options and rates may vary depending on the delivery destination, order contents, carrier availability, and other applicable factors. The shipping option selected during checkout does not include NOVAURA’s internal order-processing time unless specifically stated.
Delivery Estimates
Any delivery dates or transit times displayed during checkout or provided after shipment are estimates unless expressly stated otherwise. Carrier delays, weather, transportation disruptions, holidays, customs processing, incorrect address information, and other circumstances outside NOVAURA’s reasonable control may affect delivery. NOVAURA cannot guarantee carrier delivery estimates.
Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order. Customers should carefully review their shipping information before submitting an order. If an address needs to be corrected, the customer should contact NOVAURA Support as soon as possible. Address changes cannot be guaranteed after an order has entered processing or has been shipped.
Order Tracking
When tracking information is available, customers may receive shipment tracking details after their order has been prepared for shipment. Tracking information may take time to update after a shipping label has been created. Customers should use the tracking information provided to monitor shipment progress. Where available, customers may also access applicable order information through their NOVAURA account.
Delayed Shipments
Shipping carriers may occasionally experience delays outside NOVAURA’s reasonable control. If tracking information has not updated for an extended period or a shipment appears significantly delayed, customers should contact NOVAURA Support for assistance. NOVAURA may review the available shipment and tracking information and assist with appropriate next steps.
Lost or Missing Packages
If a package appears lost or does not arrive as expected, customers should first review the carrier tracking information and verify the shipping address associated with the order. If additional assistance is needed, customers should contact NOVAURA Support with their order information. NOVAURA may review the circumstances of the shipment and determine the appropriate resolution based on the available information and applicable policies.
Packages Marked Delivered
If carrier tracking indicates that a package was delivered but the customer cannot locate it, the customer should verify the delivery address, check the surrounding delivery area, check with household members or others who may have accepted the package, review carrier tracking information, and contact the shipping carrier when appropriate. If the package still cannot be located, the customer may contact NOVAURA Support for additional assistance. Any resolution will depend on the circumstances of the shipment and available carrier information.
Damaged Shipments
If an order arrives damaged, customers should contact NOVAURA Support as soon as reasonably possible. Customers may be asked to provide their order number, a description of the issue, photographs of the package, photographs of the affected product(s), and shipping label or packaging information. NOVAURA will review the information provided and determine the appropriate next steps under the applicable policies.
Incorrect or Missing Items
Customers who receive an incorrect order or discover that an item is missing should contact NOVAURA Support. Customers may be asked to provide their order number, photographs, packaging information, and other information reasonably necessary to investigate the issue. NOVAURA will review verified fulfillment errors and determine the appropriate resolution.
International Shipping
NOVAURA may make shipping available to certain international destinations. International shipping availability will depend on the destination, product eligibility, carrier availability, and applicable requirements. International orders may be subject to customs processing, import requirements, taxes, duties, fees, or other charges imposed by the destination country or applicable authorities. Unless otherwise stated during checkout, customers are responsible for applicable duties, taxes, customs charges, or import-related fees imposed by their destination. Customers are responsible for ensuring that products ordered are permitted to be imported, received, or possessed in their destination jurisdiction. International shipments may experience additional delays due to customs or other circumstances outside NOVAURA’s reasonable control.
Shipping Restrictions
NOVAURA may restrict or decline shipment to certain locations when necessary because of applicable laws or regulations, carrier restrictions, product restrictions, customs or import requirements, fraud or security concerns, or operational limitations. Availability of shipping during checkout does not override applicable legal or regulatory restrictions.
Returned or Undeliverable Packages
Packages may be returned to NOVAURA because of an incorrect or incomplete address, failed delivery attempts, refusal, carrier issues, customs issues, or other delivery problems. If an order is returned as undeliverable, NOVAURA may contact the customer regarding available next steps. Additional shipping charges may apply when reshipment is requested or required, depending on the circumstances. Any refund eligibility will be determined according to NOVAURA’s applicable Returns & Refunds Policy and the circumstances of the order.
Order Changes & Cancellations
Customers should contact NOVAURA Support as soon as possible if they need to request a change or cancellation. NOVAURA will make reasonable efforts to assist, but changes or cancellations cannot be guaranteed once an order has entered processing, fulfillment, or shipment.
Contact Us
If you have questions regarding your shipment or need assistance with an order, please contact NOVAURA through our Contact Support page.
Last Updated: August 2026
