Help /Faq

Help Center & FAQs

Welcome to the NovaMartz Help Center! We're here to ensure your shopping experience is smooth and hassle-free. Find answers to our most frequently asked questions below. Can't find what you're looking for? Our friendly customer service team is just an email or phone call away.

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Orders & Shipping

Q: How long will it take to receive my order?
A: We process orders within 1-2 business days. Once shipped, delivery times within the USA are typically 3-7 business days via standard shipping, depending on your location.

Q: What are your shipping options and costs?
A: We offer:

  • Standard Shipping: (3-7 business days) - Calculated at checkout based on order size and destination.
  • Free Standard Shipping on all orders over $50 within the continental USA.

Q: How can I track my order?
A: As soon as your order ships, you will receive a confirmation email with a tracking number and a link to track your package.

Q: My order says delivered but I don't see it. What should I do?
A: First, please check around your property, with neighbors, or with your building's management. Sometimes carriers leave packages in discreet locations. If you still can't locate it after 48 hours, please contact us with your order number, and we will help you investigate with the shipping carrier.

Returns & Exchanges

Q: What is your return policy?
A: We want you to love your NovaMartz products! If you are not completely satisfied, you may return most new, unopened, and unused items within 30 days of delivery for a full refund. The original shipping cost is non-refundable. Please note: for health and hygiene reasons, certain personal care items cannot be returned once opened.

Q: How do I start a return or exchange?
A: Please contact our customer service team at novamartz@gmail.com with your order number and the reason for the return. We will provide you with instructions and a return authorization code.

Q: When will I get my refund?
A: Once we receive and process your return, your refund will be automatically issued to your original payment method. Please allow 5-10 business days for the refund to appear on your account, depending on your bank's processing time.

Products & Quality

Q: Are NovaMartz products high quality?
A: Absolutely! We carefully select all our everyday-use products for their durability, functionality, and value. We stand behind the quality of every item in our store.

Q: Where can I find product care instructions?
A: Any specific care instructions will be listed on the individual product page. For general inquiries, feel free to contact us.

Payment & Security

Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and Shopify Pay for a fast and secure checkout.

Q: Is my payment information secure?
A: Yes, completely. Our store is powered by Shopify, which uses SSL encryption and is PCI DSS compliant, ensuring your personal and payment information is always protected. We never store your full credit card details on our servers.

Contact & Support

Q: What's the best way to contact you?
A: For the fastest response, please email us at novamartz@gmail.com. For urgent matters, you can also call us at +1 (401) XXX-XXXX during our business hours (Mon-Fri, 9 AM - 5 PM EST). Please have your order number ready.