shipping policy

    SHIPPING POLICY

    GENERAL INFORMATION

    To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please make sure that your address is correctly entered and includes all relevant and/or required information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) is critical for ensuring timely delivery. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.

    We'll ship it to your designated location via "ninja van".

    PROCESSING TIME 

    All orders are subject to processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up from our fulfillment center by the applicable carrier. Depending on a number of factors, standard domestic and international orders may take up to 2 business days (excluding Saturdays, Sundays, and Holidays) to process. 

    After your payment is authorized and verified, standard orders can still take 2 business days to process. This is just an estimate and doesn't include weekends or holidays.

    SHIPPING RATES & TIMELINES

    The estimated timelines for processing, transit, and final delivery are included at the link provided below for reference:

    https://novaliving.myshoplaza.com/pages/distribution-services

    Please note that orders to malaysia destinations may take 1-12 business days from the date that it is shipped out, not necessarily from the date that it is placed, depending on the shipping method selected and final destination of the order.

    When your order has been shipped, you will receive an email with tracking information.

    For Philippines Domestic & International orders, we will use ninjavan to ship to most locations. Alternative carriers may be selected at our sole discretion to meet shipping requirements. Your final shipping cost is displayed at the point of checkout.

    DELIVERY CLAIMS

    If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim.

    We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).

    Nova Living does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.

    OUT OF STOCK ITEMS

    If your order includes multiple items and one (or more) of the items are out of stock: we will go ahead and ship the rest of your order, issuing a refund to your original form of payment for the item(s) not in stock.

    RESERVED RIGHTS REGARDING SHIPPING

    While we will make every effort to accommodate your shipping and billing preferences, in order to protect our #Nova Living, Nova Living reserves the right to require customers to use a “common” shipping and billing address in the event we are unable to process an order or verify a shipping address provided.

    Additionally, Nova Living reserves the right to solely define and limit, refuse, and/or cancel orders from customers at any time due to:

    • An irregular or excessive returns history indicative of “wardrobing;”
    • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
    • Potential fraudulent or criminal activity.

    Similarly, Nova Living reserves the right to limit, refuse, and/or reject returns (both in-store and online) to any customer or entity, due to similar actions as noted above.