Frequently Asked Questions

Orders & Shipping

Which countries do you deliver to?

Orders are delivered to the customer’s address within the USA. Shipping zone: Domestic United States (all 50 states and the District of Columbia). Delivery to remote or extended areas (as defined by the courier) may require additional transit time.

What are the handling and transit times?

Handling time: 2–3 business days (Monday to Friday). Transit time: 4–7 business days (Monday to Friday). Total delivery estimate: 6–10 business days from the time your order is placed. During peak periods and holidays, processing and transit times may be extended.

How much is shipping?

Free shipping on all orders.

Which couriers do you use?

Orders typically ship with USPS, UPS, or FedEx. Orders to P.O. Boxes ship via USPS, as UPS and FedEx cannot deliver to P.O. Boxes.

What is the order cut-off time?

Orders placed before 5 PM local time are processed the same day. Orders placed after the cut-off, on weekends, or on public holidays are processed the next business day.

How do I track my order?

A tracking link will be sent to your email once your order has shipped. Tracking may take up to 24 hours to activate after dispatch.

What if my order is lost, damaged, or incorrect?

• Lost orders: If your order has not arrived after the total delivery estimate, please contact support at support@nouvaro.com. We will investigate with the courier and, if confirmed lost, issue a replacement or refund.
• Damaged orders: Please report any damage within 7 days of delivery and include clear photos of the packaging and the item. Once verified, we will arrange a replacement or refund.
• Wrong items: If you received the wrong item, notify us within 7 days of delivery. We will provide instructions to correct the order and send the correct item.

Can I cancel my order?

You may cancel your order any time before dispatch. If your order has already shipped, please contact support at support@nouvaro.com for return options after delivery.

Returns, Exchanges & Refunds

What is your return period and eligibility?

• Return period: 30 days after delivery.
• Eligibility: Items must be unused, in their original packaging, and in the same condition that you received them.
• Restocking fee: No restocking fee.

Who pays for return shipping?

The customer is responsible for return shipping costs unless there is a proven error or issue on our side. If a prepaid return label is approved and provided, it will be sent by email.

How do I initiate a return?

Contact our support team at support@nouvaro.com with your order number and a brief reason for the return. We will provide step-by-step return instructions by email. Please do not send back any item without first receiving return instructions.

Where do I send my return?

Returns must be sent to the address provided by our support team. Unannounced returns will not be accepted. Returns are processed within the United States unless otherwise specified.

Do you accept exchanges?

Exchanges are accepted. Exchange requests must be made within 30 days of delivery, and items must meet the same condition and packaging requirements as returns.

When will I receive my refund?

Refunds are processed within 7 business days after we receive and inspect your return and are issued to the original payment method. Depending on your payment provider, it may take additional time for the credit to appear on your statement.

Are there any exceptions to returns?

• Non-returnable items may include personalized or custom-made items (if offered), and items marked as final sale.
• For hygiene and safety reasons, certain items may be ineligible for return if opened or used. (We currently do not sell hygiene-sensitive items, but this applies if such products are offered in the future.)
• Damaged or used items that are not the result of our error may be ineligible for refund or exchange.
• We do not sell perishable goods.