Shipping policy
SHIPPING POLICY
Effective Date: December 2025
1. Overview
We are committed to delivering your orders safely and efficiently. This Shipping Policy describes our standard shipping procedures, delivery timeframes, and terms related to order shipment. All customers are expected to review and understand these policies before placing an order.
2. Standard Shipping
Delivery Timeline
Standard estimated delivery: 7-15 business days from order placement
Excludes: Processing time and weekends/holidays
Available for: Domestic and most international destinations
Cost: Calculated based on order weight, dimensions, and destination
Processing Period
All orders are processed within 1-2 business days. Processing time is separate from shipping time and begins after order confirmation. Orders placed on weekends or holidays will be processed on the next business day. During peak seasons or sales events, processing may take up to 3 business days.
3. Shipping Methods
Domestic Shipping
Delivery: 7-15 business days
Available to: All the UK
Carriers: UPS UK, DHL, FedEx, Yodel or partner carriers
Tracking: Number provided upon shipment
International Shipping
Delivery: 10-15 business days (varies by destination)
Available to: Select countries
International costs: Calculated separately
Customer responsibility: All customs duties and import taxes
Note: Customs clearance delays may add additional time to delivery
4. Shipping Costs
Costs are calculated based on package weight, dimensions, and destination address
Final shipping cost is displayed in your shopping cart before checkout
Free shipping promotions apply only to qualifying orders as specified in promotional materials
International orders require separate shipping fee calculation
Packaging, handling, and insurance are included in the shipping cost
5. Order Tracking
A tracking number is provided via email once your order ships
Tracking information typically becomes available within 24 hours of shipment
You can monitor your package's progress using the tracking number on the carrier's website
Delivery estimates are based on carrier data and may vary from our stated timeframes
6. Delivery Address
You must provide a complete and accurate delivery address at checkout
We are not responsible for undeliverable addresses or packages delivered to incorrect locations due to customer error
Address changes must be requested within 2 hours of order placement
Signature may be required for high-value orders
P.O. boxes may have limited shipping options
7. Shipping Delays
While we strive to meet our estimated delivery dates of 7-15 business days, we cannot guarantee specific delivery times. Delays may occur due to the following factors:
Severe weather conditions or natural disasters
Carrier delays or vehicle issues
Customs clearance (international orders)
High order volume during peak seasons
Address inaccuracies requiring carrier investigation
Events beyond our reasonable control
8. Lost or Damaged Shipments
Reporting a Problem
If your package arrives damaged or does not arrive within the stated timeframe, contact customer service immediately with the following information:
Original order number
Tracking number
Photos of damage (if applicable)
Report must be made within 5 business days of expected delivery date
Resolution
We will investigate all claims of lost or damaged shipments
Approved claims will result in replacement shipment or refund
Processing typically takes 7-10 business days
We may deny claims not reported within the specified timeframe
9. Returns and Return Shipping
Return shipping costs are the customer's responsibility unless the return is due to our error or a defective product
Prepaid return labels will be provided for qualifying returns
Return requests must be initiated within 30 days of delivery
Items must be in original, resalable condition
Refunds are processed within 5-7 business days of receiving returned items
10. Shipping Restrictions
P.O. boxes are not available for fragile, perishable, or oversized items
Hazardous materials have special shipping requirements and restrictions
Some products cannot be shipped internationally due to regulations
Military APO/FPO addresses require additional processing time
Restrictions vary by item type, location, and carrier regulations
11. Customs and International Duties
International customers are responsible for all customs duties and import taxes
We provide all necessary customs documentation
Customs clearance may extend delivery times beyond the 7-15 business day estimate
Some items may be prohibited in certain countries
12. Liability
We select reliable shipping carriers, but we are not responsible for delays or damages caused by carrier negligence. Our liability for shipping-related issues is limited to the cost of the product and original shipping fees. Customers may purchase additional insurance for high-value orders at checkout.
13. Contact Us
For shipping questions or concerns, please contact our customer service team:
Email: customers.novalabs@gmail.com
Hours: Monday-Friday, 9:00 AM - 6:00 PM EST
14. Policy Updates
This policy is subject to change without notice. We recommend checking this page regularly for updates. Your continued use of our services indicates your acceptance of any revised policies.
Last Updated: December 2025