Frequently Asked Questions

Where do you ship?

Novellahom currently offers shipping to the United States. Availability may depend on your delivery address and the items in your order.

Is standard shipping free?

Orders of $29.00 or more qualify for free standard shipping.

For orders below $29.00, any available shipping options and applicable fees will be displayed at checkout before payment.

How long does order processing take?

Orders are usually processed within 1–3 business days after payment confirmation.

Orders placed on weekends or applicable public holidays may begin processing on the next business day.

When will my order arrive?

Standard shipping to the United States is estimated to take 10–15 business days after dispatch, in addition to order processing time.

Delivery may take longer because of holidays, severe weather, carrier disruptions, incorrect addresses, or other shipping conditions.

Will I receive tracking details?

When tracking becomes available, shipment information will be sent to the contact details provided with your order.

The carrier may need some time to display the first tracking update.

What if my tracking information has not changed?

Please contact service@novellahom.com with your order number if tracking remains unchanged for an extended period.

Our team will review the available shipment information and help determine the next steps.

What if my package is marked β€œDelivered” but is missing?

Check the delivery location and ask household members, neighbors, building reception, or property management where appropriate.

If you still cannot find your package, email service@novellahom.com with your order number. A delivery scan alone will not automatically prevent us from reviewing your inquiry.

How long do I have to request a return?

Eligible products may be returned within 90 calendar days after delivery, subject to our Return & Refund Policy.

How do I request a return?

Email service@novellahom.com and include:

  • Your order number

  • The item you wish to return

  • The reason for your request

  • Relevant photographs or videos, where appropriate

Please wait for our return instructions before shipping the item.

Where should I send a return?

Our support team will provide the return destination after approving your request.

Do not send returns to our business address unless we specifically instruct you to do so.

Who covers return shipping?

Customers are generally responsible for return shipping when returning an item because of personal preference or a change of mind.

If an item is damaged, defective, incorrect, or materially different from its description, contact us. After reviewing the issue, we will arrange an appropriate return, replacement, or refund without additional cost to you where applicable.

When will I receive my refund?

Approved refunds are generally issued to the original payment method within 5–10 business days after the returned item has been received and inspected.

Your bank or payment provider may take additional time to make the funds available.

How do I contact Novellahom?

Email: service@novellahom.com
Phone: +86 22 24459253

Novellahom is owned and operated by Tianjin Shengxi Technology Co., Ltd.