FAQ - The place to get answers
Do you ship to my country?
We ship only to United States.
How can I return or exchange a product?
If you wish to return your order, please contact our customer service at info@novobam.com . In case you have received a wrong, damaged or faulty item, please attach clear pictures of the item and its package to your email. We will process your claim, and you will be contacted about the exchange or return as soon as possible.
NovoBam's customers have a right to return or exchange a product within 30 days of delivery. The customer has a right to return an item if:
1. The order has been cancelled according to the terms and conditions by notifying NovoBam within 30 days of delivery,
2. The item has not been used,
3. The item is in the condition you received it in and all the parts of the product are included in the package,
4. The item has been repackaged into its original package or an equivalent.
The item must be returned immediately after cancellation.
If you return or exchange an item, you are responsible for the risk of damage.
A damaged item will not be accepted as a return or exchanged if it cannot be established that the item has been damaged during the first shipping.
What payment methods does NovoBam accept?
We accept PayPal and credit cards only.
What are my delivery options and how much do they cost?
All shipments on our site are free and no extra charge. This is except if it is a large-scale, bulk or unusual product and you will be notified immediately upon ordering. Again we emphasize that these are exceptional and isolated cases.
Most shipments are made via USPS alone or in combination with another shipper. It depends on the location of the warehouse from which the shipment leaves.
You, as a customer, cannot choose the delivery method. We always choose the shipping option that guarantees free shipping at the shortest time. Unless you want the shipment to arrive urgently or within a shorter time frame then you can check with us what options are available and we will endeavor to meet your expectations.
Please pay attention that the details written on the parcel may contain a product price that is much lower than the price you paid for it. It is for customs reason only.
How soon can I get my order?
Here in NovoBam we know that you are very excited about the product you ordered from us. Therefore, we do everything possible to send you the product as fast as we can.
The shipping process has two parts: preparing the shipment and shipping itself.
Our products are shipped from warehouses in the United States or from warehouses in China. When it comes to a product shipped from a warehouse in the United States, the product usually gets to you for up to 10 business days. In most cases, it will take up to 7 working days.
When it comes to a product in our warehouses in China, you are expected to receive it for up to 35 working days. In most cases, it will take up to 25 working days. However, there are sometimes exceptions for reasons beyond our control or delays at holidays and we hope you will understand it.
You will find "Shipping From USA" logo at the product page header.
In any case the product has not reached you within 35 working days, please email us at info@novobam.com including your order number to review the status of your order.
Refunds will be handled through email if necessary.
Are there any extra costs (taxes, duties, customs etc.) I have to pay in addition to the prices shown in your webshop?
Except for the aforementioned exception of GST, all product prices displayed are exclusive of all other taxes and duties. NovoBam does not determine or collect these fees. As the recipient, you are liable for all other import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. NovoBam is not responsible for potential import duties and local taxes and we cannot refund any orders that are returned to us due to non-payment of duty.
Can I track my order?
Once your order has been dispatched, you will receive an email containing a tracking number. You can use it to track your order on the courier’s website. If you are registered with us, you can also see your previous orders by signing into your account.
Is the information I give you secure? Is your web site secure?
All customer information records will be secured both within the Internet as well as outside it. All confidential information will be encrypted so that no third party will be able to access them. We utilize the highest SSL encryption which is the industry standard for Internet encryption, used by banks to secure online transactions.
NovoBam does not access or store any payment data, such as credit card numbers, bank account details etc. The transactions are processed confidentially by Adyen, which is one of world’s leading e-commerce payment providers. The payment card details are transferred to Adyen over an encrypted SSL connection secured by Symantec 1024-bit SSL encryption.
The supplied order related information will only be accessed by designated NovoBam employees processing deliveries, billing, transportation and customer care. Our customer database is secured by personal user logins and passwords.
What if I’m not home when the package arrives?
A notice of missed delivery will be left and you are asked to contact the carrier to reschedule the delivery.
What are Cookies and how do I enable them?
Like many other websites, also NovoBam uses cookies. Cookies are small strings of text that a website can send to your browser. Cookies enable website to remember your browser and its settings when you return to the website and hence enables us to provide you with better personalized service.
Cookies do not retrieve any other information from your computer, pass on viruses or capture your e-mail address.
To use our website efficiently, you have to accept cookies. Normally browsers are set to accept cookies. If your browser doesn’t accept cookies you can easily change the settings in your browser’s preferences.