FAQ

1. What is Novellessa?

Novellessa is an online store that researches and selects practical personal-care products with a focus on quality, usefulness, and value.

2. Does Novellessa manufacture its products?

No. Novellessa does not manufacture the products it offers. We work with independent suppliers and fulfillment partners that handle manufacturing and order fulfillment.

3. Where do you currently ship?

We currently ship to eligible U.S. addresses supported by our fulfillment partners. We do not currently ship to APO, FPO, DPO, or other military addresses. Service to Alaska, Hawaii, Puerto Rico, U.S. territories, and remote areas depends on availability for the product and address.

4. How long does order processing take?

Orders are usually processed within 1–3 business days. Weekends and public holidays are not counted as business days.

5. How long does shipping take?

Estimated transit time is 7–15 business days after dispatch. This is an estimate and may be affected by carriers, customs, weather, seasonal demand, remote destinations, or address issues.

6. Is shipping free?

Standard shipping is free on eligible U.S. orders. Additional destination, address-correction, re-delivery, customs, or customer-requested change fees may apply in limited circumstances.

7. Can items from the same order arrive separately?

Yes. Products may be fulfilled by different independent suppliers and fulfillment partners, so an order may arrive in separate packages and at different times. Each shipment may have its own tracking number.

8. How do I track my order?

We send tracking information when it becomes available. A new tracking number may need some time after dispatch before the carrier displays its first update.

9. Can I cancel or change my order?

Send cancellation or address-change requests within two hours of placing the order. We will make a reasonable effort to help, but changes cannot be guaranteed after fulfillment begins and are usually not possible after shipment.

10. What should I do if my product arrives damaged or does not work?

Email support@novellessa.com with your order number, a description of the issue, clear photos of the product, packaging, and shipping label, and a short video if the device does not work.

11. How long do I have to report a defective product?

Eligible damaged, incorrect, incomplete, or defective products must be reported within 30 days of delivery under our 30-Day Defect Protection.

12. Do I need to return a defective item?

Not always. Do not return an item before receiving authorization and instructions from Novellessa. After reviewing the case, we will tell you whether a return is required.