Shipping policy

SHIPPING POLICY

Last updated: July 29, 2026

This Shipping Policy explains how Novellessa processes, ships, tracks, and handles delivery issues for orders placed through our online store.

1. Shipping Destinations

Novellessa currently ships to eligible addresses within the United States that are supported by our independent suppliers, fulfillment partners, and shipping carriers.

We do not currently ship to:

• APO addresses.

• FPO addresses.

• DPO addresses.

• Other military addresses.

Shipping availability to Alaska, Hawaii, Puerto Rico, United States territories, and remote locations may vary depending on the product, carrier, and delivery address.

Some remote or non-continental destinations may require additional delivery time or may be subject to additional carrier charges. If an order cannot be delivered to the address provided, we may contact you before fulfillment or cancel the affected order and issue an applicable refund.

2. Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully confirmed.

Business days are Monday through Friday, excluding public holidays.

Processing time may be longer during:

• Public holidays.

• High-demand periods.

• Major promotions.

• Unexpected inventory delays.

• Payment or address-verification reviews.

Processing time is separate from shipping transit time.

You will receive a shipping confirmation when tracking information becomes available.

3. Estimated Delivery Time

Estimated shipping transit time is generally:

7–15 business days after dispatch.

This estimate begins when the order has been dispatched, not when the order was originally placed.

Some product pages may display a typical estimated transit time of 7–12 business days after dispatch. Product-page estimates are based on the expected shipping route available at the time and remain estimates rather than guaranteed delivery dates.

Actual delivery time may be affected by circumstances outside our reasonable control, including:

• Carrier delays.

• Customs processing.

• Weather conditions.

• Seasonal demand.

• Transportation disruptions.

• Remote delivery locations.

• Incorrect or incomplete addresses.

• Local postal-service delays.

• Events outside the control of Novellessa and its fulfillment partners.

Novellessa does not guarantee delivery on a specific date.

4. Free Standard Shipping

Standard shipping is free on eligible United States orders unless otherwise stated at checkout.

Free standard shipping does not include additional charges that may arise because of the destination, carrier requirements, an incorrect address, or a shipping change requested by the customer.

5. Customs, Taxes, and Additional Charges

Depending on the destination and shipping circumstances, customers may be responsible for applicable:

• Customs duties.

• Import taxes.

• Remote-area surcharges.

• Address-correction fees.

• Re-delivery charges.

• Storage or collection fees charged by a carrier.

• Costs resulting from shipping changes requested after the order was placed.

These charges do not apply to every order and depend on the carrier, destination, and circumstances of the shipment.

Any customs duties, import taxes, or carrier charges imposed after dispatch are not controlled by Novellessa.

If a customer refuses to pay an applicable customs or carrier charge and the package is returned, refused, abandoned, or destroyed, any refund will be reviewed based on the circumstances and any non-recoverable costs associated with the order.

6. Separate Packages

Products in the same order may be supplied or fulfilled by different independent fulfillment partners.

As a result:

• Items from the same order may arrive in separate packages.

• Packages may arrive on different dates.

• Each package may have a separate tracking number.

• One product arriving before another does not necessarily mean that the remaining product is missing.

Multiple units of the same product may also be divided into separate packages depending on inventory availability, package size, or fulfillment requirements.

You will receive tracking information for each shipment when available.

7. Tracking Information

Tracking information will be sent to the email address provided during checkout when it becomes available.

After a shipment has been dispatched, the tracking number may require several business days before the carrier displays its first update.

Temporary periods without a tracking update do not necessarily mean that the package has stopped moving or has been lost.

Customers are responsible for:

• Providing an accurate email address.

• Monitoring available tracking updates.

• Ensuring that the delivery address is accessible.

• Following carrier instructions when a signature, collection, or delivery arrangement is required.

8. Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate shipping address before completing checkout.

Please review the following carefully:

• Recipient name.

• Building or house number.

• Street name.

• Apartment or unit number, when applicable.

• City.

• State.

• ZIP code.

• Telephone number, when requested for delivery.

Novellessa is not responsible for delays, failed deliveries, or additional expenses caused by an incorrect, incomplete, or outdated address provided by the customer.

Address-correction, re-delivery, return-to-sender, or reshipping costs caused by incorrect customer information may be the customer’s responsibility.

9. Address Changes and Order Cancellations

Address-change and cancellation requests should be submitted within 2 hours of placing the order.

Contact us immediately at:

support@novellessa.com

Please include:

• Your order number.

• The email address used for the order.

• The requested change.

We will make a reasonable effort to accommodate the request, but changes and cancellations cannot be guaranteed after fulfillment has begun.

Once an order has been dispatched, it generally cannot be canceled, redirected, or modified.

Do not submit a new order with a corrected address before contacting us unless you intend to keep both orders.

10. Delivery Delays

If your shipment has exceeded the estimated delivery window, contact us at support@novellessa.com and include your order number.

We will review:

• The tracking history.

• The date of dispatch.

• Carrier updates.

• Available fulfillment information.

• Any reported address or customs issue.

If a shipment is significantly delayed beyond the estimated delivery window, Novellessa may provide a courtesy discount code for a future purchase after reviewing the tracking status.

A courtesy discount is not an automatic cash refund and does not replace an eligible lost-package, damaged-product, or defective-product claim.

Delays caused by an incorrect address, refused delivery, unpaid customs or carrier charges, missed collection, or another circumstance controlled by the customer may not qualify for a courtesy discount.

11. Lost Shipments

A shipment may be reviewed as potentially lost when:

• The carrier confirms that the shipment has been lost.

• Tracking shows an unresolved delivery failure.

• The package has not been delivered within 45 days of the dispatch date.

• Other available evidence reasonably indicates that the shipment cannot be delivered.

Before approving a lost-shipment resolution, we may ask the customer to:

• Confirm the delivery address.

• Check with household members or neighbors.

• Check safe delivery locations around the property.

• Contact the local carrier or postal office.

• Provide written carrier confirmation when reasonably available.

• Complete any declaration required by the carrier or fulfillment partner.

After reviewing the available information, Novellessa may provide an eligible replacement or refund, depending on the circumstances, product availability, and investigation result.

12. Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it:

1. Confirm that the shipping address on your order is correct.

2. Check entrances, mail areas, reception desks, parcel lockers, and other safe delivery locations.

3. Ask household members, neighbors, or building staff whether they accepted the package.

4. Contact the local carrier or postal office for delivery details.

5. Allow a reasonable period in case the carrier marked the package as delivered before completing the physical delivery.

Contact us if the package remains missing.

We may request written confirmation from the carrier that the package was not successfully delivered before approving a replacement or refund.

A delivered tracking status does not automatically guarantee approval of a refund, but we will review the available evidence fairly.

13. Returned, Refused, or Unclaimed Packages

A package may be returned to the sender or fulfillment facility because of:

• An incorrect or incomplete address.

• Repeated failed delivery attempts.

• Refusal by the recipient.

• Failure to collect the package.

• Unpaid customs, tax, or carrier charges.

• Carrier restrictions.

• An inaccessible delivery location.

If a package is returned, contact us before placing another order.

Reshipping is not automatic. Any replacement, reshipment, or refund will be reviewed based on:

• The reason for the return.

• Whether the address was entered correctly.

• Whether the product can be recovered.

• Any shipping or return costs already incurred.

• The policies of the carrier and fulfillment partner.

Non-recoverable shipping, return, customs, or handling costs may be deducted from any eligible refund where permitted.

14. Damaged Packages or Products

If a package or product arrives damaged, incorrect, incomplete, or defective, contact us within 30 days of the confirmed delivery date.

Please provide:

• Your order number.

• A description of the issue.

• Clear photographs of the product.

• Photographs of the packaging.

• A photograph of the shipping label.

• A short video if the device does not function correctly, when reasonably possible.

Please keep the product, accessories, packaging, and shipping materials until the claim has been reviewed.

Do not return the product before receiving return authorization and instructions from Novellessa.

Eligible claims are handled under our Return and Refund Policy.

15. Shipping Restrictions

We reserve the right to decline or cancel an order when:

• The destination is not supported.

• The carrier cannot service the address.

• The order contains invalid or incomplete delivery information.

• Fulfillment is unavailable.

• Delivery would violate a carrier, legal, or platform restriction.

• The order presents a reasonable fraud or security concern.

If we cancel a paid order before dispatch, an applicable refund will be issued to the original payment method.

16. Contact Us

For questions about processing, shipping, tracking, delays, or delivery, contact:

Novellessa

Email:

support@novellessa.com

Telephone:

+966 56 620 4013

Business Address:

Building 4471, Quraish Street

Quraish District

Jeddah 23443

Makkah Province

Saudi Arabia

Customer support is primarily provided through email and the Contact Us form.

We aim to respond within 1–2 business days.