FAQ
Orders
1. How Do I Place An Order?
- To place an order, browse our website using the search bar or explore our collections on the home page or from the menu.
- Select items of interest and click "Add to Cart."
- Once you've added all your items, click "Check Out" on the Shopping Bag page to proceed with the order.
- For "design your own" orders, please note that we won't ship items until the outstanding balance is paid and the design is confirmed via email.
*Please note there is a section/text box for customization within each product or a text box to leave seller a note at checkout. Please fill out as much information as possible to email us with inquiries at noveldesignstudios@gmail.com to help us create a product that meets your vision!
2. Confirmation Email
- After confirming your order, you'll receive a confirmation email. Be sure to check your spam or junk folder.
- If you haven't received a confirmation email, please contact us at noveldesignstudios.com with your name and the full address used for the order.
3. Which Payment Methods Do You Accept?
- We accept credit cards, debit cards, PayPal, and bank transfers (via PayPal).
4. How Safe Is My Personal Information?
- Your personal information is secure. We use a Secure Sockets Layer (SSL) protocol to encrypt all data transmitted during the checkout process. For more details, refer to our Privacy Policy.
5. Can I Cancel An Order?
- Yes, cancellations are accepted within 24 hours of order placement.
- Rush orders needed outside the 7-15 business day timeframe are final sale and cannot be canceled.
- To cancel, email us within 24 hours, stating your reason. Refunds will be processed within 24-48 hours before reflecting in your bank account once approved.
SHIPPING
6. How Long Does It Take to Receive My Order?
- Please allow 7-15 business days for order processing, as all our products are custom-made.
- After processing, local pickups receive a notification when the order is ready, and shipments may take 3-15 business days for delivery in Canada and the United States.
- European countries may take about 2-3 weeks, and other international orders may take 2-9 weeks (depending on location).
- Please note that delivery standards may not be met due to COVID-19 or unforeseen circumstances, making all timelines estimates.
7. When Will I Receive a Tracking Number?
- If you choose tracked shipping, a tracking number will be issued to your provided contact information.
- Allow 24 hours for tracking information to update once sent to the postal office.
- If you don't receive a confirmation email or tracking number, contact us at noveldesignstudios@gmail.com
8. My Shipping Information Isn't Changing, Can You Help?
- We have limited information beyond the provided shipping and tracking number.
- Due to postal delays, delivery standards can't be guaranteed. We recommend contacting the carrier for details.
- Buyers are responsible for contacting the shipping company/local carriers for updates, unusual changes, or lost items.
- Visit our Shipping page and Refund Policy page for more details.
- For additional questions, contact us at noveldesignstudios@gmail.com
9. Untracked vs. Tracked Shipments
- Untracked shipments have no updates once scanned and sent to the local carrier. They are untracked and uninsured, and there's no liability of Novel Design Studios or refund available for them.
- Tracked shipments may be followed up by contacting the relevant carrier:
- US clients: Call USPS at 1-800-275-8777, press 5 (Other), then select Small Business.
- International clients using APC: Find carrier details at https://www.apc-pli.com/contact.html.
- Other clients: Contact the postal service your item is located in for more information.
- Delays aren't valid grounds for refunds, and buyers are responsible for working with carriers to address issues.
- Disputes with the postal office are possible after a certain time of no action on a shipped item.
10. Larger Orders and Delays
- Larger orders may experience delays and may incur additional handling/shipping fees due to parcel size.
11. What If I Need Assistance?
- For any assistance or inquiries, feel free to contact us at noveldesignstudios@gmail.com
*Please note that this FAQ is subject to change, and the most up-to-date information can be found on our website or by contacting us directly.