FAQs
Frequently Asked Questions (FAQ)
Welcome to our FAQ section! Here you’ll find answers to common questions about orders, shipping, payments, returns, and more. If you need further assistance, feel free to reach out — we’re always here to help.
How can I contact Novirta?
You can email us at info@novirta.com — our customer service team will be happy to help with anything you need!
Do you ship worldwide?
Yes, we offer worldwide shipping.
Where do you ship from?
All orders are shipped from our warehouse in Hong Kong.
Can I change or cancel my order?
We aim to process orders as quickly as possible, so please submit any changes or cancellation requests within 12 hours of placing your order.
Requests made after 12 hours cannot be accepted, but you can return the item for a full refund once it is received.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express) as well as PayPal.
When will my order be processed?
Orders are processed between Monday and Friday, excluding holidays.
Processing time is typically 1–3 business days, and orders ship the next business day after processing.
Please allow extra time during peak seasons or holidays.
How long will it take to receive my order?
Due to high demand, orders may take 2–4 weeks to arrive, depending on your location.
What if I don't receive my order?
If you haven’t received your order within 30 days after it has shipped, you’re eligible for a full refund. Please contact us to resolve the issue.
Will I be charged customs or taxes?
Our prices are displayed in US Dollars and are tax-free, which means import duties or taxes may apply when your order arrives in your country.
These fees are determined by your local customs office and are your responsibility.
We are not responsible for customs delays. For details, please contact your local customs office.
How do I return an item?
To initiate a return, please contact us at info@novirta.com.
We’ll guide you through the process.
What if the item(s) I received are defective, incorrect, or damaged?
Please contact us immediately at info@novirta.com with your order number, a description of the issue, and photos of the item(s) received.
We’ll do our best to resolve the issue quickly.
When will I receive my refund?
Refunds will be credited to your original payment method.
If you paid by credit/debit card, the refund will be sent to your bank within 7–10 business days of receiving your return or approving the cancellation.
If you haven’t seen the refund after this time, please contact your bank or card issuer.