Our goal is to provide products and to provide a quality experience anytime you deal with our company.

This is what you can expect from us:

1) If you place an order by 11:00am, your order will be processed that day and shipped within 24 hours (Monday through Friday).  During the holiday season (Nov-Dec), we do process orders on Saturday as well.

2) You should receive your order within 2-3 days after order processing (Hawaii and Alaska, please allow 4-5 days).  International orders can take 10-14 business days.  Orders that are shipped via UPS Ground can take up to 5 days to arrive.

3) We will not ship anything unless we have a tracking number. We do this because we want you to be able to track your order straight to your door. On International orders we provide proof-of-mailing.

4) Your satisfaction and feedback are highly valued and is very important to us.  We encourage all of our customers to let us know what they think of our service. You can do this by contacting us at: support@novophone.com

Returns Policy

 We want you to be totally satisfied with your novophone.com purchase and happy with our products. If you are dissatisfied with your purchase for any reason, simply email us within 30 days of purchase to arrange for a return.  We accept returns up to 30 days after date of purchase if the product does not show any signs of abuse or negligent care

Exclusions: The following items are not returnable:

• Custom made/Special order products
• Replacement parts
• Items we cannot re-sell. All returns must be in their original packaging, in never-used & re-sellable condition.

If you would like to return your order and you meet the criteria above, please email us at: support@novophone.com  (or log in to your customer account and initiate the return) within 30 days of purchase (include your name, order number, and reason for the return). Within 24-48 hours, we will email you a Return Merchandise Authorization (RMA) number and the address to send the return. Returns sent back to us without prior contact or RMA will be refused and not eligible for credit. You are responsible for return shipping costs. When we receive your returned item, we will inspect it to ensure it is re-sellable. If so, a refund will be issued for the purchase price of the items minus the original shipping charges and a restocking fee of 15%. We can only credit the card/PayPal account that was used for the original purchase. Returns can only be made by the original purchaser.  We'll notify you via e-mail of your refund once we've received and processed the returned item.

To return via your customer account, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. This will also initiate the return process.

Cancellations: If you wish to cancel an order after it has been placed but before it has shipped, you will be refunded the entire amount. However, most orders are shipped out within 1-2 business days. If your order has already been shipped, please refer to our return policy.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Shipping Policy

We ship our products domestically using USPS Mail / Priority Mail for weights up to 12 pounds.  For orders over 12 pounds, your order will be shipped via UPS Ground.  Once we have a tracking number for your order, that information we be provided to you after order processing.

International orders are shipped either through USPS Mail / Priority Mail or through our trackable third-party shipper.

Approximate ship dates for backordered items may be obtained by emailing our Customer Support department at: support@novophone.com. Shipping charges for backordered items are calculated as if all ordered items were shipped at one (international shipping addresses excluded).

We can ship to virtually any address in the world. Note that there may be restrictions when shipping to international destinations. Customer is responsible for any duty charges, GST/VAT taxes, brokerage fees that a shipper or country customs may charge.     

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.