Frequently Asked Questions ✨
Welcome to the Nova Pop Co. FAQ! Here you'll find answers to some of our most commonly asked questions about ordering, shipping, returns, products, and more.
🛍️ ORDERS
How long does it take to process my order?
Most orders are processed within 1–2 business days.
Processing time is separate from shipping time. During holidays, sales, new releases, or periods of high order volume, processing may take slightly longer.
Can I change or cancel my order?
If you need to change or cancel an order, please contact us at hello@novapopco.com as soon as possible.
Once an order has entered production, processing, or has been shipped, we may not be able to make changes or cancel it.
What if I entered the wrong shipping address?
Please email hello@novapopco.com as soon as you notice the mistake.
We will do our best to update your address if your order has not shipped. However, we cannot guarantee changes once an order has entered processing or has been transferred to the shipping carrier.
📦 SHIPPING
How much is shipping?
We currently offer:
Standard Shipping: $5.99
Estimated delivery: 3–5 business days after processing
FREE Standard Shipping: Available on qualifying orders of $75 or more
Expedited Shipping: $12.99
Estimated delivery: 2–3 business days after processing
Priority Express Shipping: $19.99
Estimated delivery: 1–2 business days after processing
Shipping estimates begin after your order has completed our 1–2 business day processing period.
How do I get free shipping?
Orders totaling $75 or more qualify for FREE Standard Shipping.
Free shipping applies to our Standard Shipping option and does not automatically upgrade an order to Expedited or Priority Express Shipping.
Will I receive tracking information?
Yes! Once your order ships, you will receive a shipping confirmation email with your tracking number.
Please allow approximately 24–48 hours for tracking information to update after receiving your shipping confirmation.
What happens if my package is delayed?
Once your package has been transferred to the shipping carrier, delivery is outside of our direct control.
Carrier delays may happen because of weather, holidays, natural disasters, transportation disruptions, customs, or other circumstances outside of Nova Pop Co.'s reasonable control.
💜 PRODUCTS
Are Nova Pop Co. products handmade?
Many Nova Pop Co. products are handmade, customized, designed, decorated, or finished by hand.
Because handmade products are individually created, slight variations may occur. These small differences are part of what makes handmade items unique.
Will my product look exactly like the picture?
We work hard to represent our products accurately. However, colors may appear slightly different depending on your phone, tablet, computer screen, lighting, or display settings.
Handmade items may also have small variations from one item to another.
Do you offer custom orders?
Custom order availability may vary depending on the product, materials, and current order volume.
If custom ordering is available for a product, customization options will be listed on the product page.
For additional questions about customization, contact us at hello@novapopco.com.
↩️ RETURNS & REFUNDS
What is your return policy?
Eligible items may be returned within 30 days in accordance with our Return & Refund Policy.
Items must meet the eligibility requirements outlined in the full policy.
Can customized or personalized items be returned?
Because personalized and custom-made products are created specifically for the customer, they are generally not eligible for return or exchange unless they arrive damaged, defective, or there was an error made by Nova Pop Co.
Please review our full Return & Refund Policy before purchasing a customized item.
What if my order arrives damaged?
Please contact hello@novapopco.com as soon as possible.
Include:
- Your name
- Order number
- Description of the problem
- Clear photographs of the damaged item
- Photographs of the packaging, when applicable
We will review the information and determine the appropriate next steps.
💳 PAYMENTS
What payment methods do you accept?
Available payment methods will be displayed securely during checkout.
Payment must be successfully completed before an order can be processed.
Is my payment information secure?
Payments placed through our online store are processed through the secure payment options available through our e-commerce platform. Nova Pop Co. does not directly store your complete credit or debit card information.
🎁 GIFTS
Can I send an order directly to someone as a gift?
Absolutely! Enter the recipient's address as the shipping address during checkout.
Please double-check the address before submitting your order.
💌 STILL HAVE QUESTIONS?
We're happy to help!
Contact:
Nova Pop Co.
Email: hello@novapopco.com
Website: novapopco.com
Please include your order number when contacting us about an existing order so we can assist you more quickly.
Thank you for shopping with Nova Pop Co. ✨💜