Orders may be shipped to Canada for an additional fee – please call us for a quote. The associated Canadian customs fees (customs duty, brokerage fees, etc.) are the sole responsibility of the purchaser. Many of our Canadian customers prefer to use A&A Contract Customs Brokers LTD. Please call for an import duties quote at 1-800-453-7422 .
ESTIMATED DELIVERY TIMES
In-stock Novahair.com brand products typically ship within five (5) business days (Monday – Friday) and arrive within 5 - 10 days business depending on your location. No deliveries are made on Saturdays, Sundays or holidays.
Please note that all delivery times are estimates only and are subject to change without notice.
CUSTOM & SPECIAL ORDERS
Custom or Special orders are orders that are placed by a customer/purchaser for merchandise that must be special ordered from a manufacturer or supplier and cannot be returned to the manufacturer (including Novahair.com as the manufacturer in some cases). No custom orders of any kind can be returned.
Custom orders that are cancelled prior to shipment and after they have been cut and/or manufactured cannot be returned or refunded and are considered to be the property of the purchaser.
Deposits taken for purchases of any item(s) that require ordering are not refundable if the item(s) cannot be cancelled without penalty to novahair.com. If the item has already been received or is ready for shipping from the supplier, any restocking charges assessed by the supplier or costs to manufacture that have already been incurred at the time of cancellation are the sole responsibility of the customer and will be deducted from the deposit prior to refunding the balance to the customer. If a deposit has been placed but the order has not been finalized due to the purchaser, after 90 calendar days the deposit is considered non-refundable.
If an order is cancelled prior to shipment, delivery or pick-up, payment will be refunded in full, minus any and all costs already incurred by Nova Hair at that time. Payment for cancellations will be made to the original purchaser and credit card purchases will be refunded to the original credit card used at the time of purchase. Cancellations received after shipping, delivery or pick-up are treated as a return – see Returns section below for details.
All returns require a Return Merchandise Authorization (RMA) from our Customer Service Department. Please e-mail us at Novahair@hotmail.com to obtain an RMA. The reason for the return must be clearly stated in the e-mail. Before taking any action you must have received a response from NovaHair.com, with an RMA number. All shipments sent to Nova Hair without an RMA number will be refused and the associated charges will be the sole responsibility of the sender. No returns will be accepted or any credit granted without an RMA.
All claims for non-damaged Novahair.com brand returns must be made within 30 calendar days of receipt of merchandise, and only apply to merchandise in perfect (as-shipped) condition and in the original, undamaged packaging.
All returned items must be returned in "new" or "like new" condition, in undamaged original manufacturer's packaging and crating materials when applicable and with all original product materials, manuals and instructions.
The following types of items may not be returned under any circumstance:
Payment for returns and/or refunds will be made to the original purchaser and credit card purchases will be refunded to the original credit card used at the time of purchase. All other purchase types will be refunded by check. Purchases made by check will be refunded up to 14 days after inspection of returned items or after the cancellation date.
RECEIVING YOUR ORDER
We use either USPS or UPS common freight carrier for our deliveries. We offer only curbside delivery unless specifically requested by the customer.
When receiving your order, you are responsible for the following:
1.Count all pieces of your freight. Ensure that all pieces are accounted for BEFORE the 30 day of receipt.
2.Check shipment for any visible damage to containers. If the boxes are dented, crushed, scratched, punctured, or cut it is very important to mark this on the bill of lading. If there is a possibility of damage it may be necessary to open the box and mark the actual damage on the bill of lading. It is important to be specific. See Refusing a Freight Shipment for more details.
3.Check the contents (inside) of all boxes before 3 business days after the delivery.
Purchaser agrees to indemnify Novahair in full for any damages or liability that it incurs related to the delivery of merchandise or product that is caused by any negligence or omission on the part of the purchaser.
DAMAGES & REFUSING A FREIGHT SHIPMENT
If the shipment is damaged and unusable, it may be necessary to refuse part or all of the order. Call our shipping department at 1-800-453-7422 before refusing any shipment. Novahair.com will assist in filing a freight claim for damaged freight if the carrier is our normal in-house carrier. If the carrier was chosen by the consignee then it will be the responsibility of the consignee to file such a claim. Should a shipment arrive with damages caused by the carrier, the carrier will return the merchandise "Dead Head" at no cost to either party.
Any external evidence of loss or damage that occurred during transit is considered visible loss or damage and must be noted on the bill of lading and signed by the carrier's agent (driver). Failure to adequately describe the visible loss or damage could result in the carrier delaying or refusing to honor the freight claim.