Shipping policy

This Shipping Policy (“Policy”) outlines the terms and conditions under which NovaSupply (“we”, “us”, “our”) processes and delivers orders placed through our website. By placing an order with NovaSupply, you agree to the terms stated below.

1. Order Processing Times

All orders are subject to processing time before dispatch.

  • Standard processing time: 1–7 business days

  • Orders are not processed, shipped, or delivered on weekends or public holidays.

If we experience a high volume of orders or stock delays, processing times may be extended. Customers will be notified of any significant delays.

2. Shipping Methods & Delivery Timeframes

Delivery timeframes begin once the order has been dispatched.

Estimated delivery windows:

  • Standard Shipping: UK & US 2-7 business days. Worldwide 7-21 business days.

  • Express Shipping (if available): UK & US [1–6 business days] Worldwide 4-11 business days.

Delivery estimates are provided for convenience only and are not guaranteed. External factors such as courier delays, customs processing, or weather disruptions may impact delivery times.

3. Shipping Fees

Shipping charges are calculated at checkout based on:

  • Delivery location

  • Shipping method selected

  • Total order weight or dimensions (where applicable)

All fees will be displayed before completing the purchase.

4. International Shipping

We may offer international shipping to selected countries.

Please note:

  • Customs fees, import duties, and taxes may apply and are the sole responsibility of the customer.

  • NovaSupply has no control over customs procedures or associated delays.

Customers are advised to check local customs regulations prior to ordering.

5. Order Tracking

Once an order is shipped, customers will receive a confirmation email containing tracking information (where available).

If tracking details are not received, customers may contact us at support@novasupply.co.

6. Incorrect Shipping Information

Customers are responsible for ensuring that all shipping information entered at checkout is accurate and complete.

NovaSupply is not liable for:

  • Deliveries sent to incorrect addresses provided by the customer

  • Lost or undeliverable packages resulting from incorrect or incomplete address details

If an order is returned to us due to incorrect information, the customer may be required to pay additional shipping fees for re-delivery.

7. Lost, Delayed, or Damaged Shipments

Lost or Delayed Packages

We will assist in contacting the courier to investigate missing or delayed shipments; however, we cannot issue refunds until the courier confirms the status of the package.

Damaged Items

If items arrive damaged, customers must contact us within 72 hours of delivery with photographic evidence of:

  • The damaged product

  • The packaging

  • The shipping label

We will arrange a replacement or refund as appropriate.

8. Failed Delivery Attempts

If a courier makes one or more unsuccessful delivery attempts:

  • The package may be held at a local depot, or

  • Returned to us if uncollected or undeliverable.

Return shipping fees and re-delivery costs may apply.

9. Split Shipments

In some cases, items within the same order may ship separately depending on:

  • Stock availability

  • Warehouse location

  • Supplier logistics

Customers will not be charged additional shipping fees for split shipments.

10. Contact Information

For any questions regarding shipping, delivery status, or tracking assistance, please contact us at:
support@novasupply.co