FAQ

Frequently Asked Questions

1. How long does it take to make my order?

Every item is personalized and made to order, so it needs production time. Most orders are produced, checked, and packed within 5–7 business days after your payment is confirmed.

2. How long will shipping take?

Standard shipping usually takes 10–22 business days, depending on your location. Together with production, please allow about 15–29 business days from your order date. US shipping is a flat $5.99, and free on orders of $70 or more. These are estimates and can vary due to things outside our control, such as customs clearance, extreme weather, or holiday volumes. See our Shipping Policy for details.

3. Will my order arrive in time for a special date?

If you need your order for a birthday, wedding, holiday, or other special date, please order as early as possible to allow for both production and shipping time. November and December are our busiest months, so allow extra time during the holiday season.

4. How can I track my order?

When your order ships, you will receive an email with your tracking number and a tracking link. You can also check it anytime on our Track Order page. Please allow 2–3 days for tracking to update.

5. Can I change or cancel my order?

Yes, within 24 hours of placing it. After that, your order enters production and can no longer be changed. Email us right away at admin@novuella.com — see our Cancellation & Modification policy.

6. What if I misspelled a name?

We print your personalization exactly as you enter it, so please double-check names, years, and photos before ordering. If you spot a mistake, contact us within 24 hours and we will fix it before production. After production starts, we cannot offer a free replacement for details entered incorrectly.

7. Which options should I choose?

Depending on the piece, you can choose the design, font, style, and number of family members. The size of each piece is listed in its product description. Please check your selections before ordering. Because every item is made to order, we cannot exchange items for a different design or option.

8. What if my item arrives damaged or misprinted?

We're sorry! We offer a 30-day guarantee for defective, damaged, or incorrect items. Email us at admin@novuella.com within 30 days of delivery with your order number and a clear photo of the problem. We will send a free replacement or issue a full refund — no need to return the item. See our Return & Refund Policy.

9. Which payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, JCB, Diners Club, Shop Pay, Apple Pay, and Google Pay. All prices are in US Dollars. See our Billing Terms & Conditions.

10. How do I contact customer support?

Email us at admin@novuella.com, Monday–Saturday, 9AM–5PM. We aim to reply to every message within 24 hours.