Shipping & Returns
Consumer Shipping Policy
NX and Twig are available to U.S. & Canadian customers with U.S. Mainland and Canadian shipping addresses with delivery supplied by either The United States Postal Service (USPS), CanadaPost and/or United Parcel Service (UPS). New orders are typically packed within 3 business days of ordering and are delivered within the time frame specified during checkout based upon the shipping option selected. These time frames are merely a guide and we offer no guarantee unless otherwise posted. Once your order has been shipped, you will receive an email confirmation with an order tracking number and information on how to track your package.
Consumer “Returns & Refund” Policy
Any unopened item purchased on-line may be returned to Novus within 14 days of purchase using our online return process. Upon receipt of the product, we will issue you a refund for the purchase price of the product, less shipping costs.
In the case of visible product defects due to manufacture or workmanship, we will be happy to replace that product free of charge. Use our online return process to return the defective product. Upon receipt and inspection of the product, we will ship the replacement product.
For online returns or refund requests, simply click on the Contact Us page, enter your name, email address, and indicate at the top of the message “Return & Refund Request”. State the reason for your request and we will respond with specific directions.
Partner and Distributor “Returns & Refund” Policy
Our Partners and Distributors need to contact their sales representative for any issues related to returns or defective products. Or Log in to our PartnerZone to contact us.