Shipping policy
📦 United‑States‑Only Shipping Policy
Your peace of mind, delivered.
Welcome to NovaGear – we’re thrilled you’ve chosen to shop with us! Below you’ll find everything you need to know about how we get your order from our door to yours, completely within the United States. We’ve kept the language simple, the expectations realistic, and the tone friendly—because great service starts with great communication.
1. Who Can We Ship To?
- Only the 50 states & the District of Columbia.
- We do not ship to U.S. territories (Puerto Rico, Guam, etc.) or APO/FPO addresses at this time.
- All shipments must be placed with a valid U.S. residential or commercial address (no PO Boxes unless the carrier we use supports them).
2. Order Processing ⏱️
| Step | Time Frame | Details |
|---|---|---|
| Order Confirmation | Instantly (email) | You’ll receive an automated receipt the moment you click “Place Order.” |
| Payment Verification | Up to 2 business days | Most payments clear instantly; high‑risk transactions may need a manual review. |
| Packing & QC | 1‑2 business days | Our team hand‑picks, inspects, and prepares your items for shipment. |
| Label Creation & Handoff | Same day as packing (if within carrier cutoff) | If we miss the carrier’s daily cutoff, the order moves to the next business day. |
Typical turnaround: 1‑3 business days from the moment your payment clears.
3. Shipping Methods & Rates đźšš
| Service | Carrier | Delivery Window | Cost (U.S. Mainland) | When It’s Free |
|---|---|---|---|---|
| Standard Ground | UPS / USPS | 3‑7 business days | $5.99 (or $0 on orders $75+) | Orders ≥ $75 |
| Expedited (2‑Day) | UPS / FedEx | 2 business days | $12.99 (or $0 on orders $150+) | Orders ≥ $150 |
| Overnight | UPS / FedEx | Next‑day (by 10 am) | $24.99 | N/A |
| Same‑Day Local | Local courier (select metro areas) | Same day (order before 12 pm) | $19.99 | N/A |
All rates are calculated at checkout based on the shipping address, weight, and selected service. Taxes are applied where required.
4. Tracking Your Package 🔍
- As soon as we hand off your order to the carrier, you’ll receive a tracking number via email and in your Shopify order page.
- Most carriers update tracking every 6‑12 hours. If you don’t see movement within 24 hours, feel free to contact us.
5. Delivery Guarantees & Exceptions
| Situation | What We Promise | What We Can’t Control |
|---|---|---|
| Standard Ground | Delivered within the advertised window (3‑7 days). | Weather delays, carrier strikes, or natural disasters. |
| Expedited / Overnight | Delivered on the promised day(s) unless a carrier issue arises. | Missed carrier cut‑off times, holidays, or extreme weather. |
| Same‑Day | Delivered the same day for qualifying zip codes. | Traffic, road closures, or address errors. |
If a carrier reports a delayed or failed delivery, we’ll investigate, keep you posted, and—if the item is lost—arrange a replacement or refund (see “Lost Packages” below).
6. Lost, Damaged, or Wrong Items 📦
-
Lost Packages
- Open a ticket within 7 business days of the estimated delivery date.
- We’ll file a claim with the carrier, keep you in the loop, and ship a replacement (or refund) once the claim resolves.
-
Damaged Items
- Snap a photo of the damage and email us within 48 hours of receipt.
- We’ll arrange a return, issue a full refund, or ship a replacement—your choice.
-
Incorrect Items
- Let us know within 48 hours of opening the package.
- We’ll provide a prepaid return label and dispatch the correct product ASAP.
7. Returns & Exchanges (Quick Recap)
- 30‑day return window from the day you receive your order.
- Items must be unused, unwashed, and in original packaging.
- Return shipping is free for defective or wrong items; otherwise, the customer covers the cost.
- Refunds are processed to the original payment method within 5‑7 business days after we receive the item.
(Full return policy lives on the “Returns” page; this is just the shipping‑related summary.)
8. Holiday & Peak‑Season Shipping 🎄
- Cut‑off dates: During high‑traffic seasons (Nov‑Dec, after‑tax‑season Jan), we may adjust processing windows. Look for a banner on the site or an email notice.
- Carrier capacity: Occasionally carriers experience volume spikes; we’ll always communicate any extended delivery windows before you finalize checkout.
9. Frequently Asked Questions (FAQ)
Q: Can I change my shipping address after I order?
A: Yes—if the order hasn’t entered the “label creation” stage (usually within 2 hours of purchase). Contact us ASAP with the new address.
Q: Do you ship to PO Boxes?
A: Only when using USPS Ground/First‑Class. UPS and FedEx require a physical address.
Q: I live in Alaska/Hawaii—do you ship there?
A: Absolutely! Shipping rates are slightly higher due to carrier surcharges, which are calculated automatically at checkout.
Q: Will I be charged sales tax on my order?
A: Sales tax is applied based on the shipping address in accordance with state law. It appears on the checkout summary before you place the order.
Q: What if I’m not home when the carrier arrives?
A: Most carriers leave a “missed delivery” notice with instructions for pickup, redelivery, or a nearby locker. If you need to arrange something special, let us know and we’ll help coordinate.
10. Need Help?
Our “Shipping Support” inbox is so.we.game.y0utube@gmail.com.
- Response time: ≤ 24 hours (M‑F, excluding holidays).
- Live chat: Available on our website from 9 am‑5 pm EST.
Thank you for choosing [Your Store Name] – we treat every order like a promise, and we’re excited to get your goodies safely into your hands! Happy shopping. 🎉