SHIPPING & DELIVERY POLICY
Introduction
At Novera, we do everything we can to make sure your order reaches you safely and with full transparency. Every order is carefully tracked, from payment confirmation to delivery at your door.
1. Shipping Zones and Costs
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Shipping zones: We currently ship within Canada.
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Shipping costs: Free standard shipping on orders of $50 CAD or more. For orders under $50 CAD, shipping costs are calculated at checkout.
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Customs and duties: No customs fees are charged to you. Any import formalities are fully handled and covered by Novera.
2. Delivery Times
We believe in full transparency about our delivery times:
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Order cut-off time: Orders confirmed before 2:00 p.m. Paris time (8:00 a.m. Eastern Time) are processed the same business day. Orders placed after this time are processed the next business day.
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Processing time: 1 to 2 business days.
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Transit time: Varies depending on your location.
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Estimated total delivery time: 7 to 15 business days after your order is confirmed.
Delivery times are estimates and are not guaranteed. Delays caused by the carrier do not, on their own, qualify for a refund under our Satisfaction Guarantee. This does not affect your statutory rights (see our Refund Policy).
3. Order Tracking
As soon as your order ships, you'll automatically receive an email with:
- Your unique tracking number;
- A direct link to the carrier handling your delivery;
- Access to our "Track My Order" page.
The carrier is selected based on your address and the nature of your order, to ensure the most reliable delivery.
4. Our Commitments and Guarantees
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Package protection: Every order is carefully packed to withstand the rigours of transport.
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30-Day Satisfaction Guarantee: Try Novera for 30 days. If you're not satisfied, we'll refund your first bar, subject to the conditions set out in our Refund Policy.
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Statutory rights: Independently of our Satisfaction Guarantee, you benefit from all rights provided under the consumer protection laws of your province or territory, including, for Québec residents, the legal warranty under the Consumer Protection Act.
5. Delivery Issues (Lost or Damaged Package)
Despite our best efforts, issues can sometimes occur. Here's what to do:
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Package not received: If your tracking shows "delivered" but you haven't received your package, contact us within 72 hours.
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Damaged product: Take photos right away (package and product) before handling anything further.
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Contact: Email contact@hellonovera.com with your order number. We're committed to providing a solution (reshipment or refund) within 14 days.
6. Returns and Refunds
Unopened products can be returned within 30 days of delivery. Opened products are covered by our 30-Day Satisfaction Guarantee. All conditions and steps are detailed in our Refund Policy.
7. Returns Address
All returns must be sent to the following address, after approval from our customer care team:
59 Rue de Ponthieu, Bureau 326, 75008 Paris, France
