Frequently Asked Questions

How do I place an order?

To place an order:

1. Add items to your shopping cart.
2. You can choose to proceed through our website's checkout process or via PayPal.
3. Fill in your email address, name, and shipping address on the customer information page.
4. If you have a discount code, enter it in the "Discount" field and click "Apply."
5. Click "Continue to shipping method," verify your address, then proceed to payment.
6. Enter your payment information and click "Complete order."
7. You will be redirected to an order summary page and receive a confirmation email.

If you encounter any issues, please contact us at support@novocanvas.com.

What should I do if items are missing or incorrect products are delivered?

Please contact us at support@novocanvas.com with your order number and proof (image file must be smaller than 1 MB). We will send you the correct item free of charge — you do not need to return the incorrect item. You can keep it as a gift from us!

How do I know if my order was placed successfully?

You will receive a confirmation email containing your order number and purchase details.

I want to change the items I ordered. What should I do?

Order changes are possible before your order has been processed or shipped. Please contact us as soon as possible at support@novocanvas.com.

How do I add items to my shopping cart?

Navigate to the product page, select your preferences, and click "Add to Cart." You can then continue shopping or proceed to checkout.

How do I view what is in my shopping cart?

Click the cart icon at the top of the page to view all items currently in your cart. You can update quantities or remove items directly from the cart.

How do I remove items from my shopping cart?

1. Click the cart icon in the top right corner of the screen.
2. Find the item you wish to remove and click the "Remove" link below its quantity. The page will refresh automatically.

How do I use a discount code?

1. Add items to your cart and proceed to checkout.
2. On the customer information page, locate the "Discount" field on the right side.
3. Enter your discount code and click "Apply."
4. Confirm the discount is reflected in the order summary before completing your purchase.

What is your return and exchange policy?

We offer a 90-Day Satisfaction Guarantee. If you are not satisfied with your purchase, you may contact us within 90 days of delivery to request a refund. Items must be unused, in original condition and packaging, and accompanied by proof of purchase.

Please note: For hygiene and health reasons, personal care products and opened consumables are final sale and cannot be returned once opened or used, unless otherwise stated on the individual product page.

Original shipping fees are non-refundable unless the return is due to our error.

For full details, please refer to our Return Policy.

How do I return my item?

Email support@novocanvas.com with your order number, the email used when placing your order, and a brief description of your request. Our team will review and provide next steps including the return address. Please do not send items back before receiving approval.

What is your cancellation policy?

If you need to cancel your order, please contact us as soon as possible after placing it.

• If your order has not yet been processed or shipped, we will make every reasonable effort to cancel it and issue a full refund.
• If your order has already been shipped, cancellation is no longer possible. You may submit a return request within 90 days of delivery under our Satisfaction Guarantee.

To request a cancellation, email support@novocanvas.com with your order number as soon as possible.

Are online orders secure?

Yes. Our website uses SSL (Secure Sockets Layer) encryption to protect all credit card and personal data transmitted through our store. Your information is safe with us.

Is it safe to use my credit card on your website?

Yes. Our payment gateway encrypts all data using AES-256 encryption, ensuring your credit card information is processed securely.

Will my personal data be kept confidential?

All information you share with us is private and confidential. We will not share, rent, or sell your personal data at any time without your consent, unless required by law. For more details, please refer to our Privacy Policy.