Frequently Asked Questions

Order statuses are visible on your account dashboard. If you're encountering problems accessing your account or viewing the status of your order, please contact us by email at customerservice@novushoes.com or call us at 1-833-877-5054.

If your order is being processed and has not yet been shipped, you can contact us by email at customerservice@novushoes.com or call us at 1-833-877-5054 for any order changes or cancellations.

In some ocassions, the high demand can cause some of our products to sell out. If we are not able to ship an item from your order, we will send you an email notification.

We process and ship our orders as quickly as possible. You will receive your package 2-7 business days after being processed.

Once the order gets processed and fulfilled, you will receive an email or sms notification with the shipping confirmation and tracking number.

Shipment statuses can be verified with the tracking number provided on the shipping notification. If the package appears as delivered, please check the sipping address provided is correct. Make sure the package was delivered in your mailbox, residence's sorroundings, or front desk/security area, if applicable. If your order is not found, please contact us by email at customerservice@novushoes.com or call us at 1-833-877-5054 so that we may assist you.

If your order is still being processed and has not yet been fulfilled, please contact us by email at customerservice@novushoes.com or call us at 1-833-877-5054 so that we may change the shipping address.

For physical addresses, we use FedEx International Economy (2 business days), and for postal addresses, we use USPS Priority (2 business days).

Yes, we ship to Puerto Rico and the United States. Currently, we do not offer shipping to other countries.

For orders under $100, shipping to Puerto Rico, there is a cost of $9.00. If the order is being shipped to the United States, there is a cost of $11.00.

Customers have 30 days to request a return or exchange. You may visit one of our stores or fill out a return request here. You can find more details on our Return Policy.

Yes, you may return or exchange at our physical stores. Customers have up to 30 days to process any type of exchange or refund.

Novus Online, 655 Calle Cubitas, Guaynabo, PR, 00969

A Digital Gift Card is a gift card purchased online and delivered by email. It can only be used for purchases on our website.

Novus Electronic Gift Cards can only be used on our Novus website. They are not valid for in-store purchases or other websites.

No. Electronic Gift Cards are not valid for purchases in physical store locations.

No. Gift cards purchased in-store cannot be used on our website.

After completing your online purchase, you will receive an email with your Electronic Gift Card code and instructions on how to use it.

You can apply your Electronic Gift Card at checkout by entering the code in the gift card or promo code field.

Yes, Electronic Gift Cards expire 5 years from the date of purchase.

Electronic Gift Cards are non-refundable and cannot be exchanged for cash.

If a purchase was made using an Electronic Gift Card and another payment method, the refunded amount will first be applied back to the Electronic Gift Card. Any remaining balance will be refunded to the secondary payment method.