Shipping, Delivery & In-Store Pickup Policy
In-Store Pickup
We offer In-Store Pickup as a convenient alternative to shipping. This option allows you to purchase online and pick up your order at a selected store location.
Processing Time
In-Store Pickup orders are processed within 0 to 24 hours during store business hours. Orders placed outside of business hours will be processed on the next business day. You will receive a "Ready for Pickup" email notification once your order is available — please wait for this confirmation before visiting the store.
Pickup Requirements
If you are the person who placed the order, you must present your order confirmation email (digital or printed). If someone else is picking up on your behalf, they will need to present:
- The order confirmation email
- A photo of the valid ID of the person who placed the order
Pickup Timeframe
Orders will be held for 4 days from the time the "Ready for Pickup" notification is sent. If the order is not picked up within this timeframe, it will be canceled and a full refund will be issued to the original payment method.
Shipping
Free Shipping
On all orders of $125.00 or more — applies to Puerto Rico, the U.S. & British Virgin Islands, Hawaii, military bases, and the contiguous United States. Calculated on your merchandise subtotal after discounts and before taxes.
Novus online orders are fulfilled from our central warehouse. Once your order is placed, the item is transferred from the carrying store location to our fulfillment center, where it is picked, packed, and prepared for shipment. Depending on the origin store's location, this transfer may add 1 to 2 business days to your processing time.
Based on recent fulfillment data, our average time from order placement to shipment is approximately 3 business days. This is an estimate and may vary with order volume, product location, and season. Our fulfillment center operates Monday through Friday — orders placed on weekends or public holidays begin processing on the next business day.
For all shipping and delivery estimates, business days are Monday through Friday, excluding public holidays.
Shipping Rates
| Destination | Orders under $125.00 | Orders $125.00+ |
|---|---|---|
| Puerto Rico | $12.00 flat rate (shipped via FedEx or USPS) | Free |
| U.S. & British Virgin Islands | USPS calculated at checkout | Free |
| Hawaii & Military Bases | USPS calculated at checkout | Free |
| United States | FedEx & USPS calculated at checkout | Free |
Available carriers and service options are displayed at checkout. The exact cost is confirmed before you complete your purchase.
Shipping Methods & Delivery Times
FedEx International Economy
United States
Estimated handling time of 2 to 7 business days. Estimated delivery of 2 to 6 business days after shipment. Shipping time is not included in handling time.
FedEx International Priority
United States
Estimated handling time of 2 to 3 business days. Estimated delivery of 1 to 4 business days after shipment. Shipping time is not included in handling time.
USPS Ground Advantage
All zones — including Puerto Rico, P.O. Boxes, U.S. & British Virgin Islands, Hawaii, and Military Bases
Estimated handling time of 2 to 7 business days. Estimated delivery of 2 to 5 business days after shipment. Shipping time is not included in handling time.
USPS Priority Mail
All zones — including Puerto Rico, P.O. Boxes, U.S. & British Virgin Islands, Hawaii, and Military Bases
Estimated handling time of 2 to 3 business days. Estimated delivery of 1 to 3 business days after shipment. Shipping time is not included in handling time.
All handling and delivery times are estimates and are not guaranteed. Once your order leaves our fulfillment center, delivery is managed by the carrier. We are not responsible for delays caused by the carrier, weather, customs, or other circumstances beyond our control.
Address Accuracy & Claims
Please ensure your shipping address is complete and accurate at checkout. We are not responsible for orders delayed, lost, or returned due to an incorrect or incomplete address. If a package is returned to us as undeliverable, we will contact you to arrange reshipment — additional shipping charges may apply.
Lost, Stolen, or Damaged Packages
If your order arrives damaged, keep the original packaging and contact us with photos of the item and packaging. If tracking shows your order as delivered but you have not received it, check around your delivery location first, then contact us.
Please reach out to us before contacting the carrier — we will help you file and coordinate the claim on your behalf. All claims must be submitted within 15 days of the order date.
Taxes & Duties
Applicable sales tax is calculated and shown at checkout before purchase. Shipments to Puerto Rico, the U.S. Virgin Islands, Hawaii, and military bases remain within U.S. customs territory and are not subject to additional import duties. Shipments to the British Virgin Islands may be subject to local customs duties or import fees, which are the responsibility of the recipient.
Order Changes & Cancellations
If you need to change or cancel your order, please contact us as soon as possible. We are unable to modify or cancel an order once it has entered processing or has shipped.
Order Tracking
Once your order ships, you will receive an email confirmation with a tracking number. Track your order via FedEx or USPS.
Contact Us
If you have experienced any problems with your order, our team is here to help. Call 1-833-877-5054 Monday through Friday, 9am to 6pm AST. Our service specialists will be glad to assist you with any questions regarding your order or our merchandise.
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