What currency are the prices in?
All prices are in Canadian dollars (CAD). If you are paying with an international Visa, Mastercard, or American Express credit card, please note that the purchase price may fluctuate with exchange rates. In addition, your bank or card issuer may charge foreign conversion fees, which may increase the overall cost of your purchase. Please contact your bank or card issuer regarding these fees.
I just placed an order — when will it ship?
Please allow 24–48 hours production time for your order to ship. Average shipping times are 7–15 business days, excluding holidays. Tracking numbers will be updated 3–5 business days after your order has shipped. If you don’t have a tracking number after 5 business days, please email us at customer.support@novelvine.com.
I am not happy with my order — can it be returned? What if there is an issue?
We offer a 30-day return policy from the date your order is delivered.
If your item arrives damaged, defective, or incorrect, we’ll provide a pre-paid return shipping label at no cost to you. Once we receive and inspect the returned item, a full refund (including any applicable shipping charges) will be issued.
For change-of-mind returns, items must be unused, in their original packaging, and in resalable condition. Customers are responsible for return shipping costs.
To begin a return, please contact us at customer.support@novelvine.com with your name and order number and we’ll send you return instructions.
Refunds are typically processed within 5–7 business days after the returned item has been received and inspected. Depending on your payment provider, it may take additional time for the funds to appear in your account.
Please note: if your package is already on the way, you must wait for it to arrive before initiating a return.
Can I cancel my order?
You can cancel your order with no penalty, provided it has not yet shipped. If your order has already been dispatched, please use our return process to receive a full refund once the item arrives.
I entered an incorrect address — what do I do?
If you have entered an incorrect address, simply reply to your order confirmation email with the correct shipping details, or contact us at customer.support@novelvine.com within 24 hours of placing your order. We can update the address within that window. Please note that no changes can be made after 24 hours of order submission.
How long does shipping take?
Shipping times vary as we ship worldwide from multiple fulfillment centers based on your location. The average shipping time is 7–15 business days. Orders shipped from fulfillment centers outside Canada may take longer.
I have a question that wasn’t answered — can you help?
Absolutely! Please contact us at customer.support@novelvine.com and we’ll be happy to assist. We aim to respond to all inquiries within 1–2 business days. To help us respond promptly, please include your order number and a clear description of your question or issue.
