Effective Date: November 27, 2025

Orders & Purchasing

Q1: How do I place an order on Novaori? A: Browse our shop, select your desired products, add them to your cart, and proceed to checkout. You’ll need to provide your email address, shipping address, and payment information to complete your purchase.

Q2: What payment methods do you accept? A: We accept Visa, Mastercard, American Express, Discover, and PayPal. All payments are securely processed using SSL/TLS encryption through trusted payment gateways.

Q3: Can I change my order after I’ve placed it? A: Orders can typically be cancelled within 24 hours of placement, as long as they have not yet shipped. Please contact support@novari.com or call +1 (239) 342-0019. Once shipped, orders cannot be cancelled, but you may initiate a return in accordance with our Return & Refund Policy.

Q4: Do you offer bulk or wholesale orders? A: Bulk or wholesale terms are not listed publicly. For inquiries, please contact support@novari.com with details about your requested quantities and products.

Q5: How can I create a customer account? A: Use the “My Account” link on our Website to register. From your account dashboard, you can manage orders, addresses, and your wishlist.

Q6: What is your price match guarantee? A: We do not currently publish a price match policy. For specific questions, contact our support team.

Q7: Can I save items to my wishlist? A: Yes. When viewing a product, use the wishlist feature to save items for later.

Q8: Do you offer gift cards or store credit? A: Gift cards are not currently listed. Store credit may be issued in certain refund scenarios as described in our Return & Refund Policy.

Shipping & Delivery

Q1: Where do you ship to? A: We ship worldwide, including all U.S. states.

Q2: What are your shipping times? A:

  • Domestic (USA): Approximately 4–9 business days total (processing + transit).
  • International: Approximately 8–23 business days total (processing + transit).

Q3: Is shipping free? A: No. Our current flat rates are:

  • Domestic (USA): $6.25 USD
  • International: $13.95 USD

Q4: How do I track my order? A: Once your order is dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your shipment.

Q5: What if my order arrives damaged or is lost? A: Please contact support@novari.com or call +1 (239) 342-0019 as soon as possible. For damage claims, include photos of the packaging and product, along with your order number and tracking number.

Q6: Can I change my shipping address after placing an order? A: Address changes are only possible before dispatch. Once the order has shipped, we cannot modify the shipping address.

Q7: Do you ship on weekends or holidays? A: Orders are processed on business days only (Monday–Friday, excluding public holidays). Shipping and delivery on weekends or holidays depends on carrier operations and is not guaranteed.

Q8: What happens if my package is not delivered? A: If your package does not arrive within the estimated delivery window, contact support@novari.com within 7 days so we can investigate with the carrier and assist with a replacement or refund where appropriate.

Returns & Refunds

Q1: How long do I have to return a product? A: You have 30 calendar days from the date of purchase to initiate a return.

Q2: What is your return process? A: Contact our support team to obtain a Return Authorization (RA) and detailed instructions. Pack the item securely and ship it back using a trackable service. Full steps are described in our Return & Refund Policy.

Q3: Which items can I return? A: Items that are unused, unassembled, in original packaging, and undamaged are generally eligible for return, subject to our policy conditions.

Q4: What items cannot be returned? A: Typically, the following cannot be returned:

  • Used PPE (e.g., helmets)
  • Opened clothing/underwear
  • Custom bikes and special orders
  • Final sale/clearance items
  • Items damaged by misuse or improper handling

Q5: Who pays for return shipping? A: In most cases, the customer pays for return shipping. If the return is due to a Novaori error or a confirmed defect, we will cover return shipping.

Q6: How long does the refund take? A: Refunds typically take 10–20 business days from the date we receive your returned item, including inspection and payment processing.

Q7: Are there any refund deductions? A: A restocking fee of up to 15% may apply for items showing excessive handling or incomplete packaging.

Q8: Can I exchange a product? A: Yes. Exchanges are generally available for defective or damaged items, subject to stock availability.

Q9: What if my item arrives damaged or defective? A: Please report any damage or defects within 7 days of delivery, including photos and your order details. We will work with you to arrange a repair, replacement, or refund as appropriate.

Payments

Q1: Is my payment information secure? A: Yes. All payments are processed using SSL/TLS encryption and via PCI DSS–compliant payment gateways.

Q2: What if my payment is declined? A: Check that your billing details are correct, ensure sufficient funds are available, and verify that your card is valid. If the issue persists, contact your bank or payment provider.

Q3: Will sales tax be added to my order? A: Yes. Applicable sales tax is calculated based on your delivery address and will be shown at checkout.

Q4: Do you offer installment plans? A: Installment or financing options are not currently listed. Please contact support if you have specific questions.

Q5: Can I use multiple payment methods for one order? A: Split payments are not currently specified. In most cases, a single payment method per order is required.

Q6: What is your currency? A: All prices and charges are in USD.

Q7: How do I know my payment was processed? A: You will receive an order confirmation email once your payment has been successfully processed.

Q8: Can I get an invoice or receipt? A: Your order confirmation email serves as your invoice/receipt. If you need a formal invoice, please contact support.

Product Information

Q1: What products does Novaori sell? A: We specialize in mountain bikes, hybrid bikes, wheels, helmets, clothing, and cycling accessories.

Q2: Are product images accurate? A: Product images are representative, but slight variations in color or appearance may occur due to lighting or display settings.

Q3: Where are the bikes manufactured? A: Manufacturing locations are not specified in the FAQ. Please contact support for brand- or model‑specific questions.

Q4: Do you carry brand‑specific products? A: Yes, we carry selected brand‑specific products (such as performance and premium brands). Availability may vary.

Q5: How do I choose the right bike size? A: You can contact support@novari.com for personalized size and fit recommendations.

Q6: Do bikes come assembled? A: Assembly details may vary by product. Please check the product page or contact support for specific assembly information.

Q7: Do you offer assembly or maintenance services? A: Novaori does not provide on‑site assembly or repair services. We recommend using a professional bike shop for assembly and maintenance.

Q8: What warranty do products have? A: Most products come with manufacturer‑specific warranties against defects. Refer to the product documentation or contact us for warranty details.

Q9: Are out‑of‑stock products restocked? A: Restock times vary. For specific products, contact support to ask about future availability.

Account & Support

Q1: How do I create an account? A: Click “My Account” on the Website and follow the registration steps.

Q2: How do I reset my password? A: Use the “Forgot Password” link on the login page or contact support for assistance.

Q3: How do I update my account information? A: Log into your Novaori account and update your details from the account dashboard.

Q4: Can I delete my account? A: Yes. Contact support@novari.com to request account deletion.

Q5: How do I contact customer service? A: You can reach us by email at support@novari.com or by phone at +1 (239) 342-0019.

Q6: What are your support hours? A: Our customer support operates 24/7.

Q7: What is your average response time? A: We typically respond within 24–48 hours on business days.

Q8: Do you have live chat support? A: Live chat availability may vary and is not guaranteed. If live chat is unavailable, please use email or phone support.

Contact & Customer Service

Q1: How can I get in touch with Novaori? A:

Q2: What social media does Novaori have? A: You can follow Novaori on selected social media platforms (availability may vary by region). Check our Website footer or contact us for current links.

Q3: How do I submit feedback? A: You can email feedback to support@novari.com or use the Contact Us form on our Website.

Q4: Can I get a refund request form? A: A specific form is not required. Simply contact support with your order details and refund/return request.

Q5: How do I report a website issue? A: Email support@novari.com with a description of the issue and, if possible, screenshots and your browser/device details.

Q6: What is your Privacy Policy? A: You can review our Privacy Policy here: https://novari.com/privacy-policy/

Q7: What are your Terms and Conditions? A: Our Terms and Conditions are available at: https://novari.com/terms-and-conditions/

Q8: Where can I find information about my data and privacy rights? A: Please refer to our Privacy Policy at https://novari.com/privacy-policy/ for details on how we collect, use, and protect your data, and your rights under applicable laws.

Disclaimer

This FAQ reflects Novaori policies as of November 27, 2025. Policies may change without notice. Please visit https://novari.com for the most current information.

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