Frequently Asked Questions (FAQ)

🚚 Delivery

What are the delivery times?

Orders are generally delivered between 7 and 15 business days. A confirmation email with a tracking number will be sent to you upon shipment.

Do you deliver everywhere in Canada?

Yes, we deliver to all Canadian provinces and territories.

Are delivery fees included?

Delivery fees are calculated automatically at checkout based on your delivery address.

↩️ Returns & Refunds

What is your return policy?

You have 30 days after receipt to return an unused item in its original packaging.

What if I receive a damaged or incorrect item?

Contact us at contact@novasoins.com within 48 hours with a photo of the product. We will offer you a replacement or a full refund, free of charge.

When will I receive my refund?

Refunds are processed within 5 to 10 business days after receipt and inspection of the return.

💳 Payment

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Apple Pay, and Google Pay.

Is my payment information secure?

Absolutely. All transactions are encrypted via SSL and processed by Shopify Payments, one of the most secure payment platforms in the world.

Can I modify or cancel my order?

Modifications are possible within 24 hours of placing the order. Contact us quickly at contact@novasoins.com.

📦 Orders

How do I track my order?

A tracking number is sent to you by email upon shipment. You can track your package directly from the link provided.

I haven't received a confirmation email — what should I do?

Check your spam folder. If you can't find it, contact us with your name and email address.

Can I order multiple items in one order?

Yes, simply add all your items to the cart before checking out.

🤝 Customer Service

How can I contact you?

By email at contact@novasoins.com. We respond within 24 to 48 hours, Monday to Friday.

Do you offer promotions or discount codes?

Yes! Subscribe to our newsletter to receive our exclusive offers and stay informed about our promotions.