Contact NOVLI

We are here to help with questions about orders, shipping, returns, refunds, products, and our store policies.

Customer Support

Trading name: NOVLI
Customer support email: nuvlisupport@gmail.com

Messages may be submitted at any time. Our support team generally aims to respond within 1–2 business days, Monday through Friday, excluding public holidays and announced business closures. Response times may be longer during holidays, promotions, high-volume periods, carrier disruptions, or circumstances beyond our reasonable control.

Please send only one message per issue whenever possible. Repeated messages concerning the same request may be combined and do not move the request ahead in the support queue.

Information to Include

For faster assistance, include:

• your full name;

• your order number;

• the email address used to place the order;

• the shipping address on the order;

• a clear description of your question or issue; and

• photographs or video when reporting a damaged, defective, incorrect, or incomplete item.

NOVLI may request reasonable proof of purchase, identity, delivery address, payment authorization, photographs, carrier documentation, or other information needed to verify an order, prevent fraud, or investigate a claim.

For customer privacy and security, we may communicate about an order only with the purchaser, authorized recipient, or another person whose authority we can reasonably verify.

Order Changes and Cancellations

Contact us immediately if you request an address change, order modification, or cancellation. Sending a request does not guarantee that it can be completed.

Once an order has entered processing, packing, fulfillment, or shipment, NOVLI may be unable to change or cancel it. Any mandatory cancellation right provided by applicable law remains unaffected.

Returns and Refunds

All return and refund requests must first be submitted to nuvlisupport@gmail.com and are governed by our Refund Policy.

Do not send a product to the manufacturer, carrier, address printed on the original parcel, or any other address unless NOVLI provides or confirms that address in the return instructions.

Sending an unauthorized return does not guarantee acceptance or a refund. Unauthorized, refused, unclaimed, incorrectly addressed, or returned-to-sender packages may be subject to the conditions and lawful deductions described in our Refund Policy.

Shipping and Delivery Questions

Before contacting us about delivery, review the shipping confirmation and carrier tracking. Tracking may take 48–72 hours after shipment to begin displaying movement.

If a package is marked delivered but cannot be located, check the shipping address, mailbox, parcel locker, entrance, reception area, safe place, household members, neighbors, and building staff before contacting NOVLI and the carrier.

Shipping and delivery matters are governed by our Shipping Policy.

Product Safety

Stop using a product immediately if it becomes torn, damaged, opened, or exposes stuffing, seams, an electronic component, a heartbeat insert, a battery compartment, or any small part.

For a potential product-safety issue, email nuvlisupport@gmail.com with the subject line “URGENT PRODUCT SAFETY – Order [order number]” and include clear photographs, a description of what happened, and whether any person or animal was injured.

This reporting process does not replace emergency assistance. Contact an appropriate veterinarian, medical professional, emergency service, poison-control service, or local authority immediately when urgent help is needed.

Privacy and Payment Security

Never email us your password, full payment-card number, card security code, bank password, or account login credentials. NOVLI will not request this information by email.

We may ask for limited information reasonably necessary to locate and verify an order. Personal information is handled according to our Privacy Policy and applicable law.

Fraudulent, Abusive, or Unlawful Communications

NOVLI may decline to engage with spam, threats, harassment, impersonation, fraudulent claims, repeated abusive communications, malware, phishing attempts, or unlawful content.

We may preserve and disclose relevant communications when reasonably necessary to protect customers, NOVLI, Shopify, service providers, or third parties; investigate fraud or security incidents; enforce our policies; or comply with lawful requests and applicable law.

This section does not prevent a customer from making a genuine complaint, submitting an honest review, contacting a consumer-protection authority, or exercising a legal right.

Business and Legal Information

Trading name: NOVLI
Customer support email: nuvlisupport@gmail.com

The business address is provided for legal notices and customer communications. Products may be returned only to the address authorized in NOVLI’s return instructions and in accordance with our Refund Policy.

Legal Notices

Formal legal notices should be sent by email to nuvlisupport@gmail.com and, where legally required, by tracked mail to the business address listed above.

Email alone may not constitute valid legal service where applicable law requires another method. Nothing on this page limits a notice method or consumer right that cannot legally be excluded.