FAQ 

Effective Date: November 27, 2025

ORDERS & PURCHASING

Q1: How do I place an order on Novaori?
A: Simply 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.

Q3: Can I change my order after I’ve placed it?
A: Orders can be cancelled within 24 hours. Contact support@novari.com or +1 (239) 342-0019. Once shipped, orders cannot be cancelled but returns can be initiated under our Return & Refund Policy.

Q4: Do you offer bulk or wholesale orders?
A: Not specified on the website. Please contact support@novari.com for bulk or wholesale inquiries.

Q5: How can I create a customer account?
A: Use the “MY ACCOUNT” link to create your account and manage orders and your wishlist.

Q6: What is your price match guarantee?
A: Not specified on the website.

Q7: Can I save items to my wishlist?
A: Yes, click on any product page to add it to your wishlist.

Q8: Do you offer gift cards or store credit?
A: Gift cards are not specified. Store credit may be offered in some refund cases; see our Return & Refund Policy or contact support for details.

SHIPPING & DELIVERY

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

Q2: What are your shipping times?
A:

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

Q3: Is shipping free?
A: No.

• Domestic: $6.25 USD
• International: $13.95 USD

Q4: How do I track my order?
A: A tracking email will be sent after your order has been dispatched.

Q5: What if my order arrives damaged or lost?
A: Contact support@novari.com or +1 (239) 342-0019 with photos of the product/packaging and your tracking number.

Q6: Can I change my shipping address after placing an order?
A: The shipping address can only be changed before dispatch. After the order ships, changes are no longer possible.

Q7: Do you ship on weekends or holidays?
A: Orders are processed on business days only. There is no weekend/holiday processing.

Q8: What happens if my package is not delivered?
A: Contact support within 7 days of the missed delivery date so we can investigate with the carrier.

RETURNS & REFUNDS

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

Q2: What is your return process?
A: Contact support to obtain a Return Authorization (RA) and instructions. Once approved, send the item back according to the guidelines 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.

Q4: What items cannot be returned?
A:

• Used PPE (e.g., helmets)
• Opened clothing/underwear
• Custom bikes
• Final sale items
• Items damaged by misuse

Q5: Who pays for return shipping?
A: The customer pays for return shipping unless the return is due to a Novaori error or a defective product.

Q6: How long does the refund take?
A: Typically 10–20 business days total from the time we receive your return (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 available for defective or damaged items, subject to availability.

Q9: What if my item arrives damaged or defective?
A: Report the issue within 7 days of delivery with photos and your order details.

PAYMENTS

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

Q2: What if my payment is declined?
A: Check your billing information, available funds, card validity, or contact your bank/payment provider.

Q3: Will sales tax be added to my order?
A: Yes, sales tax is calculated based on your delivery address.

Q4: Do you offer installment plans?
A: Not specified.

Q5: Can I use multiple payment methods?
A: Not specified; typically a single payment method per order is required.

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

Q7: How do I know my payment was processed?
A: You’ll receive an order confirmation email once your payment is successful.

Q8: Can I get an invoice or receipt?
A: Your order confirmation email serves as your receipt/invoice.

PRODUCT INFORMATION

Q1: What products does Novaori sell?
A: Mountain bikes, hybrid bikes, wheels, helmets, clothing, and cycling accessories.

Q2: Are product images accurate?
A: We strive for accuracy, but slight variations in color or appearance may occur.

Q3: Where are the bikes manufactured?
A: Not specified. Contact support if you need details for specific models.

Q4: Do you carry brand-specific products?
A: Yes, including selected performance brands (availability may vary).

Q5: How do I choose the right bike size?
A: Contact support@novari.com for personalized sizing assistance.

Q6: Do bikes come assembled?
A: Not specified. Please check the product page or ask support for more details.

Q7: Do you offer assembly or maintenance services?
A: We do not offer on-site assembly or repair services. We recommend using a professional bike shop.

Q8: What warranty do products have?
A: Products generally include manufacturer-specific warranties. See product details or contact support for more information.

Q9: Are out-of-stock products restocked?
A: For restocking information, please contact support with the specific product name or SKU.

ACCOUNT & SUPPORT

Q1: How do I create an account?
A: Click “MY ACCOUNT” in the header 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.

Q3: How do I update account information?
A: Log into your account and update your information in 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: Email or call:

• Email: support@novari.com
• Phone: +1 (239) 342-0019

Q6: What are your support hours?
A: Our support team is available 24/7.

Q7: What is your average response time?
A: Typically 24–48 hours.

Q8: Do you have live chat support?
A: Not specified; if live chat is available, it will be shown on our Website.

CONTACT & CUSTOMER SERVICE

Q1: How can I get in touch?
A:

• Email: support@novari.com
• Phone: +1 (239) 342-0019
• Address: 1015 Sneed Rd, Decatur, TN 37322, USA
• Website: https://novari.com

Q2: What social media does Novaori have?
A: Social media presence may include platforms such as Twitter/X, Pinterest, TikTok, and others. Check our Website footer for the latest official links.

Q3: How do I submit feedback?
A: Email us or use the Contact Us form on our Website.

Q4: Can I get a refund request form?
A: No specific form is required; just contact support with your order details and request.

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

Q6: What is your privacy policy?
A: https://novari.com/privacy-policy/

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

Q8: Where can I find data/privacy rights?
A: See our Privacy Policy at https://novari.com/privacy-policy/

DISCLAIMER

This FAQ reflects Novaori policies as of November 27, 2025. Policies may change without notice. Visit https://novari.com for the latest updates.

Related Policies:

• Shipping Policy: https://novari.com/shipping-policy/
• Return & Refund Policy: https://novari.com/return-refund-policy/
• Payment Terms: https://novari.com/payment-terms/
• Privacy Policy: https://novari.com/privacy-policy/
• Terms and Conditions: https://novari.com/terms-and-conditions/