Shipping Policy
Thank you for shopping with NovaCam. This Shipping & Delivery Policy explains how we process, ship, and deliver orders placed through our website. Please review this policy before placing your order.
1. Shipping Costs
Shipping fees, if applicable, are calculated and displayed at checkout before you complete your purchase. The final shipping cost may depend on your delivery location, selected shipping method, product availability, and any promotions available at the time of purchase.
2. Where We Ship
NovaCam ships to selected countries available at checkout. If we are unable to ship to your address or country, we will contact you using the email or phone number provided at checkout. If delivery is not possible, your order may be cancelled and refunded. If you are unsure whether we can deliver to your location, please contact us before placing your order:
Email: customer@supportdesk.biz
3. Order Processing Time
After your order is successfully placed, we begin processing it as quickly as possible. Most orders are prepared for shipment within 1–3 business days. In some cases, processing may take longer due to product availability, payment review, high order volume, supplier delays, holidays, or other circumstances outside our control.
4. Estimated Delivery Time
Estimated delivery time is usually 8–14 business days after your order has been processed and shipped. However, delivery times are estimates only and are not guaranteed. Some orders may arrive sooner, while others may take longer depending on the destination, courier, customs process, and local delivery conditions.
During holidays, peak shopping periods, customs delays, weather disruptions, or other force majeure events, delivery may take longer than usual. In some cases, delivery may be delayed by up to an additional 14 business days.
5. Tracking Information
Once your order has been shipped, you may receive a confirmation email containing your tracking number and tracking link.
Please allow 1–3 business days for tracking information to update after the tracking number is issued. Sometimes tracking may not show movement immediately, even after the package has been handed to the carrier. If your tracking number is not working after a few business days, contact us at: customer@supportdesk.biz , Please include your order number so we can help you faster.
6. Order Number Requirement
When contacting us about shipping, delivery, or tracking, please include your order number. Your order number can be found in your order confirmation email. Without your order number, it may take longer for us to locate your order and provide support.
7. Incorrect Shipping Address
Customers are responsible for entering the correct shipping address at checkout.
Please carefully check your shipping details before completing your order, including:
Full name;
Street address;
Apartment, unit, or building number;
City;
Postal or ZIP code;
Country;
Phone number;
Email address.
If you notice that you entered the wrong address, contact us immediately at:
customer@supportdesk.biz
We may only have a short window to update an address before the order is processed or shipped. Address changes are not guaranteed once the order has been sent to the warehouse, supplier, or courier. If an order is shipped to an incorrect address provided by the customer, NovaCam is not responsible for lost, delayed, or undeliverable packages.
8. Customs, Duties, and Import Fees
International orders may be subject to customs duties, VAT, import taxes, handling fees, or other charges required by your country’s authorities. These fees are not controlled by NovaCam and may vary depending on your location. Unless clearly stated at checkout, customs fees, import taxes, and related charges are the customer’s responsibility. NovaCam is not responsible for delays caused by customs inspections, customs clearance, or unpaid import charges.
9. Delivery Delays
We work with shipping carriers, suppliers, and fulfillment partners to deliver orders as quickly as possible. However, some delays are outside our control. NovaCam is not responsible for delays caused by:
Customs inspections;
Weather conditions;
Natural disasters;
Courier backlogs;
Public holidays;
Strikes or transport disruptions;
Incorrect shipping information;
Transfers between international and local carriers;
Delays caused by local postal services or delivery companies.
If your order is delayed, contact us and we will do our best to help you check the status of your shipment.
10. Lost or Stolen Packages
NovaCam is not responsible for packages that are marked as delivered by the shipping carrier but are lost, stolen, misplaced, or not received after delivery confirmation. If your tracking information shows that your package was delivered but you cannot find it, please first check:
Your mailbox;
Reception or front desk;
Neighbors;
Building security;
Local post office or courier branch;
Any safe place where the courier may have left the parcel.
You should also contact the shipping carrier directly using the tracking details provided.
If you still need help, you can contact us at:
customer@supportdesk.biz
We will do our best to assist, but we cannot guarantee refunds or replacements for packages confirmed as delivered by the carrier.
11. Refused or Unaccepted Deliveries
If a customer refuses delivery, does not collect the package, provides an incomplete address, fails to pay required customs/import fees, or does not cooperate with the courier, the order may be returned, delayed, abandoned, or destroyed by the carrier.
Refusing delivery or failing to accept the package does not automatically qualify the order for a refund.
If the package is returned to us or our fulfillment partner, we may review the case and decide whether a partial refund, reshipment, or store credit is possible. Shipping costs and handling fees may be deducted.
12. Failed Delivery Attempts
Some couriers may attempt delivery more than once, while others may require collection from a local pickup point.
It is the customer’s responsibility to follow tracking updates and respond to courier notices.
If the package is not collected within the carrier’s holding period, it may be returned to sender or disposed of according to the carrier’s policy.
NovaCam is not responsible for failed deliveries caused by missed courier attempts, incorrect contact details, or failure to collect the parcel.
13. Order Support
If you experience delivery issues, tracking problems, or shipping delays, contact us at:
customer@supportdesk.biz
Please include:
Your order number;
Your full name;
The email used at checkout;
A short explanation of the issue;
Any tracking details available.
14. Returns
If you received your order and would like to return it, please review our Return & Refund Policy before sending anything back.
Do not return an item without first contacting our support team. Returns sent without approval or to the wrong address may not qualify for a refund.
15. Contact Information
For shipping and delivery questions, contact us here:
NovaCam
Email: customer@supportdesk.biz