Support Center
Frequently asked questions
Find answers about orders, shipping, returns, and NOVI lighting products. For order-specific help, include your order number when contacting support.
Orders
How long will it take to prepare my order?
Confirmed processing and transit estimates are still being verified with our logistics provider. Once verified, processing time and transit time will be published separately.
Can I change or cancel my order?
Contact us before the order is handed to the carrier to request cancellation and a full refund. After dispatch, interception cannot be guaranteed and the return process applies.
Where can I find my order confirmation?
An order confirmation is sent to the email address used at checkout. If you do not see it, check your spam folder or contact support with your name and checkout email.
Shipping
Where does NOVI ship?
During the first phase, NOVI ships from China to the contiguous 48 United States and Washington, DC. We do not currently ship to Alaska, Hawaii, U.S. territories, APO/FPO/DPO addresses, or PO boxes.
How much is standard shipping?
Standard shipping is free for supported destinations, with no minimum order value.
When will tracking be available?
A tracking number or link is sent after dispatch. Carrier scans may take time to appear after the package is handed over.
Why has my tracking not updated?
Carrier scans may be delayed during peak periods, holidays, customs review, or local delivery handoff. Please allow time for the tracking page to refresh.
Are duties and taxes included?
Import-duty and customs-clearance terms are still being verified with our logistics provider and are not yet a published customer commitment. Any sales tax that NOVI is legally required to collect will be shown before payment.
Lighting
What type of lighting does NOVI focus on?
NOVI focuses on table lamps, cordless lamps, bedside lamps, desk lamps, and ambient lighting for home spaces.
How do I choose the right lamp?
Check the dimensions, finish, power details, color temperature, and intended room placement before ordering.
Can you help with setup questions?
Yes. Contact support with your room, placement, and product questions before ordering.
Will the color look exactly like the photos?
We try to present products accurately, but color and finish may vary slightly due to lighting, screen settings, and production details.
Returns
What is your return window?
You may request a return within 30 calendar days after delivery. After receiving return instructions, send the item within 14 calendar days. A delay in our reply will not reduce your eligibility.
How do I request a return?
Email support@justnovi.com with your order number, the item, and the reason. Do not send a return to the parcel sender address; wait for confirmed return instructions.
Who pays return shipping?
For a change-of-mind return, the customer pays return shipping to our current return location in China, which may be expensive. NOVI covers reasonable resolution costs for verified damage, defects, missing parts, or incorrect items.
What if my item arrives damaged?
Contact us as soon as possible with your order number and photos or video that show the issue. Reporting transit damage within 7 days helps our investigation, but it is not an automatic rejection deadline.
Products
Are some NOVI products limited?
Some items are offered in limited selections. Seasonal drops may not return after they sell out.
How are lamps packed?
Lighting products are packed carefully for transit. Packaging may vary by product size, finish, and components.