Frequently Asked Questions (FAQ)
Customer Support
Q: How can I contact support?
A: You can contact us via novusdomain@outlook.com or our contact form. We aim to respond within 24–48 hours.
Q: What are your support hours?
A: Our support team is available Monday–Friday, AEST timezone.
Orders & Store Info
Q: How does your store work?
A: Our store operates as a direct-to-customer online marketplace, similar to AliExpress. We source products directly from suppliers and ship them worldwide at competitive prices.
Q: Where are your products shipped from?
A: Our products are shipped from international warehouses, mainly in China, depending on availability and stock.
Q: Can I combine multiple orders?
A: Orders placed separately may be shipped separately depending on warehouse location.
Shipping & Delivery
Q: How long does shipping take?
A: Delivery typically takes 7–25 business days, depending on your location and shipping method. Some remote areas may take longer.
Q: Do you provide tracking numbers?
A: Yes, tracking information is provided once your order has been dispatched. Please allow 2–5 days for tracking to update.
Q: Why is my tracking not updating?
A: Tracking may take a few days to update while the parcel is in transit between international hubs.
Q: Do you offer express shipping?
A: Some products may offer faster shipping options at checkout depending on availability.
Payments
Q: What payment methods do you accept?
A: We accept major credit/debit cards, PayPal, and other secure payment options depending on your region.
Q: Is my payment secure?
A: Yes, all payments are processed through secure encrypted checkout systems.
Product Information
Q: Are your products original or branded?
A: We offer a mix of general retail and supplier-direct products. Product details are clearly listed on each product page.
Q: Why are your prices so low?
A: We work directly with manufacturers and suppliers, reducing middleman costs.
Q: Will the product look exactly like the pictures?
A: We aim for accuracy, but slight variations in colour or packaging may occur due to manufacturing batches and the quality of the photographs after uploading.
Returns, Refunds & Disputes
Q: What if my item doesn’t arrive?
A: If your order does not arrive within 30 days, you are eligible to request a refund or reshipment.
Q: What is your return policy?
A: Returns are accepted for defective or incorrect items within 90 days of placing your order. Items must be unused and in original packaging.
Q: How do refunds work?
A: Refunds are processed back to your original payment method once approved. Processing may take 5–10 business days.
Q: What if my item is damaged or wrong?
A: Contact support with photos of the issue and your order number. We will resolve it via refund, or replacement.
Order Tracking
Q: How do I track my order?
A: Use the tracking link provided in your shipping confirmation email or log into your account.
Q: Why does my tracking say “in transit” for a long time?
A: International shipping involves multiple carriers, so updates may pause while your parcel moves between countries.
Q: Do you offer discounts or promotions?
A: Yes, we regularly run promotions and discount campaigns. Subscribe to our newsletter for updates.
Q: Can I cancel my order?
A: Orders can be cancelled within12 hours, before processing begins.