FAQ
Welcome to NovaRHome's Frequently Asked Questions section. We have compiled answers to common questions to enhance your shopping experience with us. If you cannot find the information you need, please contact our customer service team for personalized assistance.
Order Management
Why didn't I receive an order confirmation email?
If you did not receive your order confirmation email, please check your spam or junk folder first. If you still cannot locate it, please contact our customer service team with your transaction ID for immediate assistance.
Can I cancel my order?
If your order has not shipped, you can cancel it under "My Orders". Or you can also contact our customer service team for assistance.
*Please note that we cannot cancel orders that have already been shipped.
How do I check my order status?
Your current order status is displayed in the "My Orders" section of your account. This information is updated in real-time as your order progresses through processing, shipping, and delivery stages.
Can I change the delivery address after payment?
Address changes can be accommodated only if your order has not yet been processed for shipping. Please contact our customer service team immediately via online chat or email with your order number and the corrected address details. We cannot guarantee address changes for orders that have already entered the shipping process.
How do I obtain an invoice for my purchase?
For a copy of your invoice, please contact our customer service team via online chat or email. Be sure to include your order number and the email address associated with your account. We will send your invoice to the email address on file.
Product & Brand
How do I write a product review?
Once you have received and experienced your NovaRHome product, you can share your feedback by clicking the "Write a Review" button on the product page. Authentic customer reviews help other shoppers make informed decisions and assist us in improving our offerings.
What is the relationship between Fanexperts and Novarhome?
Fanexperts is a specialist sub-brand under Novarhome, focused on high-performance airflow products and sharing the same R&D, supply chain, and after-sales standards.
Does Fanexperts have the same warranty as Novarhome?
Yes. Every Fanexperts item enjoys the same warranty period and service coverage as Novarhome products.
Shipping & Delivery
Where are NovaRHome products shipped from?
Our distribution network includes warehouses strategically located in California, Texas, and New Jersey. To optimize delivery efficiency and reduce transit times, we prioritize shipping your order from the warehouse closest to your delivery address.
What are the standard delivery timeframes?
Our standard delivery process includes:
- Warehouse processing time: 1-2 business days
- Standard delivery time: 3-5 business days for general products
Please note that larger or heavier items may require additional delivery time. For specific delivery estimates, please refer to the product page or your order confirmation.
How do I track my shipment?
Tracking information is automatically updated in your account's "My Orders" section once your package has been shipped. You will also receive an email notification with tracking details when your order leaves our warehouse.
Why is my tracking number showing as invalid?
Tracking numbers may not display information immediately after being issued. There is typically a 24-48 hour period between when a tracking number is generated and when the carrier scans the package into their system. If your tracking number remains invalid after 48 hours, please contact our customer service team for assistance.
What should I do if a delivery attempt was unsuccessful?
If the carrier was unable to complete delivery, please contact them directly using the information provided in the delivery notification to reschedule. You may also contact our customer service team if you require additional assistance coordinating with the carrier.
Why did my order arrive in Fanexperts packaging?
To optimize inventory and shipping worldwide, our airflow products ship in original Fanexperts boxes. Quality and warranty are fully overseen by Novarhome.
Return & Refund
What is the warranty period for NovaRHome products?
All products purchased directly from NovaRHome's official website come with a one-year standard warranty, covering manufacturing defects and malfunctions under normal use conditions. For specific warranty details related to your purchase, please refer to the product documentation or contact our customer service team.
How do I initiate a return?
Before returning any product, please review our Returns Policy carefully. If your situation qualifies for a return, please contact our customer service team within 30 days of receiving your product. Our team will provide you with a return authorization, return shipping label (if applicable), and detailed instructions for completing the return process.
Are free returns available?
Yes, NovaRHome offers a 30-day free return policy for eligible returns. This policy applies exclusively to orders placed directly on our official website. Please note that certain conditions must be met to qualify for free returns, as outlined in our Returns Policy.
How do I request a refund?
To request a refund for a qualifying return, please contact our customer service team with your order number and the reason for your return. We may request photographs or videos documenting the issue with your product to process your refund request appropriately.
How long does it take to receive a refund?
Once we receive and inspect your returned item, refunds are processed within 15 business days. The exact timing of when funds appear in your account depends on your payment method and financial institution:
- Credit/debit cards: 2-7 business days after processing
- PayPal/digital wallets: 1-3 business days after processing
- Bank transfers: 5-14 business days after processing
What should I do if I haven't received my refund?
If you have not received your refund within the expected timeframe, please first contact your bank or payment provider to confirm whether the refund has been processed on their end. If your financial institution confirms that no refund has been received, please contact our customer service team with this information for further investigation.
Payment & Promos
What payment methods does NovaRHome accept?
NovaRHome currently accepts the following payment methods:
- Major credit and debit cards (Visa, Mastercard, American Express, Discover)
- PayPal
- Klarna
How can I obtain a discount code?
Discount codes are offered during special promotional events on our website and through our newsletter. To stay informed about current and upcoming promotions, we recommend subscribing to our newsletter and following our social media channels.
Why is my discount code invalid?
Please read the usable product range, time and other regulations of the discount code. Please contact us next for more details.
Can I use multiple discount codes on a single order?
No, only one discount code can be applied per order. Please select the discount code that provides you with the best value for your specific purchase.
What should I do if my payment is declined?
If your payment is declined, please verify:
- Your payment card information is entered correctly
- Your card has not expired
- You have sufficient funds available
- Your bank has not placed a hold on the transaction
If these factors appear correct, please contact your financial institution to determine why the transaction was declined. In some cases, banks may flag online purchases as potential fraud, especially for higher-value transactions.
Contact Information
If you have additional questions not addressed in this FAQ, please contact our customer service team:
- Email: support@novarhome.com
- Live Chat: Available on our website Monday through Friday.
Last Updated: May 15, 2025