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FAQ

When will my order ship?

In stock and ready to ship items/orders typically ship out within a few business days not counting the original order date. To estimate this, begin counting on the first business date after the date of order as day 1. Business days are M-F and exclude holidays. Occasional delays/extended ship-out time are possible especially for very large orders, during large order volume times, holidays and/or under unexpected or special circumstances etc. Orders will always be shipped as quickly as possible.

Custom/pre-order/made to order items if/when available carry their own turn around time which can vary widely depending on various factors so please note expected estimates for completion/ship out time for these items on an individual basis within each listing.

If you order ready to ship items along with custom/pre-order items the order will be held until the ship date for the custom/pre-order item(s) so please keep this in mind and order ready to ship items separately if you would like them sooner. Placing an order assumes you have read and understand/agree to all listing and product information as well as our shipping and ordering policies for the item(s) you are purchasing.

 

I am an international customer. Is there anything special I need to know about shipping and ordering? 

Please read our entire shipping info page for information on ordering from outside of the U.S. Customs and VAT fees etc. are the responsibility of the customer. Tracking may be limited or unavailable for some destinations.

 

Can I add extra snaps or request customization of my items including print/color placement requests etc.?

Due to the number of orders we receive and the order fulfillment and shipping process we are unable to accommodate customization requests. Some listings are posted with stock images and some have exact item images for time saving. Please read the entire listing prior to purchasing. Items purchased from listings with stock images may vary from the image shown regarding print placement and exactness. If an item has additional options within the listing, you are welcome to select from those options but we cannot accommodate requests outside of any listed options. You are welcome to make alterations to your items once received if you so choose but the design of our products includes stated measurements and a single snap. We cannot accept returns or issue refunds or replacement items due to print/color placement or unfulfilled requests for alterations such as extra snaps. 

 

What is your absorbent core material and how much is used in a pad or liner?

We use bamboo and cotton fabrics (typically terry and flannel) for our absorbent core fabrics. Bamboo has great qualities and is wonderfully absorbent. Currently our liners have a single layer of 100% bamboo flannel, moderate pads contain a single layer of bamboo terry while heavy pads contain 2 layers of bamboo terry and Xheavy pads contain 1 layer of extra heavy 100% bamboo flannel plus a layer of bamboo terry. Our bamboo terry is a blend of bamboo and cotton. 

NINJA pads have a special moderate-heavy absorbent core of 1 layer of extra heavy 100% bamboo flannel making them NINJA absorbent yet NINJA thin! We have tested them to absorb nearly as much liquid volume/weight as our heavy pads!

NINJA Absorbency is a step between moderate and heavy absorbency with more trimness than a heavy pad but nearly the heavy absorbency. Keep in mind though, there is only one "NINJA PAD" which is our signature suedecloth topped and backed waterproof, edge stitched, ULTRA thin pad. 

What absorbency level should I purchase? 

Absorbency needs vary greatly from woman to woman and even from cycle to cycle. Our absorbency levels are a based on what is considered an average flow. We recommend you use the same general absorbency level as you would with disposables and to correspond to your changing needs throughout your cycle. It is good to try several different sizes and absorbencies to see what works best for you.

Novel Red *Pantyliners are typically good for everyday moisture, light spotting or cup backup. *Moderate Pads are good for anywhere from light flow to moderate flow as well as light to moderate incontinence. NINJA Absorbency Pads (*denotes absorbency only and is NOT a Waterproof NINJA Pad) are excellent for a moderate-heavy flow *Heavy Pads are good for the average heavy flow day (number of hours of use per pad varies by actual flow level). This absorbency level is also good for overnight pads. The *Extra Heavy Pads are for the heaviest flow and are considered ideal for heavy post partum flow, very heavy day flow and very heavy overnight protection. Please change any pad as frequently as your flow dictates. 

*NINJA pads are waterproof, come in one absorbency only and typically can handle a an average moderate-heavy flow.

Again, only you know your flow so please choose based on your own preferences and needs. If you require assistance in choosing or have questions please contact us at customer service@novelred.com and we will offer any assistance we can!

 

What is the best way to contact Novel Red?

You may contact Novel Red via email at customerservice@novelred.com 

 

I placed multiple orders, can I combine them?

Separate orders cannot be held or combined to avoid errors with packaging, processing, shipping etc. so please be sure to have all the items you would like to purchase in a single order prior to checkout. 

 

I changed my mind, can I cancel my order?

Due to our inventory, order fulfillment and shipping processes we are unable to cancel or change orders/items once they are submitted. If you have a question or need clarification on an item please contact us prior to submitting your order. For the same reason, discounts, coupons, specials etc. cannot be applied once an order is submitted so please check current offers prior to checkout.  

 

Somehow my package was damaged during shipment. What can I do?

If you opted for standard shipping + insurance when placing your order, you may contact us for assistance in placing a shipping insurance claim on your package if it was lost or damaged during shipment. We strongly recommend selecting the shipping option that includes insurance as Novel Red cannot be responsible for damage incurred during shipping/transit on uninsured packages. Uninsured orders incurring damage during shipment will not be refunded or replaced. Time limitations do apply on insurance claims so please contact us right away if there is an issue with your package. We cannot be responsible for items damaged or lost in transit not insured and reported within insurance claim time limitations. 

 

Why are some items more expensive than others? 

Novel Red carries a wide selection of premium fabrics and prints. Some are specially printed for us and some are unique fabrics. The cost of an item is a reflection of our costs and the manufacturing/sewing process and time. We use only top quality fabrics to ensure a quality product. Inferior fabrics and materials are available and are used by some lower priced retailers, however, we feel top quality materials create an ideal product so we use nothing less. 

 

Can I return something?

Due to the personal nature of our items, we do not accept returns nor issue refunds. If there is a function/quality concern with a new, unwashed and unused item affecting its use and performance, please contact us within 48 hours of receiving your item at customerservice@novelred.com with photo documentation and we will assist you with your concern. Minor imperfections in stitching or print will not affect function and are due to each item being individually hand made. Refunds and returns are not issued for such variances and imperfections. Each item is inspected for quality prior to shipment including multiple snap tests on every single pad and liner. We cannot be responsible for improper care or washing of any item(s). Any documented quality concern reported as outlined above that we feel will affect performance or function will be taken care of asap. We want you to love your Novel Red! You can view our full returns info page here.

 

I didn't see a sale but placed an order, or I placed an order and now see a new coupon. Can I apply it to my order?

Coupon codes and sales cannot be applied to previously submitted orders. The best way to stay up to date on specials and coupon codes is to check the specials and announcements here on novelred.com, like us on Facebook at http://www.facebook.com/novelredcloth, follow us on twitter @novelred, on Instagram at https://www.instagram.com/novelred/ as well as viewing our specials and announcements on novelred.com. Once an order is placed, a coupon can no longer be applied to it due to the order fulfillment process so please check for any sales prior to submitting your order. Only one coupon code is allowed per order. Please read all offer details and any limitations that may apply prior to placing your order. Please ask all questions prior to submitting your order.

 

Tracking hasn't been updated and it seems like my package is taking a while during shipment. What should I do?

Tracking can take some time to initially be updated and occasionally packages do get delayed during shipment. The USPS is not always rapid or reliable at updating tracking and tracking info is not always accurate while an order is in transit. Novel Red has no control over transit time, transit delays once shipped or tracking updates. Any ship out time or turn around time is an estimate only and does not include transit time once phsyically in the hands of the USPS.

Once an item is in transit, please use the tracking link in your order shipment email and/or contact USPS for assistance and info on your package. The reason we ask you to contact the USPS first is because it is the most direct route for information and assistance for you regarding your package. There is no additional information available to us regarding your package once it is in transit, we see what you see regarding tracking info and inquiries to the USPS. Once an order is shipped, we are not responsible for transit time. Unless an order has been insured by the purchaser at the time of order submission we are unable to open an official inquiry with the USPS regarding its status beyond what shows in tracking per USPS guidelines. 

 

What does print placement varies mean? 

Each fabric print has a different size and orientation. Depending on the size of the print and the size of the pad you order the placement of the print may vary unless expressly stated in the listing. This is *typically for custom/made order items. Ready to ship items listed with *print placement may vary have typically only slight differences when a stock photo is used with the exception of medium or smaller repeating prints which may be placed anywhere on the item. If you are unsure of print placement or anything in the listing please contact us via email at customerservice@novelred.com prior to placing your order as it cannot be changed once submitted. 

 

The color of my pad isn't exactly the same as it looked on my computer screen. What gives?

Due to individual monitor and color settings it is impossible for us to ensure that the photo color you see on your screen will be an exact match to the actual fabric or print color. Our photographs are our best representation of what your chosen fabric color or print will look like in person but please keep in mind that small variances can occur. Refunds and returns are not accepted for color differentiation.