Novel Red's Order Policies
Please read on for policies concerning orders placed with Novel Red. Placing an order assumes you have read, understand and agree to all policies and terms of service.
Orders/items cannot be edited or cancelled once submitted. Separate orders cannot be combined. Due to sales, coupons, specials including discounts and free item events, order fulfillment and the shipping process, we cannot hold orders to combine with future orders for shipment so please be sure you have all of the items you want to purchase at one time in a single order prior to checkout.
Custom item availability varies and will require additional processing time etc. so please keep this in mind when planning your purchase. Orders with items of variable turn around time will require the longer turn around time estimate within the order. If custom items are purchased with ready to ship items, all order items will ship at the completion/ship time of the custom item(s). Large orders, custom orders/items, sales events, holidays and special circumstances may extend processing/ship-out time though we always do our best to ship each order promptly. Please see individual listings for current custom item turn around time estimates. Turn around time for all orders does not include transit time once shipped. Order time is an estimate and may vary based on order load and individual order size - please keep this in mind when placing your order as custom orders cannot be cancelled once submitted. Orders are completed and shipped as soon as possible.
Please be sure your order is correct prior to checking out. When requesting address changes etc. you must provide us with the order number(s), name on the order(s) as well as original shipping address and any order details requested to verify ownership of the order. This information must be received and confirmed prior to order processing to be applied. Novel Red is not responsible for loss or return of packages due to shipment to incorrect address unreported or not requested to be changed in time for order processing.
Our order cancellation/editing and combining policies ensure that errors are not made in order completion and shipping.
Previous sales or special discount items are not applicable on later orders and orders cannot be cancelled or edited to include a discount, free or discount item currently being offered that was not available or was overlooked during the ordering process. Please view current specials prior to submitting your order. Free items such as Pad of the Month and any other applicable offers or items are ONE per qualifying order unless otherwise expressly noted in listing and sale info regardless of technical or other possible errors. In the event same day orders are combined as an exception, only one free item will be issued per combined order. If additional free items are mistakenly added to your cart due to technical error please be aware that you will only be receiving one for each qualifying order or customer or as outlined in the details of the special. Misuse of coupon codes or sales/discounts will void the order. Intentional misuse or fraud will be noted and future orders will not be accepted when deemed necessary. We reserve the right to refuse service and/or cancel any order placed incorrectly due to improper code/discount application or for any other reason we deem necessary. Please read all special/sale information prior to placing your order as changes cannot be made after order submission. This includes buyers remorse, failure to read full item details and all other applicable item, store and policy/terms of service information and etc.
*If you place an order during a special promotion and have provided your email address in your order and/or account information you give Novel Red permission to email you with any information regarding said promotion such as delivery of VIP codes earned/won, giveaway items and any other correspondence relative to your order/ current specials and/or as stated in any applicable promotion including information regarding said order. Participating in or ordering during/in accordance with any such promotion assumes you have read, understand and agree to all of the details of the offer/promotion.
***Orders placed during free item promotions such as the pad of the month promotions will receive the promotional item/discount only if it is active at the time of order submission. All current specials are advertised on the website slideshow at novelred.com or linked to on the front page of novelred.com typically under the heading "Specials" (actual link placement may vary). If a promotional ad is no longer visible or is noted in the description as closed or ended it is assumed to be discontinued and no longer active even if showing on novelred.com. Special promotions must be published and visible as of the order submission date to receive the item with the order unless otherwise expressly stated in offer details. When any offer or sale includes specific dates or requirements, such offer/sale/etc. will only be honored in accordance with those dates and requirements .Please make sure you have read, understand and agree to the current offer and details of the offer at the time you are ordering. If you are unsure of the availability of an offer or promotion you may email us at customerservice@novelred.com prior to order submission for clarification and we will let you know if it is currently available and any other applicable details requested. Please do this PRIOR to ordering. Changes will not be made after an order is submitted.
It is our right to refuse or cancel any order if we deem it necessary without warning or explanation. In the event an item is out of stock that item will be refunded and an email notification will be sent. The remainder of the order will be shipped as scheduled.
Placing an order with Novel Red assumes you have read, understand and agree to all store and order policies, terms of service and privacy policy which are linked to at the bottom of the page.
Agreeing to Novel Red's order policies assumes understanding and agreement of the following policies as well:
Turn Around Time for all orders - Subject to change based on order demand and workload. All items Ready to Ship unless otherwise expressly noted within the product listing/details or title. When/if any custom items are available, turn around time should be observed the day the order is placed and begins with the first business day following the date of order submission. Updates to turn around time are in effect for new orders as of the day they are posted/noted. This does not change official turn around time for previously placed orders though exceptions can occur. We will always do our best to complete and ship orders promptly. Turn around time can be longer or shorter than estimated. Typical ship out time for Ready to ship items is within a few business days beginning on the business day following the order date but may be extended during busy times, holidays and/or unexpected or extenuating circumstances and in concert with Novel Red's shipping schedule which can vary from multiple shipments per day to one shipment day per week or less. Due to such special circumstances these time frames may be longer or shorter than expected without notice. Orders containing promotional items and giveaway winner items may require additional processing time and ship-out time. Processing, ship-out and turn around time do not include transit time.
Shipping and Handling for all orders domestic and international - including information on customs, abandoned and non-deliverable orders, insurance add ons and delivery confirmation/tracking/transit. Shipping and ship out time is an estimate and can vary.
Returns and Refunds policies - including quality/error/etc. replacement requests.
*Please ask any questions prior to submitting your order. We will do our very best to help in any way we can!