Shop Policies

We do not take returns or exchanges.

No Refunds or Returns. All sales are final.

Please double check (triple check) your cart and items before checkout, we do not accept returns or exchanges other than for damaged or incorrect items. We do not accept returns or exchanges due to incorrect sizing.

If you shop in person at our Virginia storefront and discover damage to an item you purchased, you must return to the shop, or contact us within 24 hours (Excluding Mondays) to arrange a replacement or store credit.

Store Phone: 757-231-6868

International Orders

We do not collect or charge VAT, CUSTOMS FEES, or BROKERAGE fees from you upon ordering. You will be required to pay these fees as required by your respective country upon delivery. Novel Grounds is in no way responsible for these fees, and any packages returned to us for non payment will not be refunded to you, or re-mailed, without further payment of shipping fees. We do not control, nor can we anticipate costs of these fees.

Damages and Issues - Online Orders

If you receive a damaged, defective or incorrect product in the mail, email us at info@novelgrounds.com or fill out the form below immediately. Please provide your order number in the subject heading so we can advise on the best course of action to rectify the issue, along with any relevant photos. If the item is defective, damaged or incorrect we want to make it right.

This must be done within 30 days of receipt for clothing items and 14 days for mailed books.

** Due to extensive amount of lost packages, we are no longer sending out replacement packages if a claim is not filed. USPS requires a 30 day no-movement period before a claim can be filed. Once a claim is filed we will issue a credit or replacement products at our discretion**

**Novel Grounds is not responsible for stolen packages and they will not be refunded or replaced. Please contact your local post office if this happens and coordinate with them on next steps. We recommend you file a help request form with the USPS. Once your package leaves us, it is out of our control and we can only go by the tracking details provided.**

BOOK DAMAGE

For books, what do we consider damage?

Large dented or crushed corners
Ripped Pages
A tear or rip on the front of the book or spine
Residue or marks on the front or spine that cannot be removed
Water Damage
USPS Running over the box

What do we not consider damage?

Small marks on the back of book
Page bleeding or unevenly sprayed edges - These are done by the publisher and checked before shipping by them for quality control
Minor creasing/indent or folding on the top or bottom of the book spine
Wavy books - Not water Damage (This happens when books travel from high moisture areas and books will flatten out once unpackaged and shelved)
Sllight indenting on the corners of spine- this is very normal with books that are triple shipped
Unmatched sprayed edges for a series- these are done by the publisher we have no control over the color edges are sprayed

All books in our store come from the printer, to the publisher, then to us, and then to you. Minimal wear is to be expected, just as from any bookstore. We do our best to inspect every book and only send out those within our given parameters from the publisher as acceptable. If you think we made an error please check our FAQ section of the website and email us if your book qualifies as damaged. Unless other wise noted, books from Novel Grounds and the publishers are NOT collector condition.

CLOTHING CARE INSTRUCTIONS

Our Items are made with a direct-to-garment (DTG) printing technology, it uses high-quality inks that won't fade for a long time if taken care of properly.

Keep in mind that the original manufacturer's care instructions don't take into consideration the DTG printing process. So we suggest following the care instructions here to learn how to take care of your printed garments properly.

Printed apparel can be machine-washed cold, inside-out on a gentle cycle with a mild detergent and like colors. Use non-chlorine bleach only when necessary. You shouldn't use any fabric softeners or dry-clean the items.

DTG-printed apparel can be tumble-dried on a low cycle, but hang-dry works best. When it comes to ironing, use cool iron inside-out. Don't iron the print.

Follow these instructions carefully to avoid fading and cracking of the print, and shrinking the garment that can occur if you wash or dry it on a high setting.

CONTACT US

If you have a problem with your order, please email us at info@novelgrounds.com or reply in the contact form below and include your order number in the subject. Please keep in mind that the majority of our shipping is automated and as such, the customer is responsible for entering in the full correct mailing address at checkout.

If you make a mistake please contact us ASAP. If your order has not been shipped, we will do our best to update the shipping details, otherwise your order will go out as it was entered. Please double check.

Packages that are returned to us for an insufficient address will be issued as a store credit to the customer, minus any shipping costs. Reshipping costs will be the responsibility of the customer.

Due to extensive amount of lost packages, we are no longer sending out replacement packages if a claim is not filed. USPS requires a 30 day no-movement period before a claim can be filed. Once a claim is filed we will issue a credit or replacement products at our discretion

Novel Grounds is not responsible for stolen packages and they *will not*** be refunded or replaced. Please contact your local post office if this happens and coordinate with them on next steps. We recommend you file a help request form with the USPS. Once your package leaves us, it is out of our control and we can only go by the tracking details provided.**

IF YOU HAVE ANY QUESTIONS THAT HAVE NOT BEEN ANSWERED HERE PLEASE FILL OUT THE CONTACT FORM.