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SHIPPING FAQ

ORDERS & SHIPPING

When will my order ship?
 If items are delayed you will be contacted. Current processing is 2-7 days but this may be extended due to holiday order influx. We strive for the fastest shipping timeframes possible.

WE RECOMMEND PLACING HOLIDAY ORDERS PRIOR TO DEC 1st  FOR HOLIDAY DELIVERY, HOWEVER WE CAN’T GUARANTEE ANY DELIVER BY DATES DURING THIS TIME.

**Thank you for your patience. We try our very best but unfortunately we cannot guarantee any delivery or shipping dates during this time**

PROCESSING & SHIPPING TIMES

Everything in our shop is made to order. Please note due to COVID-19 all orders will ship within 2 weeks of the order date. This is currently an extended timeline, on average we typically ship within one week.

Some of our products ship from the Novel Grounds office and others from a fulfillment center. Please note, some orders could be sent in multiple shipments.

Small Bags and Stickers will ship from the Novel Grounds office in the US.

USPS First Class Mail arrives in an estimated 4-7 business days. Please keep in mind that due to recent changes at the USPS and COVID-19, you may experience delays with shipping. 

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.

OTHER PROBLEMS:

If you have a problem with your order, please email us at info@novelgrounds.com and include your order number in the subject.

Please keep in mind that 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. Your best option is to 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 receive a damaged, defective or incorrect product, email us at info@novelgrounds.com immediately. Please provide your order number in the subject heading so we can advise on the best course of action to rectify the issue.

RETURNS

I have a problem with my order.
Please email us at info@novelgrounds.com or fill out the contact form below. We strive to put out the best products and we stand behind our items. If you are unhappy with your order for any reason please reach out to us.

 

**COVID UPDATE**

We are currently not accepting returns. If there is a problem with your order please email us at info@novelgrounds.com to discuss store credit or a possible refund. This must be done within 30 days of receipt.
You can always contact us for any return question at info@novelgrounds.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately at info@novelgrounds.com with any issues. If the item is defective, damaged or incorrect we want to make it right.

Exchanges
Please double check (triple check) your cart before checkout, due to increased COVID-19 precautions, we can not accept returns or exchanges at this time.

Refunds
Refunds are evaluated on a case by case basis. If approved, you’ll be automatically refunded on your original payment method or given store credit. Please remember it can take some time for your bank or credit card company to process and post the refund too.

IF YOU HAVE ANY QUESTIONS THAT HAVE NOT BEEN ANSWERED HERE PLEASE EMAIL US AT INFO@NOVELGROUNDS.COM OR FILL OUT THE CONTACT FORM. 

THANKS FOR STOPPING BY!

Updated 10/2021 

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