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FAQ

ORDERS & SHIPPING

When will my order ship?
Current processing is 2-7 days but this may be extended due to supply line issues worldwide. (This is the timeframe until the order ships, we cannot give accurate shipping times due to USPS extended delays) We strive for the fastest shipping time frames possible. If items are delayed on our end prior to shipping, you will be contacted.

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 may be sent in multiple shipments.

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 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.**

WE DO NOT ACCEPT RETURNS

Damages and issues
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, 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.
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. 

Exchanges
Please double check (triple check) your cart before checkout, we can not accept returns or exchanges at this time other than for damaged or incorrect items.

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.  

OTHER FAQ

Recent Updates: 6/6/2022

-More Perks!-We have heard you and added a few more perks to the rewards list!

-Megan, NO MORE BLACK!- We are adding more shirt colors to future (and past) designs! 

-Tank Tops in larger sizes are in the works!

-We Need Book Recs!- You can find book recommendations on the Blog Post portion of the website!

-WIll You Sell Special Edition Books? We do not carry signed items of books and don't have plans for this in the future.

-Bookmarks? Prints? More Stickers? We have some new items in production that we think will fill some of the requests we are getting regularly for the budget friendly shopping option!

-More General Bookish Designs - We have LOTS of genre variations and general designs coming! I was just in a Dark Romance mood this summer apparently.

-Color Charts for Clothing- This is in the works as well. Darn Bella Canvas and their weird names for colors,It is a slow process to add it to all listings but we are working on it!

-International Sizing Guides are coming. We are diligently working to get our sizing graphics updated on all listings.

-Other Shirt Style Options- Stay Tuned!

-Different Brands - We have tried out a few brands and the overwhelming response was to continue to carry XS-5X in as much as we can, while still keeping the quality up. We currently stock the Golden Softstyle Crews and Sweatshirts, and Bella Cavnas in Tees. Unfortunately not all brands feel the same way with sizing. We have chosen to stick with the companies that carry the most diverse sizing available to us with our fulfillment center, while also providing the highest quality possible. We are working on adding more option in the future!

 

Are all of your designs licensed?

Not all authors work hand in hand with us on their designs or have a licensing contract in place, however all items are made with permission from the authors. All bulk orders for boxes have permission from the authors to commission work from us.

Do You Do Giveaways or Discounts?

Yes we do, monthly giveaways in our newsletter and frequently on our instagram. We have Rep Discounts also on our instagram!

My Items were in the cart and then they sold out!

We have searched high and low, but no shops that we have spoken to have found an integration that doesn't have major glitches to rectify this problem. Unfortunately sometimes it is just luck of the draw. We do our best to anticipate quantity needs and are constantly evaluating stock numbers to combat this. We are sorry you have missed out on an item.

Why is the Shipping SO HIGH, you said it was discounted!

Well, we do the best we can, and shipping rates went up 30% this year. Rather than raise our prices more than we already have, we implemented the lowest shipping possible, while also eating a good chunk of the cost ourselves, the rates you are charged for shipping are a flat estimation and typically are only 50-70% of what the actual shipping costs. We promise we are doing our best on this front. International shipping is a doozy but we are constantly trying to find lower cost methods that don't take 3-4 months to arrive.

You only pick big authors!

Something I pride myself on, is that Novel Grounds is filled with books and authors that I personally love. We don't base our choices off viral trends, these are the books we actually read and love personally. This company is just me at the end of the day. I can only read so many books. Some are definitely more popular than others, but 90% of the authors I work with are Indie authors, because thats who I gravitate towards. I work with authors that I personally have read and loved, and when you guys fill out the yearly surveys, I take into consideration who you request when making my TBR. So I am sorry our lineup wasn't what you expected, but you can trust in the fact that we only work with authors we have read and loved and that list is constant growing and changing.

 

THANKS FOR STOPPING BY!

Updated 6/2022

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