ORDERS & SHIPPING
**Thank you for your patience during this time! We cannot guarantee any delivery or shipping dates at this time.**
PROCESSING & SHIPPING TIMES
Everything in our shop is custom made. Please note due to COVID-19 all orders will ship within 2 weeks from order date. This is currently extended. On average, all orders typically ship within one week.
Some of out products ship from a fulfillment center and will be shipped separately.
USPS First Class Mail arrives in an estimated 4-5 business days. Please keep in mind that due to recent changes at the USPS and COVID-19, you may experience delays with shipping.
If you have a problem with your order, please email up at email@example.com with your order number.
Customer is responsible for entering in the full correct mailing address at checkout. If you made a mistake, please contact us ASAP and if your order has not been shipped yet, we will do our best to update your shipping otherwise your order will go out as it was entered by you.
Packages that are returned to us for an insufficient address will be issued as a store credit to customer minus any shipping costs. Reshipping costs will be responsible to the customer if so desired.
** Due to extensive amount of lost replacement 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 if filled we will issue credit or replacement products, at our discression**
**Novel Grounds is not responsible for lost or stolen packages and they will not be refunded or exchanged. Please contact your local post office if this happens and coordinate with them on next steps or 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 what the tracking information says.**
If you receive a damaged, defective or incorrect product, please email us at firstname.lastname@example.org immediately, provide your order number and we will instruct you on how we will be rectifying the situation.
We are not currently accepting returns. If there is a problem with your order please email me at email@example.com to discuss store credit or a possible refund.
This must be done within 30 days upon receipt.
You can always contact us for any return question at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately at email@example.com if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned like custom products (such as special orders or personalized items), and bulk orders. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on any sale items or gift cards.
Please double check your cart before checkout, we are not accepting returns or exchanged currently.
Refunds are on a case to 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.
Can you carry my bags in your shop?
We have worked with a variety of authors on preorders for the shop and on carrying licensed designs! If you want to run a preorder for your group or team, or set up licensing, please email me at Novelgrounds@gmail.com or fill out the contact form below.
If you have any questions that I have not answered here please email us at Novelgrounds@gmail.com or fill out our contact form.
Thanks for stopping by!