FAQs

Effective Date: May 22, 2025

Welcome to the Frequently Asked Questions page for Novelball. This page is designed to help answer common questions regarding orders, shipping, returns, payments, products, and customer support.

If you cannot find the information you need, please contact our support team for additional assistance.

General Questions

What products does Novelball sell?

Novelball specializes in fashion apparel, including:

• T-Shirts
• Hoodies
• Jackets
• Pants

Our collections are designed to provide comfortable, stylish, and versatile everyday wear.

How can I contact Novelball?

You can contact our customer support team using the information below:

• Store Name: Novelball
• Website: Novelball Official Store
• Email: support@novelball.com

Support Hours

• Monday – Saturday
• 8:00 AM – 7:00 PM (EST)

Do I need an account to place an order?

No. Customers may place orders as guests without creating an account.

However, creating an account may provide easier access to:

• Order history
• Tracking updates
• Faster checkout
• Saved information

Ordering Questions

How do I place an order?

To place an order:

1. Browse products on our website.
2. Select your preferred item, size, and quantity.
3. Add items to your cart.
4. Proceed to checkout.
5. Enter shipping and payment information.
6. Confirm and submit your order.

Once payment is approved, you will receive an order confirmation email.

Can I change or cancel my order?

Yes, order changes or cancellations may be possible if the request is submitted before processing begins.

Because orders are processed quickly, we recommend contacting us immediately after placing your order.

Orders that have already shipped cannot be canceled.

Why was my order canceled?

Orders may be canceled for reasons including:

• Payment authorization failure
• Incorrect billing information
• Inventory unavailability
• Fraud prevention review
• Suspicious transaction activity

If your order is canceled, you may contact our support team for additional information.

Shipping Questions

What are your shipping times?

Our standard shipping timeline is:

Business days are Monday through Friday.

What is your order cut-off time?

Orders placed before 5:00 PM EST on business days are typically processed the same business day.

Orders placed after the cut-off time may be processed on the next business day.

How much does shipping cost?

Novelball currently offers a flat-rate shipping fee.

Shipping fees are displayed during checkout before payment is finalized.

Which shipping carriers do you use?

We work with trusted delivery carriers, including:

• USPS
• UPS
• FedEx

Carrier selection may vary depending on destination and logistics availability.

Will I receive tracking information?

Yes. Once your order has been shipped, a tracking number will be sent to your email address.

Tracking updates may require 24–72 hours to become active after shipment confirmation.

What should I do if my package is delayed?

Shipping delays may occasionally occur due to:

• Weather conditions
• Carrier disruptions
• Holiday demand
• Customs processing
• Operational delays

If your package appears delayed, please contact our support team for assistance.

What happens if my package is marked delivered but I did not receive it?

We recommend:

1. Checking around your delivery location.
2. Contacting neighbors or household members.
3. Contacting the shipping carrier directly.
4. Waiting briefly for delayed final delivery scans.

If you still cannot locate the package, contact our support team for guidance.

Payment Questions

What payment methods do you accept?

Novelball currently accepts:

• PayPal
• Venmo

All payments are securely processed through trusted third-party providers.

Is my payment information secure?

We prioritize secure checkout procedures and encrypted payment processing.

Payment details are handled through secure third-party payment providers rather than stored directly on our servers.

Why was my payment declined?

Payments may be declined due to:

• Insufficient funds
• Incorrect billing details
• Expired payment methods
• Bank security restrictions
• Payment provider verification failures

Please verify your payment information or contact your payment provider for assistance.

Return & Refund Questions

What is your return policy?

Novelball accepts eligible returns within 60 days of delivery.

Returned items must generally be:

• Unused
• Unwashed
• In original condition
• Free from damage or alterations

Please review our Return & Refund Policy for complete details.

How long do refunds take?

Approved refunds are generally processed within:

Actual timing may vary depending on your bank or payment provider.

Do you charge restocking fees?

No. Novelball does not charge restocking fees for eligible returns.

Who pays for return shipping?

Customers may be responsible for return shipping costs unless:

• The wrong item was received
• The item arrived damaged
• The product is defective

Can I exchange an item?

Yes. Exchanges may be available depending on:

• Product availability
• Inventory levels
• Eligibility requirements

Please contact our support team for exchange assistance.

Product Questions

How do I choose the correct size?

We recommend reviewing available size information carefully before placing an order.

If you need additional sizing assistance, please contact our support team before purchasing.

Will product colors look exactly the same in person?

We strive to display products as accurately as possible; however, actual colors may vary slightly depending on:

• Screen settings
• Device displays
• Lighting conditions

Are your products true to size?

Most products are designed to fit according to standard sizing guidelines. However, fit may vary depending on:

• Product style
• Material
• Design

Customers who prefer a looser fit may consider sizing up.

How should I care for my apparel?

For best results:

• Wash garments according to care label instructions
• Use cold water when appropriate
• Avoid excessive heat drying
• Turn printed garments inside out before washing

Proper care helps maintain product quality and longevity.

Account Questions

Can I track my order without an account?

Yes. Tracking information is sent to the email address used during checkout.

An account is not required to monitor shipment progress.

I entered the wrong shipping address. What should I do?

Please contact us immediately after placing your order.

Address corrections may be possible before shipment processing begins.

Once an order has shipped, address changes may no longer be available.

Security & Privacy Questions

How does Novelball protect my information?

We use reasonable security measures designed to protect customer information, including:

• Secure website encryption
• Restricted access systems
• Payment security protections

While we strive to maintain secure systems, no online platform can guarantee absolute security.

Do you sell customer information?

No. Novelball does not sell customer personal information to third parties.

Information may only be shared with trusted operational providers necessary to fulfill services such as payment processing and shipping.

Additional Support

I still need help. How can I contact support?

Our support team is available to assist with:

• Orders
• Shipping
• Returns
• Payments
• Product questions
• General inquiries

Customer Support Information

• Store Name: Novelball
• Website: Novelball Official Store
• Email: support@novelball.com
• Support Hours: Monday – Saturday, 8:00 AM – 7:00 PM (EST)

FAQ Summary

Thank you for visiting Novelball. We appreciate your support and remain committed to providing reliable service and a smooth shopping experience.