Contact Us
Last updated: September 16, 2026
Thank you for visiting nova-r. Our Customer Support team is available to help with questions about products, orders, payments, delivery, returns, and refunds.
You can contact us by email or telephone. Please include complete and accurate details so we can assist you efficiently.
Customer Support Contact Details
Store name: nova-r
Email: support@nova-r.shop
Telephone: 3154645696
Business address: 265 N Ferris St, Powell, WY 82435, United States
Customer Support Hours
Monday to Saturday: Regular business hours
Sundays and applicable public holidays: Closed
We normally respond within 1 to 3 business days. Enquiries received on Sundays or public holidays are normally reviewed on the next business day.
Response times may be longer during public holidays, major promotions, or periods of unusually high demand.
Before You Contact Us
You may find an immediate answer by checking:
The product description and specifications
Our Frequently Asked Questions page
Our Shipping and Delivery Policy
Our Returns and Refunds Policy
Our Privacy Policy
Our Terms and Conditions
Your order confirmation or dispatch confirmation
If you still need help, please contact us and we will be happy to assist.
Order-Related Questions
For questions about an existing order, please include:
Your full name
Your order number
The email address used to place the order
The name of the relevant product
A clear description of your question or issue
Please do not include your complete credit or debit card number, card security code, account password, banking password, or one-time verification code in an email or contact form.
Product Questions
Before contacting us about a product, please review the product description, specifications, dimensions, usage instructions, and other information on the relevant product page.
If you need additional information, send us the product name or product-page link along with your question.
Damaged, Faulty, Incomplete, or Incorrect Products
If your order arrives damaged, faulty, incomplete, incorrect, or materially different from its description, please contact us and provide:
Your order number
A clear description of the issue
Photographs or video of the affected product, where useful and reasonably available
Photographs of the outer packaging and delivery label, where relevant
Photographs of all products received if part of the order is missing
Please keep the product, packaging, delivery label, and related materials until we have reviewed your request.
Photos or video may help us investigate, but we will not impose unreasonable evidence requirements or make your statutory consumer rights conditional on providing photographs.
Delivery and Tracking Enquiries
If your enquiry is about delivery, please check the tracking information in your dispatch confirmation first.
Tracking information may take up to 48 hours after dispatch to become active in the carrier's system. Temporary gaps in tracking updates do not necessarily mean the parcel has stopped moving.
If the estimated delivery period has passed or tracking has not updated for an unusual period, contact us with your order number and tracking number.
We remain responsible for handling delivery issues and will not require you to resolve a lost-parcel claim solely with the carrier.
Returns
For most products purchased online, US consumers may notify us that they wish to cancel within 14 days after receiving the order. After notifying us, the products must normally be returned within a further 14 days.
Certain products are excluded from change-of-mind cancellation rights under applicable law. These exclusions do not affect your rights if a product is faulty, damaged, incorrect, or not as described.
When requesting a return, please provide:
Your order number
The product you wish to return
The reason for the return
Supporting photographs or video where relevant
Please contact Customer Support for return authorisation and instructions before sending a product.
Unless we provide a different authorised return destination, returns should be addressed to:
nova-r Returns
265 N Ferris St
Powell, WY 82435
United States
The return address is located in the United States. Customers making a change-of-mind return may therefore incur domestic postage costs.
Do not assume that the original dispatch address is the correct return destination. Using an incorrect or unauthorised address may delay your return. This requirement does not restrict any statutory consumer right.
Order Changes and Cancellations
If you need to change or cancel an order, contact us as soon as possible.
We will make reasonable efforts to assist you, but we cannot guarantee a change or cancellation after an order has entered processing, been packed, or been dispatched.
If an order has already been dispatched, you may receive it and then exercise any applicable cancellation and return rights under our Returns and Refunds Policy and applicable consumer law.
Payment Enquiries
If you have a question about a declined payment, authorisation hold, duplicate charge, or refund, please provide your order number and a clear description of the issue.
Do not send complete card details, card security codes, banking passwords, or one-time verification codes by email.
Your bank or payment provider may need to assist with declined transactions, temporary authorisation holds, exchange rates, or the time required for a refund to appear.
Refund Enquiries
Approved refunds will normally be issued using the original payment method unless you expressly agree otherwise. We will not charge a fee for issuing an eligible refund.
After we issue a refund, your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.
If more than 14 business days have passed since we confirmed that your refund was issued, contact us with your order number.
Complaints
If you are dissatisfied with a product or the service you received, email support@nova-r.shop and include the word Complaint in the subject line.
Please provide your name, order number, and a clear description of the matter. We will review your complaint and respond within a reasonable period.
US consumers may also seek independent guidance from the Better Business Bureau or another appropriate consumer-protection organisation.
If You Have Not Received a Response
If you have not received a response within three business days, please:
Check your spam, junk, and promotions folders
Confirm that your message was sent to support@nova-r.shop
Add our email address to your safe-sender list
Resend your message with your order number in the subject line, where applicable
Business and Legal Correspondence
Business or legal correspondence may be sent to:
nova-r
265 N Ferris St
Powell, WY 82435
United States
Please contact Customer Support before sending products, returns, or other parcels to this address.
Contact Information
Store name: nova-r
Email: support@nova-r.shop
Telephone: 3154645696
Address: 265 N Ferris St, Powell, WY 82435, United States
Customer Support response time: Normally within 1 to 3 business days