2. Shipping Policy
This policy explains how Novéra processes and ships your order.
2.1 Processing Time
Orders are processed and shipped within three (3) to five (5) business days of order confirmation. Business days are Monday through Friday, excluding Canadian statutory holidays. Orders placed on weekends or holidays are processed on the next business day.
During promotional periods, product launches, or unusually high demand, processing times may extend slightly. We will notify you by email if a delay affects your order.
2.2 Shipping Destinations
Novéra currently ships to addresses within Canada. Shipping to the United States is planned and will be announced when available. International shipping beyond Canada and the US is not currently offered.
2.3 Shipping Methods and Carriers
Novéra ships using a mix of Canadian carriers, selected based on destination, package dimensions, and service availability. Carriers may include Canada Post, Purolator, UPS, FedEx, and other reputable couriers. The carrier and service level for your specific order will be confirmed in your shipping notification email.
2.4 Shipping Rates
Shipping rates for Canadian orders are as follows:
- Standard shipping: $10.00 CAD flat rate.
- Free standard shipping on orders of $290.00 CAD or more (before tax).
Rates for US shipping will be published when US shipping becomes available.
2.5 Estimated Delivery Times
Estimated delivery times after shipment vary by destination and carrier. Typical transit times within Canada are three (3) to seven (7) business days. Remote areas may require additional time.
Estimated delivery times are provided by the carrier and are not guaranteed. Weather, customs (for future international orders), and unforeseen logistics events may affect delivery.
2.6 Tracking
Every order ships with a tracking number. You will receive a shipping confirmation email with tracking information once your order has been dispatched. Please allow up to 24 hours after receiving this email for tracking updates to appear in the carrier's system.
2.7 Delivery Issues
Lost packages
If your tracking information indicates a delivery problem, or if the package is marked as delivered but you have not received it, please contact us at support@noveraskincare.com within seven (7) days. We will assess each situation on a case-by-case basis and work with you to resolve it, which may include contacting the carrier, filing a claim, or arranging a replacement. Our goal is always to ensure that you receive your order.
Incorrect address
Please double-check your shipping address before completing checkout. Novéra is not responsible for packages delivered to an incorrect address provided by the customer. If a package is returned to us due to an incorrect address, the customer will be responsible for reshipment costs.
Damaged in transit
If your package arrives with visible damage, please photograph the package before opening and contact us within 48 hours of delivery. See Section 1.8 (Damaged or Defective Products) for the replacement process.
2.8 Taxes and Duties
Canadian orders are subject to applicable federal and provincial taxes (GST, HST, or PST) based on the shipping destination. Taxes are calculated and displayed at checkout.
Future US orders will be subject to applicable state and local taxes. Any customs duties, if applicable, will be the responsibility of the recipient unless otherwise stated.
2.9 Contact
Shipping questions: support@noveraskincare.com · +1 800-721-2636