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Novogratz Frequently Asked Questions
Can I return the damaged items?
They only replace items if they are defective or damaged.
If you need to exchange it for the same item, send us an email at [email protected].
All damaged or defective items should be reported to them within 3 days of receipt of package.
Price adjustments will only be issued for items going on sale within 3 days of purchase. Credit will be given in the form of a store credit only.
This only applies to items purchased on www.shopthenovogratz.com - unfortunately they are unable to price match with other retailers.
When will I receive my refund?
Please allow up to 2 weeks for them to receive your return and process your request.
Refunds will be issued in the original form of payment for the cost of the product plus taxes, if applicable.
Unless your order arrived damaged or incorrect, shipping costs for the return are the responsibility of the customer.
What is the shipping policy?
Most orders will be processed for shipment within 10 business days - not including weekends or holidays.
Due to limited staff working in their warehouses and transit carrier capacity limits, some orders may take additional time to be processed for shipment.
They'll email you your tracking information as soon as it's available.
Please note that carriers are over capacity and it might take a bit longer than normal for your item(s) to be delivered once in transit. Feel free to reach out with any questions to [email protected] and they'll be happy to assist.
Orders under $100 will have a flat rate of $12 for shipping added. All orders over $100 will ship for free.
Do I need to pay for the return shipping?
All returns must be made in their original packaging.
You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable. Please note that they do not provide return shipping labels for returns.
What is the return and cancellation policy?
They want to be sure that you love your product. If for some reason it does not work for you and your home or you need to exchange, please contact [email protected] prior to mailing any products back.
Any products returned without prior approval will be subject to a 25% restocking fee.
Returns will only be accepted within 30 days of receipt of item. Please note that some items are not eligible for return.
Please note that they cannot guarantee cancellation after an order has been placed. If you would like to initiate a cancellation, please email [email protected] directly.