Novo offers free standard shipping to New Zealand customers when the order exceeds $79.00. Our standard shipping rate is $9.90.
We aim to ship all orders within 24-48 hours. Please note that we do not ship any orders on Victorian public holidays or on weekends. For standard shipping, you can expect your order to arrive in 3-9 business days and longer for regional areas. Please note that these are estimates only and Novo cannot guarantee exact delivery dates. For rural areas, longer delivery times can be expected for all services.
If you think you’ve made a mistake on your shipping address, please contact the customer service team as if your order has not been shipped, we may be able to amend it. If you order has already been shipped, you can re-route your parcel inside your Australia Post tracking link. Go to Get help > Collection and delivery options > Redirect parcel or change address.
For New Zealand orders we use NZ post for orders shipped within New Zealand. For orders shipped from Melbourne, Australia, we use SEKO.
Whilst a large majority of our orders are shipped from our warehouse in Melbourne, we do also ship a portion of orders from stores within New Zealand.
If you’ve received tracking details for your order, but it has not yet left our warehouse, the tracking information may say “pending”. This means that the parcel has not yet been scanned by the courier, but it is packed and ready to leave the warehouse.
There are times when we may ship your order from two separate locations, including from our warehouse or from a store. In this instance you may receive more than one tracking number.
We do not require a signature on delivery, so if it is safe to do so, your parcel may be left somewhere on the property.
Unless otherwise specified, the courier will look for a safe area to leave your parcel if you are not home. If there is no safe area to leave your parcel, it will be taken to the nearest post office or collection point. A collection information card will be left on the property or in your mailbox.
Yes, we do. Please specify this at the checkout page when entering your shipping address.
Your order might still be in transit. However, delays can occur due to high parcel volumes or service disruptions within the Australia Post network. If your parcel is taking longer than the estimated delivery timeframe, we recommend reaching out to Australia Post for assistance: Australia Post Help & Support.
If there is an incorrect address on your parcel and our delivery partner cannot deliver it, they will redirect it back to our warehouse. Once it arrives at our warehouse, you will be contacted by our customer service team to verify your shipping address. If you see that your parcel is being returned to us before we contact you, you can always reach out to us, and we can assist you.
If your parcel was left on the property by our delivery partner but you cannot find it, please contact us so we can get more information about where it was left. If you believe your parcel may have been stolen, please lodge a report with your local police and contact us so that we can lodge an investigation with the delivery service provider.
On rare occasions, our delivery partner may lose a parcel in their network. In this instance, we are happy to reship or refund your entire order.
