FAQ

FAQ – NovaJing
Find Quick Answers Here

Can’t find what you need? Our friendly team is always ready to help at novajing@gmail.com.

Ordering & Payment

Q: What payment methods do you accept?
A: We accept all major credit/debit cards (Visa, Mastercard, American Express) via secure payment gateways, as well as PayPal and Apple Pay.

Q: Is my payment secure?
A: Absolutely. Our checkout is secured with SSL encryption, and we do not store your full card details. All payments are processed by PCI-DSS compliant providers.

Q: I haven’t received my order confirmation email. What should I do?
A: Please first check your spam/junk folder. If it’s not there, log into your account on our site to view the order status, or contact us with your name and email address used for purchase.

Shipping & Delivery (DDP to UK)

Q: Do you ship internationally? What about fees?
A: Yes, we ship worldwide. For UK customers, we operate on a Delivered Duty Paid (DDP) basis. The price you see at checkout is the final price—it includes all UK VAT and import duties. No hidden fees. For international orders outside the UK, the customer is responsible for any applicable customs duties and taxes in their country.

Q: How long will my order take to arrive?
A: UK orders are typically dispatched within 1-3 business days and arrive within 12-20 business days via tracked services. You will receive a tracking number once your order ships.

Q: Can I track my order?
A: Yes! Once your order is dispatched, you will receive a shipping confirmation email with a live tracking link. You can also log into your account to view the status.

Q: My tracking hasn’t updated. What does this mean?
A: Occasionally, carrier tracking systems can have a delay of 24-48 hours after dispatch. If it remains unchanged for several days, please contact us so we can investigate with the courier.

Returns, Warranty & Support

Q: What is your return policy?
A: We offer a 14-day return period for change of mind, provided the item is unused, uninstalled, and in its original packaging. For faulty items, please contact us within 30 days of receipt. See our full [Returns Policy] for all details and conditions.

Q: Are all items returnable?
A: For safety and hygiene, opened consumables (like adhesive strips, thermal paste) and sealed software cannot be returned unless faulty.

Q: Do your products come with a warranty?
A: Yes. Most products come with a 12-month limited warranty against manufacturing defects. This warranty does not cover damage from accidents, improper installation, liquid damage, or unauthorized modifications.

Q: I need help with a repair. Can you guide me?
A: We strongly recommend consulting our [Repair Guides & Blog] for detailed, step-by-step tutorials and videos. For complex issues, we can offer general advice via email, but we cannot be held liable for repairs attempted by customers.

Safety & Regulations

Q: Are your products safe?
A: Safety is our priority. We source from reputable suppliers. However, DIY repair carries inherent risks. Always disconnect power/battery before starting, use the correct tools, and follow guides carefully. If unsure, seek professional help.