FAQ

Frequently Asked Questions

When will my items be shipped?

Your order will generally take 3-5 business days to process, and 3-8 business days to ship. During busy season (the holidays, etc) there may be delays. We are prepared to do everything we can to get your order out as soon as possible. 

Shipping times are calculated with business days, which are Monday-Friday, not including holidays.  If you haven’t received your order within 2 weeks of ordering, please contact support@thenovelhome.com

Where are my items shipping from?

All items are shipped from our headquarters in Nebraska or from our partner print shops within the United States.

How will my items be shipped?

Items will be delivered by a shipping carrier of our choice, with a goal of getting the order into your hands within 3-8 business days of shipment.

Do you ship internationally?

We do not ship internationally at this time.

Can I make a change to, or cancel, my order?

Once an order has been submitted, we may be unable to make changes since processing begins soon after your order is submitted. However, you can contact us at support@thenovelhome.com and we are always willing to see what we can do.

How is the shipping cost calculated for my order?

Shipping has a flat rate of $3.99, with free shipping on $35+ orders.

What if my package is returned as undeliverable?

Any packages returned to us that are labeled by the shipping carrier as undeliverable will be refunded when returned to the seller. Refunds will be issued to the payment method used for that specific order.

Why isn't my order going through?

First, make sure that all of the items in your cart are still available on the site. If an item that is in your cart has already sold out or has been removed from the site, the order will not process. You can hit remove to delete those unavailable items from your cart.

If you are receiving an AVS error when trying to check out, that means that the billing information, or CVV number on the back of your card, that you have entered in during check out does not match the billing address that your bank or cardholder has on file for that card.

Be sure to use an up-to-date browser when looking at the site, like Google Chrome.

Can I return my order?

If you don't love your purchase, please contact us within 14 days of receipt to arrange for a replacement or refund.  Please contact us at support@thenovelhome.com with your order number and the item you’d like to return. We cannot accept returns on personalized items. See our full return/refund policy at https://thenovelhome.com/policies/refund-policy

What do I do if the item I received is damaged or defective?

If your product arrives damaged or defective, please contact us as soon as possible so we can resolve the issue quickly. We ask that you send your order number, and a picture of the issue to support@thenovelhome.com. This will help with quality control, and prevent the same situation in the future. As with returns, please contact us within 14 days of the purchase of your order.