Damage, Missing Parts & Delivery Claims

Last updated: September 11, 2026

What to report

This policy applies to:

visible or concealed shipping damage;
defective merchandise;
missing cartons, components, or hardware;
an incorrect product, color, configuration, or quantity;
tracking that has stopped moving; and
a shipment marked delivered but not received.

Reporting periods

Visible shipping damage: contact us within 48 hours after delivery.
Concealed damage, defects, missing parts, or incorrect items: contact us as soon as reasonably possible and within 30 calendar days after delivery.
Undelivered shipment: contact us within 60 calendar days after the shipment date.
No movement after label creation: contact us after 7 business days without a physical carrier scan.

Prompt reporting protects the evidence needed for a carrier or warehouse investigation. These periods do not eliminate rights that cannot be waived under applicable law.

Evidence needed

Email support@homefurnovo.com with your order number and, as applicable:

a clear explanation of the problem and affected quantity;
full-product photos and close-ups of the affected area;
photos of all sides of the outer and inner packaging;
a readable photo of the shipping label and carton/item labels;
a copy or photo of the delivery receipt showing any damage notation;
photos of received cartons and their tracking labels for multi-carton shortages;
a short video showing a functional defect when a photo cannot show it; and
confirmation that the original product and packaging are being retained.

We may request reasonable supplemental evidence or carrier inspection. Do not discard, repair, alter, assemble further, or return the item until instructed, unless necessary to prevent injury or further property damage.

Review and remedies

We will acknowledge the claim and begin review after receiving sufficient information. Carrier or warehouse verification may be required. We aim to provide an initial resolution or request for additional evidence within 3 business days after the claim file is complete.

Depending on the verified issue, available inventory, proportionality, and applicable law, the remedy may be:

shipment of missing or replacement parts;
replacement of the affected carton or product;
repair support;
a partial refund accepted by the customer;
an authorized return for a full refund; or
a refund for merchandise confirmed lost in transit.

NOVAHOME will not charge return freight or a restocking fee for a verified damage, defect, wrong-item, or incomplete-item return.

Delivery disputes

For a shipment marked delivered but not found, first check the delivery location, household members, neighbors where appropriate, building staff, and carrier notices. We may obtain the carrier's proof of delivery and request a signed non-receipt statement. Claims may be denied when reliable proof shows delivery to the correct eligible address, subject to applicable law and any contrary evidence.

Claims may also be denied when loss or extra cost results from an incorrect customer address, an unreachable recipient, an unauthorized address change, refusal of an undamaged shipment, or failure to retrieve an available delivery, except where NOVAHOME or the carrier caused the error.

Safety

Stop using any product that appears structurally unsafe. Photograph the condition and contact us. Do not attempt a repair unless NOVAHOME provides or approves the instructions.