Frequently Asked Questions

Orders

How do I know if my order has been confirmed?

After placing your order, you will receive an order confirmation email at the email address provided during checkout. Please review your order details and shipping address carefully. If you notice an error, contact us as soon as possible at support@homefurnovo.com.

Can I change or cancel my order?

Contact us as soon as possible if you need to change or cancel an order. We cannot guarantee changes or cancellations after processing or shipment has begun. If the order has already shipped, the applicable return policy and transportation costs may apply.

Can I change my delivery address after placing an order?

Address changes are not guaranteed after an order has entered processing. Changes requested after shipment may result in carrier rerouting, redelivery, storage, or return transportation charges.

Shipping and Delivery

Where do you ship?

We currently ship only within the contiguous United States. We do not ship to Alaska, Hawaii, Puerto Rico, U.S. territories, PO boxes, APO/FPO addresses, or international destinations.

How long does order processing take?

Orders are generally processed within 1–3 business days. Business days exclude weekends and federal holidays.

How long does delivery take?

Large furniture shipped by LTL freight generally arrives within 7–15 business days after dispatch. Delivery estimates are not guaranteed and may be affected by the destination, carrier capacity, weather, holidays, or other conditions outside our control.

What type of delivery do you provide?

Large furniture is generally delivered by curbside delivery. The carrier delivers the shipment to the curb or another accessible point near the delivery address.

Curbside delivery does not include:

Indoor delivery
Room-of-choice placement
Unpacking
Assembly
Packaging removal

Do I need to schedule a delivery appointment?

For LTL freight shipments, the carrier may contact you to arrange a delivery appointment. Please provide a valid telephone number and respond promptly to the carrier.

Missed appointments, inaccessible delivery locations, refused shipments, or incorrect address information may result in redelivery, storage, rerouting, or return transportation charges.

Will all packages arrive together?

Not always. Some furniture products are shipped in multiple boxes, and packages may arrive separately. Check all tracking numbers before reporting missing packages or parts.

How can I track my order?

When tracking information becomes available, it will be sent to the email address used at checkout. Tracking updates may take 24–48 hours to appear after shipment.

Receiving Your Delivery

What should I do when my furniture arrives?

Before signing for delivery:

Inspect the packaging and visible product areas.
Count all cartons and compare them with the delivery documents.
Photograph any damaged packaging or visible damage.
Note visible damage or missing cartons on the delivery receipt.
Keep all packaging until the item has been fully inspected.

If possible, write specific damage details on the delivery receipt rather than only writing “subject to inspection.”

What should I do if the package is visibly damaged?

Document the condition with photos and notify us within 48 hours of delivery. Include your order number, delivery receipt, packaging photos, product photos, and a description of the damage.

What if parts, cartons, or hardware are missing?

First confirm whether the order was shipped in multiple packages and review every tracking number. If something is still missing, contact us with your order number, photos of the received packages, package labels, and the relevant part numbers from the assembly manual.

What if my order shows delivered but I did not receive it?

Check the delivery location, contact household members or building staff, and review the tracking details. If the shipment cannot be located, contact us promptly so we can review the carrier records.

Damage, Defects and Delivery Claims

How long do I have to report a problem?

Applicable reporting periods include:

Visible shipping damage: within 48 hours of delivery
Concealed damage, defects, missing parts, or wrong items: within 30 calendar days of delivery
Shipment not received: within 60 calendar days of shipment
Tracking with no movement: after 7 business days without a carrier scan

Submitting a claim does not automatically guarantee approval. Claims are reviewed using the order, carrier records, photographs, delivery documents, and other available evidence.

What evidence should I provide?

Please provide:

Order number
Description of the problem
Photos or video of the item
Photos of the packaging and shipping labels
Delivery receipt, if applicable
Part numbers or assembly manual references
Serial number or product label, when available

Do not discard the product or packaging while the claim is being reviewed.

How are approved claims resolved?

Depending on the circumstances and product availability, an approved claim may be resolved through replacement parts, technical support, partial refund, replacement, return authorization, or refund.

For complete claim instructions, visit our [Damage, Missing Parts & Delivery Claims](/pages/damage-missing-parts-delivery-claims) page.

Returns and Refunds

What is your return window?

Eligible products may be returned within 30 calendar days of delivery. Opened, assembled, or used products should be reported within 7 calendar days of delivery and may be subject to additional eligibility requirements.

Do I need authorization before returning an item?

Yes. Contact us before returning any product. Unauthorized returns may be refused. If approved, we will provide return instructions and, when applicable, a Return Merchandise Authorization number.

Who pays for return shipping?

For customer-remorse returns, including preference changes, size issues, or ordering errors, the customer is responsible for the actual return transportation costs.

Approved returns may also be subject to a 10% restocking fee, as described in our Refund Policy.

Can I refuse delivery if I no longer want the item?

A refused delivery that is not caused by confirmed shipping damage may be treated as a customer-remorse return. Actual outbound, return, redelivery, or storage charges may be deducted from the refund where applicable.

When will I receive my refund?

After the authorized return is received and inspected, approved refunds are generally issued within 10 business days to the original payment method. Your bank or card provider may require additional processing time.

For full conditions, review our [Returns & Refunds](/policies/refund-policy) page.

Products and Assembly

Does furniture require assembly?

Some products require assembly. Review the product description and assembly information before ordering. Assembly service is not included unless explicitly stated on the product page.

Will product colors look exactly the same as shown online?

We make reasonable efforts to display colors accurately. However, colors may vary slightly because of lighting, photography, screen settings, materials, and manufacturing variations.

Are product dimensions exact?

Product dimensions are approximate and may vary slightly due to measurement methods or manufacturing tolerances. Measure your doors, hallways, stairways, elevators, and intended placement area before ordering.

Payments

What payment methods do you accept?

Available payment methods are displayed during checkout. Payment options may vary based on your device, location, and Shopify checkout availability.

Is checkout secure?

Payments are processed through Shopify’s secure checkout and the payment providers shown at checkout. NOVAHOME does not directly store complete payment card details.