Faq

If you have any questions about your package, we've compiled a list of frequently asked questions here. We hope you find them useful! If not, please feel free to contact us.

Shipping

The average delivery time for our parcels is 8-12 working days. We are a company that cares about the environment and wants to do our part to make the world a better place. When we have reached our minimum order quantity, we ship all orders at once. We hope you understand this and want to help us make a difference.

Once your order has been shipped, you will receive a tracking number that you can use to track your package online on our tracking page. Please also check your spam folder, as our emails can sometimes end up there. It may take a few business days for the Track & Trace system to become active.

We're sorry this has happened... Have you checked the track & trace code? It can happen that packages are held up in customs. Please wait another 3 days. We apologize for the inconvenience, but in 99% of cases the package will still be delivered. Have you waited 5 business days plus another 3 days? Please contact us and we will find a solution together.

Orders

We understand that plans are subject to change. If you need to cancel or change your order, please contact us as soon as possible. We will do our best to accommodate your request, but please note that we cannot guarantee any changes after your order has been processed.

Returns

We want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order, you can contact us within 60 days of receiving your order to arrange a refund or exchange.

Payment methods

You can pay securely with Paypal, Credit card, Google Pay and Apple Pay.

Other questions

You can contact our customer service by email. You can reach us by email at info@novi-toronto.ca. You can also find our contact details on the “Contact” page of our website.

Most questions are already answered here, so you don't need to contact us! If you can't find an answer to your question, you can of course contact us at any time.

Opening hours for customer service:
Monday - Friday: 09:00 - 17:00
Saturday: 09:00 - 15:00
Sunday: Closed

We try to answer your email within 24 hours.