Shipping policy

NOVAQ Shipping & Delivery Policy

At NOVAQ, we aim to process and deliver every order as quickly and reliably as possible. Please review the following shipping terms before placing your order.

1. Shipping Locations

NOVAQ currently delivers within the:

United Arab Emirates (UAE)

Additional countries and regions may be added in the future.

2. Estimated Delivery Time

Our estimated standard delivery timeframe within the UAE is:

1 to 2 business days

Delivery timeframes are estimates and may occasionally be affected by weekends, public holidays, courier availability, weather conditions, transportation disruptions, or circumstances outside NOVAQ's reasonable control.

3. Order Processing & Dispatch

Orders placed before 4:00 PM on a business day are generally processed and dispatched on the same business day.

Orders placed:

  • After 4:00 PM
  • On weekends
  • During UAE public holidays

may be processed on the next available business day.

Please note that receiving an order confirmation does not mean the order has already been dispatched.

4. Shipping Fees

NOVAQ currently offers the following standard shipping rates within the UAE:

Orders of AED 250 or more:
FREE Standard Shipping

Orders below AED 250:
AED 49.99 Standard Shipping

Any applicable shipping charge will be clearly displayed during checkout before payment or order confirmation.

5. Order Tracking

Once your order has been dispatched, tracking information may be sent to the email address, phone number, or other contact details provided during checkout.

Customers are responsible for ensuring that their:

  • Email address
  • Mobile number
  • Delivery address

are complete, accurate, and accessible.

We recommend monitoring your tracking information and remaining available for courier calls or messages.

6. Address Changes

Customers may request a delivery-address change only before the order has been processed or forwarded for dispatch.

To request a change, please contact NOVAQ Customer Support as soon as possible:

Email: [INSERT NOVAQ SUPPORT EMAIL]

Once an order has been dispatched, we cannot guarantee that the courier will be able to change the delivery address.

Additional charges may apply if a shipment must be redirected or re-delivered.

7. Incorrect Address, Customer Unavailability & Failed Delivery

The courier may be unable to complete delivery for reasons including:

  • Incorrect or incomplete delivery information
  • Customer not being available at the delivery address
  • Failure to answer courier calls or messages
  • Incorrect or unreachable telephone number
  • Customer refusing the shipment
  • Failure to cooperate with the courier regarding delivery

If the courier is unable to complete delivery, the shipment may be returned to NOVAQ.

In these circumstances:

  • The customer may be responsible for return shipping costs.
  • A shipping and handling fee of AED 30 may apply.
  • Additional delivery charges may apply if the customer requests re-delivery.
  • Re-delivery may only be arranged after the applicable charges have been paid.

If the customer chooses not to proceed with re-delivery, NOVAQ may cancel the order at its discretion.

Any approved refund may exclude shipping, return shipping, handling, payment-processing, and other reasonable costs incurred as a result of the unsuccessful delivery.

8. Order Cancellation

If you wish to cancel an order, please contact NOVAQ Customer Support immediately:

Email: [INSERT NOVAQ SUPPORT EMAIL]

Cancellation requests can generally only be accepted before the order has been processed or dispatched.

Once an order has been shipped, it cannot normally be cancelled through the standard cancellation process.

Submitting a cancellation request does not automatically confirm cancellation. Your order will only be considered cancelled once you receive confirmation from NOVAQ.

Any applicable cancellation or refund terms will be governed by our Returns, Replacements & Refunds Policy.

9. Delivery Delays

Although we aim to deliver UAE orders within approximately 1 to 2 business days, delivery times are estimates and are not guaranteed.

Unexpected delays may occur due to circumstances outside NOVAQ's reasonable control.

Where a delivery is delayed, we will make reasonable efforts to:

  • Follow up with the courier
  • Keep the customer informed where possible
  • Assist with tracking the shipment
  • Support completion of the delivery

A delivery delay alone does not automatically qualify an order for cancellation or refund once the shipment has been dispatched.

In exceptional circumstances, delays of up to 30 working days may occur due to events outside our reasonable control.

10. Force Majeure & Delivery Exceptions

Delivery may be delayed or disrupted because of events beyond NOVAQ's reasonable control, including but not limited to:

  • War or armed conflict
  • Political instability
  • Natural disasters
  • Extreme weather
  • Government restrictions
  • Road or border closures
  • Customs-related issues
  • Courier disruptions
  • Transportation delays
  • Strikes
  • Public emergencies
  • Internet or communication outages
  • Other force majeure events

NOVAQ will not be responsible for delivery delays or failed delivery resulting directly from circumstances beyond our reasonable control.

Orders that have already been processed or shipped cannot automatically be cancelled or refunded solely because delivery has been affected by such an event.

We will continue working with our logistics partners to complete delivery whenever reasonably possible.

11. Customer Responsibilities

Customers are responsible for:

  • Providing a complete and accurate UAE delivery address
  • Providing a valid telephone number
  • Providing a valid email address
  • Remaining available for courier calls and messages
  • Monitoring tracking updates
  • Being available to receive the shipment
  • Contacting NOVAQ promptly if a delivery issue occurs

NOVAQ cannot be held responsible for delivery problems caused by incorrect customer information, customer unavailability, or failure to respond to the courier.

12. Shipping Charges Summary

UAE Orders

AED 250 and above: FREE Standard Shipping
Below AED 250: AED 49.99 Standard Shipping
Estimated Delivery: 1 to 2 business days

13. Contact Us

For questions regarding shipping, order tracking, delivery delays, address changes, or cancellations, please contact:

NOVAQ Customer Support

Emial: hello@trynovaq.com