Terms & Shipping Policy
Returns and exchanges
NovaTomato will replace or refund a product if it doesn't meet the quality standards or specifications listed on the website. However, returns and exchanges are not accepted for products ordered in the wrong size or color, or if the customer doesn't like the product.
Order cancellations
Orders can be canceled if they haven't been sent to production. If the order has been sent to production, it can't be canceled.
Account security
NovaTomato customers are responsible for keeping their account password secure and not sharing their account information with others.
Privacy
NovaTomato will only share personal data with third parties that comply with applicable data protection laws.
Sales tax
NovaTomato calculates sales tax based on the shipping address and the local state policies in the United States.
Cookie policy
NovaTomato reserves the right to make changes to its cookie policy.
Site use
NovaTomato customers are not allowed to interrupt, compromise, or interfere with the NovaTomato site or any other website operated by NovaTomato.
Design rights
NovaTomato does not have the right to sell the original creator's design, artwork, or customized products without their consent.
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Shipping
What does "dropshipping" mean?
Dropshipping is an order fulfillment method that doesn’t require a business to keep products in stock. This means you don’t have to deal with any product inventory, finding reliable manufacturers, or wait in line at the post office to deliver packages.
Any orders your customers make will go directly to our manufacturing suppliers and then be shipped directly to them. With zero stock to manage, you can focus on the fun parts of your business.
Which countries/regions does NovaTomato ship to?
Shipping is currently available to the countries/regions below.
United States , including the states below:
Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming.
Australia
Austria
Belgium
Brazil
Bulgaria
Canada
Czech Republic
Denmark
Estonia
Finland
France (mainland)
Germany
Greece
Hungary
Ireland
Italy
Japan
Lithuania
Netherlands
New Zealand
Norway
Poland
Portugal
Romania
Singapore
Slovakia
South Korea
Spain
Sweden
Switzerland
Thailand
United Kingdom
We do not ship to some remote and less-accessible locations. We will contact you if your orders come to any undeliverable countries/regions. The deliverable countries/regions may be subject to change periodically. Please stay tuned with us for upcoming updates.
What are NovaTomato's delivery options?
We currently offer Express shipping and Priority shipping. You can check below table for the available shipping methods and corresponding shipping time.
Continent Country Express Shipping
(business days) Priority Shipping
(business days)
North America United States (mainland, including Hawaii) 3-5 6-8
Canada 3-7 6-14
Europe Czech Republic / France (mainland) / Germany / Italy / Spain (mainland) NA 6-8
Austria / Belgium / Bulgaria / Denmark / Estonia /Finland / Hungary / Ireland /
Lithuania / Netherlands / Poland / Portugal / Romania / Slovakia / Sweden NA 7-9
Greece / Norway / Switzerland NA 10-14
United Kingdom NA 5-7
Oceania Australia 5-8 6-12
New Zealand NA 10-14
Asia Japan / Singapore / South Korea / Thailand 4-6 NA
South America Brazil NA 10-20
If you place an order directly from NovaTomato, you can select the shipping method during the checkout process.
For the orders from the online stores you can set up your preferred shipping method from Dashboard>Setting>Profile. After the shipping method has been changed, orders from your store will be shipped with your selected shipping method. As a default, we ship out orders from your store with our Priority shipping.
How do I set up the shipping rate?
Please note: To charge the delivery fees to your customer, you need to set up the shipping cost option within your account on the sales channels section.
For NovaTomato, the delivery fee is calculated on the weight of the products, size of the package, shipping destination, shipping methods, etc.
You are able to calculate the shipping cost of the product on the product page, then click Shipping info>Shipping price.
If you order multiple products, you may calculate the shipping costs when you add them in the cart for check out.
How can I change the shipping address?
Changing the shipping address within the same country is only eligible before shipment. You can reach out to our Customer Care if the shipping address has to be changed. Please note, if additional shipping fees are incurred, you will need to pay them prior to changing the address.
Please double-check the shipping address before placing an order, and remind your customers to do so as well, as we can't guarantee we’ll be able to successfully implement the changes before our supplier ships the package.
For assistance, please reach out to our Customer Care.
Will all the items in the same order be shipped in one package?
When possible, multiple items are shipped in one package (depending on product size, weight, and other factors).
Items may be shipped separately if they are fulfilled by different suppliers. In both situations, you will be able to find the shipping information of each package in your Dashboard>Orders.
What is the estimated delivery time?
The estimated delivery time includes both order production and shipping time. On average, it takes 5-12 business days to produce an order, and the specific production time for each product can be found on the product page. If your order contains multiple products, the shipping date will depend on the product with the longest production time. Shipping time varies based on the destination and chosen shipping method. Please note that during peak periods, such as holidays, production and shipping times may be extended.
If you have any questions or issues about shipping and delivery, please contact our Customer Care.
Can I see when an order is shipped?
After the order is shipped out, you can check the delivery information of the order in the “Orders” , including the shipping service provider and a tracking number.
How can I track my order?
After the order is shipped, you can check the delivery information of the order in the “Orders” , including the shipping service provider and a tracking number.
Why is there no updated delivery information with my tracking number?
If your order’s estimated delivery time has passed and the order still hasn’t been received, you may trace the package to see the order’s whereabouts.
If the package has arrived in the same city as its end destination, it should be delivered within the next 1-2 days.
Please allow a few days for the delivery time, as it may be delayed due to unforeseen circumstances. Due to this, please keep in mind tracking may not be updated by the delivery provider.
If you have any questions or concerns regarding the order delivery, please contact our Customer Care. Please include the order and shipment number in the message.
What if an order gets lost in the mail?
For packages lost in transit, please contact our Customer Care no later than 30 days after the estimated delivery date to help locate the package.
We also suggest contacting the local postal services with your tracking number to help resolve the issue quicker.
If the package is confirmed lost due to an error made by the shipping carrier, we'll cover the costs of reprinting and shipping a replacement order for you.