FREQUENTLY ASKED QUESTIONS
What is your return policy?
For hygienic reasons, The Novelty Box cannot and will not accept non-defective exchanges on any item that has been opened, used, or worn – no exceptions. All defective items over $75.00 must be returned within 30 days of receipt for a credit, exchange, or replacement with approval.
We handle returns on a case-by-case basis with the ultimate objective of satisfying our customers. We stand behind our products and want customers to be satisfied with them. We'll always do our best to take care of customers—our philosophy is to deal with them fairly and reasonably; we hope they will be fair and reasonable with us as well.
We hope to build trust with our customers and create a relationship with them for the long term. Standing behind what we sell is a big part of that. We think many customers choose to shop with us because they know if their purchase isn't right, we'll work to fix it.
Do I need a receipt from my purchase?
Your confirmation or order number helps us locate your purchase the fastest. If you don't have this number, we should be able to find the purchase in other ways, but we may ask you for more information so we can better assist with your request.
Do you take everything back?
We'll do our best to take care of you, but from time to time we cannot accommodate a return. Returns and exchanges are permissible if product is in brand new condition with original packaging and the product has not been opened or used. Credit will be issued for the cost of the product only. The customer may use the credit to order a replacement item or can contact Customer Service to place an order for a new item. The customer is responsible for all shipping charges.
What if the item is damaged when I receive it?
If items are damaged in shipment, or have evidence of damage to the exterior shipping box, the customer must request information from the carrier on the procedure for filing a claim. The carrier shall provide information to the customer on how to file a claim with and be reimbursed for damages through the carrier. The customer is required to file the replacement claim through The Novelty Box.
How will my package arrive?
Our distribution center utilizes the three main carriers for product shipment: FedEx, UPS and USPS. Orders will be shipped according to the delivery method and time the customer chooses at checkout.
Is the packaging discreet for my privacy?
Yes. The Novelty Box is a strong advocate for personal privacy, and we do whatever it takes to preserve yours. We pack your order in nondescript envelopes and boxes, just like your everyday mail or packages. The only identifying marks are your mailing address and ours. The name “The Novelty Box” does not appear anywhere on the outside of your package.
How do I track my order?
Tracking information will be provided to the customer as soon as this information becomes available from the carrier. If you need to track a package, check delivery status, or schedule a delivery, this can be done through the carriers website or by calling them direct. You must contact the carrier directly for most tracking information. Customer service agents for The Novelty Box are not always aware of issues with a shipment.
Is there a time limit on returning products?
The Novelty Box will issue a credit or replace a manufacturer’s defective or damaged item, within the first 30 days from date of delivery to the customer. The item will be replaced with the same item only. A replacement is issued for defective item(s) only and shipped to the customer at no additional cost.
We will do our best to take care of customers and deal with them fairly; we ask that our customers treat us fairly as well. From time to time we may not accept a return.
Are there restocking fees?
Yes. We require a 20% restocking fee for items returned in unopened, unused condition and the original packaging.
What if I receive the wrong product(s)?
In the event of a shipment error on the part of The Novelty Box, a credit memo will be issued or the correct product will be shipped at The Novelty Box’s expense. If The Novelty Box requests the original, incorrect product to be returned, the customer needs to return the product to The Novelty Box within 5 to 10 business days and provide a tracking number. A credit will be issued for the product, shipping charges (if applicable), and processing fee on restockable products.