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Lead Time & Shipping
Production lead time is typically 10–30 business days, depending on order quantity and customization requirements.
Estimated shipping time:
Air freight: 7–12 days (higher cost, typically used for samples)
Fast sea shipping: 15–25 days
Standard sea shipping: 25–45 days
After arrival at the destination port, final delivery to the customer’s address usually takes 3–10 days, depending on the destination and local logistics conditions.
Please note:
Delivery to remote areas (such as islands, mountainous regions, or special locations) may require additional time and may incur extra charges.
The quoted shipping cost covers delivery from our factory to standard urban addresses and does not include remote area surcharges.
Tracking information is generally available only after the shipment enters the final delivery stage and can be checked via local courier websites.
Specific carriers cannot be designated during the shipping process.
Tracking for the sea freight segment is handled through our internal system. If needed, please contact our customer service team via email for assistance.
Final transit time and costs are subject to confirmation based on the shipping address.
If you have any questions regarding your order, please contact us at:
Email: sales@novaacrylic.com
Refund & Return Policy
Thank you for your purchase. As most of our products are custom-made based on specific customer requirements, our refund and return policy is outlined below:
1. Order Cancellation
Orders may be cancelled within 12 hours after payment. After this period, production may have already started, and cancellation may not be possible.
2. Custom-Made Products
All custom acrylic products (including size, thickness, design, logo, or other specifications) are non-refundable and non-returnable once production begins.
3. Damaged or Defective Items
If your order arrives damaged or has a manufacturing defect, please contact us within 5 days of delivery. Kindly provide clear photos or videos as proof. We will offer a replacement or refund depending on the situation.
4. Incorrect Orders
If the product does not match the confirmed specifications, please contact us within 5 days. We will review the issue and provide a suitable solution.
5. Shipping Issues
We are not responsible for delays caused by shipping carriers, customs clearance, or incorrect shipping information provided by the customer.
6. Refund Processing
Approved refunds will be issued to the original payment method within 5–10 business days.
7. Contact Information
If you have any questions regarding your order, please contact us at:
Email: sales@novaacrylic.com
Warranty & After-Sales Policy
1. Product Quality Issues (Factory Responsibility)
If a product is confirmed to have a manufacturing defect, such as incorrect dimensions, cracks, improperly installed magnets, or any other defect that renders the product unusable, we will take full responsibility.
Depending on the specific situation, we will provide one of the following solutions:
Replacement (most common): Defective products will be replaced free of charge, either with your next order or through a separate shipment, depending on the circumstances.
Refund: For a small number of defective items, we may issue a full or partial refund.
Credit: The value of the defective products may be credited toward your next order.
Reproduction: For larger quantities, we may manufacture and ship replacement products.
The appropriate solution will be determined through mutual discussion based on the specific circumstances.
2. Shipping Damage (DDP Shipments)
For DDP shipments, we are responsible for arranging transportation, and the risk of loss or damage during transit before delivery to the designated address is generally our responsibility.
Please inspect both the outer packaging and the products immediately upon delivery. If any damage is found, please contact our customer service within 5 business days of receiving the shipment and provide clear photos or videos as evidence.
Damage caused during the customer’s own handling after delivery is not covered.
For damaged products caused during transportation, we will provide one of the following solutions for the affected items only:
Free replacement of the damaged products.
Refund for the damaged products.
Credit toward your next order or replacement with your next order.
3. Limitations of Liability
All custom-made products are subject to dimensional tolerances. Unless otherwise specified by our sales representative, the standard manufacturing tolerance is ±2 mm. Products that fall within this tolerance are considered acceptable and are not covered under our warranty.
We are not responsible for product issues resulting from incorrect drawings, inaccurate measurements, or incorrect specifications provided by the customer.
Acrylic products are manufactured using a combination of machine processing and hand finishing. Minor surface scratches, tiny air bubbles, slight glue residue, or other minor cosmetic imperfections are considered normal characteristics of the manufacturing process and do not constitute quality defects, provided they do not affect the normal use or functionality of the product.r sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
