Return Policy          Damaged orders

All orders are processed in the order they are received.  In-stock orders generally ship within 24-72hrs of receiving payment.  Orders placed with UPS expedited shipping (3-day select, 2nd day, next day air services) will be given priority, however expedited shipping is not a guarantee of same day shipping, nor product availability.  Please take careful note of the "Expected Shipping Date", included in the email you receive when your order is processed.  This ship date is generated based on product availability, and our current volume of orders.  This shipping date is the latest we expect to ship your order.  Backordered products may require an additional 3 business days for product restocking.  We do receive several supply orders each week and most often, backordered products are filled and shipped within 3 business days.  In most cases you will not notice a delay in receiving your product.  However, If you need to place a time sensitive order, please contact us to verify product availability.  Should you have any concerns regarding our shipping policy, please contact us and we will do our very best to get you the products you need as quickly as possible.  Shipping concerns must be addressed prior to the shipment of your order.  We cannot reroute, or alter the shipping method once an order is in transit.

Our shipping charges are now calculated real time using UPS shipping rates.  The rate you are quoted is based on the weight and size of the order you place.

All domestic orders over $75 receive Free Ground Shipping!
  Canadian orders, as well as orders shipped to Alaska & Hawaii, are not subject to the free shipping offer.  Please email us with your order to receive an order total with shipping quote.

We will gladly accept returns at the customer's discretion, within 30 days of purchase, provided the product is returned to us in the same "new" condition as it was shipped.  You will need to either contact us via email, telephone, or by written letter, enclosed in the return package explaining why the product was returned. 

Orders returned by fault or decision of the customer, (including but not limited to...Customer ordered wrong item, Customer changed mind, etc.), will be given a refund on the product price only, minus a 15% restocking fee.  Shipping and return shipping charges will NOT be refunded in these instances and are the responsibility of the customer.  Returned orders shipped under our "Free Shipping" promotion will have all  shipping costs incurred by Novosel Enterprises deducted from the product price refund.  Understand we will go to great lengths to fill your order accurately and as fast as possible, and once an order is shipped, those shipping charges are non-refundable and go directly to the carrier delivering the package.  Please be sure your order is correct prior to placing it to ensure a smooth and timely transaction.  If you have any questions or concerns regarding our products or ordering process, feel free to contact us first and we will be more than happy to answer your questions and walk you through the ordering process.

Orders returned due to fault on the part of Novosel Enterprises, (including but not limited to...Wrong item shipped, Order sent to wrong address, etc.) will be given a full refund including all customer paid shipping charges. 
DO NOT RETURN AN ORDER FOR REASON OF DAMAGED PRODUCT! 
See below for our procedures on orders damaged during shipment.  We recommend, but do not require, you to get in touch with us prior to returning an order for any reason.  Prior contact allows both parties to understand the nature of the problem and reach an amicable solution before action is taken.  We do understand that from time to time orders will be returned and/or exchanged, and we wish to avoid any misunderstandings and hurt feelings on the part of our customers regarding their order.
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Damaged orders MUST be reported to us within 48hrs of delivery.    We cannot accept claims for damaged product weeks after delivery has been made.  Please check your order carefully upon delivery.  While damaged orders are not something that we deal with in large numbers, we do understand that parcel shippers can be less than respectful to packages entrusted to them for delivery.  Damage claims are considered on a case by case basis and will be processed through the company who handled the shipment.  We may have you return the product to us at our cost or we may issue you a credit and have you dispose of the product at your discretion.  DO NOT accept a package delivered to you that has excessive damage to the outside packaging.  If possible, inspect contents before accepting delivery to protect yourself.  If package was delivered when no one was home, contact us immediately and hold onto all packaging and contents.  We will need as detailed a description as possible to the extent of the damage so that a claim can be processed quickly through the responsible party.  DO NOT return an order at your expense without prior contact with us.  Doing so does not guarantee you will receive a full refund and you're only rewarding the shipping company by paying them to return an order they damaged in the first place.  This makes damage claims harder for us to prove to the shipper and may cost you all or part of a refund that should have been due to you.  We understand that orders damaged during shipment are not the customer's fault, however we cannot be held responsible if the customer does not adhere to the procedures set forth above when dealing with damaged shipments.  While we only handle a few damage claims each year, most claims filed are settled to the benefit of the customer when the above procedures are followed.  These procedures are for your protection as much as ours.

We will gladly attempt to special order any item that we may not regularly stock, in an effort to service all of your needs.  Due to the nature of special orders, please allow 10-14 business days from the time you place your order until you would expect delivery.  We have a vast network of manufacturers and distributors from which we get product and if the item you want is available, we will certainly bring it in for you.  Because special orders will almost always consist of items we do not regularly stock, these orders are non-refundable & non-returnable.  Damage issues on special order shipments will be handled under the above mentioned procedures, just like any other shipment.  Should you have any questions of concerns regarding the product or the ordering process, please feel free to contact us at any time and we will be happy to assist you.