Frequently Asked Questions
Everything you need to know about ordering, shipping, returns, and sleeping better with Novalo.
Orders & Shipping
How long will my order take to arrive? +
Orders are typically processed within 1–3 business days, then handed off to our shipping partners. In-transit shipping generally takes up to 6 business days, so most orders arrive within about 3–9 business days of purchase. You'll get a confirmation email with tracking information once your order ships.
Do you ship internationally? +
Right now Novalo ships exclusively within the United States. We hope to expand to more countries soon, so check back for updates.
How can I track my order? +
Once your order ships, we'll email you a confirmation with tracking details so you can follow it every step of the way.
Can I change or cancel my order after placing it? +
Contact us as soon as possible at getnovalo@gmail.com. We can only cancel or change orders that haven't shipped yet — once an item is on its way, it can only be addressed through our damaged/defective claims process.
Returns & Refunds
What is your return policy? +
We're sorry for any inconvenience, but for hygiene and safety reasons, all Novalo products are final sale and cannot be returned unless they arrive damaged or defective. If that happens, contact us with a photo showing the issue and we'll make it right. See our Returns & Refunds Policy for full details.
How do I report a damaged or defective item? +
Email us at getnovalo@gmail.com with your order number and a clear photo showing the damage or defect. Please wait to hear from us before shipping anything back — we'll respond within 1–7 business days with next steps.
Can I exchange an item for a different size or color? +
We're not able to offer direct exchanges outside of a damage or defect claim. If your item arrives damaged, defective, or incorrect, we'll arrange a replacement or a full refund instead.
When will I receive my refund? +
We'll respond to your damage or defect claim within 1–7 business days. Once your claim is approved, refunds are issued to your original payment method — timing depends on your payment provider, typically a few business days for PayPal and similar wallets, and up to 30 days for card refunds.
Who pays for return shipping? +
Novalo covers the full cost of return shipping for any item that arrives damaged or defective.
What counts as a 'damaged or defective' item? +
Any item that arrives physically damaged, broken, or with a manufacturing defect. Please include a clear photo showing the issue when you contact us so we can review your claim quickly.
Products & Materials
Are Novalo products safe for children? +
Sizing and age guidance vary by product, so please check the details on each product page, and always supervise young children with any pillow, blanket, or sleep accessory.
What are Novalo products made from, and how do I care for them? +
Materials vary by product, from cooling bamboo-derived fabrics to memory foam and plush corduroy covers. Full material details and care instructions are on each product page.
Do your products work well for hot sleepers? +
Yes. Pieces like our Cooling Waffle Blanket use breathable, temperature-regulating materials designed specifically for people who sleep hot.
Payment & Security
What payment methods do you accept? +
We accept major credit and debit cards, PayPal, Shop Pay, and other payment methods available at checkout.
What currency are your prices in? +
All prices on getnovalo.com are listed in US Dollars (USD).
Is my payment information secure? +
Yes. All transactions are processed through Shopify's secure checkout, so your payment details are never stored on our servers.
About Novalo
Who is Novalo for? +
Everyone. Novalo makes sleep and rest products — pillows, pregnancy pillows, children's body pillows, eye masks, and white noise machines — for every member of the family, because good sleep shouldn't be limited to any one age group.
How can I get in touch with Novalo? +
Email us anytime at getnovalo@gmail.com and we'll get back to you as soon as we can.