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NOVICA.com

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Find answers to our most commonly asked questions here by clicking on one of the topics below:

WHAT IS NOVICA'S POLICY TOWARDS ARTISANS?

The purpose of NOVICA is to create a revolutionary system through which the artists and artisans of the world can display their fine works to a global audience of prospective customers. NOVICA does not charge artists any fees for listing their items on the website. Furthermore, artists remain fully independent--they are free to raise their prices, lower their prices, or remove their items from our website. By cutting out the long strings of middlemen, NOVICA allows both consumers and artisans to get the most out of each and every transaction. [click here to view how this is possible]

WHY DO PRICES FLUCTUATE AT NOVICA?

Price fluctuation occurs primarily because NOVICA products are available direct from our global offices and therefore foreign currency fluctuation impacts their price in dollars. These changes are typically very small, although in the case of large currency movements such as those of Brazil and Indonesia in 1999, the price swings can be noticeable. Another factor in price fluctuation is that artists have control over their pricing and can change their prices based on the supply and demand of their products.

WHAT IS THE ORIGIN OF THE NAME NOVICA?

The NOVICA global team comes from different cultures, countries and language sets. We knew we needed a name with no language barriers. A name with no cultural barriers. A new name that could be incorporated into the local language of all of our international offices. We couldn’t have a name like Globeshop, which can’t be pronounced in Spanish and many other languages. We couldn’t have any “sh?sounds. We couldn’t have “l”s, or “r”s, or “z”s. We needed a name that each of our artists could claim as their own, just as each of our clients would know it was theirs. We also needed a name that meant “new?because we were creating a new system for the world. So, looking at the Latin root of “novus?as a base, the name NOVICA was born.

DO THE ARTISANS SHIP PRODUCTS?

No. Although the artisans are often involved in the process, we have a fulfillment office in each of our regions which carefully packs and ships each of your orders. Every order is hand-packed with love, which would be the only way to treat the beautiful handmade items destined for your home from overseas.

IS IT SAFE TO USE MY CREDIT CARD ONLINE AT NOVICA?

Using your credit card to shop at NOVICA is extremely safe. Our secure server employs the latest encryption technologies to ensure that your credit card information remains private. Please refer to the NOVICA 100% Secure Shopping Guarantee for more information.

HOW ARE YOU ABLE TO OFFER SUCH COMPETITIVE INTERNATIONAL SHIPPING RATES TO THE CONTINENTAL USA?

Shipping a package from an origin such as Thailand, Brazil, or Peru to the continental United States is typically very expensive. However, at NOVICA, you benefit from the bulk discounts we receive from international couriers. Over time, we have successfully lowered the shipping costs for our clients, and we constantly seek new ways to reduce shipping costs while improving reliability. Unfortunately, we do not receive the same rate discounts for international destinations as for the USA clients because we send less volume to those ports of entry. This means that until we begin to ship more packages to destinations other than the USA, those shipping costs will be higher than shipping costs for clients who ship to the continental United States (higher rates do apply for orders shipped to Hawaii, Puerto Rico, Alaska, and US territories).

HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORDER?

Typically, orders will arrive to the destination address in 2-3 weeks. The amount of time that it takes for your order to reach its destination depends on several factors. One factor is your choice of shipping service--as you might expect, the higher the shipping rate, the faster the service. During Checkout, we will show you a list of available shipping services and their corresponding prices and timeframes.

Another factor is the type of product you have ordered. In some cases, particularly with larger or more expensive items, it could take somewhat longer for the international office to procure the item and/or prepare it for shipping. Finally, because the items listed on NOVICA are handmade and are not stored in warehouses in mass quantities, there are some occasions when orders must be specially made, and this can present delays in the shipment of an order. In the event that your order must be specially made, you will be contacted by email (within 1 business day after your order has been approved) and informed of the nature of the delay and the expected timeframe for shipment of your order. Always keep in mind that if you ordered from multiple regions your order will arrive in multiple packages and, most likely, on separate days.

WILL I BE REQUIRED TO PAY ANY IMPORT TAXES OR DUTIES ON THE ITEMS I ORDER?

NOVICA will cover all duties and import taxes for customers in the United States. Orders being shipped to addresses outside of the United States may require the recipient to pay duties upon delivery. Customers outside the United States, and particularly those in Latin America, Africa, Australia and Portugal, are encouraged to contact their local courier or customs bureau to inquire about possible import taxes. NOVICA cannot be held responsible for duties or taxes imposed by the local government on orders delivered to countries other than the United States. Please note that while we will declare orders containing a gift message as "Gifts" on the Customs declaration, we cannot honor any requests to alter the declared value for an order.

WILL I BE REQUIRED TO OBTAIN ANY IMPORT PERMITS FOR THE ITEMS I ORDER?

NOVICA will take care of all import formalities for customers in the United States -- the recipient will never be asked to do anything special to receive the package.

Customers outside the United States, and particularly those in Latin America, Africa, Australia and Portugal, are encouraged to contact their local customs bureau to inquire about any special import requirements for the specific commodities being ordered. For all orders being shipped to addresses outside of the United States, it is the customer's sole responsibility to inquire about special import formalities (and any related fees) that may be required to import the goods purchased into the destination country.

WHAT IS YOUR POLICY ON RETURNS AND EXCHANGES?

At NOVICA, we want you to be completely satisfied with your purchases. We believe that the creation of a bridge between consumers and world artists depends on extremely high quality products and extraordinary customer service and trust. For that reason, we allow customers to return products for any reason within 60 days of receipt. If you would like to exchange one product for another, you will need to follow the return procedures and then submit a new order for the product(s) you would like to purchase. For full details and step-by-step instructions on how to return an item, please see the NOVICA return policy section.

IF I RETURN SOMETHING, WILL THE ARTIST BE FORCED TO COVER THE COST OF THE ITEM(S)?

Absolutely not. The NOVICA 100% Satisfaction Guarantee is based on accepting full responsibility for all aspects of an order. As such, the financial burden for returns is placed solely on NOVICA's shoulders -- leaving our artists financially unaffected by product returns.

WHAT IF I DON'T RECEIVE MY ORDER?

Be sure to indicate the correct mailing address when you are filling out your order form. NOVICA is not responsible for items that have not been received due to an incorrect address or change of address. If you have not received your order and would like to check the status, please contact our Customer Service Department at service@novica.com (be sure to note your order number and email address, and verify the correct mailing address). A customer service representative will check our records to determine when your order was processed and mailed.

WHAT IF MY ORDER IS INCOMPLETE?

If you believe part of your order is missing, please contact NOVICA's Customer Service Department immediately by sending an email to service@novica.com (be sure to note your order number and email address). If it is determined that your order was incomplete, the missing portion will be sent to you at no additional charge. Keep in mind that, if you ordered from multiple regions, you will be receiving multiple packages. Please see the NOVICA policies section on Incomplete Orders for more information.

WHAT IF MY ORDER ARRIVES DAMAGED?

In the event that all or part of your order should arrive damaged, you will be entitled to a full refund. You will need to return the damaged product to NOVICA at our expense. Please see the NOVICA policies section on Damaged Merchandise for more information.

WHAT IF I RECEIVE THE INCORRECT MERCHANDISE?

In the event that you receive a product other than the one that you ordered, the correct product will be sent to you at no additional charge. You will need to return the incorrect item at NOVICA's expense before the correct item can be sent to you. Please see NOVICA's policies section on Incorrect Merchandise for more information.



WILL NOVICA EVER GIVE OUT MY PERSONAL INFORMATION TO THIRD PARTIES?

NOVICA wholeheartedly respects your privacy and thus will never release any personal information (including your home address, email address, and phone number) to any third party. Please see the NOVICA 100% Privacy Guarantee for more information.

HOW CAN I TELL THE ACTUAL SIZE OF A PRODUCT OR PAINTING?

As you know, pictures can be deceiving. For that reason, it is very important that you look at the size of a product before making a decision about whether to purchase it. Because miniature furniture can appear to be the same size as full-size furniture, you should be very careful when picking out products. The same goes for paintings--a work that is 30 cm x 40 cm will appear to be the same size as a work that is 120 cm x 160 cm. The reason for this is simple: we want to offer you the best possible perspective of a product's appearance and detail, and sometimes this comes at the expense of providing a true representation of the product's actual size. All products do come with size and weight specifications, however, so be certain to make that one of the things you check when viewing a product. Of course, if you receive a product that is significantly larger or smaller than you had expected, you may always return the item.

WHAT IF I'M LOOKING FOR A SPECIFIC PRODUCT FROM A REGION AND I CAN'T FIND IT ON NOVICA? CAN I MAKE A SPECIAL REQUEST?

If the product you have in mind comes from a NOVICA region, you may submit a special request to newproducts@novica.com. In your request, please include your email address and as much information as possible about the product or line of products that you would like to see available for purchase at NOVICA. These requests will be submitted to the national office of the specified region and the representatives will explore the possibility of adding the requested products. If the product you have requested becomes available at NOVICA, we will send you an email notifying you so that you will be the first to know of its availability! While we will look into each special request, we cannot guarantee that all requests will lead to the requested product or products being listed on NOVICA.

WHAT IS THE KEY TO PERFORMING EFFECTIVE SEARCHES AT NOVICA?

The key to performing effective searches is understanding how NOVICA's search engine works as well as having a fairly concrete idea of what you would like to find. When you go to the NOVICA search page, you will notice that there are two search options: Quick Search and Full Search. Use the Quick Search when you know exactly what you are looking for (e.g., a Tumi, an artwork by a particular artist, a depiction of St. Martin de Porres, etc.), as this function searches only the product name and short description. For example, if you perform a Quick Search for paintings by talented Brazilian artist W. Lima, the results will include all paintings by Lima. This is a great way to find new works by your favorite NOVICA artists. On the other hand, you will want to perform a Full Search if you only have a vague idea of what you are looking for (e.g., bronze crafts, acrylic paintings, depictions of saints, etc.), as this function searches the product name, short description, and full description. The Full Search will yield more results and fewer direct hits, but will ensure that you find what you are looking for. If you would like to specify the region or regions to be searched, you can do so using the check boxes near the bottom of the search page--otherwise, search all regions by selecting the appropriate check box.

SEARCH HINT: If you search for "Lima" you are more likely to find all of W. Lima's paintings than if you search for "W. Lima". Typically the less words you use for your search, the better your search results will be.

DOES NOVICA SHIP TO COUNTRIES OTHER THAN THE USA?

Yes! In keeping with our international focus, NOVICA is proud to ship to many countries around the world. For a complete list of countries we currently serve, please view our International Shipping Table. New international customers join a large base of loyal, satisfied customers across the globe who have already discovered the wonderful magic that is NOVICA. The only difference for international customers is that, whenever prompted for your region of the world, you should change "USA" (the default setting) to the appropriate region, or wherever you plan on having the order shipped. Non-U.S. customers should look into possible tariffs and/or duties that might be imposed by local law on incoming international shipments, as NOVICA cannot be held responsible for any tax requirements imposed by governments outside the USA.

Please note: many large or oversized items, including furniture, are only available to customers in the 48 contiguous U.S. states.

WHEN WILL MY CREDIT CARD BE CHARGED?

If you pay by credit card, your card will not be charged until your order has been shipped from our fulfillment center. If you ordered from multiple regions, your card will be charged separately for each region as each part of your order is shipped.




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