Frequently Asked Questions (FAQs)

 

Section

Question

Answer

GENERAL

Where can I buy NOVAPRO SPORTS products?

As we are an online retailer, we do not have a physical stall. Orders need to be placed only via our online website at novaprosports.com.au. We will proceed to dispatch your order from our warehouse at our soonest availability once we receive your order.

Do I need to set up an account to place an order?

No, you don't. However, setting up an account when you check out will allow you to search your order history, easily start a product return or warranty claim, and easily gather info about your past purchases.

What do I do if an item I want is sold out?

If an item is sold out on our website, don't give up quite yet! Check back soon and it will likely be back in stock, or contact us at customercare@novaprosports.com.au for an estimate of when we will have it again.

SHIPPING & DELIVERY

Do you offer free shipping?

We offer free shipping on orders over AUD170.00. It is applicable Australia wide to any physical address including PO Boxes.

Can I pick up my order from your address?

We are sorry to advise that self-pickup option is not available as the warehouse is not a safe place to have pedestrians arriving. You may place your order online and we will proceed to dispatch your parcel at our soonest availability.

What is the estimated shipping time?

Shipping time will vary depending on where your item is going. For more information on Estimated Time of Arrival (ETA), please visit our Shipping & Delivery Policy. You will receive an email with your tracking information once your package is picked up by the shipping carrier.

Can I change my shipping address after my order has been placed?

Contact us as soon as possible and we will try our best to assist if the order has not yet been packed.

Can I cancel an order after I placed it?

Contact us as soon as possible and we will try our best to assist if the order has not yet been picked.

Can I add items to an existing order?

Contact us as soon as possible and we will try our best to assist if the order has not yet been picked.

What holidays will delay my shipping?

Shipping dates may be delayed due to warehouse closure on certain dates. We will post a notice on the site on those dates.

What is the estimated shipping time?

Shipping time will vary depending on where your item is going. For more information on Estimated Time of Arrival(ETA), please visit our Shipping & Delivery Policy. You will receive an email with your tracking information once your package is picked up by the shipping carrier.

How do I track my order?

You will receive an email when your order departs from the warehouse. You can also check the status of your order by logging into your accounts.

I have other question on Shipping & Delivery that is not covered here

You may visit our Shipping & Delivery Policy page for extensive information our our Shipping & Delivery policy or contact our customer support at customercare@novaprosports.com.au and we will get in touch soon.

RETURN & EXCHANGES

I changed my mind. How do I return an item I bought at novaprosports.com.au?

Products purchased directly through our website may be returned within 30 days from the purchased date for a full refund less shipping fee and 20% of admin restocking fee if the product(s) is returned in new, unused and clean condition with all the original packaging and components. Check out our Returns Policy here. Please contact our customer support at customercare@novaprosports.com.au and ensure we are notified first of any returns so that we may lodge a case ID internally and allocate your return parcel to the correct processing department or it will be lost during a return.

The product that I receive is defective. What should I do?

Please contact our customer support via email at customercare@novaprosports.com.au and provide at least one clear picture on the defective product area and we will assist accordingly for an exchange.

When will I receive my refund for a returned order?

Refunds are processed when the return are received and processed by our team. Once a refund has been processed, it can take up to 10 days for the amount to reflect in your account.

I have other question on Returns & Exchanges that is not covered here

You may visit our Returns & Exchange Policy here for extensive information our our Returns policy or contact our customer support at customercare@novaprosports.com.au and we will get in touch soon.

WARRANTY

What product(s) are covered with the 1 Year Warranty?

At Novapro Sports, all our tents and wetsuits come with a 1 year manufacturing defect warranty. In the event where there is any problem with your product due to manufacturing defects, please email us with your purchase invoice and send pictures of the defect, and we will arrange for an exchange of a new item for you. If we no longer stock the existing product, we will offer you the newer model or a similar model with your approval.Please note that the one year warranty will cover only tents and wetsuits. For tents, the pegs, poles and ropes (that come with the tents) are not covered. We also do not cover wind damage. For wetsuits, the zippers, lining, and elastic strings used from wear and tear or rough handling are not covered.

Novapro Sports' warranty doesn’t cover damage caused by natural breakdown of materials that occurs inevitably with extended use (e.g., Ultra Violet (UV) light damage on tents, exhausted zippers), or defects caused by accident, animal attack, misuse, or improper care. It is our goal to make this process easy to provide you a hassle free and enjoyable shopping experience with us.

What is your 30-Days Returns Policy?

We offer a 30-day, full money back guarantee (T&C applied, read Returns Policy for more info) when you decide to make that purchase. All exchanges, returns & cancellations must be in its original condition and packaging within 30 days of receipt of the product. Postages are non-refundable.

Please note that it is the customer's responsibility to check the goods upon arrival and notify us if there is a problem, as we strictly do not refund, replace or exchange after 30 days. All returns or exchanges must be communicated to us via email before sending any products back to us. Any product returns that are done prior to communicating with us will not be entertained.

I have other question on Warranty that is not covered here

You may visit our Warranty Policy page here for extensive information our our product warranty policy or contact our customer support at customercare@novaprosports.com.au and we will get in touch soon.

REWARDS PROGRAM

How do I redeem a discount code?

Get Nova Gold Coins for discounts up to AUD35.00 off your purchase via several ways. For extensive information on our Rewards Program, please visit our Rewards Program page.

COMMON PRODUCT FAQ

What does minimum trail weight on tents mean?

Minimum trail weight - or minimum weight is how much the tent weighs without the non essential components. It is the combined weight of the tent body, rain fly (if applicable), and tent poles without any other items that comes with the package, including tent stakes, guy lines, stuff sack, footprint and etc. By this definition, if your tent comes with the guy lines attached, you would need to remove them before weighing the tent to determine its true minimum weight.

What does packed weight on tents mean?

Pack weight refers to the total weight of the entire package at the time of purchase. This includes the stuff sack, tent body and rain fly, poles, stakes, guy lines and other accessories including a footprint.

Why does my tent weigh a little off from your weigh published?

The tent manufacturing process causes tent weight to vary slightly from batch to batch. Even the colour fabric of the tent itself per production causes weight differences. We try to keep our descriptions as updated and as close as possible. However, due to the engineering process that we have minimal control, there may still be differences.

 

 

 

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