Frequently asked questions (FAQ)
United States: Free Standard Shipping.
International: Free Standard Shipping.
We have an optional insured shipping and handling fee of $4.95; however, choosing the insured shipping does not guarantee the changes on the shipping length.
** Shipping rates differ on items.**
After an order has been placed, it is promptly sent to our fulfillment center where we will ship your item(s) within 5 business days. Below are expected delivery times based on your location.
SHIPPING TIME FRAME:
US Shipping Time Estimates (Average) : 20-35 Days
International Shipping Time Estimates (Average): 20-35 Days
DO YOU DELIVER PRODUCTS INTERNATIONALLY?
Waist Nova successfully ships many products worldwide each day. We have many happy customers in every corner of the globe.
HOW DO I PLACE AN ORDER?
Simply choose your style from the drop down menu on the product page then click the “Add To Cart” button and follow the simple steps to complete your order. We’ll prepare your order and send you a follow-up email with your tracking number upon request.
I’VE RECEIVED ONE ITEM BUT NOT OTHER(S) FROM THE SAME PURCHASE?
Since items may ship directly from the manufacturer or from different warehouses, your purchase may arrive in more than one package. Please allow 3-4 weeks for delivery.
HOW SECURE IS MY PERSONAL INFORMATION?
Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored
TERMS AND CONDITIONS
SECTION 1: Order Change requests
If a customer makes an error such a wrong address/size/Color the customer has 24 hours from ordered date to contact us and update their order. After 24 hours our items are processed and shipped out and we can no longer make any more changes.
Please note, we will not provide reshipment or refunds if you have a building number, apartment number, p.o. box or any unique information and do not specify it in your shipping details on the 2nd address line. These are considered customer errors and Waist Nova and shipping carriers are not responsible for such errors. If the tracking number shows that the product has been delivered to the same shipping address as specified on your order, Waist Nova will not be held responsible. Please see return policy, section 2; Returned items due to incorrect shipping address: customer’s error)
You will need to contact USPS or the shipping carrier for your country for such inquiries.
Once your item is shipped and in transit, Waist Nova is no longer held responsible for your items. It is your responsibility to check with the shipping carrier if your address was incorrect or they mishandled your package.
Section 2: Order cancellation
*** ALL items under promotional deals are subject to no cancellation-no refund-policy (see Refund Policy section 2).
However, we are reviewing the reason of cancellation in order to fulfill the request as there are many factors that might be affected by invalid cancellation requests ***
Customer needs to email email@example.com within the said time period.
2.1 : Order cancellation can be done within 24-hours from the time order was placed. Even if the cancellation request is within 24-hours, we are validating the reason of cancellation.
Once reviewed and reason is valid- order will be cancelled.
2.2: Cancellation of orders with no valid reasons:
Reasons such as the shipping length, delays, sudden change of mind, or if they simply do not like the product, etc will be denied automatically as Waist Nova is investing a lot in making sure that system is working perfectly fine and process the orders in real time.
2.3: We can automatically cancel unshipped orders or if the product is not available.
Replacement requests will be reviewed. Customer must submit all necessary requirements; lacking of requirements or no requirements will not be qualified for review and replacement.
Once proven defective or damaged, we will send replacement.
Once proven that damaged or defects are due to customer's errors - replacement will be voided.
Section 1: For damaged items:
To be eligible for replacements, customer must email firstname.lastname@example.org within 10-days from the date order was reported as delivered. Provide a shareable link (google drive, dropbox, etc.) with pictures of the item/s and packaging label with tracking number.
Section 2: For defective items:
To be eligible for replacements, customer must email email@example.com within 10-days from the date order was reported as delivered. Provide a Provide a shareable link (google drive, dropbox, etc.) with the video showing defects of the item and pictures of the packaging label with tracking number
WAIST NOVA POLICY
Section 1: Return from customers:
If the customer wants to return an item/ items, they must email the support team of the reason why they want to return the item.
Returning items because they do not simply like the products will not be accepted.
If item arrived to the fulfillment house and customer did not email Waist Nova: no refunds will be issued.
Our policy lasts 30 days for RETAIL items. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund
Section 2: Returned items due to incorrect shipping address: customer’s error
If item was returned to the fulfillment house due to address issue, support team will contact the customer.
Customer must provide an alternate address where to reship the order to. Or, they can get in touch with the shipping carrier if item will be reshipped to the same address.
Returned items due to incorrect address are subject for reshipment. Waist Nova will reship the items to the customers but in case items will be returned back to the fulfillment house due to the same issue: address issue, customer will have to pay for the freight fee to reship the items.
Returned items due to address issues are subject for reshipment and NOT for refund as this is considered as customer’s error and Waist Nova and shipping carriers are not held responsible for such errors.
Section 3: Additional non-returnable items:
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Section 4: Exchanges (if applicable)
We do not process exchange; for defective or damaged- for replacement but it will be for the same item (same size and color). Any exchange requests outside the replacement guidelines will be voided and considered as order change request.If customer refuses to receive replacement- no refunds will be issued in accordance to Waist Nova refund policy.
Section 5: Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to their preferred shipping address to give to you later, we will send a refund to the gift giver and he will find out about your return.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Section 1: Refund does NOT apply if you simply do not like the product.
Section 2: No refunds on promotional items.
Any promotional offers must be canceled within 24 hours of your order, before the order is processed. Free/promotional items are non-refundable once shipped.
Damaged items are for replacement, not due for a refund.
Section 3: Extended shipping length
This is NOT a valid for a refund as there are many factors involved with this. Once you have your tracking number, you can direct any related questions to your shipping carrier.
Some factors that are affecting the delivery of items such as change of state policy, country policy. These factors are not valid as a reason for a refund as Waist Nova is also complying to these policies and laws in order for us to do business outside U.S.territory and we do not have control on these factors.
Section 4: For approved return requests, you can return the item/s.
Once return has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Section 5: Late or missing refunds (if applicable)
We are making sure that refunds are completed upon approval.
Once refund request has been approved, we will process the refund right away.
Refund in credit cards will be completed right away, however, customer needs to contact their bank as the bank usually crediting refunds within 5-7business days; depends on their process.
If you are expecting a refund but still not showing on your bank accounts, contact firstname.lastname@example.org
Section 6: Items reported as delivered but claiming not received
Customer needs to contact USPS or their local post office to open an investigation for missing item/s.
DISCLAIMERS AND LIMITATIONS IN LIABILITY
Section 1: Shipping & Delivery
We are not held responsible for shipping delays, losses, and damages to the product while it is in transit.
Section 2: Replacements:
We reserve the right to refuse a replacement if the above conditions are not met.
ALL defective or damaged items are subject for replacement once meet above conditions, subject for replacement and NOT for refund.
Section 3: Tracking of orders
Customers may email email@example.com, to ask for tracking number/s.
However, it might take one to two weeks (1-2 weeks) for tracking number to initially show up in the tracking sites and provide updates. So customer MUST check the tracking site/s a week after they have received the tracking number from the support team, as Waist Nova do not have controls on updating the carrier's tracking sites.
Section 4: Items in customs; confiscated or held by customs
Waist Nova is not held responsible if the item/s is being confiscated or held by the destination country’s customs as we are complying to certain policies in terms of international shipping. If item is showing as in-transit and being held by customs, customer is responsible to monitor it and Waist Nova does not have controls on when the item/s will be cleared.
Items being held by customs or confiscated are NOT due for a refund as we have fulfilled our part on this order process: item/s shipped out and tracking number has provided.
HOW TO CONTACT US
*** We do not offer phone support. However, we have 24/7 email support coverage.
For support related questions, email us at firstname.lastname@example.org.***