Shipping Policy

1. Introduction

Novon Collection, operated by HarmonyPhi Inc. ("we," "us," or "our"), ships jewelry purchased through novoncollection.com in accordance with this Shipping Policy.

This Policy explains order processing, production timelines, shipping arrangements, delivery signatures, insurance, international shipments, and how we address delivery problems.

Shipping availability, costs, and estimated delivery times may vary according to the product, destination, carrier, customs requirements, and other circumstances.

2. Order Processing

In-stock items

In-stock items are typically processed for shipment within 2–3 business days after order acceptance and successful payment authorization.

This is a processing estimate, not a guarantee that the item will arrive within that period. Weekends, statutory holidays, payment verification, inventory checks, and other reasonable processing requirements may affect timing.

Custom, bespoke, and modified items

Custom-designed, bespoke, personalized, engraved, or resized items typically require 2–4 weeks of production before shipment, beginning after the necessary approvals, payment requirements, and production details have been completed.

Complex designs, gemstone sourcing, supplier delays, and other production requirements may extend this period. If a material delay arises, we will communicate updated timing where reasonably practicable.

Any specifically agreed delivery commitment will be governed by the applicable order terms and law.

3. Shipping Methods and Costs

Available shipping methods and applicable shipping charges will be displayed at checkout or otherwise communicated before the order is finalized.

Shipping costs may depend on the destination, parcel value, carrier, delivery speed, and other relevant factors.

Shipping destinations: Canada, United States, Mexico, United Kingdom, Australia, New Zealand, EU member states, etc.

We reserve the right not to ship to destinations where delivery, insurance, customs clearance, or legal compliance cannot reasonably be arranged. If we cannot fulfil an accepted order for this reason, we will notify the customer and provide any refund required by law.

4. Shipping Insurance

We intend to ship jewelry using appropriate shipping insurance covering the value of the goods in transit.

The final policy will reflect the actual insurance arrangements. Insurance coverage is subject to the applicable policy terms, conditions, and exclusions.

Customers should contact us promptly if a shipment is lost, damaged, or subject to a delivery problem. Nothing in this Policy removes any legal obligation that applies to us independently of the insurance arrangement.

5. Signature Requirement

For the security of high-value jewelry, shipments require an adult signature upon delivery, subject to the carrier's available service and applicable law.

We will not intentionally waive a signature requirement merely because a customer has a general signature waiver on file with the carrier. Where supported, we will select a delivery service consistent with the signature requirement.

The recipient may need to present identification or satisfy the carrier's delivery verification procedures.

Customers should ensure that someone authorized to receive the parcel will be available at the delivery address.

6. Delivery Addresses and Restrictions

We do not ship to P.O. boxes or unstaffed forwarding addresses where the carrier or insurance arrangements do not permit delivery.

Please provide a complete and accurate shipping address when placing your order. Contact outreach@novoncollection.com promptly if you discover an error.

Address changes after an order has been dispatched may not be possible. We cannot guarantee that a carrier will accept a redirection request.

If an address is invalid, delivery is refused, or a parcel cannot be delivered after reasonable attempts, we will work with the customer to determine the next steps. Additional shipping or handling costs may apply where lawful and disclosed, depending on the circumstances.

7. Tracking and Delivery Estimates

Where available, we will provide tracking information after the shipment has been dispatched.

Carrier tracking information and estimated arrival dates are provided as a convenience and may change. Customs processing, weather, operational interruptions, security checks, and other circumstances can delay delivery.

A tracking status does not by itself determine the parties' legal rights or responsibilities if a parcel is missing or has not been received.

8. Lost, Stolen, or Damaged Shipments

If your parcel appears lost, arrives damaged, or is marked as delivered but cannot be located, contact outreach@novoncollection.com as soon as reasonably possible.

Please include:

• Your order number.
• The tracking number, if available.
• A description of the problem.
• Photographs of the parcel and packaging if the shipment arrived damaged.
• Any relevant delivery information.

We may investigate the matter with the carrier and insurer and request reasonable supporting information.

For damaged shipments, retain the packaging and shipping materials until we advise that they are no longer needed. Do not arrange an independent repair, disposal, or return of the item before contacting us, unless necessary to prevent further damage or required by law.

We will communicate the outcome of our investigation and any available next steps, including a replacement, repair, refund, insurance claim, or other appropriate remedy where applicable.

Customers are encouraged to notify us promptly because carriers and insurers may impose claim-reporting deadlines. Any such deadline will not be used to remove rights that cannot lawfully be excluded.

9. International Orders, Duties, and Taxes

International orders may be subject to import duties, customs charges, value-added taxes, brokerage fees, or other charges imposed by the destination country.

Unless checkout expressly states that these charges are included, the customer is responsible for applicable import charges assessed on delivery, to the extent permitted by law.

The customer is responsible for reviewing the import requirements applicable to the destination. We cannot guarantee the timing of customs clearance or the absence of customs-related delays.

We will provide accurate shipment information and complete required shipping documentation based on the information available to us. Customers must not request inaccurate customs declarations or undervaluation of goods.

If an international shipment is refused, abandoned, or returned by customs, we will assess the circumstances and applicable law to determine the appropriate next steps and any permissible refund or additional charges.

10. International Returns and Returned Shipments

International return shipping, export procedures, import charges, and brokerage fees may vary by destination.

Customers arranging their own international return must follow our return instructions, use suitable tracking and insurance, and ensure that any required customs declarations are completed accurately.

Contact outreach@novoncollection.com before returning an international order so we can provide the correct instructions.

If a shipment is returned to us because of an incorrect address, an unsuccessful delivery, or a refusal, we will contact the customer where reasonably practicable. Any reshipping charge, refund adjustment, or other action will depend on the circumstances, the original order terms, and applicable law.

11. Delays and Unforeseen Circumstances

We will make reasonable efforts to fulfil orders within the stated estimates. Circumstances beyond our reasonable control, including carrier disruptions, severe weather, customs delays, supplier interruptions, and other unexpected events, may affect delivery.

We will provide updates when reasonably practicable and work with the customer to identify appropriate options.

This section does not excuse obligations or remove cancellation, refund, or other rights that apply under mandatory law.

12. Contact Us

For shipping, tracking, customs, or delivery questions:

• Shipping email: outreach@novoncollection.com
• Customer service email: outreach@novoncollection.com
• Telephone: 416-787-4436 | Toll free 1-866-981-1618
• Mailing address: 1901 Avenue Rd., Toronto, ON, M5M3Z9, CANADA

Please include your order number when contacting us.