FAQ

Frequently Asked Questions

Everything customers ask us most often, in one place. If your question isn't here, email us and a real person will answer.

Batteries and charging

Are batteries included?
Most of our products ship with a rechargeable battery and a USB charging cable included. Some accept standard AA or AAA batteries, which are not included. The product page for each item lists exactly what is in the box — check there before you order.

How long does it run on a charge?
It varies by product, and we list the real figure on every product page rather than a best-case number. As a general rule, expect 10–25 minutes of active use from a full charge on RC vehicles and drones, with a charge time of 60–120 minutes.

Can I buy a spare battery?
Often yes. Email us with the product name and we will tell you whether a spare is available and how to get one. A second battery roughly doubles your play time, which for most tech toys is the single best upgrade you can make.

The battery won't charge / won't hold a charge.
First, make sure you are charging from a standard USB port or a low-output wall adapter — a fast-charge phone brick can trip the protection circuit on a small toy battery. If it still won't charge, email us with your order number and we will sort it out.

Is it safe to leave it charging?
No. Never charge a lithium battery unattended, never charge it overnight, and disconnect it once it is full. This applies to every rechargeable toy, not just ours.

Age, safety and supervision

What age is this suitable for?
Each product page states its recommended age range. Please follow it. Many of our items contain small parts, propellers or lithium batteries and are not suitable for young children.

Do children need supervision?
Yes, for anything with a motor, a propeller or a rechargeable battery. Charging in particular should always be done by an adult.

Is it waterproof?
Only if the product page says so, and even then read carefully — water-resistant and waterproof are not the same thing. Most RC vehicles and drones are neither. If it is not stated, assume it is not.

Using your product

It won't connect to the remote control.
Nine times out of ten this is a pairing or binding issue, not a fault. Turn everything off, switch the remote on first, then the toy, and hold them close together while they pair. Fresh batteries in the remote fix most of the remaining cases. Still stuck? Email us and we will walk you through it.

The instructions are hard to follow.
Manufacturer manuals for this category are often poorly translated. Email us with the product name and we will explain the specific step you are stuck on, in plain English.

Can I get spare parts?
For most products, yes — propellers, blades, wheels, screws and batteries. This is one of the things we consider before stocking an item. Tell us which part you need.

Something broke after a crash. Is that covered?
Impact damage from normal use is not a manufacturing fault, so it falls outside our returns policy. But contact us anyway — in most cases we can supply the replacement part, which is faster and cheaper than replacing the whole toy.

Ordering

How do I place an order?
Choose your item, add it to your cart, and complete checkout. You will receive an order confirmation email within a few minutes. If it doesn't arrive, check your spam folder before contacting us.

Can I change or cancel my order?
Yes, free of charge, at any time before your order is dispatched. Email us with your order number as soon as possible. Once an order has entered dispatch we can no longer change it, but you can return it after it arrives.

I entered the wrong shipping address. What now?
Email us immediately. If your order hasn't shipped yet we can usually correct it. Once dispatched, the address cannot be changed.

Do I need an account to order?
No. You can check out as a guest. An account simply makes it easier to track orders and reorder later.

Payment

What payment methods do you accept?
All major credit and debit cards, plus the digital wallets shown at checkout. Every transaction is encrypted and processed by Shopify's secure checkout — we never see or store your card details.

What currency are prices in?
Prices are shown in US Dollars unless your region displays a different currency. The amount you see at checkout is the amount you pay.

Is it safe to shop here?
Yes. Our checkout runs on Shopify's PCI-compliant payment infrastructure with SSL encryption on every page.

Shipping

How much is shipping?
Free, on every order, to every country we ship to. No minimum spend, no handling fee.

Where do you ship?
Worldwide, including all 50 US states, DC and US territories. We cannot ship to PO boxes, APO/FPO addresses or freight forwarders.

How long will my order take?
Processing takes 1–3 business days. Delivery is then 7–15 business days to the US and Canada, 8–16 to the UK and Europe, 7–14 to Australia and New Zealand, and 10–20 elsewhere.

Where do you ship from?
Nova Velora is an Australian-registered business working with international fulfilment partners. Your order may ship from a warehouse outside your country — our delivery estimates already account for this.

Will I be charged customs or import duties?
If you are in the United States, no. We pay all US import duties and tariffs. The price at checkout is the total you pay, and no carrier will ask you for more. If you are outside the US, any duties or taxes charged by your country are your responsibility.

Why did my order arrive in two parcels?
Multi-item orders are sometimes split across parcels that arrive on different days, at no extra cost. Each has its own tracking number.

Tracking

How do I track my order?
You'll receive a shipping confirmation email with a tracking number once your order is dispatched. See Track Your Order for more.

My tracking hasn't updated. Is something wrong?
Almost certainly not. Allow 2–5 business days for a new tracking number to start moving, and expect quiet gaps of 5–10 days mid-journey while a parcel awaits a flight or clears customs. Contact us if it's completely static for over 10 business days.

Returns and refunds

What is your return policy?
30 days from delivery, on unused items in original packaging. See our Return Policy for the full process.

Who pays for return shipping?
For a change of mind, you do. If the item is faulty, damaged or incorrect, we cover everything — you are never charged for our mistake.

My item arrived faulty. What do I do?
Email us with your order number and a short video showing the problem. A video tells us in ten seconds what a paragraph cannot, and lets us send a replacement or refund without a lot of back and forth.

How long do refunds take?
5–10 business days from approval, back to your original payment method. Your bank may take a few more days to display it.

Can I exchange an item?
The fastest route is to return the original for a refund and place a new order. Contact us if a direct exchange is easier for you.

Products

Is the product the same colour as the photos?
We photograph everything as accurately as we can, but screens vary. Minor colour variation between the photo and the item is normal.

An item is out of stock. Will it return?
Often, yes. Email us and we'll tell you whether a restock is planned.

Contact

How do I reach you?
Email verchpouncey@gmail.com. We reply within 2 business days, Monday to Friday. Include your order number if your question is about an existing order.