Track Your Order

Every Nova Velora order ships with tracking. Here is how to find yours and what to do if it stops updating.

Finding your tracking number

As soon as your order is dispatched, we email you a shipping confirmation containing your tracking number and a tracking link. Check your inbox for an email from us, and please look in your spam or promotions folder if you cannot find it.

If you created an account at checkout, you can also find the tracking number under Your account → Orders.

My tracking number shows nothing

This is normal and almost never a problem. A newly issued tracking number often shows no movement for 2–5 business days, because the parcel is not scanned into the carrier network until it reaches the first sorting facility. Give it a few days and it will start updating.

Tracking has not moved in over a week

International parcels frequently sit without a scan while awaiting a departure flight or clearing customs. Gaps of 5–10 days mid-journey are common and the parcel is usually still moving. If tracking has been completely static for more than 10 business days, email us and we will chase the carrier for you.

How long should my order take?

Processing takes 1–3 business days, then delivery is typically 7–15 business days to the United States, and 7–20 business days elsewhere depending on your country. Our Shipping Policy has the full breakdown by region.

Tracking says delivered, but nothing arrived

Please check with anyone else at your address, your building's mail room or parcel locker, and any safe-drop location your carrier uses. Carriers occasionally mark a parcel delivered a day before it physically arrives. If it still has not turned up after 48 hours, contact us within 7 days of the delivery scan and we will open an investigation.

My order has not arrived at all

If 30 business days have passed since dispatch and your order has not arrived, contact us. If the carrier confirms the parcel is lost, we will send a replacement or issue a full refund — your choice.

I received only part of my order

Orders with multiple items are sometimes split across separate parcels that arrive on different days, each with its own tracking number. Check your shipping confirmation email to see whether a second parcel is on its way.

Still need help?

Email verchpouncey@gmail.com with your order number and we will respond within 2 business days.