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This Shipping Policy is formulated in accordance with the EU Consumer Rights Directive (2011/83/EU), the Parcel Delivery Services Directive (2018/644/EU), and relevant EU member state regulations on logistics and transportation. It applies to the shipping of our outdoor waist packs and backpacks (hereinafter referred to as "Products") sold in the EU through our official website (novaengroup.com). This Policy is intended to provide you (hereinafter referred to as "the user") with a clear explanation of the entire shipping process, from order confirmation to delivery, including shipping times, shipping cycles, fees, tracking, and exception handling, to ensure a transparent and controllable shopping experience. Please read this Policy carefully before purchasing any Products. If you have any questions, please contact us using the contact information at the end of this Policy.
1. Scope of Application
Geographical Scope: This policy applies only to delivery addresses within the EU (including the 27 EU member states and European Economic Area countries such as Iceland, Liechtenstein, and Norway, collectively referred to as the "EU"). Shipping services to delivery addresses outside the EU are subject to a separate international shipping policy (available through the "Help Center - International Shipping" section of our official website or by contacting Customer Service).
Order Scope: This policy applies only to orders placed directly through our official website (novaengroup.com) with delivery addresses within the EU. For products purchased through third-party platforms (such as Amazon and eBay), shipping regulations are subject to the policies of those platforms and their partnered logistics providers. We will assist in providing order and product certification.
Product Scope: This policy applies to our standard outdoor waist packs and backpacks (single package weight ≤ 30kg, volume ≤ 120cm x 60cm x 60cm). Customized products exceeding these specifications (such as extra-large outdoor backpacks) or bulk purchases must confirm shipping options and fees with Customer Service before placing an order. The default terms of this policy do not apply.
2. Shipping Rules
(I) Shipping Time: 6-8 calendar days
Time Calculation Starting Point: Shipping time begins after your order payment is completed and inventory is confirmed. Details are as follows:
If you complete payment before 4:00 PM EU time Monday to Friday and the product is marked "In Stock," the current day will be counted towards the shipping time.
If you complete payment after 4:00 PM EU time on Friday, Saturday, Sunday, or on EU public holidays (such as New Year's Day, Christmas, or Easter), shipping time will begin on the next business day.
Inventory Impact:
If the product you purchased is marked "In Stock" and the inventory quantity is ≥ your order quantity, we will strictly follow a 6-8 calendar day delivery timeline.
If the product is marked "Pre-sale" or is out of stock (the system displays "Partially Out of Stock" after payment), we will email you an estimated restocking time (usually 10-15 calendar days) and confirm whether to continue waiting for shipment. If you agree, shipping time will be calculated from the time the product is restocked. The total delivery time may exceed 6-8 calendar days. You can also cancel your order and request a refund for any out-of-stock items within 48 calendar days.
Pre-shipment confirmation: If your order has special delivery address requirements (such as a remote area or a specific delivery time period), we will confirm with you via email or official website message 1-2 business days before shipment. If we do not receive a response within 48 hours, we will ship to the default address in the order. We are not responsible for any delays or undeliverables caused by this.
(II) Shipping Process
Order Review: After payment, the system will complete the review within 12 hours to confirm payment validity, the completeness of the delivery address (including the EU standard postal code, street address, and contact number), and product availability.
Stocking and Packaging: After approval, the warehouse will complete stocking within 3-5 calendar days (including product quality inspection and waterproof packaging. Due to the characteristics of outdoor products, the outer layer will be covered in water-repellent courier bags to prevent damage during transportation).
Logistics: After stocking is completed, we will entrust a partnered EU-based logistics provider (such as DHL, FedEx, DPD, GLS, etc., and we will select the best logistics provider based on your delivery country) to collect the package. After pickup, the package will be considered "shipped" and the system will automatically update the order status to "shipped". A "Shipping Notification Email" will be sent to your registered email address.
Shipping Proof: The "Shipping Notification Email" will include the logistics tracking number, a link to the logistics provider's official website, the estimated shipping time, and the logistics provider's customer service number. You can use this information to track the status of your package in real time.
3. Shipping Rules
(I) Shipping Time: 20-40 calendar days
Time Calculation: Shipping time begins when the parcel is picked up by the logistics provider and scanned and entered into the system. It ends when the parcel arrives at your delivery address and you or your authorized agent confirms receipt.
Regional Differences: 20-40 calendar days is the average shipping time within the EU. Specific shipping times may vary depending on the country/region of your delivery. The following is a reference for common regions:
Core EU countries (such as Germany, France, Italy, Spain, and the Netherlands): 20-28 calendar days;
Remote EU regions (such as northern Finland, the Greek islands, and rural Ireland): 25-35 calendar days;
European Economic Area countries (Iceland, Liechtenstein, and Norway): 30-40 calendar days;
Factors Affecting Shipping Time:
Logistics provider transit efficiency: If a package passes through multiple logistics transit centers (e.g., shipping from a German warehouse to Portugal requires transit in France), the shipping time may be extended by 1-3 calendar days. calendar days;
Customs Inspection: Shipping within the EU doesn't require additional customs inspection. However, random inspections may occur within European Economic Area countries or certain special regions. These inspections typically take 3-7 calendar days and are not included in our promised 20-40 calendar day shipping time. We will assist in tracking the inspection progress and provide timely updates.
Weather and Holidays: Extreme weather conditions in the EU, such as winter snowstorms and summer rainstorms, or public holidays (such as Europe Day and National Day), may cause logistics suspensions and extend shipping times. These circumstances constitute force majeure, and we are not responsible for any delays. However, we will do our best to coordinate with our logistics partners to expedite processing.
(II) Shipping Fees
Fee Calculation: Shipping fees within the EU are based on your order amount and the country/region of delivery, as follows:
Order amount ≥ 150 EUR: Free shipping to core EU countries (Germany, France, Italy, etc.). Shipping fees to EEA countries and remote EU regions are 15-25 EUR (depending on distance).
Order amount < 150 EUR: Shipping fees to core EU countries are 10-18 EUR, and shipping fees to EEA countries and remote EU regions are 20-30 EUR.
Bulk orders (10 or more units): Shipping fees are calculated by weight (12 EUR for the first 1kg, 5 EUR for each additional kg). Please contact customer service for a quote.
Payment Method: Shipping fees will be calculated along with the product price when you place your order and will be displayed under "Shipping" on the checkout page. In the "Pay" section, you can choose the same payment method as the product price (e.g., credit card, PayPal).
Refund Information: If additional shipping costs are incurred due to our fault (e.g., shipping delay exceeding 8 calendar days without prior notice, or incorrect product shipment resulting in a package return or reshipment), we will refund the full shipping fee to your original payment account within 5 business days after confirming the issue. If the package is returned or reshipped due to your fault (e.g., incorrect delivery address, or package refusal without reason), you will be responsible for the reshipping costs (charged at the original shipping rate).
4. Logistics Tracking and Receipt
(I) Logistics Tracking
Tracking Methods: You can track the status of your package in two ways:
Official Tracking: Log in to novaengroup.com, go to "Personal Center - My Orders", find the corresponding order, and click "Logistics Tracking". The system will synchronize the logistics provider's real-time shipping information (including the package's current location, transit history, and estimated delivery time);
Official Tracking: Open the logistics provider's query link in the "Shipping Notification Email" and enter the logistics tracking number in the email to view detailed tracking records (some logistics providers support multi-language query; you can select the language of your country);
Tracking Information Delay: After the logistics provider scans the package, there may be a 12-24 hour delay before the information is uploaded to the system. If you do not find tracking information within 24 hours after the "Shipped" status is displayed, please wait and try again. Alternatively, you can contact [email protected] to report the problem and we will assist in verifying the information with the logistics provider.
(II) Signature Rules
Signature Requirements: Upon delivery, the logistics provider will require the consignee (you or your authorized agent) to present valid identification (e.g., EU ID card, passport) and sign the waybill. Once signed, the product is deemed "signed for," and ownership of the product transfers to you.
Collection Instructions: If you are unable to sign for the package in person, you may select "Accept Agent Collection" when placing your order and provide the agent's name and contact information. The agent must sign for the package with valid identification. This act of signing for the package on your behalf is deemed your confirmation of receipt.
On-site Inspection Recommendations: Before signing for the package, we recommend that you or the agent inspect the package to ensure it is intact (for signs of damage, squeezing, or opening). If you find any damage, you may refuse to sign for the package and request a "Damage Certificate" from the logistics provider. You should also contact us immediately (email [email protected]). We will coordinate with the logistics provider to address the issue and arrange for reshipment. If you discover the product inside the package is damaged after signing for it (including on-site collection), you must contact us 48 days after signing for the package. Please provide photos of the package appearance, product damage and logistics tracking number within 24 hours. Otherwise, we cannot confirm whether the damage occurred during transportation and may not be able to provide reissue or refund services.
5. Abnormal Shipping Handling
(I) Shipping Delays (Delivery Beyond 40 Calendar Days)
Delay Confirmation: If your package has not been delivered for more than 40 calendar days after pickup from the logistics provider, you may submit a "Delay Inquiry Request" to us via email. This email must include the order number, tracking number, delivery address, and your contact information.
Investigation and Handling: We will contact the logistics provider within 3 business days of receiving your request to investigate the cause of the delay (e.g., transit delay, incorrect address, customs detention), and will notify you of the results within 7 business days.
If the delay is due to a transit error, we will instruct the logistics provider to expedite delivery and provide you with a €20 discount coupon (applicable towards your next order).
If the delay is due to an incorrect delivery address (e.g., an incorrect postal code or incomplete street address), we will assist in correcting the address (providing you with proof of correct address). However, the time required for re-delivery will not be counted towards the original 40 calendar day delivery time, and additional fees may be incurred (at your expense).
If the delay exceeds If the parcel cannot be shipped after 60 calendar days and the logistics company confirms that the parcel cannot be shipped any further, you can choose to apply for a full refund (including product cost + shipping cost) or free re-shipment, which we will process within 5 working days after your confirmation.
(II) Package Loss
Determination of Loss: A package is considered lost if any of the following conditions are met:
The tracking information shows "shipped" but has not been updated for more than 45 calendar days, and the logistics provider issues a "Package Loss Certificate";
The logistics provider confirms that the package was stolen or damaged beyond recognition during transportation, or the package was lost due to force majeure (such as a natural disaster);
Handling Method:
You must contact us within 7 business days of confirming the package is lost and provide the order number, logistics tracking number, and the logistics provider's loss certificate (if available).
We will review the claim within 5 business days and, upon approval, provide you with two options:
Full Refund: We will refund the entire purchase price (product + shipping costs) to your original account within 3-7 business days;
Reshipment: We will reship the product of the same specifications free of charge. The reshipment timeframe is 6-8 calendar days for shipping and 20-40 calendar days for shipping, as per this policy. We will purchase logistics insurance for the re-shipped packages to ensure transportation safety.
(III) Package Returns
Common Reasons for Returns:
No one at the delivery address signed for the package (the logistics provider has made multiple deliveries but no one has picked it up. The delivery attempt will usually be made three times, with an interval of 2-3 calendar days);
The delivery address is incorrect or invalid (e.g., a street that doesn't exist or the house number is incorrect);
You actively request a return (canceling and returning the package while it's in transit);
Return Process:
Before the package is returned by the logistics provider, the logistics provider will notify you via SMS or email (using the contact information provided in your order) to remind you to confirm delivery or arrange for a signature. If you fail to respond promptly, resulting in a return, you will be held responsible.
Once the package is returned to our warehouse, we will notify you by email within 3 business days and offer two options:
Reshipping: You will be charged the reshipping fee (at the original shipping rate), and we will reship within 6-8 calendar days of receiving the fee.
Cancellation Refund: We will deduct the "return shipping fee" charged by the logistics provider (usually 1/2 of the original shipping fee). We will refund the remaining order amount after deducting 50%-80% of the total cost (depending on the carrier's invoice). If you disagree with the deduction, you may choose to have the package re-delivered to your address at your own expense.
6. Logistics Insurance and Limitation of Liability
(I) Logistics Insurance
Complimentary Insurance Coverage: We purchase basic logistics insurance by default for all packages shipped within the EU. The insurance amount is the order value (excluding shipping costs). This covers loss during shipment and total damage (e.g., a package crushed, rendering the product unusable).
Additional Insurance Option: If your purchase amount is €300 or greater, you can choose to purchase "Full Logistics Insurance" when placing your order. The insurance fee is 3% of the product price. In addition to the basic insurance, this insurance also covers partial damage to the product (e.g., a damaged zipper on an outdoor backpack or a worn waterproof coating). In such cases, you can file a claim with proof from the carrier and photos of the damaged product. The claim amount is calculated based on the extent of the damage (up to 100% of the product price).
(II) Limitation of Liability
Circumstances in which we are not liable:
Delays, loss, or returns of packages due to an incorrect or incomplete delivery address or invalid contact information you provided;
Product damage discovered after signing for the package (unable to prove damage occurred during transit) due to failure by you or the recipient to inspect the package on site;
Shipping delays or package seizures caused by changes in EU member state customs policies (such as sudden import restrictions) or inspections;
Shipping interruptions or package loss due to force majeure (such as earthquakes, floods, war, or logistics strikes);
Limit of Compensation: If your losses are caused by our fault (such as incorrect shipment or improper packaging resulting in product damage), our compensation limit is the order value (including product price + shipping costs). Indirect losses (such as cancellation of outdoor travel plans or inability to store personal belongings due to delayed product delivery) are not included.
7. Policy Updates and Notifications
Update Frequency: We will update this Shipping Policy from time to time, typically 1-2 times per year, based on changes in EU logistics regulations, adjustments to our partner logistics providers' services, or business optimization.
Update Notification Method:
After a policy update, we will post the updated version in the "Shipping Policy" link at the bottom of our official website (novaengroup.com) and update the "Effective Date" at the same time.
If the update affects core terms (such as shipping time, transit time, and pricing), we will notify you 10 calendar days in advance via a pop-up notification on our website, email (to users who have placed orders within the past 6 months), or SMS (if you have provided a mobile phone number) to ensure you are aware of the changes.
Policy Applicability: Placing an order after a policy update constitutes acceptance of the updated Shipping Policy. Orders placed before a policy update will still be subject to the policy version in effect at the time of order placement and will not be affected by the update.
8. Contact Us
If you encounter any issues during shipping (such as inquiring about shipping progress, reporting delays, filing a loss claim), or need detailed information on our shipping policies, please contact us through the following channels:
Company Name: NOVA ENTERPRISE LTD
Official Website: novaengroup.com
Email: [email protected]
To find our EU logistics partners: Please visit the "About Us - Logistics Partners" page on our website for a list of our current logistics partners and their customer service numbers. If you wish to contact a logistics partner directly, please provide your order tracking number.
If you are dissatisfied with our shipping services, you may file a complaint with the EU member state's logistics regulatory authority (e.g., the German Federal Network Agency, the French Postal Regulatory Authority) or consumer protection agency. We will actively cooperate with any investigation and mediation efforts by these agencies.